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GC Enterprise Architecture/Business Capability Model (view source)
Revision as of 10:43, 15 February 2021
, 10:43, 15 February 2021no edit summary
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|+ class="nowrap" | <div style="font-size: 1.2em; text-align: left;">Core</div>
! BCM #!! Business Domain/Capability!! Description
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|width=10%| <b>4.0</b>|| width=20% |<b>Relationship Management</b>|| width=70% | The ability to manage relationships with various individuals or organizations, that is, to identify and collect information regarding stakeholders*, understand their needs, and maintain an on-going engagement for the purposes of working with or providing services to them. The capabilities in this area include management of the awareness, information and interaction with stakeholders. It applies to individual stakeholders as well as stakeholder segments. *Stakeholder is defined as domestic or foreign individuals, businesses, clients, users, organizations, partners, vendors, service providers, other governments, etc., who can affect or be affected by the actions, objectives and policies of the government or government unit. Note – the focus of this capability area is ‘who’ rather than ‘what’ or ‘how’.
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|4.1||Stakeholder Awareness Management ||The ability to disseminate information designed to increase the public’s and stakeholder’s awareness of programs and services that they are potentially eligible to receive.
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|4.1.1||Channel Management||The ability to ensure the content of service delivery channels are consistent and that prospective stakeholders can obtain the same information regardless of which channel they choose to use.
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|4.1.2|| Public Outreach Management||The ability to disseminate information with the intent of making potential stakeholders aware of programs and/or services that they might be eligible for as well as what they need to do to apply for a service. This can come in the form of TV Commercial, Mail pamphlet, Marketing campaign polling, etc.
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|4.1.3|| Stakeholder Education Management||The ability to deliver information via all channels available (Click, Call, Consult - as well as mail and various media, etc.) to existing and potential stakeholders so they are informed / educated about potential services they may be eligible to receive from the organization.
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|4.2||Stakeholder Information Management||The ability to identify and collect information about stakeholders to understand their needs and to maintain an on-going engagement to build partnerships and/or provide services.
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|4.2.1|| Stakeholder Profile Management||The ability to create and manage profiles to facilitate efficient service delivery. An example of this would be the creation of a profile of individuals who live in a certain jurisdiction that due to unique circumstance (natural disaster, weather anomaly, economic event, etc.) would not be subject to penalties as a result of a late Tax Return.
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|4.2.2|| Stakeholder Assessment||The ability to identify and assess the stakeholders and the relationships that are important regarding the work being conducted or the service being offered (as a given stakeholder may hold many different types of relationships with many government organizations).
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|4.2.3|| Stakeholder Risk Assessment||The ability to determine the risks associated with working with and/or delivering services to stakeholders. This includes all levels of risk and is not limited to major items such as fraud or identity theft but can include behavioural risk.
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|4.3|| Stakeholder Interaction Management||The ability to manage interactions with stakeholders across all channels.
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|4.3.1|| Intake Management||The ability to accept, track and manage incoming information and demands. The incoming element can vary widely, that is, it could be a comment regarding a typo on a web site, a request for a grant or for a meeting with the leader of another country. It could also come from various sources, such as another departments, an agency, another level of government, a citizen, a vendor, etc. Note that the intake includes a form of identification (low to high) as the organization needs to track the source of the information or request in order to understand the validity of the intake.
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|4.3.2|| Correspondence Management||The ability to develop, send, track, receive and forward correspondence records used for the purposes of exchanging relevant information with identified stakeholder(s).
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|4.3.3||Engagement Management||The ability to identify, track, assess need and engage initial and ongoing client service such as advice, referral, information, assistance, appointments, etc. and provide an integrated view and history of these interactions.
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|4.3.4|| Registration and Eligibility Management||The ability to maintain information from an application into a registry that may be used for the purposes of determining whether the applicant meets eligibility criteria to be given the privileges/permissions applicable to the benefits/services.
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