Chapter 6: Program-Service Alignment

This chapter introduces the Program-Service Alignment Model (PSAM) to map services to outcomes. It explains how to establish vertical accountability, identify alignment gaps like orphan services, and prioritize investments, using a case study to demonstrate practical application.

Learning Objectives

By the end of this chapter, you'll be able to:

Explain the purpose and structure of the Program-Service Alignment Model (PSAM)
Construct a PSAM matrix showing service-program alignment
Identify vertical accountability relationships
Analyze alignment gaps between services and outcomes
Use PSAM for investment and governance decisions

Key Concepts

ArchiMate ConnectionExample - NovaraThe problemHow it happensWhy it's wrongThe fixExampleProgram-Service Alignment Model (PSAM)Value Propositionsvertical accountabilityAlignmentMisalignment wastes resources

Self-Assessment

0/5 completed

Before moving to the next chapter, ensure you can:

Explain why program-service alignment matters and what happens without itDescribe PSAM structure including services, outcomes, target groups, and value propositionsBuild a PSAM using the six-step processExplain vertical accountability and how PSAM establishes itUse PSAM for investment, rationalization, and gap analysis decisions

Reflection Questions

Apply these concepts to your own context:

1. Think about a program you know. Could you build a PSAM for it? What services would be rows? What outcomes would be columns? Where might you find orphans or gaps?

2. How clear are vertical accountability relationships in your organization? Do service providers know what outcomes they're accountable for contributing to?

3. If your organization had to cut 10% of services, could you use PSAM to inform that decision? What additional information would you need?