ࡱ>     ]bjbjWW 4*55Tm @@@TTT80Tn:h,BBB !X"D7n9n9n9n9n9n9n$ps]n@""""]nBBrn2*2*2*"B8B7n2*"7n2*2*](AaB`vJH#_8#nn0n1`\t#t\tpAaAa&\t@ga ""2*"""""]n]nn&"""n""""\t""""""""" : Municipal Reference Model Definitions A Glossary Introduction One of the key advantages of adopting the Municipal Reference Model (MRM) is the structure it uses to represent key concepts and terms that are relevant to many if not all government organizations. Therefore, being precise about the definitions used in the MRM is very important and the subject of this document. This document may be amended from time to time and readers are welcome to submit additions or changes for review by a reconstituted MRM Standards Board. Special thanks go out to the following members of the MRMv2 Definition Governance Working Group who were in the following roles as of February 2010: Roy Wiseman, CIO, Region of Peel; Nancy Isozaki, I&T Division, City of Toronto; Philip Scott, I&T Division, City of Toronto; Kyle Wagner, Financial Planning Division, City of Toronto; Skip Lumley, Senior Principal, KPMG LLP; and Alan Mitchell, Senior Manager, KPMG LLP. In preparing this document, reference is made to selected sources of information that have been collected, compared and reconciled. These sources include: Municipal Reference Model Version 2 (MRMv2) Definition Governance Working Group that prepared many of the definitions in 2009-2010; Naming Guidelines from the MRMv2 Quick Reference Guide; Existing definitions from the Canadian Governments Reference Model (CGRM), Governments of Canada Strategic Reference Model (GSRM) and the (Ontario) Public Sector Reference Model (PSRM); Other external sources that have provenance over selected definitions, such as the Business Motivation Model (for Goal, Vision, Objective, etc.); and Municipal Reference Model Definitions and Descriptions The following standards are followed in the table of definitions and descriptions: Words in capital letters are also defined in the table; Words in italicized letters are instances of the concepts being defined; and Multiple entries in the definition column represent acceptable alternatives. TermDefinition (s)DescriptionAccountabilityThe obligation to report - 'account for' - the results of performing actions and accept the consequences. This obligation is held by an Organization Unit in relation to a Program or Service. Ideally a single Service has one and only one accountable Organization Unit. For example, the Licensing Department is accountable for the Taxi Licensing Service. However, there may be instances where multiple Organization Units claim accountability a potential issue to be addressed.AuthorityThe power to act, typically flowing from a Mandate and Resources. This power is held by an Organization Unit in relation to a Resource.Authority is typically represented as control over a resource, such as the Licensing Department has the authority over the inspection vehicle.ClientA relationship between a  REF _Ref251318735 \h  \* MERGEFORMAT Party and a  REF _Ref250711210 \h  \* MERGEFORMAT Service, such that the party has been served by the  REF _Ref250711210 \h  \* MERGEFORMAT Service and has benefited from the  REF _Ref250711351 \h  \* MERGEFORMAT Service Output. A Party that has received a  REF _Ref250711351 \h  \* MERGEFORMAT Service Output and/or benefitted from a  REF _Ref250718571 \h  \* MERGEFORMAT Service Value. The party to whom the output of a Service is conveyed - literally as in a flu vaccination, or figuratively as in the case of driving (party receives a use of the road).Any member ofa Target Groupwho actually engages with a Service becomesa Client of the Service. Client status is conferred on a Target Group member when one or more of the following is true: Member identifies or becomes known to the Service by actually engaging or transacting; Member'orders' the Service by requesting, applyingor by causing some other form of service delivery trigger (e.g. committing a crime) Member 'receives' the Service's Output, i.e. theyarethe partiesto whom the Service's Output is conveyed (e.g. a vaccination) or to who control of the Output is given (e.g. a subsidy). Member receives value from the service, either directly, through receiving the output or as an indirect client see indirect clientClient Set A set of  REF _Ref250713382 \h  \* MERGEFORMAT Clients of a  REF _Ref250711210 \h  \* MERGEFORMAT Service. A group of  REF _Ref250713382 \h  \* MERGEFORMAT Clients that benefit from a  REF _Ref250711210 \h  \* MERGEFORMAT Service. Joe, a taxi owner, is a member of a group (taxi owners) that requires taxi licences to operate.Direct ClientA Party who receives a Service Output and a Service Value. A  REF _Ref250713382 \h  \* MERGEFORMAT Client who directly benefits from a  REF _Ref250711210 \h  \* MERGEFORMAT Service by receiving the service output. Joe, a taxi owner, is a member of a group that directly requires and receives taxi licences to operate. Mary, a taxi patron benefits from the fact that the taxi is licenced but is not a direct client of the licensing service. See Indirect Client.Effectiveness IndicatorThe extent to which an element contributes to achieving desired Outcomes. A measure of the extent to which a Program, Service or Process is achieving desired Outcomes.Effectiveness indicators for the Taxi Licensing Service include: turnaround time to issue a taxi licence - viewed from the perspective of the taxi owner; taxi condition rating - viewed from the perspective of the taxi patron; Number of accidents involving taxis - viewed from the perspective of the intended Service Value and Program Outcome Effectiveness Indicators can be developed for Programs, Services and Processes.Efficiency IndicatorA measure of productivity based on dividing the quantity of Output (measured in units of delivery) by the quantity of resource inputs (usually measured in person hours / dollars). A measure of the amount of Resources used to produce a given Output normally expressed as cost or effort per unit of Output.The efficiency indicator for the Taxi Licensing Service is the cost to issue a taxi licence, derived by calculating the cost of effort and resources necessary to issue the licence. Efficiency Indicators apply best for Services and Processes. Program efficiency indicators frequently use cost/capita, which reflects the level of investment in the program. Lower cost is not, by itself, efficiency. An Efficiency Indicator requires achieved units of Program Value as a denominator. Enabling ProgramA Program that addresses the Needs of public sector Organizations. Synonyms include: Internal Program, Provider Program. Antonym is Public Program.By definition an Enabling Program, such as Human Resource Management Program, is linked to the Public Programs that it serves. Enabling ServiceA Service that addresses the Needs of public sector Organizations. Synonyms include: Internal Service, Provider Service. Antonym is Public Service.An Enabling Service, such as Payroll, has all of the characteristics of a Public Service, except that its Clients are internal to the Public Sector Enterprise, rather than members of the public.GoalA qualitative statement about a state or condition of the enterprise to be brought about or sustained through appropriate means.Typically a goal is associated with a Program, such as the Goal of a Public Safety Program is a safe place in which to live work and play. Such broad goals can be further elaborated into one or more specific Objectives.Indirect ClientA Party who receives a Service value but not the Service Output. A Party that benefits from a  REF _Ref250718571 \h  \* MERGEFORMAT Service Value without receiving the Service Output directly. A  REF _Ref250713382 \h  \* MERGEFORMAT Client that indirectly benefits from a  REF _Ref250711210 \h  \* MERGEFORMAT Service.  Mary, a taxi patron, benefits from the fact that the taxi is licenced but is not a direct client of the licensing service. See Direct Client. MandateAn authority granted or bestowed by a constituency. An authority granted or bestowed by a constituency to a Public Sector Enterprise. An authority or commission given by one party or parties to another for a purpose.A Provincial act or legislation gives municipalities the Mandate to regulate taxi operations. The electorate gives a Mandate to politicians to represent them. A Municipal Council gives authority to an appointed officer to take action and this authority may, in turn, be delegated to another (junior) officer..MissionThe ongoing operational activity of the entire Public Sector Enterprise or of an organizational unit of the Enterprise. The Mission describes what the business is or will be doing on a day-to-day basis. A Mission makes a Vision operative, indicating the ongoing activity that makes the Vision a reality. A Mission is planned by means of Strategies.NeedA condition wanting or requiring relief.Taxi patrons have a Need to feel safe and secure while riding in taxis. ObjectiveA statement of an attainable, time-targeted, and measurable target that the enterprise seeks to meet in order to achieve its Goals. A statement of an attainable, time-targeted, and measurable target that will allow measurement of whether and to what extent an Outcome is being achieved.The taxi licensing organization set an Objective for the Taxi Licensing Service to issue 90% of taxi licences within 48 business hours of receiving the application. Program Objectives can further elaborate the Program Outcome. The Outcome of a a Public Safety Program (a safe place in which to live, work and play) can be elaborated into specific objectives related to reduced loss of life or injury resulting from crime, fires, traffic accidents, hazardous spills, workplace injuries, etc.Organization UnitA point of accountability, responsibility or authority. A managed group of people with allocated resources that act with a collective purpose.The Licensing Department is Accountable for the delivery of the Taxi Licensing Service.OutcomeA measurable change in the level of  REF _Ref250712610 \h  \* MERGEFORMAT Recognized Need of a  REF _Ref250710934 \h  \* MERGEFORMAT Target Group attributable to the operation of a  REF _Ref250711228 \h  \* MERGEFORMAT Program. A consequence or result attributable to the action of a Public Sector Enterprise. A desirable change in the level of a Target Groups Needs resulting from delivery of a Service or Services.The Outcome of a Public Safety Program may be a safe place in which to live, work and play. The Outcome may be further elaborated by one or more specific Objectives. The Service Value defines how a service will contribute to the Program Outcome. OutputA unit of