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5 Business Reference Model

5.5 Services Support Business Area

The Services Support Business Area provides the critical policy, programmatic and managerial foundation to support government operations in the provision of government services to Australian individuals, businesses and other organisations.

For example, services for citizens under the Maritime Services LoB may be supported by government operations involving legislative drafting, regulation development, public consultation, public relations, sale of goods and services, and user fee collection. Alternatively, taxation services may be supported by only legislative drafting, customer services and tax collection.

Figure 5‑5 illustrates the LoB and Business Sub Functions in the Services SupportBusiness Area.

[30] Services Support
[301] Governance [302] Planning and Budgeting [303] Public Affairs [304] Revenue Collection
  • [30101] Civic Events
  • [30102] Constitutional Matters
  • [30103] Electoral Matters
  • [30104] Honours and Awards Programs
  • [30105] Intergovernmental Relations
  • [30106] Legislative Drafting
  • [30107] Official Protocol
  • [30108] Parliamentary Chamber Support
  • [30109] Parliamentary Committee and Member Support
  • [30110] Public Administration
  • [30111] Regulation Development
  • [30201] Budget Delivery
  • [30202] Budget Formulation
  • [30203] Business Improvement
  • [30204] Architecture
  • [30205] Legal Advice
  • [30206] Outcomes and Outputs
  • [30207] Procurement Planning
  • [30208] Strategic planning
  • [30209] Workforce Planning
  • [30301] Customer Service
  • [30302] Government Campaigns
  • [30303] Government Media
  • [30304] Public Consultation
  • [30305] Public Relations
  • [30401] Agency Asset Sales
  • [30402] Debt Collection
  • [30403] Government Asset Sales
  • [30404] Sales of Goods and Services
  • [30405] Tax Collection
  • [30406] User Fee Collection

Figure 5-5: Services Support Business Area

5.5.1 [301] Governance A

Governance includes executing legislative processes in Houses of Parliament, assemblies or councils, where officers are elected to represent citizens; administering committees that report to legislative bodies; managing elections of government representatives and sponsoring major community events. This includes official duties carried out by the titular head of the government or municipality (including managing the machinery of government processes at all levels of government).

Business Sub Function Defines the set of Business Capabilities that
30101
Civic Events A
  • organise community events and ceremonies to mark significant occasions;
  • coordinate security, publicity and entertainment;
  • arrange adequate public facilities, car parking and seating (including liaison with local businesses, volunteers and community groups).
30102
Constitutional Matters A
  • manage the system of fundamental principles that provide the governance framework for a nation, state, territory or municipality;
  • administer policy and procedures for constitutional review and amendment;
  • provide advice on the implications of intervention in constitutional litigation (including the activities of committees involved in constitutional matters).
30103
Electoral Matters A
  • administer voting to elect representatives for public office;
  • conduct referenda to amend the constitution;
  • maintain electoral rolls and enrolment procedures;
  • provide polling booths, ballot papers and scrutiny of electoral processes;
  • distribute the results of elections via any medium (including electoral information and education programs).
30104
Honours and Awards Programs A
  • coordinate and promote ceremonies to pay tribute to notable achievements;
  • establish selection criteria and the framework of levels of honour;
  • design and produce medals;
  • research and evaluate nominations;
  • maintain a register of awards;
  • prepare congratulatory messages.
30105
Intergovernmental
Relations A
  • develop cooperative associations between Australian government jurisdictions;
  • host forums and consultation processes to assess policy proposals and their potential impacts;
  • administer inter-jurisdictional bodies, grants and reforms;
  • negotiate interstate agreements on matters other than trade.
30106
Legislative Drafting A
  • prepare legal instruments for the parliament of any jurisdiction;
  • analyse government policy and the constitutional environment;
  • interpret the legal effect of existing legislation;
  • provide advice on legislative proposals.
30107
Official Protocol A
  • support the activities of high-level government representatives in carrying out their official duties;
  • determine appropriate conventions, customs and arrangements required during formal procedures and functions, either in Australia or overseas (including research, advice and support services for occasions where official protocol is to be followed).
30108
Parliamentary Chamber Support A
  • provide corporate assistance and security services to Houses of Parliament, assemblies or governing councils;
  • make arrangements for accommodation, equipment and catering;
  • oversee building and maintenance requirements;
  • supervise broadcasts of parliamentary proceedings.
30109
Parliamentary Committee and Member Support A
  • supply administrative assistance to elected members in all tiers of government in Australia to help them fulfil their duties;
  • manage secretariat support and secretarial staff;
  • provide access to reference and research services;
  • offer advice on procedures and the interpretation of standing orders.
30110
Public Administration A
  • develop and administering programs to implement the policies and initiatives of the executive and elected representatives;
  • review and evaluate the performance of such programs;
  • develop policy and guidelines to improve public administration.
30111
Regulation Development
  • develop and establish regulations governing conduct or behaviour in specific areas (including researching and drafting proposed and final regulations).

