E-Government

The eGovernment use case demonstrates the integration of human-based services with technology-based services. It centres on the implementation of a system for the reservation of medical treatment services, and three scenarios in the healthcare delivery domain are being developed. The emphasis is on showcasing the automated, dynamic SLA-driven selection, monitoring and adjustment of third party provisioned services. The main objective of the use case is to evaluate the usefulness of SLAs where eGovernment services are offered to citizens and enterprises. The perspectives of all parties are considered: the Citizen to whom the service must be supplied, the Government requiring the most efficient use resources, and the Service Supplier that may need the flexibility to engage third parties when appropriate.

Business Scenarios

The use case presents three realistic scenarios which have the potential to benefit from an SLA management framework. These include run time monitoring and reporting, run time selection of services and SLA driven adjustment and negotiation. For example, the Run-time SLA negotiation and adjustment scenario deals with responding to unusual events (e.g. an epidemic) and re-configures resource allocations and SLAs to ensure all parties objectives continue to be met. The key features of this scenario includes the integration of human-delivered services, dynamic re-negotiation, the combination of automatic and manual re-negotiation processes and the run time adjustment of resource allocation.

Non-IT Mobility and Health Services

A novel aspect of this use case is that it is seeking to SLA-enable a number of non-IT services. The medical treatment service is provided by the local healthcare agency and covers the booking and provisioning of medical treatments provided by different Health Care Structures of the health care agency according to regulations and objectives defined by local Governance. The reservation (booking) of treatments for patients is provided by the local health care agency via a unique contact point, handled by a contact center service (called CUP). The contact center service may be outsourced to an external qualified call center provider that is chosen with a request for tender process. The winning call center provider adheres to the constraints and conditions imposed by the Governance via a contract. In particular, the Governance defines indicators to evaluate the processes of the healthcare services and establish the compliance to Governance’s regulations.

The mobility service is owned by the local social care and welfare agency and provides on-demand transport services to needful people according to regulations and objectives defined by the Governance. The mobility service is provided by a set of public and private companies or associations, certified by the welfare agency.