Introduction
Organisation needs to adopt different strategies and tools to maintain its sustainability and enhance its processes. One of the approach is the enterprise analysis that is aimed at describing the business analysis activities which enables the business to identify opportunities, implementation of new technical and business solutions, determination of optimum project investment ways and development of business architecture. The enterprises analysis is a crucial task and it can be simplified by adopting EA, the abbreviated form of enterprise architecture. The EA is an approach that through enterprise analysis details and discusses the most effective measures to attain the current and future goals of the organisation. The discussed report is aimed at offering an insight into the EA and its aspect for the case of Australian federal government agency which offers social support to the citizens. The diagrams attached in the following sections have detailed different aspect of the EA before presenting the Archimate model of EA and concluding the paper.
Multi-level business capability and related value streams
Service delivery management and the Customer management has been depicted in the figure provided below:
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Figure 1: Business Capability Map for Department of Human Services
(Source: Created by Author using MS Visio)
Service Delivery Management:
This level consists of the following sections:
- Customer needs, registration and service matching: This is capability which is generally related to the registration of the customers along with accessing of the services by means of online service centres or by visiting the physical service centres.
- Online interactions: This generally refers to the lodging of the claims so as to provide support by making use of online means in which the services are accessed only by online means. It could be attained through different VoIP (voice over Internet Protocol) tools such as instant chat, email and others along with the portal designed for the discussed work.
- Staff assisted Interactions: There exists few cases where it is seen that the details cannot be processed by online means so there is a need of contacting the service centre or there is a need of calling the service centre so as to lodge the claims.
- Claim processing: In this level the claims are processed by making use of claim management system so as to finalize the payment to the customers. It is crucial part of the process because without processing of the claims the reliability and accuracy cannot be assured.
- Service access: In this level the customers generally agrees with the service agreements and the obligations after the final payment is made to the customers. It is the conciliatory phase that settles the claim process and is also aimed at concluding the complete process.
Customer management:
- Customer records:In this level the customers need to register themselves by making use of their personal information along with some other relevant details so as to access the services that are generally recorded by the organization. The personal details will include their name, date of birth, address and other crucial aspects while other details will be the claim amount, the needs and similar other details.
- Claims management:This level is associated with management of the capture, update and tracking of the claims that are generally placed by the customers.
- Lodging of complaints: It is the initial stage of the complete process and it refers to the filing of the claims by the customers after which further steps are assessed.
- Claim Assessment: This includes the checking of the claims that has been lodged along with checking the details of the circumstances by comparing it with the information of the customers. The discussed step is undertaken to ensure that the demands made by the customer are feasible and the services offered by the subject of the report is utilised.
- Enquiries and tracking: This process is associated with comparing of the enquiries that are related to the claims or any other queries, along with checking the status of the claims that has been lodged by the customers. This process is aimed at monitoring and tracking of the whole process so that the outcome of the offered service is effective and efficient.
- Lodging of the documents:This is the capability that is generally related to the submission of the documents against the request or the claim request made by the customer.
- Customer feedback:This generally refers to the capabilities that are generally associated with the acquisition of the feedbacks from the customers against any kind of services that are being used by them. The discussed step is very vital because it avails the service provider with the opportunity to upgrade their services by omitting the errors and enhancing its processes.
Value stream map for Service Delivery Management
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Figure 2: Value stream map (Service Delivery Management) for Department of Human Services
(Source: Created by Author using MS Visio)
Value stream map for Customer Management
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Figure 3: Value stream map (Customer Management) for Department of Human Services
(Source: Created by Author using MS Visio)
Archimate model for representing the enterprise architecture
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Figure 4: Archimate Model for Department of Human Services
(Source: Created by Author)
Conclusion
The report could be summarised to stated that EA is one of the most crucial approach that supports the organisation to attain both its current and future goals. The diagrams attached above have presented the EA for the department of human services. The value stream map for different sub-processes of the discussed case is also a part of the discussion which further enhances the understanding of the EA. The report has also offered insight into the different aspects that are related to the claim process from its initiation to its completion phase. The need and vitality of the steps has also been discussed to enable a better understanding of the steps. Hence, in conclusion it would be adequate to state that EA is capable of representing the approaches that are capable of assisting the enterprises in attaining its objectives making it a recommended adoption for the enterprises.
References:
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