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Government
Enterprise
Architecture
GEA-NZ v3.1
Application and ICT Services
Reference Model and Taxonomy
Approved July 2015
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 2 of 71
Crown copyright ©. This copyright work is licensed under the Creative Commons Attribution 3.0 New Zealand licence. In essence, you are free to
copy, distribute and adapt the work, as long as you attribute the work to the Department of Internal Affairs and abide by the other licence terms.
To view a copy of this licence, visit http://creativecommons.org/licenses/by/3.0/nz/. Please note that neither the Department of Internal Affairs
emblem nor the New Zealand Government logo may be used in any way which infringes any provision of the Flags, Emblems, and Names Protection Act 1981 or would
infringe such provision if the relevant use occurred within New Zealand. Attribution to the Department of Internal Affairs should be in written form and not by
reproduction of the Department of Internal Affairs emblem or New Zealand Government logo.
Published by the Department of Internal Affairs www.ict.govt.nz
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 3 of 71
Document
Purpose
The Government Enterprise Architecture for New Zealand (GEA-NZ) Reference Models outline the following
artefacts for each dimension of the architecture:
- Reference taxonomy
- Structure and description
- Context within the GEA-NZ v3.1
- Description of artefacts and relationships with other artefacts across all dimensions
The objective of a Reference Model is to provide widely accepted core taxonomy, and an appropriate visual
representation of that taxonomy. A Reference Taxonomy defines the terminology, and provides a useful,
coherent, consistent, and structured description of the components of an Enterprise Architecture. The need
for reference architectures and associated taxonomies as part of a Government Enterprise Architecture is
described in the GEA-NZ v3.1 Context Document.
There are eight architecturally significant dimensions within the Government Enterprise Architecture for
New Zealand v3.1 framework (GEA-NZ v3.1). Each of these dimensions has a Reference Model which
includes relevant reference artefacts and relationships. Where appropriate the Reference Model has an
associated Reference Taxonomy.
GEA-NZ v3.1 uses reference taxonomies to provide categorisation terms to describe the architecture of
capabilities for use across All of Government (AoG), sectors, clusters, and agencies. Reference taxonomies
reduce complexity by abstracting, organising and simplifying complex information sets.
The overall consistency and cohesiveness of cross government services, shared services and common
capabilities, can be improved when government entities apply common reference taxonomies to deliver
consistent and aligned views of commonly required operational and technological services.
The usage of the GEA-NZ reference taxonomy, at government, agency and sector level, will help drive ICT
efficiencies and Transformation programmes through identification of opportunities for development or and
reuse of common solutions. This will enable the implementation of the Government ICT Strategy and Action
Plan to 2017 and Better Public Services: Results for New Zealanders.
Use of the GEA-NZ v3.1 reference model will:
- Provide common language to promote service, information, system and technology interoperability
- Promote the identification and demand aggregation of sharable and common capabilities to improve
the efficacy, utility and cost effectiveness of ICT across government
- Foster traceability of features to meet requirements
- Support the re-use of solutions and services
- Support the development and delivery of coherent AoG Common Capabilities portfolio
- Support the AoG Data Governance initiatives
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 4 of 71
Scope
This document provides a description of the GEA-NZ v3.1 Application and ICT Services Reference Model and
Taxonomy. This will provide the basis for developing specific Application and ICT Services reference
architectures and patterns. These reference architectures and patterns can be more readily used across
government where the terms from the reference taxonomy are used consistently.
This document does not include the description of the Application and ICT Services reference architecture or
the use of software tools to construct and manage GEA-NZ v3.1 models.
References to related documents are contained within the context of the document.
Audience
The intended audience of this document is (but not limited to):
- Agencies’ Enterprise, Application and Solution Architects
- Agencies and Business partners involved in development and delivery of business and technology
solutions
- ICT and Architect Managers
- ICT Security Specialists for Certification & Accreditation activities (C&A)
Authors
Regine Deleu – All-of-Government Enterprise Architect
Jim Clendon – Senior Enterprise Architecture Modeller
Approval
This document has been created following engagement with the Chief Architect Forum (CAF) and the
Government Enterprise Architecture Group (GEAG). The content will be subject to yearly review and
improvement. The Government Enterprise Architect team will manage revisions and will indicate priorities
for this work. Approval for changes will be sought through the GEAG.
Acknowledgements
This version of the GEA-NZ Application and ICT Services Reference Model and Taxonomy was developed by
the Government Enterprise Architecture team, part of System Transformation Team, Department of Internal
Affairs, New Zealand. It was peer-reviewed and approved by GEAG members.
Additionally, feedback received from a number of experts from various agencies was greatly appreciated.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 5 of 71
Version Control
Version Date Comment Modified by Approved by Next Review Date
V3.0 November 2014 Initial version Regine Deleu GEAG June 2015
V3.1 July 2015 Major Changes
1
:
Regine Deleu
Jim Clendon
GEAG June 2016
- A1 Corporate Applications
- Name change to:
o A1.06.05 Asset Booking from A1.06.05 Media and Facilities Reservations
o A1.06.06 Service Centre from A1.06.06 Issue Tracking
- Added A1.14 Stakeholder Relationship Management
- Added A1.02.09 Financial Reporting
- Added A1.02.10 Financial Risk Management
- Added A1.10.03.01 Web conferencing
- Added A1.10.09.01 On-demand Video Streaming, A1.10.09.02 Video Chat, and A1.10.09.03 Video
Conferencing.
- A3 End User Tools
- A3.02.07 PDF Reader changed to A3.02.07 Document Reader.
- A4 Data and Information Management Services
- Added A4.10 Web Content Management
- A6 Security Services
- Name change to A6.02 Network Security Services from A6.02 Network Security Service
- A7 ICT Components, Services and Tools
- Added:
o A7.03.11 CASE Tools added to A7.03 ICT Development Environment and Tools.
o A7.04.10 ICT Service Level Management added to A7.04 ICT Management Tools
o A7.04.11 ICT Capacity Management
o A7.04.12 Service Desk
o A7.04.13 Server Management
- Corrected name of A7.06 from Core ICT Operation Services to Server Configuration Types
- Removed the Appendix – GEA-NZ v3.0 Application and ICT Services Reference Taxonomy in Context with Other
Artefacts. The relationships between the GEA-NZ Reference Models and the other artefacts have been
implemented into a GEA-NZ Reference Models / Artefacts matrix.
1
A detailed ‘What’s Changed - GEA-NZ v3.0 vs v3.1” overview can be requested.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 6 of 71
Table of Contents
Document.....................................................................................................................................3
Purpose............................................................................................................................................ 3
Scope................................................................................................................................................ 4
Audience.......................................................................................................................................... 4
Authors ............................................................................................................................................ 4
Approval........................................................................................................................................... 4
Acknowledgements ......................................................................................................................... 4
Version Control................................................................................................................................ 5
Table of Contents............................................................................................................................. 6
Executive Summary.......................................................................................................................7
Application and ICT Services Reference Model and Taxonomy .......................................................8
Introduction..................................................................................................................................... 8
Principles.......................................................................................................................................... 9
Context within GEA-NZ v3.1 .......................................................................................................... 10
Benefits.......................................................................................................................................... 10
Development ................................................................................................................................. 12
Background.......................................................................................................................... 12
Approach ............................................................................................................................. 12
Tools .................................................................................................................................... 13
Application and ICT Services Reference Model.............................................................................14
Structure........................................................................................................................................ 14
Application and ICT Services Domains........................................................................................... 15
Corporate Applications........................................................................................................ 16
Common Line of Business Applications............................................................................... 29
End User Computing............................................................................................................ 34
Data and Information Management Services ..................................................................... 38
Identity and Access Management Services......................................................................... 46
Security Services.................................................................................................................. 52
ICT Components, Services and Tools................................................................................... 57
Interfaces and Integration................................................................................................... 67
Specialist Line of Business Applications .............................................................................. 70
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 7 of 71
Executive Summary
The Government Enterprise Architecture for New Zealand (GEA-NZ) Reference Models outline the following
artefacts for each dimension of the architecture framework:
- Reference taxonomy
- Structure and description
- Context within the GEA-NZ v3.1
- Description of artefacts and relationships with other artefacts across all dimensions
The objective of a Reference Model is to provide widely accepted core taxonomy, and an appropriate visual
representation of that taxonomy. A Reference Taxonomy defines the terminology, and provides a useful,
coherent, consistent, and structured description of the components of an Enterprise Architecture.
The GEA-NZ Application and ICT Services Reference Taxonomy consistently categorise and describe the
government –wide Application and ICT that support business capabilities. It is used for identifying
opportunities for cost reduction, collaboration, shared services, common capabilities and solution reuse in
ICT portfolios within and across agencies to effectively and efficiently support citizen centric service
transformation.
The usage of the GEA-NZ reference taxonomy, at government, agency and sector level, will help drive ICT
efficiencies through identification of opportunities for development or and reuse of common solutions. This
will ultimately support the implementation of the Government ICT Strategy and Action Plan to 2017 and
Better Public Services: Results for New Zealanders.
Use of the GEA-NZ v3.1 reference model will:
- Provide common language to promote service, information, system and technology interoperability
- Promote the identification and demand aggregation of sharable and common capabilities to improve
the efficacy, utility and cost effectiveness of ICT across government
- Foster traceability of features to meet requirements
- Support the re-use of solutions and services
- Support the development and delivery of coherent AoG Common Capabilities portfolio
- Support the AoG Data Governance initiatives
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 8 of 71
Application and ICT Services Reference
Model and Taxonomy
Introduction
The GEA-NZ Application and ICT Services describes business applications, including ‘X as a Service’, that
support the business processes. It includes core business, corporate and specialist line of business
applications, end user computing, data and information management, identity and access management and
security services. It also includes ICT components, services and tools, interfaces and integration.
At an All-of-Government level, the model facilitates a common understanding of application assets and ICT
services, identifying opportunities for sharing, reuse, and consolidation or renegotiation of licenses. It also
assists the GCIO assurance function by identifying application assets that will require maintenance or
renewal within the business planning horizon.
At an agency level, the model describes the application assets and ICT services of the agency, and helps
application portfolio management. Mapping their current and planned Information Systems to the
Application and ICT Services Reference Taxonomy categories should help agencies and sectors identify
opportunities for sharing, reuse, and consolidation or renegotiation of licenses.
The GEA-NZ Application and ICT Services Reference Taxonomy provide the basis for categorising applications
and their components. It categorises software that supports business. It does not include operating systems
that are used to operate hardware, as these are contained in the Infrastructure Reference Model.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 9 of 71
The GEA-NZ Application and ICT Services Reference Taxonomy is an integral part of the Government
Enterprise Architecture for New Zealand v3.1 (GEA-NZ v3.1).
Principles
The value of reference models comes from applying them as part of business as usual practices and
capability acquisition across agencies in a consistent manner. They are used to provide a consistent view
across a complex system of business services and supporting ICT so that the delivery of government services
can become customer centric, and that investments can be made that benefits the system as a whole, not
just specific agencies in accordance with the guiding principles of the Government ICT Strategy and Action
Plan to 2017:
- Centrally led, collaboratively delivered
The Strategy and Action Plan will be led by the GCIO and delivered in collaboration with agency
chief executives.
- Customer centricity
Customer insights must inform service design and delivery. Customers should be shielded from
the internal complexities of Government.
- Trust and Confidence
Build public trust and confidence in government’s ability to maintain the privacy and security of
information. This underpins our ability to use digital channels.
- Simplify by design
Remove complexity, fragmentation and duplication, and reengineer business processes end–to-
end.
- Share by default
Capabilities must be shared by default rather than by exception.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 10 of 71
Context within GEA-NZ v3.1
The GEA-NZ Application and ICT Services Reference Taxonomy is a core part of the GEA-NZ Application and
ICT Services Reference Model within the GEA-NZ v3.1 framework. The GEA-NZ Application and ICT Services
Reference Model provides the basis for categorising Application and ICT Services assets at a department or
agency level as well as Sector and AoG levels.
The following table shows the GEA-NZ Application and ICT Services Reference Model in context with the
other GEA-NZ reference models.
ApplicationandICTServices
represents a key mechanism for realising strategic goals,
through adoption of agile core business applications and
industry standard corporate support functions
Strategy, Investment, and Policy
provides the ICT services that enables performance
measurement and governance controls, and offers
opportunities to improve business efficiency through
sharing and reuse
Governance and Performance
provides the application and ICT services that support
business services, processes, capabilities, information
sharing, and reuse
Business
sets requirements and provides the tools to manage,
model, structure, share, and exchange data and
information
Data and Information
provides the application and ICT service requirements for
technology and infrastructure services, and supporting
applications for infrastructure management (e.g. CMDB)
Infrastructure
provides the application and ICT service controls needed
to support security and privacy requirements
Security and Privacy
sets the application and ICT service requirements that
drive development and scope of corresponding standards
Standards
In the Appendix you can find tables showing the GEA-NZ Application and ICT Services Reference Taxonomy in
context with other artefacts.
Benefits
The GEA-NZ Application and ICT Services Reference Model will provide the following benefits to agencies,
sectors and their business partners involved in the delivery of public services and joint capabilities:
- Drives standardisation at the technology layer, improving the overall manageability, ensuring
technologies are directly referenced to business outcomes, and making understanding the impact of
changes more unambiguous.
- Provides a government wide common language for applications and ICT services.
- Identification of opportunities for sharing, re-use and consolidation of services to improve efficiencies
and effectiveness of current capabilities. To guide change towards shared common services.
- It will enable both ‘horizontal’ assessments of where multiple products are delivering the same
business service (consolidation and sharing opportunities), and ‘vertical’ assessments of where
different technology products have been implemented for the same or similar services
(standardisation and re-use opportunities.
- Provides a basis for the objective review of ICT investment by the government.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 11 of 71
- For agencies’ Four Year Plan to help show what they will achieve and how it will be achieved aligning
to Better Public Services and all-of-government shared services.
- Enables more cost-effective and timely delivery of ICT services through a repository of standards,
principles and templates that support repeatable and consistent design and delivery of ICT capability,
as well as business and operational support services.
- Identification of opportunities for the consolidation and standardisation of applications and ICT
services.
- Baseline for agencies’ Services and API Catalogue and their Application portfolio and Catalogue;
- An engagement framework that translates a high-level logical view for capability definition and
delivery. From a practical perspective, to provide a tool kit for Enterprise Architects to use in their
daily work.
This will ultimately result in increased collaboration between agencies, reduced risks, reduced number of
incompatible systems across and within agencies, and it contributes to government-wide interoperability
commitments in an affordable manner.
In real terms, this will allow the Government to realise savings in two key areas:
Financial Management
Aligning the GEA-NZ Application and ICT Services Reference Model within the broader architectural
framework enables explicit links to be established from the governance and performance layer through to
the data and application and infrastructure layers.
This will facilitate continuous, robust analysis of the relationship between ICT investments and the
associated impact on governance and performance against required business outcomes.
Once established, these linkages will support evidence-based decision making around which technologies
and standards are most essential to ensure the continued provision of priority, fit-for-purpose and value for
money systems, services and applications.
User Productivity
Standardisation and rationalisation of diverse set of technical standards will improve productivity for not
only the user community and those responsible for the management and delivery of ICT services, but also
those involved with capability definition, development, acquisition, and delivery and integration
(introduction into service, and integrated logistics support management).
Improved standardisation will reduce existing barriers to workforce interoperability, service availability and
sharing, and data access and sharing capabilities, and deliver improved consistency across communication
and collaboration platforms.
ICT will realise increases in productivity driven by the reduced complexity which flows from having a
standardised, agreed set of application and ICT services.
Additionally, as a more standardised suite of approved technologies and platforms develops over time, the
number of applications which are supported by bespoke or specialised technologies will fall, reducing the
requirement to maintain highly specialised skills to support legacy applications.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 12 of 71
Development
The GEA-NZ Application and ICT Services Reference Taxonomy has been adapted for New Zealand based on
the United States Federal Enterprise Architecture version 2 (US FEAF v2)2
Application and ICT Services
Reference Model combined with content developed for the NZ Defence Technology Reference Model. NZ
Defence based the development of their Technology Reference Model on the following sources:
- GEA-NZ v2.0 AoG Common Operating Environment (COE) and NZDF COE
- NATO C33 Taxonomy
- Australian Department of Defence (DoD) Integrated Defence Architecture4 (IDA)
- US Information Exchange Architecture (IEA).
- UK Government ICT Strategy, End User Device Programme – Conceptual Framework dated Apr 12.
The GEA-NZ v3+ framework separates Application and ICT Services from Applications and ICT Services, so
only content from the NZ Defence Technical Reference Model that relates to Application and ICT Services
have been included.
We have deliberately used the term ICT services to remove any confusion between the services delivered by
government to customers / New Zealand, and what are ICT services which support the delivery of services by
government to customers / New Zealand.
Background
The GEA-NZ v3+ Application and ICT Services Reference Taxonomy replaces the GEA-NZ v2.0 Service
Reference Taxonomy which re-used the NZ FEAF Service Reference Model.
The Service Reference Model abstracted ICT services from the underlying applications. While this approach
has merit in a Service Oriented Architecture for the most part applications are delivering the services
directly. This Service Reference Taxonomy was originally approved as part of the NZ FEAF, back in 2008, and
was essentially the same as the taxonomy in the US FEAF Service Reference Model developed in 2006 – 8
years ago.
There has been some adoption of this within agencies. However 8 years is a long time in the fast moving
world of ICT and technology so it is missing some concepts. As a result agencies have in turn adapted and
expanded the taxonomy to the extent that it no longer provides a common set of terms. For example the
GEA-NZ v2.0 COE Reference Architecture was defined using a new set of terms, with very few terms from the
older reference taxonomies being reused.