5.5.2 [302] Planning and Budgeting F

Planning and Budgeting involves the government activities of determining strategic direction, identifying and establishing programs, services and processes, and allocating resources (capital and labour) among those programs and processes.

Business Sub Function Defines the set of Business Capabilities that
30201
Budget Delivery F
  • affect the legal appropriation and managerial distribution of budget authority to achieve results consistent with the formulated budget.
30202
Budget Formulation F
  • affect the activities undertaken to determine priorities for future spending and to develop an itemised forecast of future funding and expenditures during a targeted period of time (including the collection and use of performance information to assess the effectiveness of programs and develop budget priorities).
30203
Business Improvement F
  • affect the efforts to gauge the ongoing effectiveness and efficiency of business services and business processes and identify opportunities for re-engineering or restructuring;
  • plan and support innovation to business solutions, products and government services.
30204
Architecture F
  • affect the activities involved in describing the current state and defining the target state for the Australian Government's business, information, organisation, people, processes and technology (including establishment of a transition strategy for achieving the target state).
30205
Legal Advice
  • affect the activities involved in obtaining legal advice and resolving legal issues during procurement processes and the development of policies and programs (including legal advice obtained in-house or through appropriate external legal advisors).
30206
Outcomes and Outputs F
  • affect the activities that align government resources allocated through budget formulation, execution and management actions with examinations of program objectives, performance, and demonstrated results (including the review and evaluation of outputs and outcomes).
30207
Procurement Planning F
  • affect the processes for ensuring that appropriate investments are selected for capital and operational expenditures.
30207
Procurement Planning F
  • affect the processes for ensuring that appropriate investments are selected for capital and operational expenditures.
30208
Strategic Planning F
  • affect the determination of annual and long-term goals and the identification of the best approach for achieving those goals (including formulation of business, financial, human resources, ICT and information strategies).
30209
Workforce Planning F
  • affect the processes for identifying the workforce competencies required to meet the agency's strategic goals and for developing the strategies to meet these requirements.

5.5.3 [303] Public Affairs F

Public Affairs involve the exchange of information and communication between the government, citizens and stakeholders in direct and indirect support of citizen services, public policy, and/or the national interest.

Business Sub Function Defines the set of Business Capabilities that
30301
Customer Service F
  • affect the activities associated with providing citizens with information regarding the government's agency's service offerings and government operations, and managing the interactions and relationships with those citizens as customers of the government;
  • ensure appropriate availability of government information and protecting the rights of citizens to access government information that is legally available to them under Freedom of Information legislation;
  • manage facilities where trained personnel are available to answer questions or provide advice via the telephone;
  • promote the use of call centres to facilitate public access to government information (including AGIFT: Call Centre Administration).
30302
Government Campaigns F
  • affect the marketing of government services products and programs to the general public in an attempt to promote awareness and increase the number of customers / beneficiaries of those services and programs.
30303
Government Media A
  • affect the managing government advertising and communications activities;
  • develop advertisements and advertising campaign material (including production of media releases, public notices, commercial and employment opportunities).
30304
Public Consultation F
  • affect the activities of soliciting, maintaining and responding to public comments regarding proposed government policy and regulations.
30305
Public Relations F
  • affect the efforts to promote an organisation's image through the effective handling of citizen concerns.

5.5.4 [304] Revenue Collection F

Revenue Collection includes the collection of government income from all sources.

Business Sub Function Defines the set of Business Capabilities that
30401
Agency Asset Sales
  • affect the activities associated with the receipt of monies through the disposal and sale of government agency assets to the private sector (e.g. government furniture, office fittings, computing hardware).
30402
Debt Collection F
  • affect the activities associated with the collection of money owed to the government from both foreign and domestic sources (including monies from individuals, businesses and other organisations).
30403
Government Asset Sales F
  • affect the activities associated with the acquisition, oversight, tracking, and sale of non-internal assets managed by the government with a commercial value and sold to the private sector (including public infrastructure, utilities and enterprises. It does not include assets owned by government agencies).
30404
Sales of Goods and
Services
  • affect the sales of goods and services to the public and other non-government entities. Examples include:
    • the retail of goods sold by Australia Post Shops;
    • maps and other publications sold by AUSLIG;
    • services such the Bureau of Meteorology's subscription packages for weather forecasts and other meteorological services.
30405
Tax Collection
  • affect the activities associated with the collection of taxes and levies from business and the community;
  • assess and review the operation of the tax system.
30406
User Fee Collection F		 affect the collection of fees imposed on individuals or organisations for the provision of government services and for the use of government goods or resources (e.g. national parks).

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Last Modified: 30 November, 2011