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Modeling Programs and Services

GK# 8976

Course Overview


In this three-day case study-driven workshop course, you will learn how to use business architecture to analyze, align, and integrate programs and services. You will learn methods and models to support program evaluation and service improvement including the analysis and design of vertical and horizontal accountability relationships.

Participants are required to attend in-class session and achieve 70% on a 20-question multiple-choice examination.


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  • Limited Time Offer: This course is 30% off! Use promo code CAGTR2020 at checkout.
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What You'll Learn

  • Lead the program and value chain modeling activities of the EBA roadmap
  • Align services vertically with programs and horizontally within a value chain
  • Produce, review, and validate:
    • Outcome Models
    • Program and Service Alignment Models (PSAM)
    • Target Group State Transition and Service Bundle Models
    • Program Logic Models (PLM)
    • Service Integration and Accountability Models (SIAM)
  • Define and distinguish types of programs, services, target groups, and needs.
  • Apply models to:
    • Define the scope of a transformation initiative
    • Identify business benefits of transformation initiatives
    • Support program design and review
    • Define horizontal and vertical accountability structures
    • Assess current accountability gaps and overlap
    • Define a strategic performance-management framework


Viewing outline for:

Classroom Live Outline

1. Program and Value Chain Modeling Road Maps

  • Describing and Distinguish between Program Modeling and Value Chain Modeling
  • Describing the Scope of Program and Value Chain Modeling in Terms of:
    • Business Components and Relationships
    • Key Modeling Steps
  • Describing the Purpose and Analytic and Design Uses of Program and Value Chain Models

2. Modeling Enterprise Scope

  • Defining the Scope of an Enterprise or Transformation Initiative, Using Programs, Services, and Public Sector Reference Models
  • Defining Initial Stakeholder Hierarchies
  • Developing an Enterprise Context Diagram and Explaining its Use

3. Defining and Classifying Programs

  • Describing a Program, Its Components, and Key Relationships.
  • Distinguishing Programs Based on:
    • Jurisdiction
    • Mandate (i.e., Policy Instruments)
    • Target Groups and Needs
    • Strategy
    • Resources (Budget Allocation)
  • Distinguishing between Public and Provider Programs
  • Partitioning Programs into Sub-Programs

4. Defining Target Groups and Needs

  • Defining Target Groups and Needs
  • Classifying Target Groups and Needs
  • Using Program Fields To Identify and Classify Needs
  • Using a Target Group Needs Matrix To Create a Target Group Hierarchy

5. Modeling Relationships between Outcomes

  • Defining Required Program Outcomes Based on Target Groups and Needs
  • Developing an Outcome Network Model
  • Using an Outcome Network Model
    • Defining Relationships between Outcomes
    • Specifying Program Scope
    • Determining Linkages with other Programs
    • Identifying Need for Memoranda Of Understanding (MOUs)

6. Designing Program Strategies To Change Target Group States

  • Applying Typical Program Strategies To Achieve Program Outcomes.
  • Understanding and Describing the Concepts of Program Target Group States, Transitions, and Service Bundles
  • Understanding the Relationships between Client States, Transitions, and Program Strategy
  • Developing a Target Group State Transition Diagram
  • Using a Target Group State Transition Diagram
    • Informing Business Information Requirements
    • Identifying Service Improvements
    • Illustrating Program Strategies (e.g., Regulatory Strategies, Preventive Strategies)

7. Defining and Classifying Services

  • Defining Services and Service Outputs from the Client Perspective
  • Distinguishing Services from Programs and Processes
  • Explaining How Service Definition Is Client-Centric
  • Classifying Services by Service Type
  • Using a Service Profile To Document Information

8. PSAM: Aligning Services and Client Needs

  • Understanding and Describing the Concept of Program and Service Alignment
  • Using a Program and Service Alignment Model (PSAM) at the Enterprise or Program Level
  • Developing a PSAM To Align Service Outputs with Target Group Needs
  • Distinguishing between Enterprise and Program Views of a PSAM, and the Appropriate Use of Each
  • Knowing When To Use Graphical vs. Tabular Views of A PSAM

9. PLM: Aligning Outputs with Outcomes

  • Developing a Program Logic Model (PLM)
  • Using a PLM
    • Defining the Relationship between Service Outputs and Program Outcomes
    • Defining the Relationships between Direct, Intermediate, and Strategic Outcomes
    • Overcoming Classic PLM Challenges
  • Understanding the Role of the PLM in Aligning Service Outputs with Direct, Intermediate, and Strategic Outcomes

10. SIAM: Modeling Value Chains

  • Developing a Service Integration and Accountability Model (SIAM)
  • Distinguishing between Consolidated and Distributed Functions in Designing a Value Chain
  • Distinguishing between Value Chain Modeling and Process Modeling
  • Using A SIAM
    • Analyzing the Structure of An AS-IS Value Chain
    • Designing Changes To Produce a TO-BE Value Chain
  • Distinguishing Various SIAM Partitioning Approaches To Manage Complexity

11. Vertical and Horizontal Service Accountability

  • Understanding the Concept of Accountability
  • Distinguishing between Vertical and Horizontal Accountability
  • Distinguishing between Accountability for Program Outcomes and Accountability for Service Outputs
  • Using an Accountability Matrix To Identify Gaps and Overlaps in Accountability
  • Using a SIAM To Identify Points of Horizontal Accountability

12. Program and Service Performance

  • Understanding Drivers of Performance Management
  • Understanding Key Performance Management Challenges and How Use of Reference Models Addresses Challenges
  • Distinguishing between Goals, Outcomes, And Indicators
  • Defining Efficiency, Quality, and Effectiveness Indicators for Program Outcomes and Service Outputs
  • Using Behaviour-Over-Time Graphs To Discern Changes in Program or Service Performance
  • Using Reference Models To Develop Enterprise-Wide Performance Indicators



Who Should Attend


Public sector business and IT project leaders, IT architects, IT analysts and designers, enterprise architects and enterprise architect program managers, policy and planning analysts, program review analysts, business architects, business analysts, business designers, business solution consultants, business transformation analysts and designers

Follow-On Courses

Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 3 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 3 day

Request this course in a different delivery format.