A Proposition of a New Service Value Evaluation Model based on the SLA Concept for Social Infrastructure Service

This article proposes a new service value evaluation model for social infrastructure services. Existing service concepts or models are designed based on direct interaction between providers and customers. The service provider provides customized service to grow each customer's satisfaction. In contrast, social infrastructure service have few direct interactions between providers and customers. In addition, the provider cannot provide customized service to each customer. Because the social infrastructure service has different characteristics, this article proposes a new service concept “SISLA (Social Infrastructure Service Level Agreement)” based on the concept of SLA (Service Level Agreement). Furthermore, this article proposes a new service value evaluation model. This article shows the validity of the SISLA evaluation model by applying this model to an actual case. For social infrastructure service providers, this model may be able to make an appropriate decision to provide better service for customers while ensuring provider's profits.