IAB301 Enterprise Architecture: Capability Map & Value Streams for DHS

This report provides an analysis of enterprise architecture, focusing on business capability and value stream mapping within the context of the Department of Human Services (DHS). It includes a multi-level business capability map detailing service delivery management and customer management capabilities, further elaborating on service access management, customer registration, claims process management, customer information management, customer interaction, and customer feedback. The report also presents value stream maps for service delivery and customer management, illustrating the processes involved in online and staff-assisted interactions. An Archimate model is included to represent the enterprise architecture visually. Desklib offers this document along with a wealth of study resources, including past papers and solved assignments, to support students in their academic pursuits.

Running head: ENTERPRISE ARCHITECTURE
IAB301 Enterprise Architecture
Assignment Part A
Student Name:
University Name:

1ENTERPRISE ARCHITECTURE
Table of Contents
1. Multi-level business capability and related value streams..........................................................2
1.1 Multi-level business capability map......................................................................................2
1.2 Value stream map for Service Delivery Management and Customer Management.............4
2. Archimate model for representing the enterprise architecture....................................................5
Bibliography....................................................................................................................................6

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1. Multi-level business capability and related value streams
1.1 Multi-level business capability map
Figure 1: Business Capability Map for Department of Human Services

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(Source: Created by Author)
The capabilities of the “Service Delivery Management” and “Customer Management” are
described as below:
Service Delivery Management
 Service access management – Customers agree to the service agreements and
obligations once the payment services are put in place for processing.
 Customer registration service management – This capability relates to the
registration by customer and accessing the services through online or visiting
service centres.
1. Online interactions: It refers to lodging of claims to get support online
means the services are accessed through online mode only.
2. Staff assisted interactions: In some cases, all details and from cannot be
completed through online mode so the customer can visit service centre or
contact the call centre through telephone for lodging of claims.
 Claims process management – Claims are assessed and processed through claims
management system for finalizing payment to the customers.
1. Claims lodgement – It refers to the filling of claims form by the
customer.
2. Claims assessment – It involves checking of claims lodged and
circumstances details with customer information.
3. Enquiries and tracking – It comprises of enquires related to claims or
other queries and checking the status of lodged claim by the customers.

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Customer Management
 Customer information management – Customer have to register themselves
using personal information and other relevant details for accessing the services
which are recorded by the organization.
 Customer interaction
1. Online interactions: It refers to interaction through online means the
services are accessed through online mode only.
2. Staff assisted interactions: In some cases, all details and from cannot be
completed through online mode so the customer can visit service centre or
contact the call centre through telephone for support.
 Customer Feedback – This capability is related to the acquisition of feedback
from the customers against the services being used by them through the
organization.
1.2 Value stream map for Service Delivery Management and Customer
Management
Figure 2: Value stream map for Department of Human Services
(Source: Created by Author)

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2. Archimate model for representing the enterprise architecture
Figure 3: Archimate Model for Department of Human Services
(Source: Created by Author)

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Bibliography
Hendrickx, Harry H. M., "Business Architect: A Critical Role In Enterprise Transformation"
(2015) 5(1) Journal of Enterprise Transformation
Mezger, Florian, "Toward A Capability-Based Conceptualization Of Business Model Innovation:
Insights From An Explorative Study" (2014) 44(5) R&D Management