sample information technology report

RE-INVENTING XYZ

Information Technology Report

Prepared for:

XYZ BPE Project

XYZ Ministry of Government Services

November 1994

XYZ BPE Project Information Technology Report

November 1994 Page i

1. EXECUTIVE SUMMARY ............................................................................................................................................................................................................ 1

2. TECHNOLOGY REQUIREMENTS FROM THE BUSINESS PROCESS REDESIGN ........................................................................................................ 4

2.1 DATA STORAGE REQUIREMENTS ...................................................................................................................................................................................................... 4 2.2 APPLICATION PROCESSING REQUIREMENTS ...................................................................................................................................................................................... 6

2.2.1 On-line access ......................................................................................................................................................................................................................... 6 2.2.2 Access security ........................................................................................................................................................................................................................ 7 2.2.3 Automated business rules ........................................................................................................................................................................................................ 8 2.2.4 Access monitoring ................................................................................................................................................................................................................... 8 2.2.5 Integration of the five services ................................................................................................................................................................................................ 8 2.2.6 Personal productivity tools ..................................................................................................................................................................................................... 9 2.2.7 Groupware .............................................................................................................................................................................................................................. 9 2.2.8 Automated telephone system ................................................................................................................................................................................................... 9

2.3 PRESENTATION REQUIREMENTS ..................................................................................................................................................................................................... 10 2.4 OTHER REQUIREMENTS .................................................................................................................................................................................................................. 10

2.4.1 Response time requirements for access to approved data .................................................................................................................................................... 10 2.4.2 Access points into XYZ .......................................................................................................................................................................................................... 10 2.4.3 Log-on ................................................................................................................................................................................................................................... 10

3. TARGET ENVIRONMENT ........................................................................................................................................................................................................ 11

3.1 APPLICATION STRUCTURE ............................................................................................................................................................................................................. 12 3.1.1 New server environment ....................................................................................................................................................................................................... 15 3.1.2 Core desktop software........................................................................................................................................................................................................... 15 3.1.3 New Service A application .................................................................................................................................................................................................... 16 3.1.4 New Service B application .................................................................................................................................................................................................... 17 3.1.5 Existing mainframe applications .......................................................................................................................................................................................... 17 3.1.6 Imaging ................................................................................................................................................................................................................................. 18 3.1.7 Client database ..................................................................................................................................................................................................................... 19 3.1.8 Common financial system ..................................................................................................................................................................................................... 19 3.1.9 Business statistics.................................................................................................................................................................................................................. 20 3.1.10 Computer based training .................................................................................................................................................................................................... 20 3.1.11 Personal productivity tools ................................................................................................................................................................................................. 20 3.1.12 E-mail and collaborative work support .............................................................................................................................................................................. 20 3.1.13 Telephone support .............................................................................................................................................................................................................. 21 3.1.14 External interfaces .............................................................................................................................................................................................................. 21

3.2 INFRASTRUCTURE .......................................................................................................................................................................................................................... 22 3.2.1 Conceptual Overview of the Operational Network ............................................................................................................................................................... 23


November 1994 Page ii

3.2.2 Private Agent and External Client Configuration ................................................................................................................................................................ 26 3.2.3 XYZ Office LANs ................................................................................................................................................................................................................... 30

3.3 DATA MODEL ................................................................................................................................................................................................................................ 32

4. COST ESTIMATES ..................................................................................................................................................................................................................... 33

4.1 BACKGROUND ............................................................................................................................................................................................................................... 33 4.2 COST SUMMARY ............................................................................................................................................................................................................................ 34 4.3 DESCRIPTION OF EVENTS ............................................................................................................................................................................................................... 34

4.3.1 Private Agent Desktop .......................................................................................................................................................................................................... 34 4.3.2 Service A ............................................................................................................................................................................................................................... 35 4.3.3 Service B ............................................................................................................................................................................................................................... 35 4.3.4 Service C ............................................................................................................................................................................................................................... 35 4.3.5 Service D ............................................................................................................................................................................................................................... 36 4.3.6 Service E ............................................................................................................................................................................................................................... 36 4.3.7 Office Automation ................................................................................................................................................................................................................. 36

4.4 IMAGING ........................................................................................................................................................................................................................................ 37 4.5 NETWORKING ................................................................................................................................................................................................................................ 37


November 1994 Page 1

1. Executive Summary

The information technology report presents the technology requirements resulting from the activities of the process redesign teams, describes the target technology environment required to support the activities of the new XYZ, and provides estimates of the costs associated with the deployment of this environment. Also provided are a description of the assumptions made by the IT team during the project, and an illustration of the data model used during the estimating process.

The BPE project results in a number of significant changes to the existing application environment:

• New applications are envisioned for Service A and Service B. Both of these systems are supported by the use of imaging technology.

• The Service C and Service D systems will be augmented to provide Private Agents with a user-friendly interface, and will also employ imaging technology.

• The Service E system will be provided with the consistent user interface. There is not a requirement for imaging services within this application.

The Private Agent Desktop will serve as the window to this new service environment. A key objective for the desktop is to create a standard interface which over time will be used by all applications providing technology services to the agent community, and which will provide a common set of services, such as revenue management, which can be used by all applications. The use of consistent navigation and function standards will reduce agent training and support requirements, and the use of common revenue services will provide both XYZ and its agents with improved information related to transaction costs. Although not addressed within the scope of the BPE project, the Private Agent Desktop can be seen as the service delivery method of choice for information services provided by other government departments. The development of the Private Agent Desktop, and its underlying infrastructure, are prerequisites to the deployment of new application services.

The Private Agents are seen as the primary vehicle for service delivery. To meet this objective, a number of technologies are required to address the more sophisticated support requirements. Computer based training, on-line help, and electronic communication tools will be used to augment agent support, and improved information retrieval methods will allow agents to submit more specific, and thus time and resource saving, queries. The system will forward approval requests examination to specialized professionals.



The way information is to be handled will also change dramatically, with all approval information being recorded in an electronic format. Information will be captured at source and documentation will be controlled at source. Over time this eliminates the internal handling of hard copy documents, and may include receipt of electronic data. Access to electronic records will also enable customers to inquire on the status of an active transaction.

Technology will also make a significant contribution to the automation of internal business activities. Workgroup products will be used to manage the handling of customer requests, approval processes, and product development cycles, and shared databases will be used for the efficient creation and management of stakeholder, agent, customer, or product information. The use of such tools facilitates the automatic collection of performance statistics, allowing for the management of cycle times and further improvement of the automated processes. As a key part of this environment, integrated office automation products and usage standards will be implemented. A comprehensive telephone system is also required by the business. XYZ currently receives 4500 calls per day, and often these calls need to be redirected because not all personnel are on the same system.

