{
  "model": {
    "TITLE": {
      "value": "County Council CRM Reference Model",
      "inputType": "text"
    },
    "MODELTYPE": {
      "value": "C4",
      "inputType": "select",
      "refData": "MODELTYPE"
    },
    "LAYOUT": {
      "value": "CenteredRectangle",
      "inputType": "select",
      "refData": "LAYOUTTYPE"
    },
    "VIEW": {
      "value": "Architecture",
      "inputType": "select",
      "refData": "VIEWTYPE"
    },
    "Detailed Description": {
      "inputType": "url",
      "value": "https://example.com/county-council-crm-reference-model-detailed-documentation"
    },
    "Author": {
      "inputType": "text",
      "value": "Enterprise Architect Team"
    },
    "Version": {
      "value": "1.3",
      "inputType": "text"
    },
    "LastUpdated": {
      "value": "2025-06-22",
      "inputType": "date"
    },
    "Purpose": {
      "value": "To provide a high-level, generalized architectural overview of a Citizen Relationship Management (CRM) system and its common integrations within a typical UK County Council, including key human actors and their primary interactions, serving as a blueprint for system design, procurement, and evaluation.",
      "inputType": "textarea"
    },
    "Scope": {
      "value": "Focuses on the primary systems and human actors interacting directly or indirectly with the CRM, and the key data flows between them. Does not detail internal system components or low-level technical integrations. Represents common functions, not an exhaustive list of all council services.",
      "inputType": "textarea"
    },
    "TargetAudience": {
      "value": "Council IT Leadership, Solution Architects, Service Managers, Business Stakeholders, System Integrators, Vendors",
      "inputType": "text"
    },
    "Disclaimer": {
      "value": "This is a reference model and may require adaptation to specific council requirements, existing systems, local government regulations, and digital transformation strategies.",
      "inputType": "textarea"
    }
  },
  "systems": [
    {
      "ID": "CRM",
      "TEXT": "Citizen Relationship Management",
      "TYPE": "SYSTEM",
      "Description": "Central system for managing citizen interactions, service requests, enquiries, and contact history.",
      "Key Capabilities": "Contact management; Service request logging; Case management (citizen enquiries); Complaint management; Communication history; Omni-channel support (web, phone, email, chat)",
      "Public Sector Domain": "Citizen Engagement & Services",
      "Commercial Examples": "Microsoft Dynamics 365 (Customer Service), Salesforce Public Sector Cloud, SAP Public Sector, Lagan CRM (Civica), Granicus GovService"
    },
    {
      "ID": "CMS",
      "TEXT": "Content Management System",
      "TYPE": "SYSTEM",
      "Description": "Manages website content, forms, and digital publications for public access.",
      "Key Capabilities": "Website publishing; Online forms & applications; Document repository; News & announcements; Accessibility features; Search",
      "Public Sector Domain": "Digital Communications",
      "Commercial Examples": "Microsoft SharePoint Online, Sitecore, Drupal, WordPress (Enterprise), Squiz Matrix"
    },
    {
      "ID": "PORTAL",
      "TEXT": "Citizen Self-Service Portal",
      "TYPE": "SYSTEM",
      "Description": "Provides a secure online platform for citizens to access services, submit requests, and track progress.",
      "Key Capabilities": "Service request submission; Account management; Notifications; Payment gateway integration; Document upload/download; Personalised dashboards",
