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Intersection18: Better Customer Journeys and Architecture on Small Resources - Klaus Østergaard


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Presented at Intersection18 Conference -

Klaus Østergaard
Owner, Ostergaard Consulting Aps, Teacher, IT University of Copenhagen

In this presentation Klaus will demonstrate the necessity of collaboration between Architecture and design-thinking in order to resolve a new situation in the municipalities in Denmark. And show how we can not have the good customer-journey without the good architecture!

The municipalities in Denmark has been introduced to a new reality of understanding and rethinking their architecture and design solutions. The municipalities don’t have the resources to just go out and hire a vast number of designers/architects for the new situation. The solution is to educate, the already invested employees at the municipalities in design and architecture, in order to create the necessary capabilities. The goal is to teach the employees of the municipality in Denmark to understand and change their old organisation into a new agile organisation in this new world of demands. Klaus has been hired to do just that.

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Intersection18: Better Customer Journeys and Architecture on Small Resources - Klaus Østergaard

  1. 1. Prague Intersection 2018 Capabilities of an architect
  2. 2. Klaus Østergaard • Teacher at the IT University of Copenhagen • Course leader architecture courses for the Danish municipalities • EA consultant Les cités obscures, L'archiviste - Benoît Peeters et François Schuiten
  3. 3. The Scenario/Case: The situation of the Danish Municipalities The break with the monopoly of KMD General trends in society: GDPR, Service Expectations, technological advancement etc.
  4. 4. The case of social services (SOF) Challengess: Autonomous units They want to provide better service, GDPR, vulnerable people, fragmented structure, non-uniform data Central focus is Architecture rule 5.1: Design coherent customer-journey Strategy Because the citizen must be the center of our efforts, we look for the following signs of success: • Several citizens with special needs has to be involved in their own case. • More citizens with special needs has to have an experience of coherence in their efforts. The Tower of Babel is a painting produced in 1563 by Flemish artist Pieter Bruegel The Elder.
  5. 5. Architecture capabilities - The 3+1 pillars of Architecture  Business Architecture  Information Architecture  Application Architecture  Enterprise Architecture Les cités obscures, L'archiviste - Benoît Peeters et François Schuiten
  6. 6. Business Architecture Primary purpose of business architecture  Capabilities  Model, document, Optimize and Display processes  Ensure connections to Application architecture, information architecture  Mapping of processes to applications
  7. 7. Information Architecture Primary purpose of information architecture  Knowledge Management  Get Business and technology people to agree on terms  Define, Maintain and Display terms  Ensure compliance with rules and standards
  8. 8. Application Architecture Primary purpose of application architecture  Create an overview of the application portfolio  Provide strategy for the application portfolio  Ensure the connections to business architecture  Ensure that the right solutions are chosen
  9. 9. Enterprise Architecture Primary purpose of Enterprise architecture  Architecture governance  Ensure consistency with strategy  Ensure coherence across the organisation  Ensure all architectural domains deliver