The creation of a secure technical environment is indispensable to the remote service objective. Systems must validate an Agent's authority to complete the transaction, and record the transaction for financial, audit and performance evaluation purposes. XYZ personnel will control the security privileges granted to all users, with security rules also being applied internally to ensure that electronic information is made available to authorized staff only.

During the process redesign phase, the design teams identified a number essential and attractive technical requirements which have each been given equal consideration within this report. However, it is expected that as a more detailed definition of the business requirements is prepared, the stated requirements will be more thoroughly evaluated, and the related business assumptions will be fully addressed. There are three key areas for consideration:

• Service Delivery - Given the costs of telecommunications and digital scanning equipment for the use of imaging, it is possible that not all agents will provide complete XYZ services. The technology approach must strive to minimize the investment required by the agent community.

• Data Conversion - Although the full delivery of remote services relies upon access to electronic records, it will not be necessary to convert all information to make significant productivity improvements. The extent of required data conversion is an essential element in the definition of detailed requirements.



• Business Prerequisites - There are many business issues and policies to be resolved before full remote services are possible. It will be necessary for rapid progress to be made with these prerequisites for the deployment of technology to proceed on schedule. An immediate example is the detailed definition of the new business processes for the Service A and Service B.



2. Technology Requirements from the Business Process Redesign

This document explains how the new business processes at XYZ will be supported by information technology. The document should be read together with the process redesign documents. We do not repeat here what the new processes are, why they need information technology, or what roles are played by various classes of users; all these are thoroughly discussed in the other documents.

In section 3 of this document we describe the technology environment suitable for supporting the new business processes. The target technology environment must satisfy the requirements identified during process redesign, with all stated requirements being given equal consideration. During a detailed requirements definition the cost/benefit of individual requirements can be assessed. The following requirements are extracted from the redesign documents for the five XYZ processes (Approve Information, Control Access to and Use of Information, Establish Standards, Manage Relationships, and Enable Product and Service Development). For the present document, the requirements have been streamlined and rephrased.

The requirements are divided into four groups: data storage, application processing, user presentation, and other. • Data storage = what information is stored and used by the applications • Application processing = what logic is executed for the applications • User Presentation = user interface with technology • Other = requirements that do not fit in the previous three categories

2.1 Data storage requirements

The system stores the following types of data: • approved information • standards and rules • status of customer requests • information about products • drafts and notes, announcements, etc. • information about the users of the system • information about customers • logs of access to approved information



• record of all contacts with customers and agents

Approved information is the information held in trust by XYZ, about its customers. It consists of data and supporting documents.

In addition to enabling access to the data stored within the XYZ, the system also supports access to externally stored data, such as the provincial legislation.

For some types of approved information, the system allows storing the complete history of updates (i.e. only additions are supported, not deletions).

In terms of form, the system stores information of three types: • elementized data • documents • digital images

Elementized data is stored as records of well-defined fields. Search is by field values.

A document (e.g. text, spreadsheet, presentation) is stored as a file, and retrieved as a whole, based on file identifier. In addition, content-based search (for text documents) is available.

A digital image is stored as a sequence of bits. Retrieval is by image identifier; search based on content is not supported.

Cross-references and indices are used to enable quick and easy retrieval.

In addition to storing and accessing electronic information, the system accommodates access to paper, film and fiche. Such non-electronic information is retrieved with the help of data stored electronically, and may be converted to electronic form as part of the retrieval.

The reliance on non-electronic information should decrease as much as possible (or financially feasible).



2.2 Application processing requirements

2.2.1 On-line access

The approved information consists of data, documents and images. The approved data are available for on-line retrieval, subject to access control restrictions. The approved documents and images are available for on-line retrieval, but remote locations without high-speed communication lines need not retrieve them in the interactive mode (the response time may be in the order of minutes).

The information needed in daily work (standards, rules and policies, legislation, service description, notes and drafts, announcements, warnings, ...) is available on-line, subject to access control.

Announcements to the agents are broadcast at log-on and also available for later perusal.

For searches against approved data, the system supports search criteria that limit the scope of search and the size of the search result.

It should not be necessary to give the agents unrestricted access to approved data. Every search against approved data should be done for a well-defined reason, however, the agents often need access to approved data for assisting clients. This access should be limited to the data that is actually needed, tailored to the given task.

Information about the status of customer requests is available on-line.

Selected external sources (e.g. provincial legislation) are available on-line.

Help for all system features is available on-line.

Queries against operational data are available to some employees. For example, management and product development.

2.2.2 Access security

The system records and enforces the rules that specify who is authorized to: • access the system



• access various applications • access various types of the stored information, or individual information elements • change access control rules

Some rules deal with delegated authority; for example, an agent accessing sensitive information on behalf of a client.

The system is comprehensive, and flexible in accommodating a range of access control rules and changes to them. Simple changes can be done directly by the authorized employees without the aid of technical staff.

A uniform way of identifying clients is implemented (but it may vary according to the purpose of identification). The information used for identification (e.g. client’s responses to questions) is saved.

Unauthorized access attempts are logged, and alerts may be generated (e.g. via e-mail, or workflow signals). This includes unauthorized access to the system, to individual applications or functions within applications, and to information.

Access control rules and monitoring of violations are administered through a common system function. There will be no need to apply access control rules in various applications.

2.2.3 Automated business rules

Some rules to be followed in the business processes are automated: • Rules to be followed during the approval process (who can register what, who must approve what, what supporting

documents are needed, fee limits). • Rules for client identification. • Rules for request processing: routing, monitoring of progress, alerts on delays. • Rules for prompting for information needed with customer requests. • Rules for hiring agents, or at least a checklist with weights and scores.

2.2.4 Access monitoring

All accesses to the approved information are logged: what was accessed, and by whom. The logs are used for billing, auditing, and management (for discovering improper use of information, and improving agents’ services).



Selected performance parameters for the key business processes are measured and logged.

Statistical data is extracted from the logs and made available to the managers.

2.2.5 Integration of the five services

Consolidated customer information (integrated customer database) is used to simplify data entry, and to improve the consistency of data in various databases.

The system includes trigger mechanisms: an update against one service may schedule an update against another. (However, the updates against multiple services need not be done as a single transaction.)

A common accounting system is used for keeping track of service fees and other charges. It may be also used to assist the agents with managing their accounting.

