ICT and digitalisation capability map

The ICT and digitalisation capability map encompasses all the capabilities needed for a high-performance public administration. Structured into 12 domains, it focuses on what is required to support digital transformation and optimise workflows.

The ICT and digitalisation capability map covers the capabilities required by the Federal Administration. It applies to all federal departments and offices and can serve as a source of inspiration for any other organisation. It is divided into 12 distinct domains, each of which encompasses specific capabilities. The aim is to provide a framework for strategic and operational planning of ICT and digitalisation initiatives.

Structure of the capability map

1. Domains

The domains group together the capabilities needed by the Federal Administration in the context of IT and digitalisation. They are defined by the following characteristics:

  • Each domain groups together capabilities with a similar theme, meaning they are logically linked from a functional point of view.
  • There is a high degree of functional dependency within domains (internal homogeneity), which encourages intensive interaction between capabilities in the same domain.
  • Domains are loosely coupled to each other, with limited interactions (external heterogeneity), which reduces dependencies between domains.
  • The domain structure allows for stable planning and avoids overlap, as it focuses on the 'WHAT' rather than the 'HOW'.

2. Capabilities

Capabilities are subsets of domains and are located at a lower hierarchical level. They include the skills and resources needed for ICT and digitalisation in the Federal Administration:

  • Each capability includes several dimensions such as employees, equipment, processes and information.
  • Capabilities can have different levels of maturity and can be developed or improved over time.
  • They are specific and detailed, covering the precise requirements for implementing digital technologies and processes.

3. Objects

The objects indicate the main elements managed or logically responsible within each domain:

  • Each domain manages one or more specific objects that are essential to its function.
  • These objects can be exchanged between domains according to the requirements of use cases, facilitating collaboration between different sectors of the Federal Administration.

This is a logic model which organises the domains and capabilities in such a way as to support ICT digitalisation and management in the Federal Administration. This structure enables the Federal Administration to manage its digitalisation resources and skills in a way that encourages collaboration between the various departments and offices.

Overview of capabilities

Strategic steering and leadership

Strategic steering and leadership covers the development and management of the digitalisation strategy, aligning the necessary initiatives with the overall vision. It defines ICT objectives to optimise administrative activities, while developing an ICT sourcing and services strategy. It also manages enterprise architecture in line with business requirements and aligns ICT investments with strategic objectives. Finally, it oversees the governance of principles, norms and standards, ensuring the efficiency and quality of ICT services.

Data and information management

Data and information management establishes standards and policies to ensure the ethical and effective management of data. It models and manages data flows to optimise business processes, while providing structured access via a catalogue. It guarantees data quality, compliance, storage and access, develops value-added products and publishes these products to maximise their usefulness.

Customer relationship

Customer relationship management collects and analyses information to understand and manage customer interactions. It aligns customer demands with available services and promotes the ICT organisation internally and externally. It manages customer contracts, including purchased services, and formalises relationships to improve customer satisfaction. Order management covers entry, delivery and status tracking. Finally, it monitors and manages the quality of services provided under service level agreements (SLAs).

Business skills and advice

Business skills and advice focus on identifying digitalisation opportunities and providing advice on their implementation. They provide support for the implementation of digitalisation initiatives and plan administrative activities using digital models and simulations to represent systems and technologies in administrative reality. Finally, they ensure the transparency and management of digitalisation technologies deployed within administrative processes.

Business requirements

Business requirements management includes analysing and planning for the requirements of ICT customers to ensure an appropriate response. In collaboration with customer relationship management, it identifies emerging requirements, and it documents these requirements so that they can be managed throughout their life cycle. It analyses and compares requirements to identify potential solutions prior to acquisitions or developments. Finally, it develops and maintains design proposals to meet the specified requirements.

Innovation

Innovation strategy management covers the development and management of strategies for taking advantage of new technologies and trends. It identifies relevant innovations and verifies their feasibility through prototyping. Innovations are tested and implemented outside regular frameworks. Innovations are optimised in collaboration with customers and partners. Finally, analysis and benchmarking measure the implementation of innovations to achieve the defined objectives.

Integration, mediation & partnership

Integration, mediation & partnership harmonises partner services to maximise efficiency. It manages processes between ICT suppliers and integrates partners and customers for better collaboration. Partners' data and tools are integrated, and services are mediated between suppliers and users. Portal management facilitates information exchange and communication, while procurement guarantees long-term delivery capacity, offering transparency in supplier recruitment. Contracts and partner relationships are managed and performance monitored.

Operational coordination & execution

Operational coordination & execution ensures the design and execution of ICT processes to guarantee continuity and quality. It focuses on the quality of processes and their results. ICT programme and project management coordinates initiatives aligned with the strategy. It covers the life cycle of assets and licences, including budgeting and cost control. In addition, the management of methods, standards and norms supports governance. Finally, it facilitates communication with stakeholders.

Services & applications

Services & applications management manages a variety of offerings to meet customer requirements. It develops catalogues and manages the entire life cycle of services and applications. Design and architecture are aligned with customer expectations, with precise specifications for development and testing. In addition, it plans the implementation, integrating the necessary infrastructure and the organisation of the operation for best possible performance.

Development, delivery and operations

Offer management in the development, delivery & operations domain creates and manages services and applications to meet customer requirements. It develops and maintains detailed catalogues covering every stage in the life cycle of services and applications, from planning to decommissioning. Design and architecture focus on creating new services aligned with customer requirements, with precise specifications for development and testing. In addition, operational planning integrates the infrastructure and organises operations to ensure efficient implementation of services and applications.

Collaborators, skills and culture

The collaborators, skills & culture domain covers the management of the life cycle of ICT employees, from recruitment to retirement. It ensures the successful implementation of organisational change and promotes diversity, ethics and values within the organisation. Training and skills development for ICT employees are essential, as is the creation of new digital and innovative working environments. Diversity management improves results thanks to a wider range of opinions and experiences. Finally, social responsibility and ICT sustainability incorporate concepts for improving the social, environmental and economic aspects of the organisation.

Resilience and cyber risk

Resilience & cyber risk ensures business continuity and resilience in the face of disruption. It manages ICT risks, identities and access, while ensuring the security, confidentiality and availability of information. ICT compliance ensures that laws and standards are respected, while cybersecurity advice offers training and awareness-raising. Threat and vulnerability management identifies and deals with cyber threats. Cyber surveillance detects incidents, and cyber tracking investigates them. Finally, response planning and incident recovery ensure the recovery of systems and data.


Further information

Contact

Federal Chancellery

Digital Transformation and ICT Steering DTI Sector

Monbijoustrasse 91
3003 Bern

Tel.
+41 58 463 46 64

info.dti@bk.admin.ch

Print contact

https://www.bk.admin.ch/content/bk/en/home/digitale-transformation-ikt-lenkung/bundesarchitektur/capability_map.html