Approach
Our approach is to reuse and adapt reference taxonomies from other jurisdictions. Three major sources for
GEA-NZ v3+ are the Australian Government Architecture v3.0 (AGA v3.0), the UK Reference Architecture
(UK-RA 2012), and the US FEAF v2.0.
Representatives from the Chief Architects Forum (CAF) and the Government Enterprise Architecture Group
(GEAG), and other agencies review and contribute to the taxonomies.
2
http://www.whitehouse.gov/sites/default/files/omb/assets/egov_docs/fea_v2.pdf
3
NATO C3 = North Atlantic Treaty Organisation Command, Control and Co-ordination Agency
4
Note: The ADF IDA closely follows the US FEAF model.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 13 of 71
Tools
The GEA-NZ v3.1 Application and ICT Services Reference Model has been developed using Sparx Systems
Enterprise Architect5
modelling tool. The diagrams are published using .png files, Sparx packages, and
Microsoft Excel.
5
Sparx Systems Enterprise Architect, Ultimate Edition, has been selected by Government Enterprise Architecture in
August 2014 as the go forward tool for developing and maintaining GEA-NZ.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 14 of 71
Application and ICT Services Reference
Model
Structure
The GEA-NZ Application and ICT Services Reference Taxonomy model is a simple hierarchical structure made
up of application domains, which are divided into application areas, which have categories. Application
categories may have multiple levels where more detail is required.
The diagram below shows the structure of the taxonomy and an approach for implementation using the
Open Group ArchiMate6
elements and relationships.
6
ArchiMate is an emerging standard for enterprise architecture modelling in the GEA-NZ Standards.
Agency Implementation (Using
ArchiMate 2.1 Specification elements)
Categorisation
GEA-NZ v3.1 Application and ICT Services Reference Taxonomy Structure
A1.01-A9.99
A1-A9
A1.01.01-A9.99.99
Note: The GEA-NZ Application and ICT Services
Reference Taxonomy covers all software except
operating system (which are categorised in the
GEA-NZ Infrastructure Reference taxonomy).
ArchiMate Application
Component
Application Category
Application Domain
ArchiMate Data Object
(Information Asset)
Application Area
Application and
ICT Services
Reference
Taxonomy
ArchiMate Application
Function
ArchiMate Application Service
AchiMate System SoftwareArchiMate Infrastructure
Function
ArchiMate Infrastructure
Service
ArchiMate Application Interface
ArchiMate Infrastructure
Interface
1
«generalisation»
1
«assignment»
1
«access»
1
1
«aggregation
»
«realisation»
«access»
«generalisation»
«generalisation»
«usedby»
«composition»
«realisation»
«assignment»
«usedby»
«generalisation»
«generalisation»
«generalisation»
«generalisation»
«generalisation»
ArchiMate Infrastructure
Function
GEA-NZ v3.1 Application and ICT Services Reference Taxonomy Structure
«generalisation»
«assignment»
«usedby»
«usedby»
«composition»
«generalisation»
«realisation»
«generalisation»
«generalisation»
«generalisation»
«generalisation»
ArchiMate Infrastructure
Service
ArchiMate Application Interface
ArchiMate Infrastructure
Interface
AchiMate System Software
Note: The GEA-NZ Application and ICT Services
Reference Taxonomy covers all software except
operating system (which are categorised in the
GEA-NZ Infrastructure Reference taxonomy).
Application Area
Application Domain
Application and
ICT Services
Reference
Taxonomy
1
1
1
1
1
Categorisation
Agency Implementation (Using
ArchiMate 2.1 Specification elements)
Application Category
ArchiMate Data Object
(Information Asset)
ArchiMate Application
Component«assignment»«access»
«generalisation»
«aggregation
»
A1-A9
A1.01-A9.99
A1.01.01-A9.99.99
ArchiMate Application
Function
ArchiMate Application Service
«realisation»
«access»
«generalisation»
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 15 of 71
Application and ICT Services Domains
The GEA-NZ Application and ICT Services Reference Model include nine domains that can be used as a
common language to classify Application and ICT Services. The domains are:
- Corporate Applications - Standard corporate applications to support internal facing functions.
- Common and Specialist Line of Business Applications - These are business applications to support
outward facing functions for managing touch-points with customers, partners and others.
- End User Computing - Brings together the various applications and ICT services needed to support a
range of end user computing devices.
- Data and Information Management Services - Software and or services that support management
of government data and information and the alignment with standards, quality initiatives, good
practice accessibility, etc.
- Identity and Access Management Services - Software and services to support Identity and access
management (IAM), identifying, controlling and auditing interactions with government assets.
- Security Services - The Security Services domain defines the methods of protecting information and
information systems from unauthorised access, use, disclosure, disruption, modification or
destruction in order to provide integrity, confidentiality and availability.
- ICT Components, Services and Tools - Software and services for operational management and
maintenance of applications, ICT components and services.
- Interfaces and Integration - The Interfaces and Integration application area refers to the collection
of software and services that support how agencies will interface and integrate both internally and
externally.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 16 of 71
Corporate Applications
Note: Detailed diagrams are available as .png files, and this table is available as an Excel file.
Name Description
A1 Corporate Applications These are standard corporate applications within government to support the
internal facing functions for managing staff, money and the way government
agencies run their business.
Note: The applications found in this domain can also be used as ICT services or
application components. Many commercial applications may contain elements of
applications listed here and specific software solutions may offer a mix of these in
one suite.
A1.01 Enterprise Resource
Planning (ERP)
Enterprise resource planning (ERP) is business management software; usually a
suite of integrated applications, that an organisation can use to collect, store,
manage and interpret data from many business activities. In the past ERP solutions
focused on back office functions but modern solutions often include some key
front office functions as well.
Note: Application Categories for ERP can be found under the Corporate
Applications and Core Business Applications areas.
Example ERP Modules are:
- Financial Accounting: General ledger, fixed asset, payables including vouchering,
matching and payment, receivables cash application and collections, cash
management, financial consolidation.
- Management Accounting: Budgeting cost management; activity based costing
- Human Resources: Recruiting, training, rostering, payroll, benefits, diversity
management, retirement, and separation.
- Manufacturing: Engineering, bill of materials, work orders, scheduling, capacity,
workflow management, quality control, manufacturing process, manufacturing
projects, manufacturing flow, product life cycle management.
- Order Processing: Order to cash, order entry, credit checking, pricing, available to
promise, inventory, shipping, sales analysis and reporting, sales commissioning.
- Supply Chain Management: Supply chain planning, supplier scheduling, product
configurator, order to cash, purchasing, inventory, claim processing, and
warehousing (receiving, put away, picking and packing).
- Project Management: Project planning, resource planning, project costing, work
breakdown structure, billing, time and expense, performance units, activity
management.
- Customer Relationship Management: Sales and marketing, commissions, service,
customer contact, call center support - CRM systems are not always considered
part of ERP systems but rather Business Support systems (BSS).
- Self Service: Various "self–service" interfaces for customers, suppliers and/or
employees.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 17 of 71
A1.02 Financial and Asset
Management
Applications, software or services that support financial and asset management.
Financial management refers to the efficient and effective management of money
(funds) in such a manner as to accomplish the objectives of the organisation. It is
the specialised function directly associated with the top management. It includes
how to raise the capital, how to allocate it i.e. capital budgeting. Not only about
long term budgeting but also how to allocate the short term resources like current
assets. It also deals with the dividend policies of the shareholders.
A1.02.01 Budget Planning
and Execution
Software that supports all activities undertaken to determine priorities for future
spending and to develop an itemised forecast of future funding and expenditures
during a specified period of time. This includes the collection and use of
performance information to assess the effectiveness of programs and develop
budget priorities and the legal (apportionment) and managerial (allotment and
sub-allotment) distribution of budget authority to achieve results consistent with
the formulated budget.
A1.02.02 General Ledger Software that supports accounting for assets, liabilities, fund balances, revenues
and expenses associated with the maintenance of government funds and
expenditure of government appropriations (salaries and expenses, operations and
maintenance, procurement, working capital, trust funds, etc.), in accordance with
applicable standards.
A1.02.03 Accounts Payable Software that manages and pays the funds owed.
A1.02.04 Accounts
Receivable
Software that supports collections and receivables, including deposits, fund
transfers, and receipts for sales or service.
A1.02.05 Asset Management Software that supports the tracking of information related to deploying,
operating, maintaining, upgrading, and disposing of assets cost-effectively.
Includes an inventory of assets.
A1.02.06 Expense
Management
Support the management and reimbursement of costs paid by employees or an
organisation.
A1.02.07 Financial Audit Software used to track and manage financial audit and support the examination
and verification of records for accuracy.
A1.02.08 Portfolio
Management
Software or services that provide the set of capabilities to support the
administration of a group of investments held by an organisation.
A1.02.09 Financial Reporting Software or services that support the preparation of accurate and timely financial
reports.
A1.02.10 Financial Risk
Management
Software or services that support financial risk management.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 18 of 71
A1.03 Human Resource
Management
Applications, software or services that support human resource management.
Human resource management (HRM or simply HR) is a function in organisations
designed to maximize employee performance in service of their employer’s
strategic objectives. HR is primarily concerned with how people are managed
within organisations, focusing on policies and systems. HR departments and units
in organisations are typically responsible for a number of activities, including
employee recruitment, training and development, performance appraisal, and
rewarding (e.g., managing pay and benefit systems). HR is also concerned with
industrial relations, that is, the balancing of organisational practices with
regulations arising from collective bargaining and governmental laws.
Note: Health and Safety often is a module in an HR suite but is under A1.09
Business Continuity in this framework.
A1.03.01 Recruitment Software that supports the procedures for attracting and selecting high-quality,
productive employees with the right skills and competencies, in accordance with
merit system principles. This includes developing a staffing strategy and plan, and
establishing an applicant evaluation.
A1.03.02 Education /
Training
Software that supports the design, development, and implementation of a
comprehensive employee development and training approach to ensure that
agency employees have the right competencies.
A1.03.03 Personnel
Administration
Support the matching between an organisation’s employees and potential
opportunities as well as the modification, addition and general upkeep of an
organisation’s employee-specific information.
A1.03.03.01 Employee Records Software that manages employee personnel records and files.
A1.03.03.02 Time and Attendance Software that supports the set of capabilities to support the submission, approval
and adjustment of employee hours.
A1.03.03.03 Career Development
and Retention
Support the monitoring of performance as well as the professional growth,
advancement and retention of an organisation's employees.
A1.03.04 Staff Directory Software that supports the listing of employees and their whereabouts.
A1.03.05 Payroll Software that supports the administration, calculation and payment of employee
wages, bonuses, and deductions including tax.
A1.03.05.01 Salary Management Software and or services that support the calculation and payment of salaries and
payroll taxes.
A1.03.05.02 Benefits Software that supports the design, development, and implementation of benefits
programs for agency employees. This includes establishing and communicating
benefits programs, processing benefits actions, and interacting as necessary with
third party benefits providers.
A1.03.05.03 Awards Software that supports the administration of employee bonus and monetary
awards programs. Also includes software used to design, develop, and implement
pay for performance compensation programs to recognize and reward high
performance, with both base pay increases and performance bonus payments.
A1.03.06 Team and
Organisation Management
Software that supports the hierarchy structure and identification of employees
within the various sub-groups of an organisation.
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A1.03.07 Skills Management Software that supports the proficiency of employees in the delivery of an
organisation's products or services.
A1.03.08 Emergency
Notification
Software that enables designated individuals to communicate critical information
to many individuals across multiple devices.
A1.04 Workforce Capability
Management
Applications, software or services supports workforce management. Workforce
capability management encompasses all the activities needed to maintain a
productive workforce. It can be part of or overlap with HR management and ERP
systems.
A1.04.01 Resource Planning
and Allocation
Software that supports the processes for identifying the workforce competencies
required to meet the agency’s strategic goals and for developing the strategies to
meet these requirements. The software also supports procedures for attracting
and selecting high-quality, productive employees with the right skills and
competencies, in accordance with merit system principles. This includes
developing a staffing strategy and plan; establishing an applicant evaluation
approach; announcing the vacancy, sourcing and evaluating candidates against the
competency requirements for the position; initiating pre-employment activities;
and hiring employees.
A1.04.02 Field Service
Management
Software to optimally plan and dispatch field service technicians and their
properly stocked vehicles to a customer's location in a timely manner in order to
deliver against their service commitments.
A1.04.02.01 Demand Management Software to help forecast work orders to plan the number and expertise of staff
that will be needed.
A1.04.02.02 Workforce Scheduler Software to predefined rules to automatically optimise the schedule and use of
resources (people, parts, vehicles).
A1.04.02.03 Workforce Dispatcher Software to automatically assigning work orders within predefined zones to
particular technicians.
A1.04.03 Contingent
Workforce Management
Software that supports the continuity of operations for an organisation's business
through the identification of surge or temporary personnel in addition to agency
staff.
A1.05 Corporate
Governance and Strategy
Applications, software or services that support corporate governance functions.
Corporate governance broadly refers to the mechanisms, processes and relations
by which corporations are controlled and directed. Governance structures identify
the distribution of rights and responsibilities among different participants in the
corporation (such as the board of directors, managers, shareholders, creditors,
auditors, regulators, and other stakeholders) and include the rules and procedures
for making decisions in corporate affairs. Corporate governance includes the
processes through which corporations' objectives are set and pursued in the
context of the social, regulatory and market environment. Governance
mechanisms include monitoring the actions, policies and decisions of corporations
and their agents. Corporate governance practices are affected by attempts to align
the interests of stakeholders.
A1.05.01 Strategy and
Planning
Software that allows setting up the activities of determining strategic direction,
identifying and establishing programs, services and processes, and allocating
resources (capital and labour) among those programs and processes.
A1.05.02 Governance Software that supports decisions, actions, business rules and other matters that
govern an organisation.
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A1.05.03 Compliance
Management
Compliance Management software and or services provide a common framework
and an integrated approach to manage all compliance requirements faced by an
agency. It enables companies to manage cross-industry mandates and regulations
such as SOX, OSHA, EH&S, and FCPA as well as industry focused regulatory
guidelines from FDA, FERC, FAA, HACCP, AML, Basel II, and Data Retention laws.
A1.05.04 Internal Control Support the methods and procedures used by the organisation to safeguard its
assets, produce accurate accounting data and reports, contribute to efficient
operations, and encourage staff to adhere to management policies and mission
requirements.
A1.05.05 Corporate Policy Software that supports development and enforcement of corporate policy within
an organisation.
A1.05.06 Risk Management Software that allows planners to explicitly address uncertainty by identifying and
generating metrics, setting parameters, prioritizing, and developing mitigations,
and tracking risk.
A1.05.07 Corporate
Performance Management
Software that allows setting up performance metrics, such as cost and
profitability, for planners to explicitly address uncertainty by identifying and
generating metrics, setting parameters, prioritizing, and developing mitigations,
and tracking risk.
Note: May also be called Enterprise Performance Management
A1.06 Corporate
Administration
Applications, software or services that support the day-to-day management and
maintenance of the internal administrative operations.
A1.06.01 Legal Advice Software that supports giving legal advice.
A1.06.02 Facilities
Management
Software that supports facilities management including the maintenance,
administration, certification, and operation of office buildings that are possessions
of the government / agency.
A1.06.03 Accommodation
Management
Software that supports managing the accommodation needs of the workforce.
A1.06.04 Asset Booking Software that supports the processes for viewing availability, booking, and
tracking the use of assets. Assets may include vehicles, media, and facilities.
A1.06.05 Travel Software that supports activities associated with planning, preparing, booking, and
monitoring of business-related travel expenses. This may include employees and
others supporting the work of the government.
A1.06.06 Service Centre Software that supports the management of a service centre to respond to
government and contract employees' technical and administrative questions.
Note: The service centre software and services may be separate to A7.04.12
Service Desk software and services.
A1.07 Procurement Applications, software or services that supports procurement; the acquisition of
goods, services or works from an outside external source.
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A1.07.01 Supplier
Management
Software used to manage the relationship and lifecycle of existing suppliers. The
purpose of Supplier Management is to obtain value for money from suppliers and
contracts. It ensures that underpinning contracts and agreements align with
business needs, Service Level Agreements and Service Level Requirements.
Supplier Management oversees process of identification of business needs,
evaluation of suppliers, establishing contracts, their categorisation, management
and termination.
Note: This has a close link to "Partner Relationship Management" in the "Common
Line of Business Application" area.
A1.07.01.01 Sourcing Management Support the supply of goods or services as well as the tracking and analysis of
costs for these goods.
A1.07.01.02 Supplier Contract
Management
Supplier Contract Management (SPM) is about defining what a supplier is to
deliver in a contract.
A1.07.01.03 Supplier Performance
Management
Supplier Performance Management (SPM) is about ensuring the supplier delivers
what has been promised in the contract.
A1.07.01.04 Supplier Balanced
Scorecard
A balanced scorecard includes a mixture of quantitative and qualitative measures,
including how key participants perceive the quality of the relationship. These KPIs
are shared between customer and supplier and reviewed jointly, reflecting the
fact that the relationship is two-way and collaborative, and that strong
performance on both sides is required for it to be successful. Advanced
organisations conduct 360 degree scorecards, where strategic suppliers are also
surveyed for feedback on their performance, the results of which are built into the
scorecard.
A1.07.02 Ordering /
Purchasing
Allow the placement of request for a product
A1.07.02.01 Supplier Catalogue
Management
Support the listing of available products or services that an organisation offers and
shopping cart / ordering functionality.