2.2.6 Personal productivity tools

A standard office suite is used by all employees: word processor, spreadsheets, graphics presentation tools. PC software for paperless faxing is included.

E-mail is used to connect the agents and employees, and also to connect to the outside world.

Desktop publishing software is available to some employees. It includes support for multimedia.

Computer-based training is available to the agents in their offices, and possibly also to other employees.

2.2.7 Groupware

For the employees, the system enables collaborative development of manuals and other documents by means of a shared database that supports access control, versions, annotations, links and cross-references.

A shared screen facility is used between the agents and agent support employees.

Project management tools are available for project planning, scheduling, and cost estimating.



Automated workflow support is used to track the progress of work units, and to record approvals.

2.2.8 Automated telephone system

The telephone access to various help desks is integrated with on-line data retrieval, so that customer service may access customer information during a customer’s call.

2.3 Presentation requirements

A uniform style for user interface is established: Common look and feel, and common format for entering information and retrieving it.

2.4 Other requirements

2.4.1 Response time requirements for access to approved data

Entry of elementized data and text is done on-line (response time of at most several seconds).

The speed of retrieving elementized data and text depends on the complexity of search and the size of the search result. For simple queries the retrieval completes in at most several seconds per page.

The speed of entering and retrieving digital images depends on the bandwidth of the data connection: on-line for the locations with high-speed data connections, off-line for those that don’t.

2.4.2 Access points into XYZ

Primary access points for XYZ services are the Private agents, but other points will persist: direct access, XYZ On-Line, LIA. (See Appendix A)



2.4.3 Log-on

Lengthy log-on procedures are avoided. For common customer services, no special log-on is required while the customer waits.



3. Target Environment

In the target technology environment, a number of new technologies and applications are brought together to satisfy the requirements listed above. In this section we outline what these technologies and applications are, and how they are integrated in a common framework. Since this is merely a brief overview, some design decisions are left open; further work is required to resolve product selection issues and produce a consistent and reliable architecture.

Our working assumption is that the new environment will be in place in approximately two years; however, the exact staging of the implementation and the deployment dates will depend on detailed cost-benefit analysis, requirement priorities, and availability of resources. We therefore concentrate on the target environment, rather than intermediate stages. Some parts of the target environment will be implemented earlier and yield immediate benefits. However, our description is largely independent of the time dimension, and we use the present tense in describing the target environment.

The new environment conforms to the requirements listed in the previous section, and also to the process redesign principles (described in the Business Case for Change document). On-going enhancements that are of a non-strategic nature are not included in this document.

The common framework for integrating the required applications is based on the client/server model. Desktop (client) computers, each used by a single user at a time, implement the graphical user interface and some simple processing. Shared server computers store information and execute most processing tasks. The desktop and server computers are connected by local area and wide area networks. We envision the mission-critical servers (those storing approved information) placed in a single, central location. Servers supporting other business applications may be placed in other locations.

For the foreseeable future, the existing mainframe-based applications for Service C, Service D, and Service E will continue to be used, and must therefore be integrated into the framework. In the long term (beyond the scope of the plan presented here), the remaining mainframe-based applications will be re-engineered and implemented on downsized scaleable servers. The future re-engineering offers an opportunity to integrate the five mission-critical applications (Service A, Service B, Service C, Service D, and Service E) at several levels, and reuse the common functions.

The following three sections describe the overall application structure, the infrastructure needed to support the applications, and the data model that defines various information elements handled by the system.



3.1 Application Structure

In this section we describe the basic subsystems of the new system: • new server environment • core desktop software • new Service A application • new Service B application • existing mainframe applications • imaging • client database • common financial system • business statistics • computer based training • personal productivity tools • e-mail and collaborative work support • telephone support • external interfaces

The following table plots the technology requirements identified in the process redesign documents against the basic subsystems.



Server

Env’mnt Core

Desktop Services

A/B/C/D/E Imaging Client

Database Common Financial/

Bus. Statistics

CBT Personal Prod. Tools

Email/ Collab. Work

Telephone Support

External Interfaces

Approve Information Store information that supports the approval process √ √ √ √ Fast entry and retrieval of the stored information √ √ √ √ Allow only authorized access √ √ √ √ Access to the remaining nonelectronic storage √ √ Monitor access for billing and auditing √ √ √ Facilitate XYZ assistance to Private agents √ √ √ √ √ √ Automate the routine parts of the approval services

process √ √ √

Erase the boundaries between the five services √ √ √ √ √ √ Control Access

Store more data in an electronic format √ √ Provide better ways to limit search results √ √ Allow one-window access to the Agents yet still

provide other access points: direct, LIA, GOL √ √ √ √ √

Log accesses for analysis and monitoring √ √ √ Log all unauthorized access attempts for follow-up √ √ √ √ √ Send notices to users at log-on √ √ √ Provide an accurate means of identifying clients √ √ Allow agents immediate access to services √ √ √ √ Provide Computer Based Training modules √ Allow XYZ's staff to control user access √ √ √ √ Deliver information in the format collected √ √ √ √

Enable Product and Service Development Fast entry and retrieval of product related

information √ √

Security of product related information √ √ √ Tracking of products through the development cycle √ Planning and management of the development cycle √ Document preparation, circulation and approval √ √ Electronic mail √ Group consultation and collaboration √ Workflow processing √ Desktop publishing capabilities √ Computer Based Training facilities √ The ability to search on global information databases √ Online access to information √ √ Online help facilities √ √ √



Access to financial and accounting information √ Establish Standards

Checking the information submitted with requests √ √ Storing and transmitting requests and

documentation √ √

On-line access to information needed for research √ √ √ Controlling access to on-line information √ √ √ Consultation and collaboration √ √ Document preparation √ Answering questions re status of customer requests √ √ √

Manage Relationships Provide a common look and feel for all applications √ √ Provide an integrated Help facility √ √ √ √ Support workflow through software √ Integrate with a comprehensive telephone system √ Distribute procedures and standards electronically √ Provide fax capabilities from the LAN √ Incorporate a statistical database √ √ √ Provide a common financial component √ √ √ Have a centralized security system √ √ √ √ Record all contacts with Agents and users √ √ Implement event-driven triggers √ √ √ √ Incorporate email √ Assist XYZ in selecting Agents √



3.1.1 Company ABC

As the new mission-critical applications are developed, their servers are placed in the new server environment. This environment consists of the support functions that are reused across applications: • Access protocols are used by the desktop computers to access servers. At the transport level the TCP/IP protocols are

used. Several alternatives are available for the desktop-to-server protocols above the transport level; the selection will be made during the detailed architecture design.

