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“Chartwell’s leadership through the development of the MRM/GS is changing the face of government and enabling e-service delivery excellence. Winnipeg was proud to be first out of the gate with these powerful concepts in 1997, and continues to use the standards today.” - Peter Bennett, City of Winnipeg, Co-Chair, Lac Carling, 2004. |
A powerful approach gaining widespread adoption internationally and in all jurisdictions in Canada is the use of common public sector reference models. This is the latest public sector transformation movement, a standard across all jurisdictions and a requirement for successful complex transformation initiatives.
The MRM ("Municipal Reference Model")
In use by over 20 major Canadian Municipalities to support a wide-range of enterprise level business and IT challenges.
The PSRM ("Public Service Reference Model")
Adopted by the Province of Ontario and is used by Management Board Secretariat to ensure alignment of change initiatives to service improvement objectives.
The GSRM ("Governments of Canada Strategic Reference Model")
Led to the development of the BTEP (Business Transformation Enablement Program) in Treasury Board Secretariat.
Using a Common Service Concept
All of the standard public sector reference models (“MRM”, “PSRM”, and “GSRM”) use a common formal “service concept”. This concept is equally applicable to public services or ICT services. The GSRM in particular provides a set of standard service patterns that can be leveraged and rapidly customized to any public sector initiative to describe and analyze both business and ICT services. There are a number of benefits of this approach:
- As the service concept and service patterns have been widely used on other projects throughout the three jurisdictions, there is a great opportunity for efficiency gains through the harvesting and reuse of existing business and ICT service designs.
- The service patterns support the identification of common patterns and act as an organizing analytic framework for detailing business and ICT requirements and for integrating and aligning other frameworks i.e. Information Technology Infrastructure Library (ITIL) etc.
- The service patterns come equipped with a standard set of processes and service performance metrics. The use of these standards will support a common view towards service Key Performance Indicators (KPIs) and cost modeling components.
- The use of the patterns is efficient and supports quality and standardization, ‘edit’ versus ‘discovery mode’.
One of the strongest benefits of using a structured business modeling approach is its support for the formal evaluation and assessment of alternative scenarios and the gaining of consensus by stakeholders.
A key distinguishing factor in the use of public sector reference models is the ability to integrate all models or views of the enterprise. We feel that this approach is essential to ‘taming the complexity’ of enterprises to be manageable, optimized and flexible through change.
Link: BTEP - GSRM Service Reference Patterns
http://www.tbs-sct.gc.ca/btep-pto/documents/2004/patterns-patrons/patterns-patronstb_e.asp