A1.07.02.02 Invoice Tracking and
Approval
Software that manages inflow and outflows of "products", as well as data about
the level of "products" on hand and support the identification of where a
shipment or delivery is within the business cycle.
A1.07.02.03 Logistics and
Transportation
Provide for efficient freight and traffic management to receive purchased goods
and services.
A1.08 Business Intelligence
and Analytics
Software or services to support Business intelligence (BI). It includes techniques
and tools for the transformation of data and information into meaningful and
useful information and knowledge for business analysis purposes.
Common functions of business intelligence technologies are reporting, online
analytical processing, analytics, data mining, process mining, complex event
processing, business performance management, benchmarking, text mining,
predictive analytics and prescriptive analytics.
A1.08.01 Data Warehouse A data warehouse (DW, DWH), or an enterprise data warehouse (EDW), is a
system used for reporting and data analysis. Integrating data from one or more
disparate sources creates a central repository of data, a data warehouse (DW).
Data warehouses store current and historical data and are used for creating
trending reports for senior management reporting such as annual and quarterly
comparisons.
The data stored in the warehouse is uploaded from the operational systems (such
as marketing, sales, etc.). The data may pass through an operational data store for
additional operations before it is used in the DW for reporting.
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A1.08.01.01 Data Mart A data mart is the access layer of the data warehouse environment that is used to
get data out to the users. The data mart is a subset of the data warehouse that is
usually oriented to a specific business line or team. Data marts are small slices of
the data warehouse. Whereas data warehouses have an enterprise-wide depth,
the information in data marts may pertain to a single department.
A1.08.01.02 Data Mining Software that provides for the efficient discovery of non-obvious, valuable
patterns and relationships within a large collection of data.
A1.08.01.03 Decision Support Software or services that support business or organisational decision-making
activities. Supports the management, operations, and planning levels of an
organisation and helps to make decisions, which may be rapidly changing and not
easily specified in advance.
A1.08.01.04 Online Analytical
Processing (OLAP )
Software or services that support a process to swiftly answer multi-dimensional
analytical (MDA) queries and enable users to interactively analyse
multidimensional data from multiple perspectives. An OLAP consists of three basic
analytical operations: consolidation, drill-down, and slicing and dicing.
A1.08.01.05 Online Transaction
Processing (OLTP )
Online transaction processing (OLTP) is a class of information systems that
facilitate and manage transaction-oriented applications, typically for data entry
and retrieval transaction processing.
A1.08.01.06 Predictive Analysis Software and or services to provide predictive analysis. Predictive analysis is about
finding and quantifying hidden patterns in the data using complex mathematical
models that can be used to predict future outcomes. Predictive analysis is
different from OLAP in that OLAP focuses on historical data analysis and is reactive
in nature, while predictive analysis focuses on the future. These systems are also
used to support Customer Relationship Management (CRM).
A1.08.02 Knowledge and
Discovery Management
Software that supports knowledge and discovery management.
A1.08.02.01 Data and Information
Analysis
Software and or services to support the analysis and inspection of data and
information. This feeds into:
- Data and Information Modelling
- Data Categorisation
- Data Cleaning
- Data Transformation
A1.08.02.02 Information Retrieval Software that provides access to data and information for use by an organisation
and its stakeholders.
A1.08.02.03 Knowledge Capture Software that facilitates collection of data and information.
A1.08.02.04 Knowledge Distribution
and Delivery
Software that supports the transfer of knowledge to the end customer.
A1.08.02.05 Simulation Software or services that help manipulate information to identify patterns and
create possible changes.
A1.08.02.06 Survey Data Collection Software or services that support methods to collect information from a sample of
individuals in a systematic way for empirical research in social sciences, marketing
and official statistics.
A1.08.03 Business
Intelligence Reporting
Software and or services that supports analysis, reporting and statistics for
Business Intelligence.
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A1.08.03.01 Ad hoc Reporting Software tools or services that support the creation and display of individually
designed and structured reports with self-service access to meaningful data.
A1.08.03.02 Balanced Scorecard A semi-standard structured report supported by proven design methods and
automation tools that can be used by managers to keep track of the execution of
activities by the staff within their control and to monitor the consequences arising
from these actions.
A1.08.03.03 BI Dashboard A dashboard is "an easy to read, often single page, real-time user interface,
showing a graphical presentation of the current status (snapshot) and historical
trends of an organisation’s key performance indicators to enable instantaneous
and informed decisions to be made at a glance.
In real-world terms, "dashboard" is another name for "progress report" or
"report." Often, the "dashboard" is displayed on a web page that is linked to a
database which allows the report to be constantly updated. A dashboard can be
created as a 'mashup' of data from different sources.
Note: This is not to be confused with a balanced scorecard.
A1.08.03.04 On Demand Reporting Software tools or services that support on-demand reporting. An on-demand
report is a formatted version of a report run with the currently available data and
viewed immediately. When you run an on-demand report, you can specify the
parameter values to use; the report is then formatted using the current data and
displayed in the report viewer.
A1.08.03.05 Standardised / Canned Software or services that support the creation and display of standard reports with
self-service access to meaningful data.
A1.08.04 Operational Data
Store (ODS)
An operational data store (ODS) is a database designed to integrate data from
multiple sources for additional operations on the data. Unlike a master data store
the data is not passed back to operational systems. It may be passed for further
operations and to the data warehouse for reporting.
Because the data originates from multiple sources, the integration often involves
cleaning, resolving redundancy and checking against business rules for integrity.
An ODS is usually designed to contain low-level or atomic (indivisible) data (such
as transactions and prices) with limited history that is captured "real time" or
"near real time" as opposed to the much greater volumes of data stored in the
data warehouse generally on a less-frequent basis.
A1.08.05 Statistical Analytics Software or services that support the study of a collection, organisation, analysis,
and interpretation of data.
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A1.08.06 Data Profiling Software that supports all forms of data analysis of extremely large, complex data
sets (big data) that are manipulated for business consumption.
Data profiling is the process of examining the data available in an existing data
source (e.g. a database or a file) and collecting statistics and information about
that data. The purpose of these statistics may be to:
- Find out whether existing data can easily be used for other purposes.
- Improve the ability to search the data by tagging it with keywords, descriptions,
or assigning it to a category.
- Give metrics on data quality including whether the data conforms to particular
standards or patterns.
- Assess the risk involved in integrating data for new applications, including the
challenges of joins.
- Assess whether metadata accurately describes the actual values in the source
database.
- Understanding data challenges early in any data intensive project, so that late
project surprises are avoided. Finding data problems late in the project can lead to
delays and cost overruns.
- Have an enterprise view of all data, for uses such as master data management
where key data is needed, or data governance for improving data quality.
A1.09 Business Continuity Software or services to support the business continuity. This includes Health and
Safety Management, Disaster Management.
A1.09.01 Health & Safety Software and or services that support the security and physical well-being of an
organisation's employees.
Note: This is often part of an HR suite.
A1.09.02 Disaster
Management
Software and or services that support the emergency processes and recovery of
the physical facilities and people in case of a disaster.
A1.10 Unified
Communications and
Collaboration
Software and or services that support unified communications and collaboration.
A1.10.01 Calendaring Software and or services that provide users with an electronic version of a
calendar, an appointment book, address book, and/or contact list.
A1.10.02 Communications
Integration
Software and or services that support the integration and coordination between
different communication types that delivers the value of unified communications.
It includes the ability to contact people with a range of different types of
communications technology as appropriate for the situation and person, presence
across different communication types, and follow-me functionality across
different communication types.
A1.10.03 Electronic Meeting
and Collaboration
Software and or services for sharing presentations, electronic whiteboards,
screens with other meeting participants. These may be delivered bundled as part
of video conferencing tools, or delivered separately.
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A1.10.03.01 Web Conferencing Web conferencing is made possible by Internet technologies, particularly on
TCP/IP connections. Services may allow real-time point-to-point communications
as well as multicast communications from one sender to many receivers. It offers
data streams of text-based messages, voice and video chat to be shared
simultaneously, across geographically dispersed locations. Applications for web
conferencing include meetings, training events, lectures, or presentations from a
web-connected computer to other web-connected computers and mobile devices.
Note: A distinction has been drawn between Web conferencing which typically
involves people using their desktop or mobile devices and Video Conferencing
(A1.10.09.03) involving specialised equipment.
A1.10.04 Email Server Software and or services for delivering, storing and managing e-mail. Electronic
mail, commonly referred to as email or e-mail, is a method of exchanging digital
messages from an author to one or more recipients. Modern email operates
across the Internet or other computer networks. Email systems are based on a
store-and-forward model. Email servers accept, forward, deliver and store
messages.
A1.10.05 Event / News
Management
Software and or services that provides users with frequently updated content to
which they subscribe.
A1.10.06 Instant Messaging Software and or services that provides Instant messaging (IM). These technologies
support a form of communication over the Internet that offers quick transmission
of text-based messages from sender to receiver. In push mode between two or
more people using personal computers or other devices, along with shared clients,
instant messaging basically offers real-time direct written language-based online
chat. The user's text is conveyed over a network, such as the Internet. It may
address point-to-point communications as well as multicast communications from
one sender to many receivers. More advanced instant messaging allows enhanced
modes of communication, such as live voice or video calling, video chat and
inclusion of hyperlinks to media.
A1.10.07 Social Software Software that supports the capturing, storing and presentation of communication,
usually written but may include audio and video as well. Interactive tools handle
mediated interactions between a pair or group of users. They focus on establishing
and maintaining a connection among users, facilitating the mechanics of
conversation and talk.
A1.10.08 Syndication
Management
Software and or services that supports web feed formats used to publish
frequently updated works, such as blog entries, news headlines, audio, and video,
in a standardised format. This can include ATOM feeds, RSS etc.
A1.10.09 Video Software and or services for communicating with people using video. Video is the
technology of electronically capturing, recording, processing, storing, transmitting,
and reconstructing a sequence of still images representing scenes in motion.
A1.10.09.01 On-demand Video
Streaming
On-demand Video Streaming (Also called Video on demand - VOD) are systems
which allow users to select and watch/listen to video (and audio) content when
they choose to, rather than having to watch at a specific broadcast time.
A1.10.09.02 Video Chat Video Chat is designed for individuals to set up real time connection with audio
and video.
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A1.10.09.03 Video Conferencing Video Conferencing (also known as Videoconferencing - VC) is designed to serve a
conference by a set of telecommunication technologies which allow two or more
locations to communicate by simultaneous two-way video and audio
transmissions.
Note: A distinction has been drawn between Video Conferencing involving
specialised equipment and Web conferencing (A1.10.03.01) which typically
involves people using their desktop or mobile devices.
A1.10.10 Voice Software for communicating with people using voice or audio channels.
A1.10.11 Voicemail Software for storing voicemail, delivering notifications and managing access to
stored messages. Voice-mail is a computer based system that allows users and
subscribers to exchange personal voice messages; to select and deliver voice
information; and to process transactions relating to individuals, organisations,
products and services, using an ordinary telephone.
A1.10.99 Other Unified
Communications and
Collaboration
Other Unified Communications and Collaboration software.
A1.11 Enterprise Content
Management (ECM)
Software and or services that support Enterprise Content Management. ECM is an
umbrella term covering document management, Web content management,
search, collaboration, records management, digital asset management (DAM),
workflow management, capture, and scanning. ECM is primarily aimed at
managing the life-cycle of information from initial publication or creation all the
way through archival and eventually disposal.
Note: The underlying modules / applications components / services are found in
"Records and Content Management".
A1.12 Business Process
Management System
(BPMS)
The Business Process Management System (BPMS) is considered a critical
component of operational intelligence (OI) solutions to deliver real-time,
actionable information. This real-time information can be acted upon in a variety
of ways - alerts can be sent or executive decisions can be made using real-time
dashboards. OI solutions use real-time information to take automated action
based on pre-defined rules so that security measures and or exception
management processes can be initiated.
Note: BPM is viewed as a bridge between Information Technology (IT) and
Business.
Note: The components that make up BPMS are found in the application area
"Business Process Management Tools". For the purposes of the ART we have
taken this approach as while BPMS is a recognised application system or suite the
components can be found in many other applications as core building blocks for
those applications.
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A1.13 Business
Transformation and
Improvement
Software and or services that supports business transformation. Business
transformation is about making fundamental changes in how business is
conducted. Business improvement is about making evolutionary changes, and
includes the practice of Business Process Improvement (BPI). This application area
covers the software tools to manage both transformation and improvement.
Business transformation is achieved by realigning the way staff work, how the
organisation is structured and how technology is used. Typically organisations go
through several stages in transforming themselves:
- Recognising the need to change and gaining consensus amongst stakeholders
that dramatic change is necessary.
- Agreeing what form the change should take the objectives of the change and a
vision that describes a better future.
- Understanding what the organisation is changing from and what needs to change
in detail.
- Designing the new organisational way of working and its support and
management.
- Testing and implementing changes, usually in waves, typically over a number of
years.
- Bedding in the change so that the organisation cannot move back to how it was
and achieves the intended benefits.
Business Process Improvement is a systematic approach to help an organisation
optimize its underlying processes to achieve more efficient results.
A1.13.01 Business Change
Management
Software and or services that support Change Management. Change Management
is the process, tools and techniques to manage the people-side of change to
achieve the required business outcome. It also incorporates the organisational
tools that can be utilised to help individuals make successful personal transitions
resulting in the adoption and realisation of change.
- Process: Planning for change, Managing change, Reinforcing change.
- Tools: Individual change model, Communications, Sponsorship, Coaching,
Training, Resistance management.
A1.13.02 Portfolio
Management
Software and or services that support the centralized management of processes,
methods, and technologies used by project managers and project management
offices to analyse and collectively manage current or proposed projects based on
numerous key characteristics.
A1.13.03 Programme
Management
Software and or services that support Program Management. Programme
Management is the process of managing several related projects. It provides
oversight of the purpose and status of the projects in a program and can use this
oversight to support project-level activity to ensure the program goals are met by
providing a decision-making capacity that cannot be achieved at project level.
A1.13.04 Project
Management
Software and or services that provides capabilities for cost estimation and
planning, scheduling, cost control and budget management, resource allocation,
collaboration, communication, quality management and documentation or
administration systems, which are used to deal with the complexity of large
projects.
Project management is the application of knowledge, skills, tools and techniques
to project activities to meet project requirements.
Project management is accomplished through the application and integration of
the project management processes of initiating, planning, executing, monitoring
and controlling, and closing.
A1.13.05 Requirements
Management
Software and or services used to document, analyse, trace, prioritize and agree on
requirements for an initiative and communicate with the relevant stakeholders.
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A1.14 Stakeholder
Relationship Management
Stakeholder Relationship Management enables agencies to enter and group the
people and institutions that have an interest in the agency, both internally and
externally, and provide them with information about the agency. It gives the
agency the means to track and manage what information and communication was
provided to each stakeholder.
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Common Line of Business Applications
Note: Detailed diagrams are available as .png files, and this table is available as an Excel file.
Name Description
A2 Common Line of
Business Applications
These are standard business applications within government to support the
outward facing functions for managing touch-points with customers, partners and
anyone who interacts with government.
Note: The applications found in this domain can also be used as ICT services or
application components. Many commercial applications may contain elements of
applications listed here and specific software solutions may offer a mix of these in
one suite.
A2.01 Product and Service
Management
Software and or services that facilitate the creation and maintenance of products
and services.
A2.01.01 Product and Service
Lifecycle Management
These applications are used to manage the lifecycle of a product from idea
through to retiring a product. Features include: managing product requirements,
modelling products, providing detailed product specifications, introducing new
products, managing existing products, retiring products, forecasting, and
implement marketing and offer strategies.
A2.01.02 Product and Service
Catalogue Management
Product and Service Catalogue Management is the ability to create and maintain
products that can be offered to customers. More specifically, it is the ability to
explicitly model the structure of a product, then create and centrally manage the
instances (or “catalogue”) of products based upon that structure. Products are not
always discreet, single items. A product can be a number of components
associated together and sold as a single purchasable entity. Therefore the product
may be comprised of multiple components, tangible or intangible, such as
services, features, devices, etc., that are “assembled” together to form a single
sellable entity. Some of the components within a product will be enabled by
shared / common / reusable services (e.g., location finder). Some of the
components within a product will be enabled by shared / common / reusable
resources. These underlying services and resources may be managed by different
parts of the organisation.
A2.01.03 Product and Service
Performance Management
These applications are used to manage the performance of products and services.
Features include: campaign tracking, revenue reporting, cost reporting, capacity
analysis, cost management, inventory optimisation, and sourcing determination.
A2.02 Marketing Software and or services to facilitate marketing and promotion of products and
services.
A2.02.01 Sales and
Marketing Management
Software and or services to manage promotions of a product or service and
capture of new business.
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A2.02.02 Brand Management Software and or services to support the application of a trade name to a product
or service as well as developing an awareness for the name
A2.02.03 Marketing Surveys Software and or services to support surveys to collect useful information from an
organisation's customers.
A2.02.04 Campaign
Management
Software and or services to manage the lifecycle of marketing campaigns. Ideally
this should leverage a single consistent view of the customer data. It provides
design, execution, analytics and refinement.
A2.03 Customer
Relationship Management
Software and or services to support customer relationship management (CRM).
Software used to plan, schedule, and control the activities between the customer
and the enterprise, both before and after a product or service is offered.
A2.03.01 Customer Contact
and Profile Management
Software and or services to provide a comprehensive view of all customer
interactions, including calls, e-mail, correspondence and meetings; also provides
for the maintenance of a customer’s account, business and personal information.
It can automatically synchronize suitable appointment dates, times, and methods
for customer contact.
A2.03.02 Customer Order
and Registration
Management
Software and or services to support customer order and registration that allows
order creation and tracking.