• Request routing function maps service requests to servers. This may involve balancing load among multiple servers, and re-routing in case of server failure.

• Authentication function establishes the identity of users who request access to services. Access control mechanisms use authentication to restrict access to applications and information according to specified access control policies.

• Process monitoring gathers data about the key business processes. The gathered data are used for auditing, recording business statistics, the common financial system, etc.

The server environment is a “glue” that holds the servers together. The environment must be designed, and the basic functions implemented, before any new applications are deployed.

The first two servers to be placed in the new environment are a relational database server for the re-engineered Service A and Service B, and the object server for storing digitized images. The environment may later include a specialized workflow server, and an “information warehouse” server, if the expected benefits justify their cost.

3.1.2 Core desktop software

Desktop computers are used for on-line access to various information sources, including approved data, shared databases of documents, and sources external to XYZ. They are also the point of contact between people and the automated parts of business processes.

The desktop computers implement the graphical user interface and certain simple processing tasks. The software executing in the desktop computers include the core functions that are not application-specific. The core functions are shared across applications.

An important core function is the graphical user interface (GUI) with a common look and feel. The GUI must be designed and prototyped, preferably with feedback from selected users, before any new applications are deployed.



The core desktop also includes access control functions which hide, as much as possible, the differences between security mechanisms in various servers and present a simple uniform access control model to the users.

Another important core function is the management of software distribution. The users should not be involved in updating and downloading the software in their computers. The system must therefore automate the routine parts of distributing new application software, managing it, and updating it. Software is distributed and updated through the network. Dynamic downloading of software (on demand) may be needed for some applications.

Support for on-line help is also a core desktop function. All new applications must be accompanied by easily accessible on-line help. The on-line help system must be flexible, so that new versions of the help text can be issued as necessary.

3.1.3 New Service A application

The Service A database is redesigned and implemented as a relational database. The data reside on a new server complex, together with the Service B database. The server uses fault-tolerant processors and storage to achieve the required 98% availability.

The desktop portion of the application is built on top of the core desktop software. It offers a new user interface based on the uniform look and feel. Agents, as well as XYZ employees, are able to submit new approvals, and view and print approved data from their desktops. Access to sensitive information is restricted by means of database access control mechanisms.

The application automates the routine parts of the new business processes. The system enforces, or helps enforce, rules about: • who can approve what • what supporting documents or information are needed • the information needed to identify a client • workflow: routing, monitoring of progress, alerts on delays

As much as possible, the rules are stored as data and interpreted by application programs. The rules can be changed by authorized users who use an interface developed for this purpose.

When the new Service A system is deployed, the old mainframe-based Service A system is decommissioned; the two systems do not operate in parallel.



The redesign of the application is a good opportunity for incorporating imaging. The purpose of the imaging system is to capture the necessary paper forms entering the approval process for Service A and to view and print them at the desktops on demand.

3.1.4 New Service B application

The Service B database is redesigned and implemented as a relational database. The data resides on a new server complex, together with the Service A database. The comments made above about the new Service A application also apply to the Service B application.

The redesign is a good opportunity for incorporating imaging into the application. However, the volume of paper documents to be captured in the imaging system should decrease: it is assumed that documents will be filed as text data by the customers.

3.1.5 Existing mainframe applications

The remaining three mission-critical applications, namely Service C, Service D, and Service E, remain on mainframes. However, as much as possible they incorporate elements of the new architecture: • The new user interface based on the standard look and feel is employed for commonly used functions. • The process monitoring system is connected to the applications. • Imaging is added where its benefits justify the costs. • Client database, common financial system, and business statistics are integrated with the applications.

3.1.6 Imaging

Imaging technology is to be carefully evaluated with regard to its inclusion in the two new mission-critical applications, its retrofit into the three mission-critical applications that remain on mainframes, and its support for other business processes.

The imaging infrastructure consists of desktop configurations for the input and output of digitized images, and servers that support storing and retrieving images. Various combinations of input and output devices (image scanners and printers) may be deployed in the agents’ offices.

Digitized images are stored centrally on an imaging server. The existing communication lines between the imaging server and the desktop computers in agents’ offices do not allow immediate on-line retrieval of digitized images. Upgrades to



telecommunication lines are required for those agents who require on-line image processing. For agents with existing lines, the agents typically retrieve images asynchronously: The request for retrieval is submitted, the agent switches his/her attention to another task, and the image arrives later. Similarly in the opposite direction.

An important part of implementing imaging is the conversion of existing documents (paper, microfilm, microfiche) to digitized images. Since this is an expensive process, it will be advantageous to convert only the most frequently accessed parts of the existing backfiles. For example, research done in the Service C area suggests that 50% of an examiners time is spent on document retrieval, and that 50% of all documents retrieved are less than four years old; a 25% time savings may be achieved by a partial conversion of this extent.

3.1.7 Client database

The client database consolidates the basic data about persons and legal entities. The database is used to simplify data entry: the users have quick on-line access to the database whenever entering new data about persons and legal entities; thus they need not enter the data already in the database.

The back end of the client database application is developed together with the first new application (Service A or Service B). The front end (user interface) is based on the core desktop, and uses the common look and feel.

The client database provides links between the five databases. The links are followed when an update against one database triggers an update against another. In addition, the database is the starting point for queries about the status of customer requests.

3.1.8 Common financial system

The common financial system keeps track of the incurred service fees. The system uses the data from the process monitoring function in the new server environment. The data are stored on the new relational database server (which is shared with the Service A/Service B applications).

The system enforces financial rules (for example, limits on service fees). The rules are stored as data, and can be changed by authorized users.

Some data from the common financial system is available to the agents for their own office accounting.



The desktop part of the common financial application is based on the core desktop, and uses the common look and feel. It also can down-load information which the agents may interface with standard accounting packages.

3.1.9 Business statistics

Business statistics measure the key parameters associated with the business processes: volumes, response times, exceptions and variations of the processes. The statistics are computed based on the data from the process monitoring function in the new server environment.

The data are stored on the new relational database server (which is shared with the Service A/Service B applications). A user interface is developed for access to the statistics.

3.1.10 Computer based training

Computer-based courses developed by third parties may be delivered using the desktop computers. The courses are distributed on CD-ROM or via the network connections. In the former case the desktop computers have to be upgraded to include CD-ROM drives. Audio output, if used, would also require upgrades to the desktop computers.

3.1.11 Personal productivity tools

The desktop computers in XYZ offices are also used as a platform for personal productivity tools: word processor, spreadsheet package, graphics presentation tools, and project management tools. Many PCs within XYZ have already been configured with these tools. Those not so equipped are upgraded. PC software for paperless fax is added.

