Chapter 1: Why Program & Service Modeling Matters
This chapter introduces public sector program and service modeling, distinguishing outcome-focused programs from output-focused services to bridge accountability gaps and enable modern, digital service transformation.
Learning Objectives
By the end of this chapter, you'll be able to:
- Explain the business drivers creating demand for program and service modeling in modern public sector organizations
- Distinguish between programs, services, activities, and functions using PSRM concepts
- Describe the program-service accountability gap and why it creates transformation challenges
- Articulate the program and service modeling roadmap and how it integrates with overall business architecture
- Identify situations in your organization where program and service modeling would add value
Key Concepts
Self-Assessment
Before moving to the next chapter, ensure you can:
Reflection Questions
Apply these concepts to your own context:
1. What service transformation challenges are you currently facing? How does the program-service accountability gap manifest in your organization?
2. Which modern service delivery patterns (omnichannel, life event integration, ecosystem, predictive, platform) are most relevant to your work? What challenges do they create?
3. Can you clearly explain the difference between programs and services to stakeholders in your organization? What confusion or conflation have you observed?
4. Where have you seen outputs optimized but outcomes not achieved? What was happening at the program-service interface?
5. Based on the high-value scenarios, where in your organization would program and service modeling have the greatest impact?