A2.03.03 Customer Account
Management
Software and or services to support the retention and delivery of a service or
product to an organisation's clients.
A2.03.04 Customer Self-
Management
Software and or services to support customer self-management that can include:
- Browsing the product and services catalogue.
- Viewing product and services eligibility.
- Shopping cart driven order management.
- Reporting problems and troubleshooting.
- Setting preferences, alerts and notifications.
- Access to guidelines and tutorials.
- Access to Call center agents.
- Account management.
- Self registration to online services.
- Service requests management.
- Service request submission.
- Service request amendment.
- Service request closure.
A2.03.05 Customer Problem
Management
Software and or services to support customer problem management that allows
problem qualification & reception.
A2.03.06 Customer Analytics Software and or services that supports the analysis of an agency’s customers,
customer experiences, as well as the scoring of third-party information as it relates
to customers. This also includes handling comments and feedback from
customers.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 31 of 71
A2.04 Partner Relationship
Management
Software and or services that supports the effective collaboration between an
organisation and its business partners, providers, particularly members of the
distribution chain (e.g. channel and alliance partners, resellers, agents, brokers
and dealers) and other third parties that support operations and service delivery
to an organisation’s customers; includes performance evaluation of partners, if
necessary.
This becomes increasingly important as government products and services are
delivered through non-agency channels.
A2.04.01 Partner Contract
and SLA Management
Software and or services that support partner contract and SLA management
including features such as: issue reception, collection, analysis, violation
management, and reporting.
A2.04.02 Partner Account
Management
Software and or services that support the retention and delivery of a service or
product to an agency's partners.
A2.04.03 Partner Contact
and Profile Management
Software and or services that provides a comprehensive view of all partner
interactions, including calls, e-mail, correspondence and meetings; also provides
for the maintenance of a customer’s account, business and organisational
information.
A2.04.04 Partner Problem
Management
Software and or services that support partner problem qualification & reception
features such as: ID validation, reception of problems from various sources,
problem triage, and access to a complete partner problem history database... It
also includes problem lifecycle management, problem resolution, problem
reporting.
A2.04.05 Partner Analytics Software and or services for the analysis of an agency's partners, partner
collaboration, partner engagement, as well as the scoring of partner information.
This also includes handling comments and feedback from partners.
A2.05 Customer Accounting Software and or services for financial interactions with the customers of
Government, business and individuals.
A2.05.01 Customer Financial
Account Management
Software and or services that support financial account management for customer
financial transactions with the agency.
A2.05.02 Customer Invoicing
and Statement Management
Software and or services that support the management of customer invoices and
statements produced by the agency.
A2.05.03 Customer
Collections
Software and or services that is concerned with financial transactions which
include receipts and payments from / to Customers.
A2.05.04 Customer Debts
and Recovery
Software and or services that handles customer debts and recovery.
A2.06 Customer Service Software and or services that supports activities associated with providing an
agency’s customers with information regarding the agency’s service offerings and
managing the interactions and relationships with those customers.
These tools can also be used by partners involved in providing service to
customers.
A2.06.01 Contact Centre /
Help Desk
Software and or services that support activities associated with providing an
agency’s customers with information regarding the agency’s service offerings and
managing the interactions and relationships with those customers.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 32 of 71
A2.06.02 Contact Centre
Management
Software and or services that support Contact Centre Management. Contact
Centre Management handles telephone sales and/or service to the end
customers. Application services include; contact centre workforce management
(including virtual operators that may work outside the call centre), queue
management (including call backs where customer choose to be called back rather
than wait, and automatic call distributing queuing (ACDQ), quality monitoring,
analysis, and reporting.
A2.06.03 Contact Centre
Knowledge Base
Software and or services that support a Contact Centre Knowledge base. This
provides instant, reliable answers to agents, for example process guides, product
guides, frequently asked questions, escalation etc. Includes; search, ability to
collaborate with other departments, and reporting on knowledge base usage.
A2.06.04 Case Management Software and or services that support the management of the life cycle of a
particular claim or investigation within an agency to include creating, routing,
tracing, assignment and closing of a case as well as collaboration among case
handlers.
Note: The terms case management is fairly generic, and we can find specific
instances of case management for example order management, problem
management, grant management etc.
A2.06.05 Online Interactive
Assistance
Software and or services that provide an electronic interface for customers receive
assistance from customer service personnel.
A2.06.06 Online Guidelines Software and or services that provide an electronic interface to educate and assist
customers.
A2.06.07 Translation
Software
Software and or services that supports or enables translation functionality. This
does not include software for other purposes that can be used in multiple
languages. Also known as multi-lingual support.
A2.06.08 Payment Systems Software and or services that support the use of credit cards or electronic funds
transfer for payment and collection of products or services. Examples: PayPal,
cash, Bitcoin, etc. Also known as point of sale systems (POS).
A2.07 Emergency
Management
Software that supports delivery of emergency management services.
A2.07.01 Emergency
Management Information
System (EMIS)
Software that supports emergency management information collection and
management. For continuity and inter-operability between emergency
management stakeholders, EMIS supports an infrastructure that integrates
emergency plans at all levels of government and non-government involvement for
all four phases of emergencies.
Common features of the software include Geographic Information Systems (GIS),
weather and plume modelling, resource management, and Command, Control,
and Communication (C3) functions.
A2.07.02 Hospital Incident
Command System (HICS)
A Hospital Incident Command System (HICS) is an incident command system (ICS)
designed for hospitals and intended for use in both emergency and non-
emergency situations. It provides hospitals of all sizes with tools needed to
advance their emergency preparedness and response capability—both individually
and as members of the broader response community.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 33 of 71
A2.07.03 Emergency
Communications System
(ECS)
An Emergency Communication System (ECS) is any system (typically, computer-
based) that is organised for the primary purpose of supporting one-way and two-
way communication of emergency messages between both individuals and groups
of individuals. These systems are commonly designed to integrate the cross-
communication of messages between varieties of communication technologies,
forming a unified communication system intended to optimize communications
during emergencies.
A2.08 Grants Management Software that supports grants management, where a grant of money is made to
an organisation or individual for a specific purpose.
A2.08.01 Grant Receipt of
Proposals
Portal for the receipt of grant proposals.
A2.08.02 Grant
Administration
Software that supports the administration and monitoring of grants.
A2.08.03 Grant Review Software that supports the review process for grants.
A2.08.04 Grant
Announcement
Portal that posts and publishes announcements of grants to be funded.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 34 of 71
End User Computing
Note: Detailed diagrams are available as .png files, and this table is available as an Excel file.
Name Description
A3 End User Computing The End User Computing application domain brings together the various
applications and ICT services needed to support a range of end user computing
devices, from traditional PC's through to smart phones and tablets and
personalisation services.
A3.01 End User Device
Management
Software and or services that controls the hardware and software environments,
as well as documents of end users (individuals and or organisations).
Note: Security aspects are covered under "Security Services".
A3.01.01 Application
Compatibility Testing
Tool to automate the analysis of applications to determine compatibility with
device operating systems.
A3.01.02 Application
Deployment
Mechanism to install packaged applications to workstations and other end user
devices running locally installed applications. See also "Packaging Tools".
A3.01.03 Application
Discovery
Application Discovery is a tool that can be used to discover which applications are
being used within an agency. Discovery tools may be agent-less or require agents
and may use a variety of means to discover applications.
A3.01.04 OS Deployment The OS Deployment tools are used to deploy (patched) operating system images.
See also "Packaging Tools".
A3.01.05 Packaging Tools Tools or solution set for packaging applications for delivery to an end user device.
See also" OS Deployment" and "Application Deployment".
A3.01.06 Patch Manager Tools to automatically remediate manage installation of and report on operating
system and application software patches. The applicability of this functional
component is mainly focussed on fat device desktop and fat device laptop.
A3.01.07 Persona Manager Persona Manager tools maintain information relevant to a particular user
(settings, preferences, and configuration) and determine how it is managed across
devices and contexts.
A3.01.08 Policy Compliance
Manager
Policy Compliance Manager tools monitor configuration against policy for
compliance and initiates action if the configuration does not comply with the
relevant policy.
Note: Policy Compliance Manager, Policy Manager and Security Configuration
Manager are often, though not always, implemented using the same software
technology.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 35 of 71
A3.01.09 Policy Manager Tools to manage deployment and enforcement of policy on the configuration and
settings of devices and their operating systems. NB: Policy Compliance Manager,
Policy Manager and Security Configuration Manager are often, though not always,
implemented using the same software technology.
A3.01.10 Security
Configuration Manager
Tools to manage, report on and enforce required security configuration of client
devices. NB: Policy Compliance Manager, Policy Manager and Security
Configuration Manager are often, though not always, implemented using the
same software technology.
A3.01.11 Self Service
Application Store
A Self-Service App Store allows users to self-select, and automatically provision
applications onto their devices. This may include workflow functionality to allow
for line-management approval or to control expenditure, license consumption and
financial approval.
A3.01.12 User Data Manager User Data Manager tools provide access to users’ files regardless of their
environment. This functional building block does NOT guarantee off-line access,
but may deliver that as an additional feature.
A3.01.13 Virtualisation
Compatibility Testing
Tool to automate the analysis of applications to determine compatibility with
application virtualisation. Note: these tools are often implemented in combination
with Application Compatibility Testing.
A3.01.14 Virtual Desktop
Manager
Virtual Desktop Manager tools manage the allocation and configuration of virtual
desktops and virtual desktop pools to PC's and other end user devices.
A3.01.15 Privacy and Policy
Enforcement Management
Tools to manage, report on and enforce required privacy and policy configuration
of client devices.
A3.01.99 Other End User
Configuration Management
Other End User Configuration Management tools.
A3.02 End User Tools End User Tools consists of all of the utility applications that are available for use by
the users of the Standard Operating Environment (SOE). There will be a variance
of the utilities required between devices. In addition, some operating systems
deliver these capabilities as part of the operating system’s native capabilities.
Therefore care needs to be taken not to merely provide a utility because it is in
this list, but instead to ensure that these capabilities are delivered by the
complete SOE while minimising the number of utilities delivered as separate
applications.
Note: Productivity, Mobile Applications, Unified Communications and
Collaboration, and Visualisation have specific application areas and are not include
here.
A3.02.01 Additional
Language Support
Software and or services that support additional languages. This gives the use the
ability to enter, display and spell-check additional languages as required. Māori
should be installed as a default.
A3.02.02 Audio Tools Audio Tools are required to adjust and tune audio components installed in the
devices. There are some tools resident in the OS, but advanced functionality can
be gained from using the native tools that are provided with the audio
components.
A3.02.03 File Compression
and Extraction
File compression software and or services. File Compression is the capability to
compress files for storage or transit and extract files that have been compressed.
There are formats that are commonly used such as ZIP, which require an
additional software component or could be supported natively in the Operating
System being run.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 36 of 71
A3.02.04 File Screen Saver An application that displays an image on and end user device display after a pre-
set time to hide applications and the information they display when running on
that device to minimise the opportunity for unauthorised access. Screen Savers
include the ability to auto-lock a device.
A3.02.05 Display Tools Display Tools are required to attach additional monitors / projectors and to
change resolution states etc. Some display tools are resident in the OS, but
advanced functionality can be gained by using the native tools that are provided
with the display adapter.
A3.02.06 Legacy Browser
Support
Legacy Browser Support services provide the ability to display web applications
that require legacy browsers, for example some applications require Internet
Explorer 6 proprietary extensions.
A3.02.07 Document Reader A document reader is software required to read documents such as PDF files. This
is a basic tool that does not allow editing of the document. This software is subject
to regular version updates which can be problematic for users and cause issues in
locked down environments. Because of this, the software is a perfect candidate
for Application Virtualisation technology.
A3.02.08 Power
Management Tools
Power Management Tools allow changes to be made to the power scheme on the
device. This can reduce the energy consumption on the device or ensure power
saving doesn't affect expected operation. As an example, users would turn off
hibernation if they were going to be doing a presentation. Power settings have
the potential to save an organisation a substantial amount of money, when the
savings per device are multiplied by the number of devices installed.
A3.02.09 Runtime
Environment
Runtime Environments (also known as Development frameworks) such as a Java
runtime environment or .NET are required to allow applications or applets based
on those frameworks to execute. Incompatibility issues can arise when different
versions of the frameworks are required on a single device. This can be resolved
using Application Virtualisation Client and its associated backend technologies, as
each virtual bubble forms an isolation barrier.
A3.02.10 Web Application
Frameworks
Web Application Frameworks are required to run web application components
developed in that framework. Examples of these frameworks are Adobe Flash and
Air or Microsoft Silverlight.
A3.02.11 Web Browser Web Browser provides the interface to all web based content, be it on the Internet
or Intranet. Often the delivery of web applications is underestimated because of a
perception that it’s simply browser based. Web applications often require
additional applets or plug-ins for the application to work or to be displayed for the
visually impaired. These factors need to be considered to ensure usability and
security is not compromised.
A3.02.12 Secure Remote
Access
Solution providing secure access from outside the boundaries of the agency to a
user’s end user computing environment. Enables authorised individuals to
remotely access the user interface of a computing resource for the purpose of
installation, configuration, auditing or process management.
A3.02.99 Other End User
Tools
Other end user tools without a defined application category.
A3.03 Mobile Applications Mobile applications are deployed on mobile devices such as smart phones and
tablets.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 37 of 71
A3.04 Productivity Suite Productivity Suite is the core suite of bundled applications that support the most
commonly used office activities such as; Word processor, Spreadsheet, Email
clients, Presentation software, Drawing tools, Publishing software, and Database
application.
A3.04.01 Image
Manipulation
Software used to create or edit images. Includes: vector and raster drawings,
colour manipulation, image filtering, etc.
A3.04.02 Email Clients Email Clients also known as Mail User Agents - MUA.
A3.04.03 Presentation Software used to display information, normally in the form of a slide show.
A3.04.04 Publishing Software used to publishing.
A3.04.05 Spreadsheet Software used to create, update and/or read a two-dimensional matrix of rows
and columns.
A3.04.06 Word Processing Software used for the composition, editing, formatting and/or possibly printing of
print material.
A3.04.07 Follow-me Printing A service for sending documents to a print queue that can be accessed by any
networked printer when the user authenticates with that printer.
A3.04.99 Other Productivity
Suite
Other Productivity Suite software that does not have an existing application
category.
A3.05 Graphics and
Multimedia
Software and or services that supports visualisation.
A3.05.01 Charting Software to develop graphical representation of data in which the data is
represented by symbols such as bars, lines, slices, dots, size, etc.
A3.05.02 Computer Aided
Design (CAD)
Software that supports the use of computer technology for the process of design
and design-documentation and includes software or environments which provide
the user with input-tools for the purpose of streamlining design processes;
drafting, documentation, and manufacturing processes.
A3.05.04 Idea Mapping Software that is used to create diagrams of relationships between concepts, ideas
or other pieces of information.
A3.05.05 Multimedia Software to manage, develop and manipulate content from a combination of
different content forms such as text, audio, still images, animation, video, or
interactivity.
A3.05.06 Photographic Software that supports the capture, storage, and manipulation of photographic
images.
A3.05.07 Video Editors Software that enables a person to manipulate animated or video visual images on
a computer.
A3.05.99 Other Visualisation
Applications
Other visualisation software that does not have an existing application category.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 38 of 71
Data and Information Management Services
Note: Detailed diagrams are available as .png files, and this table is available as an Excel file.
Name Description
A4 Data and Information
Management Services
Software and or services that support management of government data and
information and the alignment with standards, quality initiatives, good practice
accessibility, etc. This includes the development, execution and supervision of
plans, policies, programmes and practices that control, protect, deliver and
enhance the value of data and information assets.
A4.01 Data and Information
Architecture
Software and or services that support data and information architecture which is
composed of models, policies, rules or standards that govern which data is
collected, and how it is stored, arranged, integrated, and put to use in data
systems and in organisations. Data and Information is one of the architecture
dimensions that form the pillars of an enterprise architecture or solution
architecture
A4.01.01 Data and
Information Categorisation
Software and or services that supports the creation and maintenance of
relationships between data entities, naming standards and categorisation and
allows classification of data and information into specific layers or types to
support an organisation.
A4.01.02 Data and
Information Modelling
Software and or services to support data and information modelling to define and
analyse data requirements needed to support the business.
A4.01.03 Data
Representation Languages
Software languages used for data representation, such as XML, JSOW, SDL, GSML
and other markup languages.
A4.01.04 Metadata
Management
Software that supports the maintenance and administration of data that describes
data.
A4.02 Data and Information
Interoperability
Software and services that support data and information interoperability.
Interoperability is the ability of making systems and organisations work together
(inter-operate) to allow for information exchange,
A4.02.01 Data and
Information Catalogue
Software and or services that support the cataloguing of data and information
assets.
A4.02.02 Data Extraction,
Transformation and Loading
Software that supports the extraction of data from a data source, the
manipulation and change of data to a different format and the population of data
destination with the transformed data.
A4.02.03 Data Integration
and Exchange
Software services that enable elements of distributed business applications to
interoperate and the software development necessary to facilitate such
integration. These elements can share function, content, and communications
across heterogeneous computing environments. Includes data import and export
between systems and or services.
GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 39 of 71
A4.02.04 Data Mapping Software that supports the process of creating data element mappings between
two distinct data models. Data mapping is used as a first step for a wide variety of
data integration tasks.
A4.02.05 Metadata
Extraction
Software and or services that support metadata extraction. It includes:
- Automatically extracts preservation-related metadata from digital files.
- Output metadata in a standard format (XML) for use in preservation activities.
Can be used for preservation data processes and activities, resource discovery and
other.