      "Public Sector Domain": "Citizen Engagement & Services",
      "Commercial Examples": "Microsoft PowerApps Portals (now Power Pages), Salesforce Experience Cloud, Granicus GovService, Custom Built Portals"
    },
    {
      "ID": "FINANCE",
      "TEXT": "Financial Management System",
      "TYPE": "SYSTEM",
      "Description": "Handles council's financial operations, including budgeting, accounting, procurement, and payments.",
      "Key Capabilities": "General Ledger; Accounts Payable/Receivable; Budgeting & Forecasting; Procurement; Asset Management; Payroll",
      "Public Sector Domain": "Corporate Services",
      "Commercial Examples": "SAP ERP, Oracle Fusion Cloud, Unit4 ERP, Civica Financials, Microsoft Dynamics 365 (Finance & Operations)"
    },
    {
      "ID": "GIS",
      "TEXT": "Geographic Information System",
      "TYPE": "SYSTEM",
      "Description": "Manages geospatial data to support planning, asset management, and location-based services.",
      "Key Capabilities": "Map visualization; Spatial analysis; Asset mapping; Address lookup; Routing; Data layering",
      "Public Sector Domain": "Planning & Infrastructure",
      "Commercial Examples": "Esri ArcGIS, QGIS, Cadcorp SIS, Google Maps Platform (Enterprise)"
    },
    {
      "ID": "ECM",
      "TEXT": "Enterprise Content Management",
      "TYPE": "SYSTEM",
      "Description": "Manages the lifecycle of unstructured information, including documents, emails, and records.",
      "Key Capabilities": "Document management; Records management; Workflow & automation; Version control; Archiving; Search",
      "Public Sector Domain": "Corporate Services",
      "Commercial Examples": "Microsoft SharePoint/OneDrive for Business, OpenText, Hyland OnBase, M-Files, Alfresco"
    },
    {
      "ID": "IDM",
      "TEXT": "Identity & Access Management",
      "TYPE": "SYSTEM",
      "Description": "Manages citizen and staff identities, authentication, and access across council systems.",
      "Key Capabilities": "Single Sign-On (SSO); Multi-Factor Authentication (MFA); User Provisioning/De-provisioning; Access Governance; Directory Services",
      "Public Sector Domain": "IT Infrastructure & Security",
      "Commercial Examples": "Microsoft Entra ID (Azure AD), Okta, Ping Identity, ForgeRock"
    },
    {
      "ID": "CASE_MGT",
      "TEXT": "Service-Specific Case Management",
      "TYPE": "SYSTEM",
      "Description": "Manages detailed casework for specific council services (e.g., social care, housing, planning).",
      "Key Capabilities": "Specialized workflow; Compliance tracking; Practitioner notes; Outcome tracking; Service-specific reporting",
      "Public Sector Domain": "Frontline Services",
      "Commercial Examples": "Liquidlogic (Social Care), Northgate Public Services (Housing), Idox (Planning), Microsoft Dynamics 365 (configured for specific service lines)"
    },
    {
      "ID": "ANALYTICS",
      "TEXT": "Business Intelligence & Analytics",
      "TYPE": "SYSTEM",
      "Description": "Provides insights into service demand, operational efficiency, and citizen needs.",
      "Key Capabilities": "Dashboarding; Reporting; Predictive analytics; Performance monitoring; Data warehousing; Data visualization",
      "Public Sector Domain": "Corporate Services",
      "Commercial Examples": "Microsoft Power BI, Tableau, Qlik Sense, SAP Analytics Cloud, Looker"
    },
    {
      "ID": "COMMS",
      "TEXT": "Unified Communications Platform",
      "TYPE": "SYSTEM",
      "Description": "Handles internal and external communications channels, including telephony, chat, and email.",
