Process- and Information Architecture for Dutch Municipalities

Transcription

1 Process ad Iformatio Architecture for Dutch Muicipalities Smartcities Workshop Customer Services 07/05/2009, Kortrijk Jeffrey Gortmaker, EGEM iteams Pagia EGEM iteams

2 Remember the 7 theme's Case ad Processbased Service Delivery Use Authetic Registratios From Bridgig to Tiltig ad Geeralisig Muicipalities as a oestopshop for the whole Govermet Coect to egovermet Services (followig NUP) Servicedelivery i Chais ad Networks Grow towards Service Orietatio 2008 EGEM iteams

3 Cotets GEMMA Referece Architecture StUF (Stadardized Exchage Laguage RSGB (Data model for itegratig Authetic Registry's) Stadardized electroic form specificatios Stadardized (e) processes Process architecture Iformatio architecture 2008 EGEM iteams

4 GEMMA Process Architecture for Service Delivery Framework ad guidelies for digitalizig muicipal service delivery processes Helps i makig agreemets with parters i servicedelivery etwork about: Process desig & cooperatio Servicelevels Stadards Defies framework ad startig poits for GEMMA e processes 2008 EGEM iteams

5 Startig Poits GEMMA Process Architecture Focus o servicedelivery processes Focus op ulockig existig backofficeprocesses (ot o backoffice processes themselves) Geeric for more (all) muicipalities, but still meaigfull Primary goal is digitizig processes, but scope is all chaels Processes o the level of busiess processes, ot workig processes Pagia EGEM iteams

6 V e r z o e k / a ap r o v rd u a ac t g / d i e s t & Ifo r me r e ot va ge & Lev clas er e sific ere leve re ifo zaa ks1: K2: rme bali K3: re ite ver epos tret per stre soo kke sg ebo me de ded s1 s2 if. ele s3 zaa zaa kit ase kge rich t ifo rme re Ita ke & Ifo r me r e Lev er e Bestu r e & Bewa ke Zaak toewij Biege ze meetelijk actore / resour ces Itegr router e aal Pr odu Otva ct& bewak Pr oce ge & sma (moit orig) Regis agem et ter e zaak escala otled tiepro e & ces same v. zake itegr aal produ ctmg mt. Bewa ke & itegr. proce Bestu r e smgm t. Otva (afspr ge & ake, SLA s) r egist er e Be ha del e Zaa k beo ord ele s1 s2 Ite s3 pro gr a duc al Bes ere liss Be ha e del e & s2 Bes luit e beh ad ele besl Be uite ha del e Bes liss e Cotets GEMMA Process Architecture GEMMA Process Architecture Goals ad assumptios Hierarchical Process Model Process Ita Architecture ke diestverl. s1 s3 Kete par te r s Process Priciples Process Modellig Covetios Geeric Process Model Service delivery Pagia EGEM iteams

7 Process Architecture Pagia EGEM iteams

8 Procesarchitecture details (i dutch) 2008 EGEM iteams

9 Geeric Process Service Delivery (buildig Blocks) Process Magamet Moitorig Case admiistratio Iform & itake Formal Request? yes Process Decide Deliver o 2008 EGEM iteams

10 Customer cotact orchestrator custom er Iform & itake Delivery Maage Service Delivery Process & Case File Admiistratio specialist Process (itegrally) Decide (itegrally) 2008 EGEM iteams

11 Muicipal Process Decompositio 2008 EGEM iteams

12 V e r z o e k / a ap r o v rd u a ac t g / d i e s t rs Ifo rme re ot va ge & Lev clas ere sific ere leve re ifo zaa ks1: K2: rme bali K3: re ite ver epos tret per stre soo kke sg ebo me de ded s1 s2 if. ele s3 zaa zaa kit ase kge rich t ifo rme re Ita ke & Ifo rme re Lev ere Bestu re & Bewa ke Zaak toewij Biege ze meetelijk actore / resour ces Itegr router e aal Produ Otva ct& bewak Proce ge & sma (moit orig) Regis agem et tere zaak escala otled tiepro e & ces same v. zake itegr aal produ ctmg mt. Bewa ke & itegr. proce Bestu re smgm t. Otva (afspr ge & ake, SLA s) regist ere Be ha del e Zaa k beo ord ele s1 s2 Ite s3 pro gra duc al Bes ere liss Be ha e del e s1 & s3 s2 Bes luit e beh ad ele besl Be uite ha del e Bes liss e GEMMA Process Architecture Goals ad assumptios Use of Process Architecture Hierarchical Process Model diestverl. Process Priciples Process Ita Architecture ke & Kete parte Process Modellig Covetios Geeric Process Model Service delivery GEMMA eprocesses (per category of products ) Permits Subvetios.. Specific Muicipal Processes EGEM iteams

13 Example of GEMMA eprocess 2008 EGEM iteams

14 GEMMA Iformatio Architecture 2008 EGEM iteams

15 citize busiesses orgaizatos Muicipality frotoffice Products ad Services Give iformatio Give persoal ifo. itake Chaelmaagemet Register Customer cotacts ad cotact details Documetary data (DMS, CMS) midoffice coect Maagemet & moitorig requests Provide access to core registratios backoffice Citize services Social services Care services Educatio Public works Buildig Parkig Taxes Core registratios (o departe metal level ) Muicipal Service Bus (GSB) Govermetal ServiceBus (OSB) Eterprise Service Bus (ESB) citize busiesses orgaizatos Natioal portals ad other public frotoffices frotoffice Natioal ad other e files Register Customer cotacts ad cotact details coect Provide access to authetic registratios Maagemet & moitorig requests Authetic registratios Shared Services backoffice Geeric ifuctios Other Orgaizatios i Public Service Networks, icludig providers of egovermet ifrastructure 2008 backoffice backoffice EGEM iteams

16 2008 EGEM iteams

17 Questios? w: (i dutch) e: 2008 EGEM iteams