A4.02.06 Records Linking /
Association
Software and or services that support the correlation between logical data and
information sets.
A4.03 Data and Records
Governance
Software and or services that supports data and records governance. Data
governance encompasses the people, processes, and information technology
required to create a consistent and proper handling of an organisation's data
across the business enterprise. It is a set of processes that ensures that important
data assets are formally managed throughout the enterprise. Data governance
ensures that data can be trusted and that people can be made accountable for any
adverse event that happens because of low data quality. It is about putting people
in charge of fixing and preventing issues with data so that the enterprise can
become more efficient. Data governance also describes an evolutionary process
for a company, altering the company’s way of thinking and setting up the
processes to handle information so that it may be utilised by the entire
organisation. It’s about using technology when necessary in many forms to help
aid the process.
Note: Note: In New Zealand (Australia and Canada) we have a view that something
is inherently a record because it provides evidence of a transaction; therefore
almost all content including data and documents are also records. However most
software has been developed to support the US model where records only
becomes records only after someone or some process has formally declared them
to be a record.
Note: "Data Quality Management" can be part of "Data Governance".
A4.03.01 Data Lifecycle
Management
Software and or services that support a policy-based approach to managing the
flow of an information system's data throughout its life cycle: from creation and
initial storage to the time when it becomes obsolete and is deleted.
A4.03.02 Master Data
Management
Software and or services that supports a set of processes and tools that
consistently define and manage the non-transactional data entities of an
organisation, which may include reference data. It has the objective of providing
processes for collecting, aggregating, matching, consolidating, quality-assuring,
and distributing such data throughout an organisation to ensure consistency and
control in the ongoing maintenance and application use of this information.
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GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy

  • 1. Government Enterprise Architecture GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Approved July 2015
  • 2. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 2 of 71 Crown copyright ©. This copyright work is licensed under the Creative Commons Attribution 3.0 New Zealand licence. In essence, you are free to copy, distribute and adapt the work, as long as you attribute the work to the Department of Internal Affairs and abide by the other licence terms. To view a copy of this licence, visit http://creativecommons.org/licenses/by/3.0/nz/. Please note that neither the Department of Internal Affairs emblem nor the New Zealand Government logo may be used in any way which infringes any provision of the Flags, Emblems, and Names Protection Act 1981 or would infringe such provision if the relevant use occurred within New Zealand. Attribution to the Department of Internal Affairs should be in written form and not by reproduction of the Department of Internal Affairs emblem or New Zealand Government logo. Published by the Department of Internal Affairs www.ict.govt.nz
  • 3. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 3 of 71 Document Purpose The Government Enterprise Architecture for New Zealand (GEA-NZ) Reference Models outline the following artefacts for each dimension of the architecture: - Reference taxonomy - Structure and description - Context within the GEA-NZ v3.1 - Description of artefacts and relationships with other artefacts across all dimensions The objective of a Reference Model is to provide widely accepted core taxonomy, and an appropriate visual representation of that taxonomy. A Reference Taxonomy defines the terminology, and provides a useful, coherent, consistent, and structured description of the components of an Enterprise Architecture. The need for reference architectures and associated taxonomies as part of a Government Enterprise Architecture is described in the GEA-NZ v3.1 Context Document. There are eight architecturally significant dimensions within the Government Enterprise Architecture for New Zealand v3.1 framework (GEA-NZ v3.1). Each of these dimensions has a Reference Model which includes relevant reference artefacts and relationships. Where appropriate the Reference Model has an associated Reference Taxonomy. GEA-NZ v3.1 uses reference taxonomies to provide categorisation terms to describe the architecture of capabilities for use across All of Government (AoG), sectors, clusters, and agencies. Reference taxonomies reduce complexity by abstracting, organising and simplifying complex information sets. The overall consistency and cohesiveness of cross government services, shared services and common capabilities, can be improved when government entities apply common reference taxonomies to deliver consistent and aligned views of commonly required operational and technological services. The usage of the GEA-NZ reference taxonomy, at government, agency and sector level, will help drive ICT efficiencies and Transformation programmes through identification of opportunities for development or and reuse of common solutions. This will enable the implementation of the Government ICT Strategy and Action Plan to 2017 and Better Public Services: Results for New Zealanders. Use of the GEA-NZ v3.1 reference model will: - Provide common language to promote service, information, system and technology interoperability - Promote the identification and demand aggregation of sharable and common capabilities to improve the efficacy, utility and cost effectiveness of ICT across government - Foster traceability of features to meet requirements - Support the re-use of solutions and services - Support the development and delivery of coherent AoG Common Capabilities portfolio - Support the AoG Data Governance initiatives
  • 4. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 4 of 71 Scope This document provides a description of the GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy. This will provide the basis for developing specific Application and ICT Services reference architectures and patterns. These reference architectures and patterns can be more readily used across government where the terms from the reference taxonomy are used consistently. This document does not include the description of the Application and ICT Services reference architecture or the use of software tools to construct and manage GEA-NZ v3.1 models. References to related documents are contained within the context of the document. Audience The intended audience of this document is (but not limited to): - Agencies’ Enterprise, Application and Solution Architects - Agencies and Business partners involved in development and delivery of business and technology solutions - ICT and Architect Managers - ICT Security Specialists for Certification & Accreditation activities (C&A) Authors Regine Deleu – All-of-Government Enterprise Architect Jim Clendon – Senior Enterprise Architecture Modeller Approval This document has been created following engagement with the Chief Architect Forum (CAF) and the Government Enterprise Architecture Group (GEAG). The content will be subject to yearly review and improvement. The Government Enterprise Architect team will manage revisions and will indicate priorities for this work. Approval for changes will be sought through the GEAG. Acknowledgements This version of the GEA-NZ Application and ICT Services Reference Model and Taxonomy was developed by the Government Enterprise Architecture team, part of System Transformation Team, Department of Internal Affairs, New Zealand. It was peer-reviewed and approved by GEAG members. Additionally, feedback received from a number of experts from various agencies was greatly appreciated.
  • 5. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 5 of 71 Version Control Version Date Comment Modified by Approved by Next Review Date V3.0 November 2014 Initial version Regine Deleu GEAG June 2015 V3.1 July 2015 Major Changes 1 : Regine Deleu Jim Clendon GEAG June 2016 - A1 Corporate Applications - Name change to: o A1.06.05 Asset Booking from A1.06.05 Media and Facilities Reservations o A1.06.06 Service Centre from A1.06.06 Issue Tracking - Added A1.14 Stakeholder Relationship Management - Added A1.02.09 Financial Reporting - Added A1.02.10 Financial Risk Management - Added A1.10.03.01 Web conferencing - Added A1.10.09.01 On-demand Video Streaming, A1.10.09.02 Video Chat, and A1.10.09.03 Video Conferencing. - A3 End User Tools - A3.02.07 PDF Reader changed to A3.02.07 Document Reader. - A4 Data and Information Management Services - Added A4.10 Web Content Management - A6 Security Services - Name change to A6.02 Network Security Services from A6.02 Network Security Service - A7 ICT Components, Services and Tools - Added: o A7.03.11 CASE Tools added to A7.03 ICT Development Environment and Tools. o A7.04.10 ICT Service Level Management added to A7.04 ICT Management Tools o A7.04.11 ICT Capacity Management o A7.04.12 Service Desk o A7.04.13 Server Management - Corrected name of A7.06 from Core ICT Operation Services to Server Configuration Types - Removed the Appendix – GEA-NZ v3.0 Application and ICT Services Reference Taxonomy in Context with Other Artefacts. The relationships between the GEA-NZ Reference Models and the other artefacts have been implemented into a GEA-NZ Reference Models / Artefacts matrix. 1 A detailed ‘What’s Changed - GEA-NZ v3.0 vs v3.1” overview can be requested.
  • 6. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 6 of 71 Table of Contents Document.....................................................................................................................................3 Purpose............................................................................................................................................ 3 Scope................................................................................................................................................ 4 Audience.......................................................................................................................................... 4 Authors ............................................................................................................................................ 4 Approval........................................................................................................................................... 4 Acknowledgements ......................................................................................................................... 4 Version Control................................................................................................................................ 5 Table of Contents............................................................................................................................. 6 Executive Summary.......................................................................................................................7 Application and ICT Services Reference Model and Taxonomy .......................................................8 Introduction..................................................................................................................................... 8 Principles.......................................................................................................................................... 9 Context within GEA-NZ v3.1 .......................................................................................................... 10 Benefits.......................................................................................................................................... 10 Development ................................................................................................................................. 12 Background.......................................................................................................................... 12 Approach ............................................................................................................................. 12 Tools .................................................................................................................................... 13 Application and ICT Services Reference Model.............................................................................14 Structure........................................................................................................................................ 14 Application and ICT Services Domains........................................................................................... 15 Corporate Applications........................................................................................................ 16 Common Line of Business Applications............................................................................... 29 End User Computing............................................................................................................ 34 Data and Information Management Services ..................................................................... 38 Identity and Access Management Services......................................................................... 46 Security Services.................................................................................................................. 52 ICT Components, Services and Tools................................................................................... 57 Interfaces and Integration................................................................................................... 67 Specialist Line of Business Applications .............................................................................. 70
  • 7. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 7 of 71 Executive Summary The Government Enterprise Architecture for New Zealand (GEA-NZ) Reference Models outline the following artefacts for each dimension of the architecture framework: - Reference taxonomy - Structure and description - Context within the GEA-NZ v3.1 - Description of artefacts and relationships with other artefacts across all dimensions The objective of a Reference Model is to provide widely accepted core taxonomy, and an appropriate visual representation of that taxonomy. A Reference Taxonomy defines the terminology, and provides a useful, coherent, consistent, and structured description of the components of an Enterprise Architecture. The GEA-NZ Application and ICT Services Reference Taxonomy consistently categorise and describe the government –wide Application and ICT that support business capabilities. It is used for identifying opportunities for cost reduction, collaboration, shared services, common capabilities and solution reuse in ICT portfolios within and across agencies to effectively and efficiently support citizen centric service transformation. The usage of the GEA-NZ reference taxonomy, at government, agency and sector level, will help drive ICT efficiencies through identification of opportunities for development or and reuse of common solutions. This will ultimately support the implementation of the Government ICT Strategy and Action Plan to 2017 and Better Public Services: Results for New Zealanders. Use of the GEA-NZ v3.1 reference model will: - Provide common language to promote service, information, system and technology interoperability - Promote the identification and demand aggregation of sharable and common capabilities to improve the efficacy, utility and cost effectiveness of ICT across government - Foster traceability of features to meet requirements - Support the re-use of solutions and services - Support the development and delivery of coherent AoG Common Capabilities portfolio - Support the AoG Data Governance initiatives
  • 8. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 8 of 71 Application and ICT Services Reference Model and Taxonomy Introduction The GEA-NZ Application and ICT Services describes business applications, including ‘X as a Service’, that support the business processes. It includes core business, corporate and specialist line of business applications, end user computing, data and information management, identity and access management and security services. It also includes ICT components, services and tools, interfaces and integration. At an All-of-Government level, the model facilitates a common understanding of application assets and ICT services, identifying opportunities for sharing, reuse, and consolidation or renegotiation of licenses. It also assists the GCIO assurance function by identifying application assets that will require maintenance or renewal within the business planning horizon. At an agency level, the model describes the application assets and ICT services of the agency, and helps application portfolio management. Mapping their current and planned Information Systems to the Application and ICT Services Reference Taxonomy categories should help agencies and sectors identify opportunities for sharing, reuse, and consolidation or renegotiation of licenses. The GEA-NZ Application and ICT Services Reference Taxonomy provide the basis for categorising applications and their components. It categorises software that supports business. It does not include operating systems that are used to operate hardware, as these are contained in the Infrastructure Reference Model.
  • 9. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 9 of 71 The GEA-NZ Application and ICT Services Reference Taxonomy is an integral part of the Government Enterprise Architecture for New Zealand v3.1 (GEA-NZ v3.1). Principles The value of reference models comes from applying them as part of business as usual practices and capability acquisition across agencies in a consistent manner. They are used to provide a consistent view across a complex system of business services and supporting ICT so that the delivery of government services can become customer centric, and that investments can be made that benefits the system as a whole, not just specific agencies in accordance with the guiding principles of the Government ICT Strategy and Action Plan to 2017: - Centrally led, collaboratively delivered The Strategy and Action Plan will be led by the GCIO and delivered in collaboration with agency chief executives. - Customer centricity Customer insights must inform service design and delivery. Customers should be shielded from the internal complexities of Government. - Trust and Confidence Build public trust and confidence in government’s ability to maintain the privacy and security of information. This underpins our ability to use digital channels. - Simplify by design Remove complexity, fragmentation and duplication, and reengineer business processes end–to- end. - Share by default Capabilities must be shared by default rather than by exception.
  • 10. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 10 of 71 Context within GEA-NZ v3.1 The GEA-NZ Application and ICT Services Reference Taxonomy is a core part of the GEA-NZ Application and ICT Services Reference Model within the GEA-NZ v3.1 framework. The GEA-NZ Application and ICT Services Reference Model provides the basis for categorising Application and ICT Services assets at a department or agency level as well as Sector and AoG levels. The following table shows the GEA-NZ Application and ICT Services Reference Model in context with the other GEA-NZ reference models. ApplicationandICTServices represents a key mechanism for realising strategic goals, through adoption of agile core business applications and industry standard corporate support functions Strategy, Investment, and Policy provides the ICT services that enables performance measurement and governance controls, and offers opportunities to improve business efficiency through sharing and reuse Governance and Performance provides the application and ICT services that support business services, processes, capabilities, information sharing, and reuse Business sets requirements and provides the tools to manage, model, structure, share, and exchange data and information Data and Information provides the application and ICT service requirements for technology and infrastructure services, and supporting applications for infrastructure management (e.g. CMDB) Infrastructure provides the application and ICT service controls needed to support security and privacy requirements Security and Privacy sets the application and ICT service requirements that drive development and scope of corresponding standards Standards In the Appendix you can find tables showing the GEA-NZ Application and ICT Services Reference Taxonomy in context with other artefacts. Benefits The GEA-NZ Application and ICT Services Reference Model will provide the following benefits to agencies, sectors and their business partners involved in the delivery of public services and joint capabilities: - Drives standardisation at the technology layer, improving the overall manageability, ensuring technologies are directly referenced to business outcomes, and making understanding the impact of changes more unambiguous. - Provides a government wide common language for applications and ICT services. - Identification of opportunities for sharing, re-use and consolidation of services to improve efficiencies and effectiveness of current capabilities. To guide change towards shared common services. - It will enable both ‘horizontal’ assessments of where multiple products are delivering the same business service (consolidation and sharing opportunities), and ‘vertical’ assessments of where different technology products have been implemented for the same or similar services (standardisation and re-use opportunities. - Provides a basis for the objective review of ICT investment by the government.
  • 11. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 11 of 71 - For agencies’ Four Year Plan to help show what they will achieve and how it will be achieved aligning to Better Public Services and all-of-government shared services. - Enables more cost-effective and timely delivery of ICT services through a repository of standards, principles and templates that support repeatable and consistent design and delivery of ICT capability, as well as business and operational support services. - Identification of opportunities for the consolidation and standardisation of applications and ICT services. - Baseline for agencies’ Services and API Catalogue and their Application portfolio and Catalogue; - An engagement framework that translates a high-level logical view for capability definition and delivery. From a practical perspective, to provide a tool kit for Enterprise Architects to use in their daily work. This will ultimately result in increased collaboration between agencies, reduced risks, reduced number of incompatible systems across and within agencies, and it contributes to government-wide interoperability commitments in an affordable manner. In real terms, this will allow the Government to realise savings in two key areas: Financial Management Aligning the GEA-NZ Application and ICT Services Reference Model within the broader architectural framework enables explicit links to be established from the governance and performance layer through to the data and application and infrastructure layers. This will facilitate continuous, robust analysis of the relationship between ICT investments and the associated impact on governance and performance against required business outcomes. Once established, these linkages will support evidence-based decision making around which technologies and standards are most essential to ensure the continued provision of priority, fit-for-purpose and value for money systems, services and applications. User Productivity Standardisation and rationalisation of diverse set of technical standards will improve productivity for not only the user community and those responsible for the management and delivery of ICT services, but also those involved with capability definition, development, acquisition, and delivery and integration (introduction into service, and integrated logistics support management). Improved standardisation will reduce existing barriers to workforce interoperability, service availability and sharing, and data access and sharing capabilities, and deliver improved consistency across communication and collaboration platforms. ICT will realise increases in productivity driven by the reduced complexity which flows from having a standardised, agreed set of application and ICT services. Additionally, as a more standardised suite of approved technologies and platforms develops over time, the number of applications which are supported by bespoke or specialised technologies will fall, reducing the requirement to maintain highly specialised skills to support legacy applications.