      "Key Capabilities": "VoIP telephony; Contact Centre routing; Email integration; Instant Messaging; Video Conferencing; SMS Gateway",
      "Public Sector Domain": "Corporate Services",
      "Commercial Examples": "Microsoft Teams, Cisco Unified Communications, Avaya, 8x8"
    },
    {
      "ID": "API_GW",
      "TEXT": "API Gateway / Integration Platform",
      "TYPE": "SYSTEM",
      "Description": "Facilitates secure and governed communication between disparate systems and external partners.",
      "Key Capabilities": "API orchestration; Data transformation; Security policies; Throttling; Monitoring; Microservices management",
      "Public Sector Domain": "IT Infrastructure & Data Integration",
      "Commercial Examples": "Microsoft Azure API Management, Apigee (Google Cloud), Mulesoft Anypoint Platform, Dell Boomi"
    },
    {
      "ID": "AUDIT",
      "TEXT": "Audit & Compliance Logging",
      "TYPE": "SYSTEM",
      "Description": "Captures and centralizes audit trails and activity logs across all critical council systems for compliance and security.",
      "Key Capabilities": "Log aggregation; Event correlation; Anomaly detection; Reporting for regulatory compliance; Forensic analysis",
      "Public Sector Domain": "IT Infrastructure & Security",
      "Commercial Examples": "Microsoft Azure Monitor / Sentinel, Splunk, Elastic Stack (ELK), IBM QRadar"
    },
    {
      "ID": "CITIZEN",
      "TEXT": "Citizen / Resident",
      "TYPE": "ACTOR",
      "Description": "Individuals residing within the county council's jurisdiction, interacting to access services or information.",
      "Key Capabilities": "Service Request; Information Inquiry; Feedback Submission; Bill Payment",
      "Public Sector Domain": "External Stakeholder",
      "Commercial Examples": "N/A"
    },
    {
      "ID": "COUNCIL_OFFICER",
      "TEXT": "Council Officer / Service Agent",
      "TYPE": "ACTOR",
      "Description": "Frontline and back-office staff responsible for managing citizen interactions and delivering services.",
      "Key Capabilities": "Service Request Processing; Case Resolution; Citizen Communication; Data Entry; Reporting",
      "Public Sector Domain": "Internal Workforce",
      "Commercial Examples": "N/A"
    },
    {
      "ID": "MANAGER",
      "TEXT": "Service Manager / Supervisor",
      "TYPE": "ACTOR",
      "Description": "Oversees service delivery, manages teams, and monitors performance and citizen satisfaction.",
      "Key Capabilities": "Performance Monitoring; Resource Allocation; Escalation Handling; Reporting; Strategic Planning",
      "Public Sector Domain": "Internal Workforce",
      "Commercial Examples": "N/A"
    },
    {
      "ID": "IT_ADMIN",
      "TEXT": "IT Administrator / Support Staff",
      "TYPE": "ACTOR",
      "Description": "Manages system infrastructure, user accounts, security, and provides technical support.",
      "Key Capabilities": "System Configuration; User Management; Troubleshooting; Security Monitoring; Data Backup",
      "Public Sector Domain": "Internal Workforce",
      "Commercial Examples": "N/A"
    },
    {
      "ID": "PARTNER_ORG",
      "TEXT": "Partner Organisation / Third Party",
      "TYPE": "ACTOR",
      "Description": "External agencies or contractors providing services in conjunction with the council (e.g., housing associations, healthcare providers).",
      "Key Capabilities": "Data Exchange; Service Coordination; Referral Management",
      "Public Sector Domain": "External Stakeholder",
      "Commercial Examples": "N/A"
    }
  ],
  "interactions": [
    {
      "ID": "C001",
      "FROMID": "CITIZEN",
      "TOID": "PORTAL",
