Australian Government Architecture Reference Models Version 3.0

Understanding the performance relationships between agency inputs and process outputs requires targeted
measurement of process efficiency, process control, process reliability, process availability and process
complexity. For effective planning and management of processes and operations, information on existing
process maturity levels, process safety and process adaptability is required.
Common examples of operational processes include:
� ICT maintenance processes (ITIL)
� ICT change and release management processes (ITIL)
� service sustainment processes (call centre services)
� financial management processes (purchasing and tendering)
� invoicing and revenue collection processes
� annual agency activity reporting
� ministerial briefings.
Measurement Area Rationale Defined by
[4301]
Process Efficiency
[4302]
Process Control
Efficiency as an attribute of
operational processes is a
multivariate comparison of the
inputs supplied to a process with
the outputs produced by the
process over a given period.
Common measures of process
efficiency include cycle time and the
value of outputs produced per unit
of input resources.
Measuring the control of a process
is important when agencies are
deciding on the re-use of existing
processes or are seeking to
establish shared service
agreements with other agencies or
providers.
A. Resource consumption
Quantitative measures of the volume of input
resources consumed in the operation of a process
over a defined period.
B. Cycle time
Quantitative measures of how long it takes to
execute an operational process (BAU).
C. Volume
Quantitative measures of the quantity of output
produced by a process over a defined period.
A. Accountability
Qualitative measures of how clearly responsibility
and authority for a process have been defined.
B. Auditability
Qualitative measures of how transparent a process
is, determined by agency-defined indices that may
be based on metrics covering recordkeeping,
documentation and so on.
C. Compliance
Qualitative measures that describe the compliance
of a process with agency, portfolio or government
policies, regulations and legislation.
Australian Government Architecture Reference Models Version 3.0
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