Re-Inventing Xyz: 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
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 i

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 ii

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.
November 1994 Page 1

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 Core Services Imaging Client Common CBT Personal Email/ Telephone External
Env’mnt Desktop A/B/C/D/E Database Financial/ Prod. Collab. Support Interfaces
Bus. Tools Work
Statistics
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
Request for
Service
PC TCP/IP Network
Workstations
Response or
Broadcast
Request
Response
TCP/IP
HUB Ethernet LAN
Gateway Servers
Duplexed RS/6000 UNIX UNIX
Processors
(Existing Servers)
Request
TCP/IP
Response
Ethernet LAN
HUB
Response
SNA
Token Ring Request UNIX UNIX UNIX UNIX
Backbone VAX
RAID
Storage
VAX 3100 Relational Database
IDMS
CNS GR System
Mainframe(s) High Availability Configuration
Adabas
Image Storage &
Database & Process Servers Caching
Transaction & Database Servers
MVS Processors UNIX/RISC Processors Image Servers
Applic. A, Applic. B, Applic. C Applic. D, Applic. E UNIX/RISC Processors
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
To WAN
(Low to High Speed Line(s))
Response or
Broadcast
Request for
Service
TCP/IP
DEC
Brouter
Ethernet TCP/IP LAN
Printer(s)
Page Scanner(s)
Scan Server(s) DOS/Windows Desktop(s)
Optional Equipment
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,
• Advanced Configuration, for large volumes or high performance:
- Intel 486DX4 99Mhz or Pentium processors,
- 16-24 MB RAM,
- 400 MB Hard Drive,
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
IPX/SPX IPX/SPX
xxx
10BaseT Ethernet
Windows
EMail NetFrame
Desktops
Server/Gateway NetWare
Server
Ethernet
UNIX Fibre Backbone
UNIX
Desktops
HUB Router Router Router HUB
Printers
Development
10BaseT Ethernet
High Speed Line(s) Server
UNIX/RISC
Scan Server(s) TCP/IP
Page Scanner(s) To WAN Workflow

Server
Workgroup Segments Local Server Segment
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 $300,000

Service 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.

XYZ High Level Data Model
Administra-
tive Data
Service D Service B
Data Data
Service C Client/Legal Service A

Data Entity Data
Submit
Request Service for
Process
Service E Fines/
Agents/Users Requests
Data Obligations

Agents/Users
Security
Profiles
Define access for
Is issued to Have access

Controlled tracked by Audit/Access
Agents/Users
Inventory Log
Enter into
Is recorded for
Account Administrative
Agreements
Billing Data

Service B Data
Client/Legal
Customer A Customer B
Data
Is created by Enter Info
Submit
Submit
Customer B
Administrative
Administrative
Customer A
Documents
Data
Documents
Data

Service C Data
Client/Legal
Data
Own
Administrative Administrative
Asset
Asset Plans Asset
Data Documents
Data
Have filed Have filed

Service D Data
Have
Administrative
Owners Photograph
Data Examiners
Test
Submit
Are approved by
Owns
Administrative Client/Legal
Documents Approval
Data Data
Owns
Is Validated by
Are identified by
Assets Identification
Are authorized by
Allow jurisdictional
movement
Department D

Service E Data
Client/Legal
Asset
Data
Put Claims On

Service A Data
Event B
Administrative
documents
Data
Has filed
Have filed
Event A
Administrative
Event A Event B
documents
Data
Enter into
Approve
Are recorded for Perform
Commission- Client/Legal Commission-

er B Data er A
Is requested by
Approve Are recorded for
Have filed
Event C
Administrative
Event C Change
documents
Data

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RE-INVENTING XYZ

Information Technology Report

XYZ BPE Project

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

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

November 1994 Page i

3.2.2 Private Agent and External Client Configuration ................................................................................................................................................................ 26

November 1994 Page ii

November 1994 Page 1

November 1994 Page 2

November 1994 Page 3

2. Technology Requirements from the Business Process Redesign

2.1 Data storage requirements

November 1994 Page 4

• record of all contacts with customers and agents

In terms of form, the system stores information of three types:

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

November 1994 Page 5

2.2 Application processing requirements

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.

2.2.2 Access security

November 1994 Page 6

• access various applications

2.2.3 Automated business rules

Some rules to be followed in the business processes are automated:

2.2.4 Access monitoring

November 1994 Page 7

2.2.5 Integration of the five services

2.2.6 Personal productivity tools

November 1994 Page 8

2.2.8 Automated telephone system

2.3 Presentation requirements

2.4 Other requirements

2.4.2 Access points into XYZ

November 1994 Page 9

November 1994 Page 10

November 1994 Page 11

3.1 Application Structure

November 1994 Page 12

November 1994 Page 13

Access to financial and accounting information √

November 1994 Page 14

3.1.1 Company ABC

3.1.2 Core desktop software

November 1994 Page 15

3.1.3 New Service A application

November 1994 Page 16

3.1.4 New Service B application

3.1.5 Existing mainframe applications

November 1994 Page 17

3.1.7 Client database

3.1.8 Common financial system

November 1994 Page 18

3.1.9 Business statistics

3.1.10 Computer based training

3.1.11 Personal productivity tools

3.1.12 E-mail and collaborative work support

November 1994 Page 19

3.1.13 Telephone support

3.1.14 External interfaces

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