The problems and solutions found in the previous process analysis step are summarised according to the process aspects as well as the solution areas. To guide this summary, we provide an instrument in form of a simple table structure, describing problems and for each problem possible solutions. The table structure also shows how a solution in the form of a consumer process change must be supported by a change in at least one of the solutions areas: the service provider’s business rules, the service provider’s e-service or the service consumers’ IT systems.