      "TEXT": "Submit Request / Access Info",
      "TYPE": "->",
      "Entities": "ServiceRequestForm, Inquiry, AccountLogin, PaymentDetails, DocumentUpload"
    },
    {
      "ID": "C001a",
      "FROMID": "PORTAL",
      "TOID": "CITIZEN",
      "TEXT": "Provide Updates / Confirm",
      "TYPE": "->",
      "Entities": "RequestConfirmation, StatusUpdate, DocumentDownload, PaymentReceipt"
    },
    {
      "ID": "C002",
      "FROMID": "PORTAL",
      "TOID": "CRM",
      "TEXT": "New Request / Account Update",
      "TYPE": "->",
      "Entities": "ServiceRequestDetails, CitizenProfileUpdates, CommunicationPreferences"
    },
    {
      "ID": "C002a",
      "FROMID": "CRM",
      "TOID": "PORTAL",
      "TEXT": "Request Status / Citizen Data",
      "TYPE": "->",
      "Entities": "ServiceRequestStatus, CitizenContactDetails, CommunicationHistory"
    },
    {
      "ID": "C003",
      "FROMID": "COUNCIL_OFFICER",
      "TOID": "CRM",
      "TEXT": "Manage Interactions / Log Requests",
      "TYPE": "->",
      "Entities": "ServiceRequestLogging, CaseNotes, CitizenContactDetails, ResolutionData, CommunicationLogs"
    },
    {
      "ID": "C003a",
      "FROMID": "CRM",
      "TOID": "COUNCIL_OFFICER",
      "TEXT": "Display Citizen Info / Tasks",
      "TYPE": "->",
      "Entities": "CitizenProfile, ServiceRequestQueue, TaskAssignments, CommunicationHistory"
    },
    {
      "ID": "C004",
      "FROMID": "CRM",
      "TOID": "CASE_MGT",
      "TEXT": "Refer Specialized Casework",
      "TYPE": "->",
      "Entities": "ServiceRequestReferral, CitizenDetails, BasicCaseContext"
    },
    {
      "ID": "C004a",
      "FROMID": "CASE_MGT",
      "TOID": "CRM",
      "TEXT": "Case Status / Outcome Summary",
      "TYPE": "->",
      "Entities": "CaseResolutionStatus, KeyMilestones, OutcomeSummary, CitizenCommunicationData"
    },
    {
      "ID": "C005",
      "FROMID": "CRM",
      "TOID": "FINANCE",
      "TEXT": "Payment Requests / Billing Inquiries",
      "TYPE": "->",
      "Entities": "PaymentRequest, ServiceFees, CitizenAccountLink, PaymentStatusInquiry"
    },
    {
      "ID": "C005a",
      "FROMID": "FINANCE",
      "TOID": "CRM",
      "TEXT": "Payment Confirmation / Balance",
      "TYPE": "->",
      "Entities": "PaymentConfirmation, AccountBalance, OutstandingPayments"
    },
    {
      "ID": "C006",
      "FROMID": "CRM",
      "TOID": "ECM",
      "TEXT": "Store Case Documents / Attachments",
      "TYPE": "->",
      "Entities": "DocumentUpload, CaseReference, Metadata, CommunicationRecords"
    },
    {
      "ID": "C006a",
      "FROMID": "ECM",
      "TOID": "CRM",
      "TEXT": "Retrieve Documents / Records",
      "TYPE": "->",
      "Entities": "DocumentRetrievalRequest, DocumentLinks, RecordStatus"
    },
    {
      "ID": "C007",
      "FROMID": "CRM",
      "TOID": "GIS",
      "TEXT": "Address Lookup / Location Request",
      "TYPE": "->",
      "Entities": "AddressData, Postcode, ServiceRequestType (with geo-tagging)"
    },
    {
      "ID": "C007a",
      "FROMID": "GIS",
      "TOID": "CRM",
      "TEXT": "Geospatial Data / Asset Info",
      "TYPE": "->",
      "Entities": "LocationCoordinates, PropertyDetails, AssetIDs, MapReferences"
    },
    {
      "ID": "C008",
      "FROMID": "CRM",
      "TOID": "ANALYTICS",
      "TEXT": "Citizen Data for Reporting",
      "TYPE": "->",
      "Entities": "ServiceRequestData, ResolutionTimes, CitizenDemographics, CommunicationVolumes"
    },
    {
      "ID": "C008a",
      "FROMID": "ANALYTICS",
      "TOID": "CRM",
      "TEXT": "Performance Insights / Trends",
      "TYPE": "->",