Some desktop computers are configured with software and hardware for desktop publishing.

3.1.12 E-mail and collaborative work support

The local area and wide area networks necessary for building the client/server architecture also provide connectivity for supporting user-to-user communication and collaborative work.

An electronic mail system is put in place to connect XYZ employees to each other and to the private agents. The system uses the desktop computers for user interface, and additional servers for storing e-mail messages.



Some desktop computers include a shared screen facility so that the agent support staff can assist the agents with their computer problems while viewing the same screen.

Shared document databases (in the style of Lotus Notes) are put in place. Initially the shared databases may be implemented using small servers on the office LANs. Later, the central relational database server may be used for this purpose.

The shared database is a repository of documents, drafts, notes, and annotations. It also contains rules to be followed in the new business processes. For example, rules for hiring agents or a checklist with weights and scores.

3.1.13 Telephone support

Telephone access to help desks is integrated with on-line applications. This enables automated routing of incoming calls and speeds up retrieval of customer information during a customer’s call.

3.1.14 External interfaces

The desktop computers allow users to access not only the servers in the XYZ system, but also external information sources. For example, provincial legislation stored in external databases or Internet. The connectivity is realized by gateways into the external world.

The XYZ servers (including mainframes) are accessed not only by XYZ employees and private agents, but also by external users.



3.2 Infrastructure

An information technology infrastructure is defined as the hardware, network and systems software components which provide the necessary framework for the development, implementation and administration of applications and services. A well designed infrastructure can be thought of in relation to a good telephone network; the users of the system neither know nor care what technology exists under the surface, as long as they can carry on their business with reasonable service levels, at an acceptable cost, and can expect new services to be rolled out without a significant new investment.

This section defines the new information technology infrastructure. Although its immediate purpose is to support the applications described in section 0, the infrastructure follows a stable, flexible, standards-based architecture which will form the basis for XYZ information technology systems into the next century. The infrastructure supports both the new client/server applications and the remaining legacy systems.

The three subsections of this section describe the infrastructure from several different viewpoints: • Conceptual Overview of the Operational Network; • Private Agent and External Client Configuration; • XYZ Office LANs.

Each subsection consists of a diagram accompanied by a narrative description.



3.2.1 Conceptual Overview of the Operational Network

UNIX UNIX

Network

Gateway ServersDuplexed RS/6000

Processors(Existing Servers)

SNAToken RingBackbone

CNSMainframe(s)

PCWorkstations

Request forService

Response orBroadcast

RequestResponse

UNIX UNIX UNIX

Image ServersUNIX/RISC Processors

RAIDStorage

Database & Process ServersUNIX/RISC Processors

Applic. D, Applic. E

Relational Database

Ethernet LAN

Request

Response

RequestResponse

IDMS

Adabas

UNIX

HUB

Transaction & Database ServersMVS Processors

Applic. A, Applic. B, Applic. C

Ethernet LAN

Image Storage &Caching

High Availability Configuration

VAX

VAX 3100GR System

TCP/IP

TCP/IP

TCP/IP

HUB

The diagram on the previous page is a high-level view of the infrastructure. It consists of the following three major components:



• The PC Workstations, depicted as circles in the diagram, indicate generic users of XYZ services. A detailed definition of user types and configurations is documented in subsection 3.2.2.

• The Operational Wide-Area Network (WAN), which is depicted as a cloud in the diagram, connects the various workstation local-area networks (LANs) to each other and to XYZ Servers. It encompasses the OSI Layers 1 and 2 (Physical and Data Link layers). The initial configuration is the current AGNPac WAN which is an X.25 packet switched network. The WAN technology is invisible to the other portions of the infrastructure. It is this “invisibility” that will allow it to change to take advantage of emerging technologies such as frame relay and ATM which will provide the faster transmission speeds and greater bandwidth required to support increased use of imaging and multimedia in the future. TCP/IP continues to be used as the network and transport protocols (OSI Layers 3 and 4) for XYZ operational network, both over the WAN and on the Ethernet based LANs. Since TCP/IP is an established networking standard, it is safe to assume that it will be supported for some time to come, in major wide area and local area network configurations.

• The XYZ Servers. All the major operational servers for XYZ are housed in a central location. There are four categories of servers: ∗ Gateway Servers: The current duplexed SNA gateway servers used to convert from TCP/IP to SNA protocols

continue to perform this function for transactions against the remaining legacy systems, Service C, Service D and Service E. The gateway servers are IBM RS/6000 processors running the AIX operating system. The gateway servers perform additional services such as the control of the overall TCP/IP based network (master Domain Name Server) and identifying and routing service requests to the servers. They function as a gateway to the VAX 3100, which must be retained to provide access to historical information. This may be a period of up to three years unless a full conversion of historical data is undertaken, and then the VAX could be removed immediately. The Gateway Servers may function as the Authentication Server, establishing the identity of users who request access to services; alternatively, the authentication service may be placed in the database servers.

∗ Mainframe Transaction and Database Servers: The mainframes continue to run the Service C, Service D and Service E applications within the target time frame. These applications will likely be ported to an open systems based, client/server architecture further on in the future. The major change to these applications is the replacement of the SNA/SDLC network and 3270 type terminals by intelligent networked workstations connecting to the mainframes via the Gateway Servers described above.

∗ Database and Process Servers for the client/server applications: the re-engineered Service A and Service B, as well as new corporate applications such as financial, statistical and common client database. The servers are RISC-based processors running a variation of UNIX and a Relational Database Server engine. They provide data storage and processing capacity. For high availability, the servers are configured with duplexed processors and redundant



components to improve system I/O performance and avoid a single point of failure. The storage technology is RAID (Redundant Array of Inexpensive Disks), to provide maximum protection and availability of data.

∗ Image Servers: The imaging system needs two types of storage: object storage (for digitized images), and index server (for the indices, used in searches). The database/process server listed above is used for index storage. Object storage is placed on a separate image server.



3.2.2 Private Agent and External Client Configuration

DOS/Windows Desktop(s)

Ethernet TCP/IP LAN

Printer(s)

DECBrouter

Scan Server(s)

Page Scanner(s)

Optional Equipment

To WAN

(Low to High Speed Line(s))

TCP/IP

Request forService

Response orBroadcast

The diagram on the previous page illustrates a typical configuration used by the private agents and external clients. A number of configurations for these users are possible, but they all interact with the network and its associated servers in a similar manner. The workstation issues a request for service or information, and later receives a response to the request. The response



may come in real time or may be delayed until a more appropriate time depending on the nature of the request (e.g. a request for a document stored on microfilm may be responded to in a delayed mode while freeing the workstation to continue with other requests). Users also receive unsolicited broadcast information such as general service announcements, new product information, etc.

