GovEDex is a newly formed government agency that will be developing a new service portal that will collate and present information on a wide range of government grants, subsidies, benefits, payments, obligations, and any other interactions between government and the public (both individuals and businesses). The service portal is aimed to be a one-stop-shop for all public facing government aspects. The terms service portal and portal are generally used interchangeably to describe this system. The service portal aims to present a unified portal to the public, where all government services are easily searchable, displaying the relevant information for each service. For example, for grants and benefits, this includes the eligibility criteria for the grant or benefit, the amount or value of the grant/benefit (which can be a fixed amount, based on income, or for grants a percentage contribution towards a project), and the application process. The service will automatically generate forms for users to complete if they wish to apply for the grant/benefit, including uploading any additional documentation (e.g. payslips, project budget, etc) as needed. Users will register their bank account details with the service portal for receiving payments from the government. For each grant/benefit, each user can only apply once, but each user can apply for many different grants/benefits. The application can be updated and resubmitted, but is still linked to that particular combination of user and grant/benefit. Users can be companies or individuals, with the relevant details required by the service portal varying between the two as appropriate. For example, companies should have their unique company number (which is also an example of something that can be applied for through the portal!), business address, mailing address, and other contact details. Individuals would register their full name, residential address, and other details instead. The service portal will also accept payments for government fees and charges, such as drivers licence renewals, parking fines, rates, and land tax. Users registered to the portal are invoiced as needed for these fees and charges, and receive electronic receipts in the service portal (and optionally by email) when the payments are received. Other than applications and payments, another key part of the service portal is a library of commonly asked questions and answers, leading to information about everything about the government. These answers can be contained within the portal, or be links to other government websites where needed. GovEDex would like to use AI technologies to direct users to appropriate departments and agencies of the government, even when the question/answer is not specifically contained in the Q&A for example, if a users question is about tax then it should direct the user to the tax office for further information, even if the service portal doesnt have the specific answer or a specific link. The new portal.

1. GovEDex is a newly formed government agency that will be developing a new service portal that
will
collate and present information on a wide range of government grants, subsidies, benefits,
payments, obligations, and any other interactions between government and the public (both
individuals and businesses). The service portal is aimed to be a one-stop-shop for all public facing
government aspects. The terms service portal and portal are generally used interchangeably to
describe this system.
The service portal aims to present a unified portal to the public, where all government services are
easily searchable, displaying the relevant information for each service. For example, for grants
and
benefits, this includes the eligibility criteria for the grant or benefit, the amount or value of the
grant/benefit (which can be a fixed amount, based on income, or for grants a percentage
contribution towards a project), and the application process. The service will automatically
generate
forms for users to complete if they wish to apply for the grant/benefit, including uploading any
additional documentation (e.g. payslips, project budget, etc) as needed. Users will register their
bank
account details with the service portal for receiving payments from the government. For each
grant/benefit, each user can only apply once, but each user can apply for many different
grants/benefits. The application can be updated and resubmitted, but is still linked to that particular
combination of user and grant/benefit.
Users can be companies or individuals, with the relevant details required by the service portal
varying between the two as appropriate. For example, companies should have their unique
company
number (which is also an example of something that can be applied for through the portal!),
business address, mailing address, and other contact details. Individuals would register their full
name, residential address, and other details instead.
The service portal will also accept payments for government fees and charges, such as drivers
licence
renewals, parking fines, rates, and land tax. Users registered to the portal are invoiced as needed
for
these fees and charges, and receive electronic receipts in the service portal (and optionally by
email)
when the payments are received.
Other than applications and payments, another key part of the service portal is a library of
commonly asked questions and answers, leading to information about everything about the
government. These answers can be contained within the portal, or be links to other government
websites where needed. GovEDex would like to use AI technologies to direct users to appropriate
departments and agencies of the government, even when the question/answer is not specifically
contained in the Q&A for example, if a users question is about tax then it should direct the user to

2. the tax office for further information, even if the service portal doesnt have the specific answer or a
specific link.
The new portal will be deployed in both a website format and as a mobile application. Due to
government cybersecurity and privacy requirements, although they are keen for the service portal
to
be cloud-hosted in an easily scalable system, this has not yet been decided upon due to concerns
such as data storage location, data transfer, and encryption.
11486 Systems Analysis and Modelling / 6677 Systems Analysis and Modelling G
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As a business/systems analyst, you have been tasked with analysing and modelling the new
service
portal and its features and functions, in order for GovEDex to make further decisions regarding its
capabilities and functionality. It is anticipated that as part of this process, some further
investigative
work with other government agencies and departments may be necessary in order to clarify
particular functionality or specific requirements. This analysis and design is a key part of the
overall
scoping of the system, prior to funding being requested for design and development work.
Can you make rich picture and event table for this case study