value conveyed to a recipient. A unit of value produced by a Service or a Process. The product of a Service or Process delivered to a Client or process recipient.The Output of a Taxi Licensing Service is the issuance of a taxi licence or a taxi licence issued. The unmodified term Output usually refers to a Service Output. See Service Output andProcess Output. Parent ProgramThe Program that another Program was created from or that groups the Program with other Programs.A Public Safety Program can be subdivided into several sub-Programs, such as: Fire Safety Program, Police Safety Program, Construction Safety Program and Road Safety Program.Parent ServiceThe Service that another Service was created from or that groups the Service with other Services.A Recreation Instruction Service would be the parent Service to a Swimming Instruction Service. See also Sub-Service.Performance IndicatorA measure of the Efficiency, Effectiveness or Quality of a Program, Service, Process or Resource. A measure of how the government Organization is doing in the delivery of a Program, Service, Process or Resource.A Taxi Licensing Service may have many Efficiency, Effectiveness and Quality indicators to measure the Organizations performance. In delivering the Service.Population SegmentA set of Parties that shares one or more common characteristics. A portion of the Public Sector Enterprises public.Characteristics of a Population Segment may relate to age (i.e. children, adults, seniors), life status (e.g. student, unemployed, tourist) or any other characteristic that is relevant for defining a Target Group.ProcessThe work required to transform inputs into an output. A set of steps using resources to produce higher value output. The work performed within the scope of one or more services to fulfill an external request. Joes request for a taxi licence involves a number of steps, including Joes application for the licence, Joes paying for the licence and Joe receiving the final taxi licence token. Process OutputThe Product of a Process that contributes to addressing a  REF _Ref250712610 \h  \* MERGEFORMAT Recognized Need. Units of value created from lower-value inputs, intended to be incorporated into other Process or Service Outputs.A Receive Taxi Licence Application Process produces a Receipt Output as part of the Need of Taxi Drivers to have a valid Taxi Licence to operate their Taxi. ProgramA  REF _Ref250710742 \h  \* MERGEFORMAT Mandate to achieve Outcomes by delivering  REF _Ref250711210 \h  \* MERGEFORMAT Services. A Mandate to address recognized Needs of Target Groups by delivering Services.A municipality has a Mandate within the Public Safety Program to protect lives and property by reducing crime, fires, construction accidents, etc. aimed at residents, businesses and visitors and delivers Services within this Program to achieve these Outcomes.Public ProgramA Program for which the Target Groups consist of members of the public and are external to the enterprise with the Mandate for the Program.A Public Safety Program serves the Public (residents, businesses and visitors) with a Mandate to provide Services that contribute to a safer municipality.Public ServiceA Service for whom the Clients are members of the public and external to the enterprise delivering the Service.A Taxi Licensing Service serves Taxi Operators and Taxi Patrons and is intended to achieve a safer taxi operation, among other Service Values.Quality IndicatorA measure of compliance with an established standard. Comparison to a published standard. The Licensing Department has set a standard for the issuance of Taxi Licences and monitors whether a Taxi Licence is issued within 48 hours from receipt of a valid application.Recognized NeedA  REF _Ref250710911 \h  \* MERGEFORMAT Need acknowledged by the  REF _Ref250715197 \h  \* MERGEFORMAT Public Sector Enterprise. A need which the Public Sector Enterprise has a mandate to address and has decided to address.The municipality has Recognized the Need to keep Taxi Cabs in good working order as a means of ensuring safe operation.ResourceA tangible or intangible asset used to deliver a Service and Process. Resources can include: people, funds, facilities, materials, information, tools, knowledge, etc.ResponsibilityThe obligation to act. This obligation is attached to an Organization Unit in relation to a Process. The Licensing Department has the primary Responsibility for many of the Processes associated with Taxi Licensing Service, but the Finance Department has Responsibility for accounting for Taxi Licence fees (Process).RoleThe relationship between an organization unit and another element such as: Organization Unit, Program, Service, Process and Resource. The actions and activities assigned to or required or expected of a person or group.The Licensing Department is Accountable (Role) for the delivery of the Taxi Licensing Service The Finance Department is Responsible (Role) for one of the Processes invoived in delivering this Service.ServiceA commitment to provide  REF _Ref250711351 \h  \* MERGEFORMAT Service Outputs that satisfy one or more  REF _Ref250712610 \h  \* MERGEFORMAT Recognized Needs of a  REF _Ref250713382 \h  \* MERGEFORMAT Client. Delivery of an output that meets the needs of a client or a group of clients. A commitment to deliver outputs that contribute