XYZ clients are of various types, including basic Private Agents, specialty or enhanced service Private Agents, providers of outsourced services, other government departments or agencies, XYZ employees, etc. All clients, regardless of type or size, access XYZ applications via a common, GUI-based, PC desktop. The access via 3270 type terminals and the SNA/SDLC Wide Area Network is not supported in this model. XYZ Online access is either discontinued or converted to use the common desktop architecture and access methods.

Each agent/client environment consists of a LAN, probably Ethernet based, which is capable of connecting to the standard XYZ supplied DEC Brouter and supporting the TCP/IP protocol. Additional protocols may be used on the LAN as long as they do not conflict with the ability to transmit TCP/IP or with XYZ-supplied desktop software. One or more agent/client supplied PCs are connected to the network; some or all of them run XYZ supplied desktop software to connect to XYZ applications. The printer configurations are the same as in the 1994 private agent environment.

If the agent/client supports the electronic capture of document images, a scanning station is connected to the LAN. The station consists of a standard PC with special software and an attached letter/legal size (or greater) scanner. In single PC environments, the basic desktop PC can double as the scan server in order to reduce costs.

As was mentioned above, the images may be transferred asynchronously between the central image server and the remote LANs. That requires storage on the agent’s LAN for the queued images, and operating system support for scheduling delayed transfers.

The minimum required desktop PC configuration does not vary considerably from the 1994 minimum agent configuration; this accommodates the installed base with a minimum of additional investment in hardware/software purchases or upgrades. It is recommended, however, that the base level configuration for new agents/clients be upgraded to the intermediate level as defined below, and that agents with the minimum configuration be encouraged to upgrade and warned of the following considerations if they don’t: • process times could become worse, • they may be unable to run other applications concurrently with XYZ desktop due to memory limitations,



• they may not be able to install other software on their PC due to hard disk size limitations.

The proposed desktop PC configuration is defined in terms of three levels of performance, as outlined below: • Minimum Configuration, to support existing agents or small volume agents/clients only:

- Intel 486SX 25 MHz processor, - 6 MB RAM, - 80 MB Hard Drive, - Microsoft DOS Version 6.2 and Windows Version 3.1, - additional specifications as defined for the 1994 private agent configuration

• Intermediate Configuration, for average to large volumes or increased performance: - Intel 486DX2 66Mhz processor, - 16 MB RAM, - 400 MB Hard Drive, - Microsoft DOS Version 6.2 and Windows Version 3.1, - additional specifications as defined for the 1994 private agent configuration

• Advanced Configuration, for large volumes or high performance: - Intel 486DX4 99Mhz or Pentium processors, - 16-24 MB RAM, - 400 MB Hard Drive, - Microsoft DOS Version 6.2 and Windows Version 3.1, - additional specifications as defined for the 1994 private agent configuration

In addition to Microsoft DOS 6.2 and Windows 3.1, XYZ desktop environment may support (or require) Windows NT, Windows 95 or as yet unannounced future versions of the Microsoft Windows environment. The reliability of the desktop operating system will become particularly important as mission-critical client/server applications are deployed in this environment.



3.2.3 XYZ Office LANs

Printers

WindowsDesktops

xxx

10B

aseT

Eth

erne

t

EMailServer/Gateway

NetFrameNetWare

Server

HUBHUB RouterRouter

EthernetFibre Backbone

10B

aseT

Eth

erne

tTo WAN

High Speed Line(s)

Router

IPX/SPX IPX/SPX

UNIX

DevelopmentServer

UNIX/RISC

WorkflowServer

TCP/IP

Local Server SegmentWorkgroup Segments

Scan Server(s)

Page Scanner(s)

UNIXDesktops

There are two major XYZ Office LANs, one each in City A and City B. These Office LANs are comprised of several Ethernet segments connected via a Fibre Optic backbone. There are several workgroup segments (usually one per floor) and one local server segment. Each segment utilizes Unshielded Twisted Pair (UTP or 10BaseT) wiring connected to Ethernet Hubs.



Routers may be used to connect the segments to the backbone. A DEC Brouter is used to connect to the Wide Area Network over a high speed line. TCP/IP is used across the WAN to connect to the Agent Network.

The local network operating system is Novell Version 3.12 and the protocol for LAN communications is Novell’s IPX/SPX. Thus most workstations will run dual protocol stack: IPX/SPX and TCP/IP.

The Local Server Segment contains the following servers: • Novell Netware Server (the existing Netframe in City A and a new server in City B) which provides local network

communications services, file services and print services. • Email Server which provides local postoffice and mail routing services. This is an Intel 486 class machine. • Shared database server (for example, a Lotus Notes server) to support co-operative work. This is an Intel 486 class

machine.

The Workgroup Segments contains the following components: • Windows desktop workstations which are Intel 386 or higher processors, configured with varying combinations of Office

Suite software, Email, Query Tools, Project Management Tools, Desktop Publishing, and SDE/SME software as well as XYZ Desktop software for access to XYZ Applications.

• Printers, for local printing. • Scanning stations for capture of documents to images.

A Development Environment will exist for the creation and testing of applications. The development portions are shown as

being logically connected to the LAN segments, however, these components may actually reside in the Company ABC Outsourcing Center and/or in an Company ABC office where the developers will be located. The development environment will contain the following components: • Development Server which provides application development and maintenance services. It contains relational database

server software, the SDE and the SME software. This is a UNIX/RISC processor with standard SCSI2 attached DASD and a backup tape drive.

• UNIX based workstations, primarily for developers and maintenance staff who access UNIX servers.



3.3 Data Model

A data model is used to show, in graphical form, the data that an organization stores and the interrelationships among the various data elements. The data may be stored in any format: electronic, manual, digital image, or some micrographic medium. The XYZ data model presented in Appendix B is a high level model which must be further investigated and expanded throughout the IT Architecture implementation period.



4. Cost Estimates

4.1 Background

The IT Team was responsible for estimating the costs of assembling the target technology. To do this, a number of items were identified that could have costs associated with them. Costs were assigned to these items in two categories: one time costs and recurring costs. The cost items were grouped and levelled to arrive at the seven events which appear on the following page.