      "Entities": "ServiceDemandTrends, BottleneckAlerts, CitizenSatisfactionScores, Forecasts"
    },
    {
      "ID": "C009",
      "FROMID": "IDM",
      "TOID": "CRM",
      "TEXT": "Auth & Authorization (Staff/Citizen)",
      "TYPE": "->",
      "Entities": "LoginCredentials, UserRoles, Permissions, AuthenticationTokens"
    },
    {
      "ID": "C009a",
      "FROMID": "CRM",
      "TOID": "IDM",
      "TEXT": "Auth Request / Activity Logging",
      "TYPE": "->",
      "Entities": "AuthRequest, SessionData, UserActivityLogs"
    },
    {
      "ID": "C010",
      "FROMID": "COMMS",
      "TOID": "CRM",
      "TEXT": "Incoming Comms / Call Details",
      "TYPE": "->",
      "Entities": "CallRecords, EmailContent, ChatTranscripts, CommunicationChannel"
    },
    {
      "ID": "C010a",
      "FROMID": "CRM",
      "TOID": "COMMS",
      "TEXT": "Outgoing Comms / Notifications",
      "TYPE": "->",
      "Entities": "SMSMessages, EmailNotifications, CallBackRequests, AutomatedResponses"
    },
    {
      "ID": "C011",
      "FROMID": "CMS",
      "TOID": "PORTAL",
      "TEXT": "Publish Web Content / Forms",
      "TYPE": "->",
      "Entities": "WebPages, OnlineForms, NewsArticles, PublicDocuments"
    },
    {
      "ID": "C012",
      "FROMID": "API_GW",
      "TOID": "CRM",
      "TEXT": "External System Data / Calls",
      "TYPE": "->",
      "Entities": "ExternalServiceData, ThirdPartyReferrals, PartnerUpdates"
    },
    {
      "ID": "C012a",
      "FROMID": "CRM",
      "TOID": "API_GW",
      "TEXT": "Expose CRM Data / Endpoints",
      "TYPE": "->",
      "Entities": "CitizenDataAPI, ServiceRequestAPI, StatusUpdateAPI"
    },
    {
      "ID": "C013",
      "FROMID": "AUDIT",
      "TOID": "CRM",
      "TEXT": "Audit Log Retrieval",
      "TYPE": "->",
      "Entities": "AuditDataRequest, LogFilters"
    },
    {
      "ID": "C013a",
      "FROMID": "CRM",
      "TOID": "AUDIT",
      "TEXT": "Send Activity Logs",
      "TYPE": "->",
      "Entities": "UserActions, DataChanges, SystemEvents, AccessAttempts"
    },
    {
      "ID": "A001c",
      "FROMID": "CITIZEN",
      "TOID": "CMS",
      "TEXT": "Browse Info / Access Forms",
      "TYPE": "->",
      "Entities": "WebsiteNavigation, FormAccess, DocumentDownload"
    },
    {
      "ID": "A002c",
      "FROMID": "COUNCIL_OFFICER",
      "TOID": "CASE_MGT",
      "TEXT": "Manage Specialized Casework",
      "TYPE": "->",
      "Entities": "CaseNotes, ActionUpdates, ComplianceChecks, OutcomeRecording"
    },
    {
      "ID": "A002ca",
      "FROMID": "CASE_MGT",
      "TOID": "COUNCIL_OFFICER",
      "TEXT": "Caseload / Alerts",
      "TYPE": "->",
      "Entities": "AssignedCases, WorkflowTasks, PolicyGuidance, CriticalAlerts"
    },
    {
      "ID": "A003c",
      "FROMID": "MANAGER",
      "TOID": "ANALYTICS",
      "TEXT": "Review Performance Reports",
      "TYPE": "->",
      "Entities": "DashboardAccess, PerformanceMetrics, TrendAnalysisRequests"
    },
    {
      "ID": "A004c",
      "FROMID": "IT_ADMIN",
      "TOID": "IDM",
      "TEXT": "Manage User Accounts / Permissions",
      "TYPE": "->",
      "Entities": "UserCreation, RoleAssignment, PasswordResets, AccessPolicyUpdates"
    },
    {
      "ID": "A005c",
      "FROMID": "PARTNER_ORG",
      "TOID": "API_GW",
      "TEXT": "Exchange Service Data",
      "TYPE": "->",
      "Entities": "ReferralData, OutcomeData, SharedRecords"
    },
    {
      "ID": "A006c",
      "FROMID": "COUNCIL_OFFICER",
      "TOID": "ECM",
      "TEXT": "Store & Retrieve Documents",
      "TYPE": "->",
      "Entities": "DocumentUpload, SearchQuery, DocumentAccess"
    }
  ]
}