The eGovernment Use Case Scenario

The SLA@SOI framework-a solution for the automated management of services on the basis of Service Level Agreements (SLAs)-is usually applied to automated software or hardware services. The eGovernment use case aims to assess the applicability of the framework to the management of hybrid services, which involve both automated and human-based activities, as is typical in the government domain. Due the continued growth of service demand, many public organisations outsource their services to private third parties or to other public institutions. SLAs are typically adopted as a way to control the quality of provided services; however, these SLAs are typically managed manually, limiting the possible benefits. Instead, by formalising SLAs it is possible to automate a set of activities such as monitoring, negotiation, planning and adjustment. Below we describe how this can be implemented and evaluated for a specific eGovernment service.