Event costs were given to the other teams working on the BPE for inclusion in the Finance Report and the Business Case Report. It is in these two reports that financial analysis is done on the costs, with cases presented for scenarios with costs which exceed these estimates by 25%, and where delivery of solutions occur one quarter later than anticipated. The IT presentation of the costs makes no attempt to provide any analysis and merely presents the amounts as one time or recurring. The estimated recurring costs have not been reconciled with the ISMS agreement between the Ministry of Government Services and Company ABC, and do not reflect the potential impact on Service Resource Unit (SRU) requirements.

The IT architecture in this document is presented at a high level and a detailed architecture phase will be required to determine the architecture down to the component level. So to are the costs presented at a high level, to match the architecture presentation. It is only after the detailed architecture is complete that more comprehensive cost estimating can be performed. This is particularly the case with the estimates for the new Service A and Service B applications. In the absence of detailed business requirement, a function point approach was used, with estimates being based on the high level entities defined in the data model.



4.2 Cost Summary

Event One Time Cost Annual Operating Costs

Common System Infrastructure $3,800,000 $300,000Service A 4,200,000 200,000 Service B 3,600,000 200,000 Service C 2,100,000 100,000 Service D 3,000,000 200,000 Service E 2,700,000 100,000 Office Automation 600,000 100,000

Total Costs $20,000,000 $1,200,000

4.3 Description of Events

4.3.1 Private Agent Desktop

The Private Agent Desktop (Common System Infrastructure) event is the essential event that must be completed before any other events can be completed. Many of the items within this event are infrastructure related and are used as building blocks for other events. Following is a list of what is included in this event:

• An upgrade to the desktop software to allow software distribution and implement the common look and feel interface

• Development of the statistical database

• Development of the common financial system

• Implementation of the access control system

• Installation of the server infrastructure

• Development of a client database



• Completion of the detailed architecture

• Definition of the system development environment

• Definition of the system maintenance environment

• Installation of the imaging infrastructure

• Development of computer based training for the core functions

4.3.2 Service A

The Service A event is comprised of a new client/server Service A application and an imaging component. The incremental costs for imaging Service A documents represents 22% of the event’s one time cost and 3% of the event’s annual operating costs.

4.3.3 Service B

The Service B event is comprised of a new client/server Service B application and an imaging component. Imaging represents 64% of the event’s one time cost and 2% of the event’s annual operating costs.

4.3.4 Service C

The activities associated with this event include the addition of imaging and the upgrading of the existing Service C application to work with the new client/server environment. Imaging represents 88% of the one time cost and 74% of the annual operating costs. The reason why imaging is such a large proportion of this event’s costs is because of the large backfile conversion required and the number of documents that need to be imaged on an ongoing basis.

4.3.5 Service D

The Service D event consist of an upgrade to the existing application and the addition of an imaging component. The imaging component represents 66% of the one time cost and 60% of the annual operating costs. Service D, like Service C, has a large backfile to be converted and a large number of documents that need to be imaged on an ongoing basis. It should be noted that



the current access to historical records is a very low-volume (8-10%) requirement. There is merit in considering a conversion on demand approach to these records.

4.3.6 Service E

This event only consists of an upgrade to the Service E application so that it interfaces properly with the new client/server infrastructure. There are no imaging requirements for this application.

4.3.7 Office Automation

This event contains all the elements required to support the efficient operations of XYZ staff and their communications with external parties. The following items are included in this event:

• Installing a complete set of office software tools

• Linking all XYZ staff with Email

• Installing Workgroup technology

• Upgrading the LAN environments

• Providing a facility to query operational data

• Automating the telephone system

• Linking XYZ staff with Private Agents through Email

4.4 Imaging

Imaging represents a large proportion of the total required IT investment. Imaging accounts for approximately 50% of the total one time cost and 20% of the annual operating costs or, $10,000,000 and $240,000 respectively. The imaging estimates were



based on the assumption that 100% of the imaging backfile would be converted and that all documents currently being microfilmed would be imaged.

Further analysis in the area of imaging could lead to cost savings in two places. First, all documents need to be evaluated as to whether or not they are worth capturing or, if they can be replaced with electronic capture. Second, the backfile needs to be evaluated to determine the optimal conversion percentage that would maximize benefits while minimizing the cost. If both these analyses are undertaken, a more conservative approach to imaging may be adopted, leading to a lower investment in the technology.

4.5 Networking

Costs associated with networking were not estimated in this report. Currently, XYZ does not pay any telecommunication charges because Public Works Supply and Services (PWSS) is in possession of this budget and pays all associated networking costs. Telecommunication charges for a given department within the government are not even known by PWSS, so no estimates for XYZ could be obtained.

PWSS is in the process of privatising the provisioning and operation of telecommunications with an expected completion date of 1 April 1995. At that time, XYZ will be responsible for their telecommunication costs. At some point before the turnover, PWSS will determine each department’s share of the telecommunications budget and transfer these funds to the departments. Since XYZ wants the Agents to pay for their own telecommunications charges, XYZ will only pay for lines which are used for XYZ purposes. Depending on the mechanism used for Agents to pay their telecommunication charges, a large surplus in XYZ telecommunications budget may result.

When more information is made available, a further analysis will be conducted in this area to determine the following:

• Are the transferred funds sufficient to cover XYZ networking needs?

• Is the vendor that is selected during the privatisation process the best vendor to deliver telecommunications services?

• Are there more cost effective options available?

• Will Agents pay their telecommunications costs, and if so, how?



• What are the incremental costs of providing a Private Agent with the bandwidth required to support full imaging capability?



Appendix A: Assumptions

The approach taken with this report has been shaped by the technical and business assumptions listed below. During the project, the assumptions were distributed to and reviewed by the BPE team leaders.

1. There will be no additional investment in XYZ On-line (GOL).

• No new applications for GOL subscription will be approved.

• Old telecommunications equipment supporting access to GOL will not be upgraded.

• No new services will be implemented through GOL. For example, there is no provision in the IT strategy to make the new Service B application available to GOL users.

2. When PWSS transfers responsibility for telecommunications costs to XYZ, XYZ will in turn transfer responsibility for telecommunications costs to the Agents. The related issues are:

• PWSS does not know what the telecommunication charges for XYZ currently are.

• PWSS will be outsourcing the provisioning of telecommunications services by 1 April 1995.

• XYZ has no mechanism to bill Agents for telecommunications usage.

• Telecommunication costs are not reflected in the cost estimate. Capacity planning for the WAN will be a critical element in defining the cost/benefit of the many network-dependant services being considered: client/server computing, imaging shared screen facilities, etc.



