Archived - Guideline on Service Management
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Figure 3: Measurement framework for determining the proportion of e-services. The figure shows a flow chart of key client interaction points. The figure begins with the search for information and services. Step one is account registration and enrolment. For example, a client would register for a personalized account/ enrol. Step two is authentication. For example, a client would establish credentials and authenticate using the Credential Broker Service or GCKey. Step 3 is application. For example, a client would complete and send an application, receive confirmation of application receipt/status or make a payment. Step four is decision. For example, the client would be notified of a decision or status. Step five is issuance (final output). For example, the client would receive a payment, authorization, permit, licence, certification and consultation. Step six is issue resolution and feedback.