  • 12. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 12 of 71 Development The GEA-NZ Application and ICT Services Reference Taxonomy has been adapted for New Zealand based on the United States Federal Enterprise Architecture version 2 (US FEAF v2)2 Application and ICT Services Reference Model combined with content developed for the NZ Defence Technology Reference Model. NZ Defence based the development of their Technology Reference Model on the following sources: - GEA-NZ v2.0 AoG Common Operating Environment (COE) and NZDF COE - NATO C33 Taxonomy - Australian Department of Defence (DoD) Integrated Defence Architecture4 (IDA) - US Information Exchange Architecture (IEA). - UK Government ICT Strategy, End User Device Programme – Conceptual Framework dated Apr 12. The GEA-NZ v3+ framework separates Application and ICT Services from Applications and ICT Services, so only content from the NZ Defence Technical Reference Model that relates to Application and ICT Services have been included. We have deliberately used the term ICT services to remove any confusion between the services delivered by government to customers / New Zealand, and what are ICT services which support the delivery of services by government to customers / New Zealand. Background The GEA-NZ v3+ Application and ICT Services Reference Taxonomy replaces the GEA-NZ v2.0 Service Reference Taxonomy which re-used the NZ FEAF Service Reference Model. The Service Reference Model abstracted ICT services from the underlying applications. While this approach has merit in a Service Oriented Architecture for the most part applications are delivering the services directly. This Service Reference Taxonomy was originally approved as part of the NZ FEAF, back in 2008, and was essentially the same as the taxonomy in the US FEAF Service Reference Model developed in 2006 – 8 years ago. There has been some adoption of this within agencies. However 8 years is a long time in the fast moving world of ICT and technology so it is missing some concepts. As a result agencies have in turn adapted and expanded the taxonomy to the extent that it no longer provides a common set of terms. For example the GEA-NZ v2.0 COE Reference Architecture was defined using a new set of terms, with very few terms from the older reference taxonomies being reused. Approach Our approach is to reuse and adapt reference taxonomies from other jurisdictions. Three major sources for GEA-NZ v3+ are the Australian Government Architecture v3.0 (AGA v3.0), the UK Reference Architecture (UK-RA 2012), and the US FEAF v2.0. Representatives from the Chief Architects Forum (CAF) and the Government Enterprise Architecture Group (GEAG), and other agencies review and contribute to the taxonomies. 2 http://www.whitehouse.gov/sites/default/files/omb/assets/egov_docs/fea_v2.pdf 3 NATO C3 = North Atlantic Treaty Organisation Command, Control and Co-ordination Agency 4 Note: The ADF IDA closely follows the US FEAF model.
  • 13. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 13 of 71 Tools The GEA-NZ v3.1 Application and ICT Services Reference Model has been developed using Sparx Systems Enterprise Architect5 modelling tool. The diagrams are published using .png files, Sparx packages, and Microsoft Excel. 5 Sparx Systems Enterprise Architect, Ultimate Edition, has been selected by Government Enterprise Architecture in August 2014 as the go forward tool for developing and maintaining GEA-NZ.
  • 14. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 14 of 71 Application and ICT Services Reference Model Structure The GEA-NZ Application and ICT Services Reference Taxonomy model is a simple hierarchical structure made up of application domains, which are divided into application areas, which have categories. Application categories may have multiple levels where more detail is required. The diagram below shows the structure of the taxonomy and an approach for implementation using the Open Group ArchiMate6 elements and relationships. 6 ArchiMate is an emerging standard for enterprise architecture modelling in the GEA-NZ Standards. Agency Implementation (Using ArchiMate 2.1 Specification elements) Categorisation GEA-NZ v3.1 Application and ICT Services Reference Taxonomy Structure A1.01-A9.99 A1-A9 A1.01.01-A9.99.99 Note: The GEA-NZ Application and ICT Services Reference Taxonomy covers all software except operating system (which are categorised in the GEA-NZ Infrastructure Reference taxonomy). ArchiMate Application Component Application Category Application Domain ArchiMate Data Object (Information Asset) Application Area Application and ICT Services Reference Taxonomy ArchiMate Application Function ArchiMate Application Service AchiMate System SoftwareArchiMate Infrastructure Function ArchiMate Infrastructure Service ArchiMate Application Interface ArchiMate Infrastructure Interface 1 «generalisation» 1 «assignment» 1 «access» 1 1 «aggregation » «realisation» «access» «generalisation» «generalisation» «usedby» «composition» «realisation» «assignment» «usedby» «generalisation» «generalisation» «generalisation» «generalisation» «generalisation» ArchiMate Infrastructure Function GEA-NZ v3.1 Application and ICT Services Reference Taxonomy Structure «generalisation» «assignment» «usedby» «usedby» «composition» «generalisation» «realisation» «generalisation» «generalisation» «generalisation» «generalisation» ArchiMate Infrastructure Service ArchiMate Application Interface ArchiMate Infrastructure Interface AchiMate System Software Note: The GEA-NZ Application and ICT Services Reference Taxonomy covers all software except operating system (which are categorised in the GEA-NZ Infrastructure Reference taxonomy). Application Area Application Domain Application and ICT Services Reference Taxonomy 1 1 1 1 1 Categorisation Agency Implementation (Using ArchiMate 2.1 Specification elements) Application Category ArchiMate Data Object (Information Asset) ArchiMate Application Component«assignment»«access» «generalisation» «aggregation » A1-A9 A1.01-A9.99 A1.01.01-A9.99.99 ArchiMate Application Function ArchiMate Application Service «realisation» «access» «generalisation»
  • 15. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 15 of 71 Application and ICT Services Domains The GEA-NZ Application and ICT Services Reference Model include nine domains that can be used as a common language to classify Application and ICT Services. The domains are: - Corporate Applications - Standard corporate applications to support internal facing functions. - Common and Specialist Line of Business Applications - These are business applications to support outward facing functions for managing touch-points with customers, partners and others. - End User Computing - Brings together the various applications and ICT services needed to support a range of end user computing devices. - Data and Information Management Services - Software and or services that support management of government data and information and the alignment with standards, quality initiatives, good practice accessibility, etc. - Identity and Access Management Services - Software and services to support Identity and access management (IAM), identifying, controlling and auditing interactions with government assets. - Security Services - The Security Services domain defines the methods of protecting information and information systems from unauthorised access, use, disclosure, disruption, modification or destruction in order to provide integrity, confidentiality and availability. - ICT Components, Services and Tools - Software and services for operational management and maintenance of applications, ICT components and services. - Interfaces and Integration - The Interfaces and Integration application area refers to the collection of software and services that support how agencies will interface and integrate both internally and externally.
  • 16. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 16 of 71 Corporate Applications Note: Detailed diagrams are available as .png files, and this table is available as an Excel file. Name Description A1 Corporate Applications These are standard corporate applications within government to support the internal facing functions for managing staff, money and the way government agencies run their business. Note: The applications found in this domain can also be used as ICT services or application components. Many commercial applications may contain elements of applications listed here and specific software solutions may offer a mix of these in one suite. A1.01 Enterprise Resource Planning (ERP) Enterprise resource planning (ERP) is business management software; usually a suite of integrated applications, that an organisation can use to collect, store, manage and interpret data from many business activities. In the past ERP solutions focused on back office functions but modern solutions often include some key front office functions as well. Note: Application Categories for ERP can be found under the Corporate Applications and Core Business Applications areas. Example ERP Modules are: - Financial Accounting: General ledger, fixed asset, payables including vouchering, matching and payment, receivables cash application and collections, cash management, financial consolidation. - Management Accounting: Budgeting cost management; activity based costing - Human Resources: Recruiting, training, rostering, payroll, benefits, diversity management, retirement, and separation. - Manufacturing: Engineering, bill of materials, work orders, scheduling, capacity, workflow management, quality control, manufacturing process, manufacturing projects, manufacturing flow, product life cycle management. - Order Processing: Order to cash, order entry, credit checking, pricing, available to promise, inventory, shipping, sales analysis and reporting, sales commissioning. - Supply Chain Management: Supply chain planning, supplier scheduling, product configurator, order to cash, purchasing, inventory, claim processing, and warehousing (receiving, put away, picking and packing). - Project Management: Project planning, resource planning, project costing, work breakdown structure, billing, time and expense, performance units, activity management. - Customer Relationship Management: Sales and marketing, commissions, service, customer contact, call center support - CRM systems are not always considered part of ERP systems but rather Business Support systems (BSS). - Self Service: Various "self–service" interfaces for customers, suppliers and/or employees.
  • 17. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 17 of 71 A1.02 Financial and Asset Management Applications, software or services that support financial and asset management. Financial management refers to the efficient and effective management of money (funds) in such a manner as to accomplish the objectives of the organisation. It is the specialised function directly associated with the top management. It includes how to raise the capital, how to allocate it i.e. capital budgeting. Not only about long term budgeting but also how to allocate the short term resources like current assets. It also deals with the dividend policies of the shareholders. A1.02.01 Budget Planning and Execution Software that supports all activities undertaken to determine priorities for future spending and to develop an itemised forecast of future funding and expenditures during a specified period of time. This includes the collection and use of performance information to assess the effectiveness of programs and develop budget priorities and the legal (apportionment) and managerial (allotment and sub-allotment) distribution of budget authority to achieve results consistent with the formulated budget. A1.02.02 General Ledger Software that supports accounting for assets, liabilities, fund balances, revenues and expenses associated with the maintenance of government funds and expenditure of government appropriations (salaries and expenses, operations and maintenance, procurement, working capital, trust funds, etc.), in accordance with applicable standards. A1.02.03 Accounts Payable Software that manages and pays the funds owed. A1.02.04 Accounts Receivable Software that supports collections and receivables, including deposits, fund transfers, and receipts for sales or service. A1.02.05 Asset Management Software that supports the tracking of information related to deploying, operating, maintaining, upgrading, and disposing of assets cost-effectively. Includes an inventory of assets. A1.02.06 Expense Management Support the management and reimbursement of costs paid by employees or an organisation. A1.02.07 Financial Audit Software used to track and manage financial audit and support the examination and verification of records for accuracy. A1.02.08 Portfolio Management Software or services that provide the set of capabilities to support the administration of a group of investments held by an organisation. A1.02.09 Financial Reporting Software or services that support the preparation of accurate and timely financial reports. A1.02.10 Financial Risk Management Software or services that support financial risk management.
  • 18. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 18 of 71 A1.03 Human Resource Management Applications, software or services that support human resource management. Human resource management (HRM or simply HR) is a function in organisations designed to maximize employee performance in service of their employer’s strategic objectives. HR is primarily concerned with how people are managed within organisations, focusing on policies and systems. HR departments and units in organisations are typically responsible for a number of activities, including employee recruitment, training and development, performance appraisal, and rewarding (e.g., managing pay and benefit systems). HR is also concerned with industrial relations, that is, the balancing of organisational practices with regulations arising from collective bargaining and governmental laws. Note: Health and Safety often is a module in an HR suite but is under A1.09 Business Continuity in this framework. A1.03.01 Recruitment Software that supports the procedures for attracting and selecting high-quality, productive employees with the right skills and competencies, in accordance with merit system principles. This includes developing a staffing strategy and plan, and establishing an applicant evaluation. A1.03.02 Education / Training Software that supports the design, development, and implementation of a comprehensive employee development and training approach to ensure that agency employees have the right competencies. A1.03.03 Personnel Administration Support the matching between an organisation’s employees and potential opportunities as well as the modification, addition and general upkeep of an organisation’s employee-specific information. A1.03.03.01 Employee Records Software that manages employee personnel records and files. A1.03.03.02 Time and Attendance Software that supports the set of capabilities to support the submission, approval and adjustment of employee hours. A1.03.03.03 Career Development and Retention Support the monitoring of performance as well as the professional growth, advancement and retention of an organisation's employees. A1.03.04 Staff Directory Software that supports the listing of employees and their whereabouts. A1.03.05 Payroll Software that supports the administration, calculation and payment of employee wages, bonuses, and deductions including tax. A1.03.05.01 Salary Management Software and or services that support the calculation and payment of salaries and payroll taxes. A1.03.05.02 Benefits Software that supports the design, development, and implementation of benefits programs for agency employees. This includes establishing and communicating benefits programs, processing benefits actions, and interacting as necessary with third party benefits providers. A1.03.05.03 Awards Software that supports the administration of employee bonus and monetary awards programs. Also includes software used to design, develop, and implement pay for performance compensation programs to recognize and reward high performance, with both base pay increases and performance bonus payments. A1.03.06 Team and Organisation Management Software that supports the hierarchy structure and identification of employees within the various sub-groups of an organisation.
  • 19. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 19 of 71 A1.03.07 Skills Management Software that supports the proficiency of employees in the delivery of an organisation's products or services. A1.03.08 Emergency Notification Software that enables designated individuals to communicate critical information to many individuals across multiple devices. A1.04 Workforce Capability Management Applications, software or services supports workforce management. Workforce capability management encompasses all the activities needed to maintain a productive workforce. It can be part of or overlap with HR management and ERP systems. A1.04.01 Resource Planning and Allocation Software that supports the processes for identifying the workforce competencies required to meet the agency’s strategic goals and for developing the strategies to meet these requirements. The software also supports procedures for attracting and selecting high-quality, productive employees with the right skills and competencies, in accordance with merit system principles. This includes developing a staffing strategy and plan; establishing an applicant evaluation approach; announcing the vacancy, sourcing and evaluating candidates against the competency requirements for the position; initiating pre-employment activities; and hiring employees. A1.04.02 Field Service Management Software to optimally plan and dispatch field service technicians and their properly stocked vehicles to a customer's location in a timely manner in order to deliver against their service commitments. A1.04.02.01 Demand Management Software to help forecast work orders to plan the number and expertise of staff that will be needed. A1.04.02.02 Workforce Scheduler Software to predefined rules to automatically optimise the schedule and use of resources (people, parts, vehicles). A1.04.02.03 Workforce Dispatcher Software to automatically assigning work orders within predefined zones to particular technicians. A1.04.03 Contingent Workforce Management Software that supports the continuity of operations for an organisation's business through the identification of surge or temporary personnel in addition to agency staff. A1.05 Corporate Governance and Strategy Applications, software or services that support corporate governance functions. Corporate governance broadly refers to the mechanisms, processes and relations by which corporations are controlled and directed. Governance structures identify the distribution of rights and responsibilities among different participants in the corporation (such as the board of directors, managers, shareholders, creditors, auditors, regulators, and other stakeholders) and include the rules and procedures for making decisions in corporate affairs. Corporate governance includes the processes through which corporations' objectives are set and pursued in the context of the social, regulatory and market environment. Governance mechanisms include monitoring the actions, policies and decisions of corporations and their agents. Corporate governance practices are affected by attempts to align the interests of stakeholders. A1.05.01 Strategy and Planning Software that allows setting up the activities of determining strategic direction, identifying and establishing programs, services and processes, and allocating resources (capital and labour) among those programs and processes. A1.05.02 Governance Software that supports decisions, actions, business rules and other matters that govern an organisation.
  • 20. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 20 of 71 A1.05.03 Compliance Management Compliance Management software and or services provide a common framework and an integrated approach to manage all compliance requirements faced by an agency. It enables companies to manage cross-industry mandates and regulations such as SOX, OSHA, EH&S, and FCPA as well as industry focused regulatory guidelines from FDA, FERC, FAA, HACCP, AML, Basel II, and Data Retention laws. A1.05.04 Internal Control Support the methods and procedures used by the organisation to safeguard its assets, produce accurate accounting data and reports, contribute to efficient operations, and encourage staff to adhere to management policies and mission requirements. A1.05.05 Corporate Policy Software that supports development and enforcement of corporate policy within an organisation. A1.05.06 Risk Management Software that allows planners to explicitly address uncertainty by identifying and generating metrics, setting parameters, prioritizing, and developing mitigations, and tracking risk. A1.05.07 Corporate Performance Management Software that allows setting up performance metrics, such as cost and profitability, for planners to explicitly address uncertainty by identifying and generating metrics, setting parameters, prioritizing, and developing mitigations, and tracking risk. Note: May also be called Enterprise Performance Management A1.06 Corporate Administration Applications, software or services that support the day-to-day management and maintenance of the internal administrative operations. A1.06.01 Legal Advice Software that supports giving legal advice. A1.06.02 Facilities Management Software that supports facilities management including the maintenance, administration, certification, and operation of office buildings that are possessions of the government / agency. A1.06.03 Accommodation Management Software that supports managing the accommodation needs of the workforce. A1.06.04 Asset Booking Software that supports the processes for viewing availability, booking, and tracking the use of assets. Assets may include vehicles, media, and facilities. A1.06.05 Travel Software that supports activities associated with planning, preparing, booking, and monitoring of business-related travel expenses. This may include employees and others supporting the work of the government. A1.06.06 Service Centre Software that supports the management of a service centre to respond to government and contract employees' technical and administrative questions. Note: The service centre software and services may be separate to A7.04.12 Service Desk software and services. A1.07 Procurement Applications, software or services that supports procurement; the acquisition of goods, services or works from an outside external source.
  • 21. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 21 of 71 A1.07.01 Supplier Management Software used to manage the relationship and lifecycle of existing suppliers. The purpose of Supplier Management is to obtain value for money from suppliers and contracts. It ensures that underpinning contracts and agreements align with business needs, Service Level Agreements and Service Level Requirements. Supplier Management oversees process of identification of business needs, evaluation of suppliers, establishing contracts, their categorisation, management and termination. Note: This has a close link to "Partner Relationship Management" in the "Common Line of Business Application" area. A1.07.01.01 Sourcing Management Support the supply of goods or services as well as the tracking and analysis of costs for these goods. A1.07.01.02 Supplier Contract Management Supplier Contract Management (SPM) is about defining what a supplier is to deliver in a contract. A1.07.01.03 Supplier Performance Management Supplier Performance Management (SPM) is about ensuring the supplier delivers what has been promised in the contract. A1.07.01.04 Supplier Balanced Scorecard A balanced scorecard includes a mixture of quantitative and qualitative measures, including how key participants perceive the quality of the relationship. These KPIs are shared between customer and supplier and reviewed jointly, reflecting the fact that the relationship is two-way and collaborative, and that strong performance on both sides is required for it to be successful. Advanced organisations conduct 360 degree scorecards, where strategic suppliers are also surveyed for feedback on their performance, the results of which are built into the scorecard. A1.07.02 Ordering / Purchasing Allow the placement of request for a product A1.07.02.01 Supplier Catalogue Management Support the listing of available products or services that an organisation offers and shopping cart / ordering functionality. A1.07.02.02 Invoice Tracking and Approval Software that manages inflow and outflows of "products", as well as data about the level of "products" on hand and support the identification of where a shipment or delivery is within the business cycle. A1.07.02.03 Logistics and Transportation Provide for efficient freight and traffic management to receive purchased goods and services. A1.08 Business Intelligence and Analytics Software or services to support Business intelligence (BI). It includes techniques and tools for the transformation of data and information into meaningful and useful information and knowledge for business analysis purposes. Common functions of business intelligence technologies are reporting, online analytical processing, analytics, data mining, process mining, complex event processing, business performance management, benchmarking, text mining, predictive analytics and prescriptive analytics. A1.08.01 Data Warehouse A data warehouse (DW, DWH), or an enterprise data warehouse (EDW), is a system used for reporting and data analysis. Integrating data from one or more disparate sources creates a central repository of data, a data warehouse (DW). Data warehouses store current and historical data and are used for creating trending reports for senior management reporting such as annual and quarterly comparisons. The data stored in the warehouse is uploaded from the operational systems (such as marketing, sales, etc.). The data may pass through an operational data store for additional operations before it is used in the DW for reporting.
