Australian Government Architecture Reference Models Version 3.0

4.4.2 Service delivery
2201 Availability (service)
A – Service capacity
B – Service utilisation
C – Service demand
2202 Coverage (service)
A – Demographic
22 Service delivery
B – Geographic
C - Temporal
2203 Effectiveness (service)
A – Customer impact
B – Customer satisfaction
C – Service quality
2204 Accessibility (service)
A – Access cost
B – Access time
C – Access effort
2205 Timeliness and responsiveness (service)
A – Inquiries and requests
B - Delivery
Figure 4-19: Service delivery measurement branch
Measurement Area Rationale Defined by
2201 Availability
(service)
2202 Coverage
(service)
The availability of a service is a
function of supply and demand.
What capacity of processing is
supplied by the service, and how
much of that capacity is currently
utilised (demand)?
The values and definitions of
service availability measurements
within the Usage domain should
correspond to those of process
availability measurements within
the Work domain, especially for
complex or nested projects and
processes, where outputs
produced by one process become
inputs to another process.
Coverage of service usage is a
multivariate attribute that
describes when, where, how and
to whom a service was made
available for access. The
intended (expected) coverage of
a service is normally defined by
the fit-for-purpose characteristics
of the service when it was first
commissioned. Measuring the
coverage of a service within the
Usage domain is a measurement
of the actual (as opposed to
expected) coverage of the
service.
A. Supply (capacity)
Quantitative measures of the maximum levels of
utilisation that can be sustained and met by a service.
Measures would include peak or burst capacity and
sustained load capacity.
B. Demand (utilisation)
Quantitative measures of the current volume of
service utilisation.
C. Forecast demand
Quantitative measures or predictions of the known or
anticipated, but unrealised, demand for a service.
A. Demographic
Qualitative measures of the proportion of a target
population covered by the service points of presence.
B. Geographic
Qualitative measures of the geographic area covered
by service points of presence.
C. Temporal
Qualitative measures of the hours of availability and
validity of a service.
Australian Government Architecture Reference Models Version 3.0
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