to outcomes.The Taxi Licensing Service delivers a Taxi Licence to Taxi Cab Operators to ensure compliance with safety regulations. A Taxi Cab must be in good working order; otherwise a Taxi Licence will not be issued. A Service does not depend essentially on any other Service. Monitoring/Inspection of licensed taxis is a Process of the Taxi Licensing Service since it would not exist without the Taxi Licensing Service.Service OutputThe  REF _Ref252784300 \h  \* MERGEFORMAT Output of a  REF _Ref250711210 \h  \* MERGEFORMAT Service that addresses a  REF _Ref250712610 \h  \* MERGEFORMAT Recognized Need. The product of a  REF _Ref250711210 \h  \* MERGEFORMAT Service that fulfills a Clients Need. A unitofvalue produced by a Service, that is final in the sense it is intended to convey substantially all the value expected by the Service's Target Group(s). A taxi operator receives the taxi licence Service Output to fulfill their Need to operate a taxi. A Service has one and only one final Output. A service may have intermediate Outputs (Process Outputs), such as a payment receipt, but only the final Output addresses the Need (e.g. for the Operator to receive a licence permission to operate a taxi. An instance of a Service Output may beliterally placed in a Client's hands (e.g. a taxi licence) or controlmay be handed over (e.g. use ofa road). A Service Output is associated with at least one Outcome, which, in turn, is associated with one Target Group and one Need. An Output may contribute to more than one Outcome and hence more than one Target Group and Need.Service ProcessThe work within the scope of a Service to transform inputs into an Output. A series of steps, executed by a role, using resources to produce higher value outputs.A Taxi Licensing Service is delivered through many Service Processes, including: receive tax licence application, qualify tax licence application, issue tax licence, etc.Service ValueThe way in which delivering the  REF _Ref250711351 \h  \* MERGEFORMAT Service Output to the  REF _Ref250713382 \h  \* MERGEFORMAT Client contributes to Program Outcomes. The way in which the service addresses the clients needs. Expectations of parties directly receiving or indirectly benefiting from the Service's Output. The Taxi Licensing Service contributes to the Outcome of the Public Safety Program by ensuring that taxis and their operators meet required safety standards. A taxi operator recognizes the value in possessing a valid taxi licence because he/she can separate themselves from rogue, unlicenced taxi drivers and consequently attract more taxi rides. A Service Value is transferred to both Direct and Indirect Clients. A taxi patron receives the value of traveling in a taxi for which both the vehicle and the operator has been confirmed to be in compliance with licensing standards and therefore more likely to provide a safe and comfortable trip. Service Value ensures alignment of the service with associated Program OutcomesSub-ProgramA Program which further specializes the Target Group and Need addressed by another (Parent) Program.A Sub-Program follows all the rules for defining a Program and has the same attributes. A Social Support Program may specialize to address needs for Financial Assistance, Housing/Shelter, Child Care, etc. In the event that Sub-Programs are created, the Parent Service will connect the two Services.Sub-ServiceA Service which further specializes either or both of the Service Output or Client Set of another (Parent) Service.A Sub-Service follows all the rules of defining a Service and has the same attributes. A Sub-Service specializes either or both of: Service Output for example, a Recreation Instruction Service may specialize Period of Recreation Instruction to represent a Period of Skating Instruction to create a Skating Instruction Sub-Service; or Client Set for example, a Recreation Instruction Service may specialize the Recreation Students to represent Youth Students to create a Youth Recreation Instruction Sub-Service; Both Service Output and Client Set for example, a Skating Instruction for Youth Sub-Service. In the event that Sub-Services are created for a Service, the Parent Service will connect the two Services. A Sub-Service will have the same Service Output Type as its Parent Service.Target GroupA  REF _Ref252787070 \h  \* MERGEFORMAT Population Segment with a  REF _Ref250712610 \h  \* MERGEFORMAT Recognized Need. A group of people who have a need recognized by government. A set of Parties that share intrinsic or extrinsic characteristics causing a Program to identify (target) them. A group of people the government is intending to serve. Taxi Drivers are a subject of concern by a municipality because they represent the first face of a new visitor. As such, the municipality requires Taxi Owners and Operators to be licenced. A Target Group must have more than one member. A Target Group can be represented within a hierarchy of Target Groups. For example, First Nations Residents can be broken out into First Nations Senior Residents, First Nations Adult Residents, etc. VisionAn overall image of what the organization community wants to be or become. A Vision is long-term in its perspective and describes the future state without regard to how it is to be achieved.      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