  • 22. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 22 of 71 A1.08.01.01 Data Mart A data mart is the access layer of the data warehouse environment that is used to get data out to the users. The data mart is a subset of the data warehouse that is usually oriented to a specific business line or team. Data marts are small slices of the data warehouse. Whereas data warehouses have an enterprise-wide depth, the information in data marts may pertain to a single department. A1.08.01.02 Data Mining Software that provides for the efficient discovery of non-obvious, valuable patterns and relationships within a large collection of data. A1.08.01.03 Decision Support Software or services that support business or organisational decision-making activities. Supports the management, operations, and planning levels of an organisation and helps to make decisions, which may be rapidly changing and not easily specified in advance. A1.08.01.04 Online Analytical Processing (OLAP ) Software or services that support a process to swiftly answer multi-dimensional analytical (MDA) queries and enable users to interactively analyse multidimensional data from multiple perspectives. An OLAP consists of three basic analytical operations: consolidation, drill-down, and slicing and dicing. A1.08.01.05 Online Transaction Processing (OLTP ) Online transaction processing (OLTP) is a class of information systems that facilitate and manage transaction-oriented applications, typically for data entry and retrieval transaction processing. A1.08.01.06 Predictive Analysis Software and or services to provide predictive analysis. Predictive analysis is about finding and quantifying hidden patterns in the data using complex mathematical models that can be used to predict future outcomes. Predictive analysis is different from OLAP in that OLAP focuses on historical data analysis and is reactive in nature, while predictive analysis focuses on the future. These systems are also used to support Customer Relationship Management (CRM). A1.08.02 Knowledge and Discovery Management Software that supports knowledge and discovery management. A1.08.02.01 Data and Information Analysis Software and or services to support the analysis and inspection of data and information. This feeds into: - Data and Information Modelling - Data Categorisation - Data Cleaning - Data Transformation A1.08.02.02 Information Retrieval Software that provides access to data and information for use by an organisation and its stakeholders. A1.08.02.03 Knowledge Capture Software that facilitates collection of data and information. A1.08.02.04 Knowledge Distribution and Delivery Software that supports the transfer of knowledge to the end customer. A1.08.02.05 Simulation Software or services that help manipulate information to identify patterns and create possible changes. A1.08.02.06 Survey Data Collection Software or services that support methods to collect information from a sample of individuals in a systematic way for empirical research in social sciences, marketing and official statistics. A1.08.03 Business Intelligence Reporting Software and or services that supports analysis, reporting and statistics for Business Intelligence.
  • 23. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 23 of 71 A1.08.03.01 Ad hoc Reporting Software tools or services that support the creation and display of individually designed and structured reports with self-service access to meaningful data. A1.08.03.02 Balanced Scorecard A semi-standard structured report supported by proven design methods and automation tools that can be used by managers to keep track of the execution of activities by the staff within their control and to monitor the consequences arising from these actions. A1.08.03.03 BI Dashboard A dashboard is "an easy to read, often single page, real-time user interface, showing a graphical presentation of the current status (snapshot) and historical trends of an organisation’s key performance indicators to enable instantaneous and informed decisions to be made at a glance. In real-world terms, "dashboard" is another name for "progress report" or "report." Often, the "dashboard" is displayed on a web page that is linked to a database which allows the report to be constantly updated. A dashboard can be created as a 'mashup' of data from different sources. Note: This is not to be confused with a balanced scorecard. A1.08.03.04 On Demand Reporting Software tools or services that support on-demand reporting. An on-demand report is a formatted version of a report run with the currently available data and viewed immediately. When you run an on-demand report, you can specify the parameter values to use; the report is then formatted using the current data and displayed in the report viewer. A1.08.03.05 Standardised / Canned Software or services that support the creation and display of standard reports with self-service access to meaningful data. A1.08.04 Operational Data Store (ODS) An operational data store (ODS) is a database designed to integrate data from multiple sources for additional operations on the data. Unlike a master data store the data is not passed back to operational systems. It may be passed for further operations and to the data warehouse for reporting. Because the data originates from multiple sources, the integration often involves cleaning, resolving redundancy and checking against business rules for integrity. An ODS is usually designed to contain low-level or atomic (indivisible) data (such as transactions and prices) with limited history that is captured "real time" or "near real time" as opposed to the much greater volumes of data stored in the data warehouse generally on a less-frequent basis. A1.08.05 Statistical Analytics Software or services that support the study of a collection, organisation, analysis, and interpretation of data.
  • 24. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 24 of 71 A1.08.06 Data Profiling Software that supports all forms of data analysis of extremely large, complex data sets (big data) that are manipulated for business consumption. Data profiling is the process of examining the data available in an existing data source (e.g. a database or a file) and collecting statistics and information about that data. The purpose of these statistics may be to: - Find out whether existing data can easily be used for other purposes. - Improve the ability to search the data by tagging it with keywords, descriptions, or assigning it to a category. - Give metrics on data quality including whether the data conforms to particular standards or patterns. - Assess the risk involved in integrating data for new applications, including the challenges of joins. - Assess whether metadata accurately describes the actual values in the source database. - Understanding data challenges early in any data intensive project, so that late project surprises are avoided. Finding data problems late in the project can lead to delays and cost overruns. - Have an enterprise view of all data, for uses such as master data management where key data is needed, or data governance for improving data quality. A1.09 Business Continuity Software or services to support the business continuity. This includes Health and Safety Management, Disaster Management. A1.09.01 Health & Safety Software and or services that support the security and physical well-being of an organisation's employees. Note: This is often part of an HR suite. A1.09.02 Disaster Management Software and or services that support the emergency processes and recovery of the physical facilities and people in case of a disaster. A1.10 Unified Communications and Collaboration Software and or services that support unified communications and collaboration. A1.10.01 Calendaring Software and or services that provide users with an electronic version of a calendar, an appointment book, address book, and/or contact list. A1.10.02 Communications Integration Software and or services that support the integration and coordination between different communication types that delivers the value of unified communications. It includes the ability to contact people with a range of different types of communications technology as appropriate for the situation and person, presence across different communication types, and follow-me functionality across different communication types. A1.10.03 Electronic Meeting and Collaboration Software and or services for sharing presentations, electronic whiteboards, screens with other meeting participants. These may be delivered bundled as part of video conferencing tools, or delivered separately.
  • 25. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 25 of 71 A1.10.03.01 Web Conferencing Web conferencing is made possible by Internet technologies, particularly on TCP/IP connections. Services may allow real-time point-to-point communications as well as multicast communications from one sender to many receivers. It offers data streams of text-based messages, voice and video chat to be shared simultaneously, across geographically dispersed locations. Applications for web conferencing include meetings, training events, lectures, or presentations from a web-connected computer to other web-connected computers and mobile devices. Note: A distinction has been drawn between Web conferencing which typically involves people using their desktop or mobile devices and Video Conferencing (A1.10.09.03) involving specialised equipment. A1.10.04 Email Server Software and or services for delivering, storing and managing e-mail. Electronic mail, commonly referred to as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Modern email operates across the Internet or other computer networks. Email systems are based on a store-and-forward model. Email servers accept, forward, deliver and store messages. A1.10.05 Event / News Management Software and or services that provides users with frequently updated content to which they subscribe. A1.10.06 Instant Messaging Software and or services that provides Instant messaging (IM). These technologies support a form of communication over the Internet that offers quick transmission of text-based messages from sender to receiver. In push mode between two or more people using personal computers or other devices, along with shared clients, instant messaging basically offers real-time direct written language-based online chat. The user's text is conveyed over a network, such as the Internet. It may address point-to-point communications as well as multicast communications from one sender to many receivers. More advanced instant messaging allows enhanced modes of communication, such as live voice or video calling, video chat and inclusion of hyperlinks to media. A1.10.07 Social Software Software that supports the capturing, storing and presentation of communication, usually written but may include audio and video as well. Interactive tools handle mediated interactions between a pair or group of users. They focus on establishing and maintaining a connection among users, facilitating the mechanics of conversation and talk. A1.10.08 Syndication Management Software and or services that supports web feed formats used to publish frequently updated works, such as blog entries, news headlines, audio, and video, in a standardised format. This can include ATOM feeds, RSS etc. A1.10.09 Video Software and or services for communicating with people using video. Video is the technology of electronically capturing, recording, processing, storing, transmitting, and reconstructing a sequence of still images representing scenes in motion. A1.10.09.01 On-demand Video Streaming On-demand Video Streaming (Also called Video on demand - VOD) are systems which allow users to select and watch/listen to video (and audio) content when they choose to, rather than having to watch at a specific broadcast time. A1.10.09.02 Video Chat Video Chat is designed for individuals to set up real time connection with audio and video.
  • 26. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 26 of 71 A1.10.09.03 Video Conferencing Video Conferencing (also known as Videoconferencing - VC) is designed to serve a conference by a set of telecommunication technologies which allow two or more locations to communicate by simultaneous two-way video and audio transmissions. Note: A distinction has been drawn between Video Conferencing involving specialised equipment and Web conferencing (A1.10.03.01) which typically involves people using their desktop or mobile devices. A1.10.10 Voice Software for communicating with people using voice or audio channels. A1.10.11 Voicemail Software for storing voicemail, delivering notifications and managing access to stored messages. Voice-mail is a computer based system that allows users and subscribers to exchange personal voice messages; to select and deliver voice information; and to process transactions relating to individuals, organisations, products and services, using an ordinary telephone. A1.10.99 Other Unified Communications and Collaboration Other Unified Communications and Collaboration software. A1.11 Enterprise Content Management (ECM) Software and or services that support Enterprise Content Management. ECM is an umbrella term covering document management, Web content management, search, collaboration, records management, digital asset management (DAM), workflow management, capture, and scanning. ECM is primarily aimed at managing the life-cycle of information from initial publication or creation all the way through archival and eventually disposal. Note: The underlying modules / applications components / services are found in "Records and Content Management". A1.12 Business Process Management System (BPMS) The Business Process Management System (BPMS) is considered a critical component of operational intelligence (OI) solutions to deliver real-time, actionable information. This real-time information can be acted upon in a variety of ways - alerts can be sent or executive decisions can be made using real-time dashboards. OI solutions use real-time information to take automated action based on pre-defined rules so that security measures and or exception management processes can be initiated. Note: BPM is viewed as a bridge between Information Technology (IT) and Business. Note: The components that make up BPMS are found in the application area "Business Process Management Tools". For the purposes of the ART we have taken this approach as while BPMS is a recognised application system or suite the components can be found in many other applications as core building blocks for those applications.
  • 27. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 27 of 71 A1.13 Business Transformation and Improvement Software and or services that supports business transformation. Business transformation is about making fundamental changes in how business is conducted. Business improvement is about making evolutionary changes, and includes the practice of Business Process Improvement (BPI). This application area covers the software tools to manage both transformation and improvement. Business transformation is achieved by realigning the way staff work, how the organisation is structured and how technology is used. Typically organisations go through several stages in transforming themselves: - Recognising the need to change and gaining consensus amongst stakeholders that dramatic change is necessary. - Agreeing what form the change should take the objectives of the change and a vision that describes a better future. - Understanding what the organisation is changing from and what needs to change in detail. - Designing the new organisational way of working and its support and management. - Testing and implementing changes, usually in waves, typically over a number of years. - Bedding in the change so that the organisation cannot move back to how it was and achieves the intended benefits. Business Process Improvement is a systematic approach to help an organisation optimize its underlying processes to achieve more efficient results. A1.13.01 Business Change Management Software and or services that support Change Management. Change Management is the process, tools and techniques to manage the people-side of change to achieve the required business outcome. It also incorporates the organisational tools that can be utilised to help individuals make successful personal transitions resulting in the adoption and realisation of change. - Process: Planning for change, Managing change, Reinforcing change. - Tools: Individual change model, Communications, Sponsorship, Coaching, Training, Resistance management. A1.13.02 Portfolio Management Software and or services that support the centralized management of processes, methods, and technologies used by project managers and project management offices to analyse and collectively manage current or proposed projects based on numerous key characteristics. A1.13.03 Programme Management Software and or services that support Program Management. Programme Management is the process of managing several related projects. It provides oversight of the purpose and status of the projects in a program and can use this oversight to support project-level activity to ensure the program goals are met by providing a decision-making capacity that cannot be achieved at project level. A1.13.04 Project Management Software and or services that provides capabilities for cost estimation and planning, scheduling, cost control and budget management, resource allocation, collaboration, communication, quality management and documentation or administration systems, which are used to deal with the complexity of large projects. Project management is the application of knowledge, skills, tools and techniques to project activities to meet project requirements. Project management is accomplished through the application and integration of the project management processes of initiating, planning, executing, monitoring and controlling, and closing. A1.13.05 Requirements Management Software and or services used to document, analyse, trace, prioritize and agree on requirements for an initiative and communicate with the relevant stakeholders.
  • 28. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 28 of 71 A1.14 Stakeholder Relationship Management Stakeholder Relationship Management enables agencies to enter and group the people and institutions that have an interest in the agency, both internally and externally, and provide them with information about the agency. It gives the agency the means to track and manage what information and communication was provided to each stakeholder.
  • 29. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 29 of 71 Common Line of Business Applications Note: Detailed diagrams are available as .png files, and this table is available as an Excel file. Name Description A2 Common Line of Business Applications These are standard business applications within government to support the outward facing functions for managing touch-points with customers, partners and anyone who interacts with government. Note: The applications found in this domain can also be used as ICT services or application components. Many commercial applications may contain elements of applications listed here and specific software solutions may offer a mix of these in one suite. A2.01 Product and Service Management Software and or services that facilitate the creation and maintenance of products and services. A2.01.01 Product and Service Lifecycle Management These applications are used to manage the lifecycle of a product from idea through to retiring a product. Features include: managing product requirements, modelling products, providing detailed product specifications, introducing new products, managing existing products, retiring products, forecasting, and implement marketing and offer strategies. A2.01.02 Product and Service Catalogue Management Product and Service Catalogue Management is the ability to create and maintain products that can be offered to customers. More specifically, it is the ability to explicitly model the structure of a product, then create and centrally manage the instances (or “catalogue”) of products based upon that structure. Products are not always discreet, single items. A product can be a number of components associated together and sold as a single purchasable entity. Therefore the product may be comprised of multiple components, tangible or intangible, such as services, features, devices, etc., that are “assembled” together to form a single sellable entity. Some of the components within a product will be enabled by shared / common / reusable services (e.g., location finder). Some of the components within a product will be enabled by shared / common / reusable resources. These underlying services and resources may be managed by different parts of the organisation. A2.01.03 Product and Service Performance Management These applications are used to manage the performance of products and services. Features include: campaign tracking, revenue reporting, cost reporting, capacity analysis, cost management, inventory optimisation, and sourcing determination. A2.02 Marketing Software and or services to facilitate marketing and promotion of products and services. A2.02.01 Sales and Marketing Management Software and or services to manage promotions of a product or service and capture of new business.
  • 30. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 30 of 71 A2.02.02 Brand Management Software and or services to support the application of a trade name to a product or service as well as developing an awareness for the name A2.02.03 Marketing Surveys Software and or services to support surveys to collect useful information from an organisation's customers. A2.02.04 Campaign Management Software and or services to manage the lifecycle of marketing campaigns. Ideally this should leverage a single consistent view of the customer data. It provides design, execution, analytics and refinement. A2.03 Customer Relationship Management Software and or services to support customer relationship management (CRM). Software used to plan, schedule, and control the activities between the customer and the enterprise, both before and after a product or service is offered. A2.03.01 Customer Contact and Profile Management Software and or services to provide a comprehensive view of all customer interactions, including calls, e-mail, correspondence and meetings; also provides for the maintenance of a customer’s account, business and personal information. It can automatically synchronize suitable appointment dates, times, and methods for customer contact. A2.03.02 Customer Order and Registration Management Software and or services to support customer order and registration that allows order creation and tracking. A2.03.03 Customer Account Management Software and or services to support the retention and delivery of a service or product to an organisation's clients. A2.03.04 Customer Self- Management Software and or services to support customer self-management that can include: - Browsing the product and services catalogue. - Viewing product and services eligibility. - Shopping cart driven order management. - Reporting problems and troubleshooting. - Setting preferences, alerts and notifications. - Access to guidelines and tutorials. - Access to Call center agents. - Account management. - Self registration to online services. - Service requests management. - Service request submission. - Service request amendment. - Service request closure. A2.03.05 Customer Problem Management Software and or services to support customer problem management that allows problem qualification & reception. A2.03.06 Customer Analytics Software and or services that supports the analysis of an agency’s customers, customer experiences, as well as the scoring of third-party information as it relates to customers. This also includes handling comments and feedback from customers.
