1. 1. Guiding Principles 3. Critical Success Factors 2. Delivery Processes 4. Benefits Realisation Strategy Business Management Technology Management Roadmap for Transformation Common Terminology and Reference Model Policy Product Management Policy Product Matrix SOA-based ICT Systems – Realisation and Governance Engagement with Stakeholders Stakeholder Map Transformational Business Model Franchise Marketplace Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable Delivery Benefit realisation Program Leadership Channel Management Channel Mapping Channel Transformation Channel Mix Channel Shift Channel Optimisation Channel Ownership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Brand-led Service Delivery Customer Identity Management Customer Empowerment Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Product Management Marketing & communication Customer Insight Management Partnerships

2. 1. Guiding Principles 3. Critical Success Factors 2. Delivery Processes 4. Benefit Realisation Strategy Business ManagementCustomer ManagementChannel Management Technology Management Transformation Roadmap Transformation Business Model Policy Product Management Brand-led Service Delivery Citizen Identity Management Citizen Empowerment Channel Mapping Channel Transformation Collaborative Stakeholder Governance Common Terminology and Reference Model Milestones Matrix Policy Map Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Model Product Management Marketing & communication Customer Insight Management Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable Delivery Benefit realisation TGF Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation

3. 1. Guiding Principles 3. Critical Success Factors 2. Delivery Processes 4. Benefit Realisation Strategy Business ManagementCustomer ManagementChannel Management Technology Management Transformation Roadmap Transformation Business Model Policy Product Management Brand-led Service Delivery Citizen Identity Management Citizen Empowerment Channel Mapping Channel Transformation Collaborative Stakeholder Governance Common Terminology and Reference Model Milestones Matrix Policy Map Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Model Product Management Marketing & communication Customer Insight Management Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Do-ability Benefit realisation TGF Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation

4. Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable Delivery Benefits realisation

5. delivered by People (as service users) People (as citizens) Businesses Business Management TGF Leadership Collaborative Stakeholder model Transformation Business Model Policy Products Transformation Roadmap engages with agrees informs Franchise model Delivers content and services to Channel Management Customer Management uses Citizen Identity Management informs Enables personalised services to uses Benefit realisation Channel Mapping Sets phased delivery plan for Technology Management Service- oriented Architecture enables Brand-led Service Delivery Product Management Marketing & communication Customer Insight Management informs understands Channel Transformation Strategy Ecosystem Participation supports Common terminology and reference model Guiding Principles Channel Optimisation Channel Shift Cross-Channel Management “Mixed Economy” strategy informs Citizen Empowerment enables Drives service innovations Resources Management

6. TGF Leadership Collaborative Stakeholder model Transformation Business Model Transformation Roadmap engages with agrees informs Common terminology and reference model Guiding Principles Policy Products

7. Citizen Identity Management informs Brand-led Service Delivery Product Management Marketing & communication Customer Insight Management understands People (as service users) People (as citizens) Businesses engages with delivers content and services to uses…. … to deliver personalised services to Citizen Empowerment Framework Enabling the market Internal culture change enables…. stimulates service innovation (C2C, B2C, B2G and C2G) informs

8. Channel Optimisation Channel Shift Cross-Channel Management Channel Transformation Strategy People (as service users) People (as citizens) Businesses “Mixed Economy” strategy Channel Mapping Channel Ownership Channel Mix informs Moves users into cheaper, digital channels Improves efficiency and effectiveness of channels Enables seamless customer journeys across channels Improves efficiency and effectiveness of channels

9. Citizen Service Transformation Wholesale Marketplace Franchises Retail Marketplace Delivery Community Joining-up done by Franchises at central, regional and local levels One Stop Shop for government content and services Business management Customer management Channel management Technology management Local / City depts / agencies State / Country depts / agencies Citizens Other contributing organisations – public and private Central / Federal depts / agencies Central entry point Assured Inter- mediation Trusted and Interoperable transactions and content Citizen The “Franchise Marketplace” business model for citizen-centric-government Local / Regional entry points Central entry point Business

10. Franchise Lead Agency Industry Organisations Regulators Policy Makers Politicians Lobbyists External Customers Internal customers External Influencers External Partners Internal Influencers Internal Partners Service delivery agencies People (as service users) Businesses People (as citizens) Standards Bodies Suppliers Third-sector Intermediaries TGF Leadership Ministers Support Ecosystem Registry Services Directory Services Development Tooling Channel Services Security Tool Support Federation Communications Existing Asset Base Internal stakeholders External stakeholders Private-sector Intermediaries Co- ordination function

12. A conformant transformation program: Clearly identifies and quantifies the impacts and outcomes it aims to achieve Ensures clear line of sight between every investment and activity in the programme, the immediate outputs these produce, and the final targeted outcomes A conformant transformation program: Establishes clear quantified baselines for the current performance of target outputs and outcomes Sets measurable success criteria Tracks progress against planned delivery trajectories for each of the targeted outputs and outcomes A conformant transformation program: Establishes clear accountability and governance structures to manage benefit delivery. Benefit mappingBenefit trackingBenefit delivery Benefit mappingBenefit trackingBenefit delivery

13. Awareness Understanding Buy-in Action Stakeholder Mapping Collaborative Stakeholder Engagement Model Outcome