Australian Government Architecture Reference Models Version 3.0

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Measurement Area Rationale Defined by
2203 Quality (service)
2204 Accessibility
The service quality attribute is a
univariate measurement that is
framed by the context of the
service. Quality is a subjective
metric based on the experiences
and expectations of the customer
in accessing the services
delivered.
For services delivered by
government that are intended to
benefit individual entities,
customer satisfaction is the
appropriate measure. If the
service is intended to influence
the actions of the customer and
benefit the government, customer
impact is the appropriate
measure.
The quality of a service is linked
to the accessibility of the service
and the utilisation of the service.
Service accessibility is an
industry-recognised multivariate
attribute combining the cost, effort
and time expended by a customer
in identifying and accessing a
service. The accessibility of a
service is a key determinant of its
utilisation. Services with low
levels of accessibility will
experience either low levels of
usage or high levels of customer
dissatisfaction, while those with
high accessibility are more likely
to experience the opposite.
Australian Government Architecture Reference Models Version 3.0
A. Customer satisfaction
Qualitative measurements that describe how satisfied
the targeted customer is with the product that has
been produced. As this is a qualitative measurement,
some form of customer survey will need to be
developed to ascertain it.
B. Customer impact
Qualitative measurements that describe the impact of
the service on the targeted customer. As this is a
qualitative measure, a customer survey will need to
be developed in order to capture it.
A. Access cost
Quantitative measurements that capture how much
financial resource (money) has been expended by a
customer in accessing a service. For example, did a
user have to pay for a taxi fare in order to access a
service?
B. Access effort
Quantitative measurements that describe the amount
of effort that was expended by a customer in
accessing a service. For example, if the service is an
electronic service delivered via a website, how many
times did the user have to try to access the web age
(page refresh etc.)?
C. Access time
Quantitative measurements that capture how much
time a customer expended in accessing a service.
This measurement is always from the customer’s
point of view, and the measurement commences
from the moment the customer identifies the need for
assistance, even if they are unaware of the service
they need.