3. The IT Team’s estimates were based on the assumption that there will be two XYZ offices; one in City A and one in City B. There may be further office consolidation in the future.

4. Every XYZ staff member who requires one will have a PC. All PCs will be attached to a LAN.

5. External interfaces are not addressed in this document. Interfaces will operate as they are until a complete review of the agreements for each interface group has been conducted. Access to legislation on-line has been mentioned as a new requirement and does appear in the document.

6. XYZ will provide an accounting function to the Agents.

• The accounting function will benefit XYZ by ensuring that Agents make correct deposits in a timely manner.

• The accounting function will benefit Agents by reducing the amount of time they spend reconciling their revenue.

7. Signatures that are currently being captured, will continue to be captured.

• Documents that contain signatures will be imaged or captured in some format.

8. Only the Graphical User interface will be supported for an operational system once an application has been converted to the common look and feel.

• External users will have to upgrade their technology to secure ongoing access to systems.

• Once an application has been upgraded, GOL users will lose access to applications. An alternative to using GOL methods may be that the user can upgrade to the Agent platform to keep access.

• The long term goal is to phase out 3270 and GOL access methods.

9. Any other departments that wish their applications be accessed through the Agent network will have to be upgraded to XYZ standard interface and infrastructure.

10. Agent investment requirements will be minimized.



• Minimizing IT investment for the Agents will increase investment for XYZ, assuming the majority of processing occurs on servers managed for XYZ.

• With XYZ making the IT investment, a simpler and easier to control environment will be created.

• The cost estimates for the Private Agent Desktop are for software development only, and make no provision for associated charges to Agent owned technology, or the cost of software distribution.

• It is expected the Agents will need to refresh their technology platforms. The investment may take place over time, with a complete turnover anticipated every three years. Investment by the Agents may be necessary for the deployment of the new Service A and Service B applications, and for asynchronous image processing.

11. The time horizon for this document is two years.

12. Imaging estimates are based on current document volumes. All documents that are currently being microfilmed or stored, will be imaged.

13. All requests for services from the general public will be directed through the Agent network exclusively.

14. Not all Agents will have imaging capabilities.

• The cost of entry must remain economical for low volume Agents.

• There will be a number of “Super Agents.”

15. Currently, Agents can stay active on only two applications at a time, Application A and one other application. It is a goal of the new architecture to limit the amount of time required to initiate a new service for a client. This implies that all applications will be accessible at the same time.

16. Hardware costs include the cost of any Operating System software, excluding hardware currently owned by Private Agents.

17. Cost assumptions for maintenance, which are part of the recurring costs, are:



• Application -> 10% of development effort

• Hardware -> 20% of purchase price

• Software - > 20 % of purchase price

18. Large servers will be housed at the Company ABC data center. Small servers ( LAN) will he housed locally, where they are needed.

19. Costs are portrayed as one time costs and recurring costs. Outsourcing and alternative methods of financing have not been considered.

20. The time required of XYZ staff in any development project have not been included in any estimates.

21. XYZ staff will write on-line help text for all applications that require it. The functionality will be provided through the developed application, but the text will not be supplied.

22. The alterations envisioned to provide Application A, Application B, Application C with a common user interface do not include the reengineering of these applications.



Appendix B: Data Model Diagrams

Reading the Model

The diagrams employ three graphical symbols: • The simple box represents a group of data that is tracked or stored by the business. • The double lined box represents a group of data that is stored as an electronic image, paper document or in micrographics

format. • A line joining two boxes indicates that the data represented by the two boxes is related in some way.

The labels on the symbols can be read as simple subject-verb-object sentences, which describe the business in terms of data entities and their relationships. The box labels are nouns, and the line labels are verbs.

Each box-line-box connection in the diagram stands for a subject-verb-object sentence. To read the sentence, start with the box closer to the line label; its label is the subject of the sentence. The label in the other box connected to the line is the object of the sentence. For example, in the “Service C Data” diagram, the two boxes in the centre and the line connecting them represent the sentence “Client/legal entity owns asset”.

Some lines in the diagrams do not have labels. These lines join groups of data that are at too high a level to describe the relationship. Entities that are at the high level have a subsequent page in the model dedicated to describing the constituent entities. The label on the high level entity will be used as the page heading for the corresponding detailed diagram.

Development and Use of the Model

Because data remains relatively constant over time, the model also holds true over time. The model can serve as a living document. That is, the model does not merely show the organization at a point in time and then become an historical relic. The model can be used as a working document to define the current situation and then be further developed to show new requirements for the business. At its lowest level of detail the model is a basis for database schema definitions for new applications.



One area of the model can be refined while leaving other areas untouched. For example, if the Service A application is the first development project to be started, the data that relates to Service A can be modelled in detail and this does not affect other areas of the model. As each new application enters development, the data model is updated for that application. Over time, the data model becomes a layered document that holds information about stored data; a complete catalogue of XYZ information. Each layer in the model delivers increasing detail until finally at the lowest level, data is represented at its element level.

It is anticipated that a CASE tool would be used to automate the creation and maintenance of XYZ data model.



Administra-tive Data

Service DData

Service BData

Client/LegalEntity

Service CData

Service AData

Fines/Obligations

Service EData Agents/Users Requests

XYZ High Level Data Model

Submit

Request Service for

Process



Agents/Users

Agents/Users

SecurityProfiles

AccountBilling

Audit/AccessLog

Is issued to

Is recorded for

Have accesstracked byControlled

Inventory

AdministrativeDataAgreements

Enter into

Define access for



Service B Data

Client/LegalDataCustomer A Customer B

AdministrativeData

Customer ADocuments

AdministrativeData

Customer BDocuments

Submit

Enter InfoIs created by

Submit



Service C Data

Client/LegalData

AdministrativeDataAsset Plans Administrative

DataAsset

DocumentsAsset

Own

Have filedHave filed



Service D Data

Test

Client/LegalData

AdministrativeDataPhotograph ExaminersOwners

AdministrativeDataDocuments

Assets

Department D

Identification

Approval

Is Validated by

Owns

Have

SubmitAre approved by

Are identified by

Owns

Are authorized by

Allow jurisdictionalmovement



Service E Data

Client/LegalData Asset

Put Claims On



Service A Data

Enter into

Client/LegalData

AdministrativeData

Event Adocuments Event BEvent A

Event C Change

Commission-er A

Have filed

ApproveAre recorded for

Have filed

Are recorded for

Is requested by

Commission-er B

Perform

AdministrativeData

Event Cdocuments

Approve

AdministrativeData

Event Bdocuments

Has filed