  • 31. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 31 of 71 A2.04 Partner Relationship Management Software and or services that supports the effective collaboration between an organisation and its business partners, providers, particularly members of the distribution chain (e.g. channel and alliance partners, resellers, agents, brokers and dealers) and other third parties that support operations and service delivery to an organisation’s customers; includes performance evaluation of partners, if necessary. This becomes increasingly important as government products and services are delivered through non-agency channels. A2.04.01 Partner Contract and SLA Management Software and or services that support partner contract and SLA management including features such as: issue reception, collection, analysis, violation management, and reporting. A2.04.02 Partner Account Management Software and or services that support the retention and delivery of a service or product to an agency's partners. A2.04.03 Partner Contact and Profile Management Software and or services that provides a comprehensive view of all partner interactions, including calls, e-mail, correspondence and meetings; also provides for the maintenance of a customer’s account, business and organisational information. A2.04.04 Partner Problem Management Software and or services that support partner problem qualification & reception features such as: ID validation, reception of problems from various sources, problem triage, and access to a complete partner problem history database... It also includes problem lifecycle management, problem resolution, problem reporting. A2.04.05 Partner Analytics Software and or services for the analysis of an agency's partners, partner collaboration, partner engagement, as well as the scoring of partner information. This also includes handling comments and feedback from partners. A2.05 Customer Accounting Software and or services for financial interactions with the customers of Government, business and individuals. A2.05.01 Customer Financial Account Management Software and or services that support financial account management for customer financial transactions with the agency. A2.05.02 Customer Invoicing and Statement Management Software and or services that support the management of customer invoices and statements produced by the agency. A2.05.03 Customer Collections Software and or services that is concerned with financial transactions which include receipts and payments from / to Customers. A2.05.04 Customer Debts and Recovery Software and or services that handles customer debts and recovery. A2.06 Customer Service Software and or services that supports activities associated with providing an agency’s customers with information regarding the agency’s service offerings and managing the interactions and relationships with those customers. These tools can also be used by partners involved in providing service to customers. A2.06.01 Contact Centre / Help Desk Software and or services that support activities associated with providing an agency’s customers with information regarding the agency’s service offerings and managing the interactions and relationships with those customers.
  • 32. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 32 of 71 A2.06.02 Contact Centre Management Software and or services that support Contact Centre Management. Contact Centre Management handles telephone sales and/or service to the end customers. Application services include; contact centre workforce management (including virtual operators that may work outside the call centre), queue management (including call backs where customer choose to be called back rather than wait, and automatic call distributing queuing (ACDQ), quality monitoring, analysis, and reporting. A2.06.03 Contact Centre Knowledge Base Software and or services that support a Contact Centre Knowledge base. This provides instant, reliable answers to agents, for example process guides, product guides, frequently asked questions, escalation etc. Includes; search, ability to collaborate with other departments, and reporting on knowledge base usage. A2.06.04 Case Management Software and or services that support the management of the life cycle of a particular claim or investigation within an agency to include creating, routing, tracing, assignment and closing of a case as well as collaboration among case handlers. Note: The terms case management is fairly generic, and we can find specific instances of case management for example order management, problem management, grant management etc. A2.06.05 Online Interactive Assistance Software and or services that provide an electronic interface for customers receive assistance from customer service personnel. A2.06.06 Online Guidelines Software and or services that provide an electronic interface to educate and assist customers. A2.06.07 Translation Software Software and or services that supports or enables translation functionality. This does not include software for other purposes that can be used in multiple languages. Also known as multi-lingual support. A2.06.08 Payment Systems Software and or services that support the use of credit cards or electronic funds transfer for payment and collection of products or services. Examples: PayPal, cash, Bitcoin, etc. Also known as point of sale systems (POS). A2.07 Emergency Management Software that supports delivery of emergency management services. A2.07.01 Emergency Management Information System (EMIS) Software that supports emergency management information collection and management. For continuity and inter-operability between emergency management stakeholders, EMIS supports an infrastructure that integrates emergency plans at all levels of government and non-government involvement for all four phases of emergencies. Common features of the software include Geographic Information Systems (GIS), weather and plume modelling, resource management, and Command, Control, and Communication (C3) functions. A2.07.02 Hospital Incident Command System (HICS) A Hospital Incident Command System (HICS) is an incident command system (ICS) designed for hospitals and intended for use in both emergency and non- emergency situations. It provides hospitals of all sizes with tools needed to advance their emergency preparedness and response capability—both individually and as members of the broader response community.
  • 33. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 33 of 71 A2.07.03 Emergency Communications System (ECS) An Emergency Communication System (ECS) is any system (typically, computer- based) that is organised for the primary purpose of supporting one-way and two- way communication of emergency messages between both individuals and groups of individuals. These systems are commonly designed to integrate the cross- communication of messages between varieties of communication technologies, forming a unified communication system intended to optimize communications during emergencies. A2.08 Grants Management Software that supports grants management, where a grant of money is made to an organisation or individual for a specific purpose. A2.08.01 Grant Receipt of Proposals Portal for the receipt of grant proposals. A2.08.02 Grant Administration Software that supports the administration and monitoring of grants. A2.08.03 Grant Review Software that supports the review process for grants. A2.08.04 Grant Announcement Portal that posts and publishes announcements of grants to be funded.
  • 34. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 34 of 71 End User Computing Note: Detailed diagrams are available as .png files, and this table is available as an Excel file. Name Description A3 End User Computing The End User Computing application domain brings together the various applications and ICT services needed to support a range of end user computing devices, from traditional PC's through to smart phones and tablets and personalisation services. A3.01 End User Device Management Software and or services that controls the hardware and software environments, as well as documents of end users (individuals and or organisations). Note: Security aspects are covered under "Security Services". A3.01.01 Application Compatibility Testing Tool to automate the analysis of applications to determine compatibility with device operating systems. A3.01.02 Application Deployment Mechanism to install packaged applications to workstations and other end user devices running locally installed applications. See also "Packaging Tools". A3.01.03 Application Discovery Application Discovery is a tool that can be used to discover which applications are being used within an agency. Discovery tools may be agent-less or require agents and may use a variety of means to discover applications. A3.01.04 OS Deployment The OS Deployment tools are used to deploy (patched) operating system images. See also "Packaging Tools". A3.01.05 Packaging Tools Tools or solution set for packaging applications for delivery to an end user device. See also" OS Deployment" and "Application Deployment". A3.01.06 Patch Manager Tools to automatically remediate manage installation of and report on operating system and application software patches. The applicability of this functional component is mainly focussed on fat device desktop and fat device laptop. A3.01.07 Persona Manager Persona Manager tools maintain information relevant to a particular user (settings, preferences, and configuration) and determine how it is managed across devices and contexts. A3.01.08 Policy Compliance Manager Policy Compliance Manager tools monitor configuration against policy for compliance and initiates action if the configuration does not comply with the relevant policy. Note: Policy Compliance Manager, Policy Manager and Security Configuration Manager are often, though not always, implemented using the same software technology.
  • 35. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 35 of 71 A3.01.09 Policy Manager Tools to manage deployment and enforcement of policy on the configuration and settings of devices and their operating systems. NB: Policy Compliance Manager, Policy Manager and Security Configuration Manager are often, though not always, implemented using the same software technology. A3.01.10 Security Configuration Manager Tools to manage, report on and enforce required security configuration of client devices. NB: Policy Compliance Manager, Policy Manager and Security Configuration Manager are often, though not always, implemented using the same software technology. A3.01.11 Self Service Application Store A Self-Service App Store allows users to self-select, and automatically provision applications onto their devices. This may include workflow functionality to allow for line-management approval or to control expenditure, license consumption and financial approval. A3.01.12 User Data Manager User Data Manager tools provide access to users’ files regardless of their environment. This functional building block does NOT guarantee off-line access, but may deliver that as an additional feature. A3.01.13 Virtualisation Compatibility Testing Tool to automate the analysis of applications to determine compatibility with application virtualisation. Note: these tools are often implemented in combination with Application Compatibility Testing. A3.01.14 Virtual Desktop Manager Virtual Desktop Manager tools manage the allocation and configuration of virtual desktops and virtual desktop pools to PC's and other end user devices. A3.01.15 Privacy and Policy Enforcement Management Tools to manage, report on and enforce required privacy and policy configuration of client devices. A3.01.99 Other End User Configuration Management Other End User Configuration Management tools. A3.02 End User Tools End User Tools consists of all of the utility applications that are available for use by the users of the Standard Operating Environment (SOE). There will be a variance of the utilities required between devices. In addition, some operating systems deliver these capabilities as part of the operating system’s native capabilities. Therefore care needs to be taken not to merely provide a utility because it is in this list, but instead to ensure that these capabilities are delivered by the complete SOE while minimising the number of utilities delivered as separate applications. Note: Productivity, Mobile Applications, Unified Communications and Collaboration, and Visualisation have specific application areas and are not include here. A3.02.01 Additional Language Support Software and or services that support additional languages. This gives the use the ability to enter, display and spell-check additional languages as required. Māori should be installed as a default. A3.02.02 Audio Tools Audio Tools are required to adjust and tune audio components installed in the devices. There are some tools resident in the OS, but advanced functionality can be gained from using the native tools that are provided with the audio components. A3.02.03 File Compression and Extraction File compression software and or services. File Compression is the capability to compress files for storage or transit and extract files that have been compressed. There are formats that are commonly used such as ZIP, which require an additional software component or could be supported natively in the Operating System being run.
  • 36. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 36 of 71 A3.02.04 File Screen Saver An application that displays an image on and end user device display after a pre- set time to hide applications and the information they display when running on that device to minimise the opportunity for unauthorised access. Screen Savers include the ability to auto-lock a device. A3.02.05 Display Tools Display Tools are required to attach additional monitors / projectors and to change resolution states etc. Some display tools are resident in the OS, but advanced functionality can be gained by using the native tools that are provided with the display adapter. A3.02.06 Legacy Browser Support Legacy Browser Support services provide the ability to display web applications that require legacy browsers, for example some applications require Internet Explorer 6 proprietary extensions. A3.02.07 Document Reader A document reader is software required to read documents such as PDF files. This is a basic tool that does not allow editing of the document. This software is subject to regular version updates which can be problematic for users and cause issues in locked down environments. Because of this, the software is a perfect candidate for Application Virtualisation technology. A3.02.08 Power Management Tools Power Management Tools allow changes to be made to the power scheme on the device. This can reduce the energy consumption on the device or ensure power saving doesn't affect expected operation. As an example, users would turn off hibernation if they were going to be doing a presentation. Power settings have the potential to save an organisation a substantial amount of money, when the savings per device are multiplied by the number of devices installed. A3.02.09 Runtime Environment Runtime Environments (also known as Development frameworks) such as a Java runtime environment or .NET are required to allow applications or applets based on those frameworks to execute. Incompatibility issues can arise when different versions of the frameworks are required on a single device. This can be resolved using Application Virtualisation Client and its associated backend technologies, as each virtual bubble forms an isolation barrier. A3.02.10 Web Application Frameworks Web Application Frameworks are required to run web application components developed in that framework. Examples of these frameworks are Adobe Flash and Air or Microsoft Silverlight. A3.02.11 Web Browser Web Browser provides the interface to all web based content, be it on the Internet or Intranet. Often the delivery of web applications is underestimated because of a perception that it’s simply browser based. Web applications often require additional applets or plug-ins for the application to work or to be displayed for the visually impaired. These factors need to be considered to ensure usability and security is not compromised. A3.02.12 Secure Remote Access Solution providing secure access from outside the boundaries of the agency to a user’s end user computing environment. Enables authorised individuals to remotely access the user interface of a computing resource for the purpose of installation, configuration, auditing or process management. A3.02.99 Other End User Tools Other end user tools without a defined application category. A3.03 Mobile Applications Mobile applications are deployed on mobile devices such as smart phones and tablets.
  • 37. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 37 of 71 A3.04 Productivity Suite Productivity Suite is the core suite of bundled applications that support the most commonly used office activities such as; Word processor, Spreadsheet, Email clients, Presentation software, Drawing tools, Publishing software, and Database application. A3.04.01 Image Manipulation Software used to create or edit images. Includes: vector and raster drawings, colour manipulation, image filtering, etc. A3.04.02 Email Clients Email Clients also known as Mail User Agents - MUA. A3.04.03 Presentation Software used to display information, normally in the form of a slide show. A3.04.04 Publishing Software used to publishing. A3.04.05 Spreadsheet Software used to create, update and/or read a two-dimensional matrix of rows and columns. A3.04.06 Word Processing Software used for the composition, editing, formatting and/or possibly printing of print material. A3.04.07 Follow-me Printing A service for sending documents to a print queue that can be accessed by any networked printer when the user authenticates with that printer. A3.04.99 Other Productivity Suite Other Productivity Suite software that does not have an existing application category. A3.05 Graphics and Multimedia Software and or services that supports visualisation. A3.05.01 Charting Software to develop graphical representation of data in which the data is represented by symbols such as bars, lines, slices, dots, size, etc. A3.05.02 Computer Aided Design (CAD) Software that supports the use of computer technology for the process of design and design-documentation and includes software or environments which provide the user with input-tools for the purpose of streamlining design processes; drafting, documentation, and manufacturing processes. A3.05.04 Idea Mapping Software that is used to create diagrams of relationships between concepts, ideas or other pieces of information. A3.05.05 Multimedia Software to manage, develop and manipulate content from a combination of different content forms such as text, audio, still images, animation, video, or interactivity. A3.05.06 Photographic Software that supports the capture, storage, and manipulation of photographic images. A3.05.07 Video Editors Software that enables a person to manipulate animated or video visual images on a computer. A3.05.99 Other Visualisation Applications Other visualisation software that does not have an existing application category.
  • 38. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 38 of 71 Data and Information Management Services Note: Detailed diagrams are available as .png files, and this table is available as an Excel file. Name Description A4 Data and Information Management Services Software and or services that support management of government data and information and the alignment with standards, quality initiatives, good practice accessibility, etc. This includes the development, execution and supervision of plans, policies, programmes and practices that control, protect, deliver and enhance the value of data and information assets. A4.01 Data and Information Architecture Software and or services that support data and information architecture which is composed of models, policies, rules or standards that govern which data is collected, and how it is stored, arranged, integrated, and put to use in data systems and in organisations. Data and Information is one of the architecture dimensions that form the pillars of an enterprise architecture or solution architecture A4.01.01 Data and Information Categorisation Software and or services that supports the creation and maintenance of relationships between data entities, naming standards and categorisation and allows classification of data and information into specific layers or types to support an organisation. A4.01.02 Data and Information Modelling Software and or services to support data and information modelling to define and analyse data requirements needed to support the business. A4.01.03 Data Representation Languages Software languages used for data representation, such as XML, JSOW, SDL, GSML and other markup languages. A4.01.04 Metadata Management Software that supports the maintenance and administration of data that describes data. A4.02 Data and Information Interoperability Software and services that support data and information interoperability. Interoperability is the ability of making systems and organisations work together (inter-operate) to allow for information exchange, A4.02.01 Data and Information Catalogue Software and or services that support the cataloguing of data and information assets. A4.02.02 Data Extraction, Transformation and Loading Software that supports the extraction of data from a data source, the manipulation and change of data to a different format and the population of data destination with the transformed data. A4.02.03 Data Integration and Exchange Software services that enable elements of distributed business applications to interoperate and the software development necessary to facilitate such integration. These elements can share function, content, and communications across heterogeneous computing environments. Includes data import and export between systems and or services.
  • 39. GEA-NZ v3.1 Application and ICT Services Reference Model and Taxonomy Page 39 of 71 A4.02.04 Data Mapping Software that supports the process of creating data element mappings between two distinct data models. Data mapping is used as a first step for a wide variety of data integration tasks. A4.02.05 Metadata Extraction Software and or services that support metadata extraction. It includes: - Automatically extracts preservation-related metadata from digital files. - Output metadata in a standard format (XML) for use in preservation activities. Can be used for preservation data processes and activities, resource discovery and other. A4.02.06 Records Linking / Association Software and or services that support the correlation between logical data and information sets. A4.03 Data and Records Governance Software and or services that supports data and records governance. Data governance encompasses the people, processes, and information technology required to create a consistent and proper handling of an organisation's data across the business enterprise. It is a set of processes that ensures that important data assets are formally managed throughout the enterprise. Data governance ensures that data can be trusted and that people can be made accountable for any adverse event that happens because of low data quality. It is about putting people in charge of fixing and preventing issues with data so that the enterprise can become more efficient. Data governance also describes an evolutionary process for a company, altering the company’s way of thinking and setting up the processes to handle information so that it may be utilised by the entire organisation. It’s about using technology when necessary in many forms to help aid the process. Note: Note: In New Zealand (Australia and Canada) we have a view that something is inherently a record because it provides evidence of a transaction; therefore almost all content including data and documents are also records. However most software has been developed to support the US model where records only becomes records only after someone or some process has formally declared them to be a record. Note: "Data Quality Management" can be part of "Data Governance". A4.03.01 Data Lifecycle Management Software and or services that support a policy-based approach to managing the flow of an information system's data throughout its life cycle: from creation and initial storage to the time when it becomes obsolete and is deleted. A4.03.02 Master Data Management Software and or services that supports a set of processes and tools that consistently define and manage the non-transactional data entities of an organisation, which may include reference data. It has the objective of providing processes for collecting, aggregating, matching, consolidating, quality-assuring, and distributing such data throughout an organisation to ensure consistency and control in the ongoing maintenance and application use of this information.