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IAB401 Enterprise Architecture

Question

Answered

Queation:

Description: 

This assignment will require students to create an enterprise architecture describing a service delivery business and IT systems, based on a background of an Australian federal government agency responsible for the delivery social welfare support for citizens, i.e. the Department of Human Services

Department of Human Services Social Welfare Support in Australia

Overview: Social welfare support through the Department of Human

Services

Governments worldwide provide social welfare, by way of payments and services, to support individuals, families and other groups, for particular circumstances, which limit their ability to support themselves. Examples of social welfare support include unemployment benefits, study assistance, rental assistance, disability insurance, and childcare support.

Customer requests need to be carefully assessed to get payments and services, depending on particular conditions and what is being requested, e.g. how much income they earn, the number of dependents they support (e.g. spouse and children), and their state of health.

About DHS

In Australia, social welfare services are available for citizens through the federal government’s Department of Human Services (hereafter referred to as ‘the department’), under the Social Security Act 1999, Social Security Admin Act 1999 and New Tax System Family Administration Act 1999, passed through the federal parliament.

The department consists of a number of different agencies, including Centrelink, Medicare and Child Support, responsible for different social welfare support areas. The services provided by the department from its agencies include:

  • Payments (e.g. Youth Allowance providing financial support for those under 24, Austudy for study support, and Newstart providing financial support for those out of work and over 24)
  • Concessions (e.g. discounts for travel and groceries)
  • Other forms of services (e.g. health support).

The responsibility of providing services means that the department undertakes the design, development, delivery and usage monitoring of them.

Overview of DHS’s Service Delivery

Having services that can be easily comprehended by customers (i.e. what services are available, who can apply, what are the rules for accessing them, how to apply etc.) is important. This is a major factor in improving the efficiency of service delivery, as there are often uncertainties on the part of customers in relation to services which requires too much support from customer-facing staff. Currently, there is an extremely high volume of customer interactions and processing steps for services involved, as indicated by the following:

  • Around 720 million digital and online transactions a year (i.e. payments made to customers)
  • Around 21 million visits from customers at its 350 service centres per year
  • Around 169 billion dollars in payments to customer and providers
  • Around 56 million phone calls per year.

Customers can access services via a range of the department’s online (e.g. web site, mobile applications), postal and staff-assisted channels, as well as through delivery partners. The department’s web site provides full details of all the online services that are available.

Tasks:

(i) Develop a multi-level business capability and related value streams based on the “Assignment Brief” above. This will involve developing Service Delivery Management and Customer Management Capabilities. A background on the service delivery Management and Customer Management is provided in Section 2 and 3.

The overall, a core of a business capability map is provided to students below. The “Service Delivery Management” and “Customer Management” capabilities, needed to be detailed by students, are highlighted.

IAB401 Enterprise Architecture

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Task: Purpose of the assessment  The following Unit Learning Outcomes are applicable to this assessment: 1. Explain different types of contemporary ‘Organisational Behaviour’ theory and practice including an analysis of the behaviour of individuals and groups in organisations. 2 ...

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Task: Choose a topic that you want to talk about. Work out an argument in relation to this topic and create a short speech and a written analysis of the same, using persuasive argument, evidence and critical reflection. Again; this is an individual assignment task that each student must do on his/he ...

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For this assignment you will be asked to prepare a short literature review (up to 1500 words plus references) that places their project within the context of their profession and industry, and ends with a focused field of study or research aim, and at least one research question. PLUS, you will be a ...

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Answer the following question. (100 marks) You are the communications manager for Singapore AIDS Network (SAN), a nongovernmental organization in Singapore that advocates on behalf of HIV-positive/AIDS patients and their families, and runs public education programs to combat discrimination and socia ...

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