A service delivery framework (SDF) is a set of principles, standards, policies and constraints to be used to guide the designs, development, deployment, operation and retirement of services delivered by a
service provider with a view to offering a consistent
service
Service may refer to:
Activities
* Administrative service, a required part of the workload of university faculty
* Civil service, the body of employees of a government
* Community service, volunteer service for the benefit of a community or a pu ...
experience to a specific user community in a specific business context. An SDF is the context in which a
service provider's
capabilities are arranged into
services.
The term service delivery framework (SDF) has been used interchangeably with the term
service delivery platform (SDP), which is a set of technology components that provide capabilities. An SDF governs and guides the use of SDP capabilities.
Current use
Service delivery frameworks fall into two categories.{{citation needed, date=September 2012
# a general
reference model for the delivery of services. Such a service delivery framework is developed to be broadly applicable to a particular industry. The TM Forum
Service Delivery Framework as an example, is developed for the telecommunications industry.
# a more refined
reference model for service delivery. This kind of SDF, being more specific, applies to a particular
market or
service provider. Th
Immunisation Service Delivery Frameworkof th
District Health Boards of New Zealandoffers an example.
Some vendors of
service delivery platforms use the term "service delivery framework" to describe their product offerings.
In Context
Accountability for service delivery
The relationship between government and citizens is crucial. Ultimately, government is accountable to citizens for decisions taken. Many countries need to improve the substantive elements of democracy and its checks and balances to ensure that public goods are delivered according to citizens’ expectations. Some methodologies for assessing the extent to which service delivery is accountable have been developed. For instance, the methodology fo
citizen-led assessmentof accountability in service delivery has been developed by the International IDEA.
See also
* Democratic Accountability in Service Delivery
a review of the literature, a self-assessment methodology, and a sample of cases from around the world. The International Institute for Democracy and Electoral Assistance*
Service delivery platform
*
Servicescape Servicescape is a model developed by Booms and Bitner
to emphasize the impact of the physical environment in which a service process takes place. The aim of the servicescapes model is to explain behavior of people within the service environment wit ...
External links
TMForum Service Delivery FrameworkDHBNZ Immunisation Service Delivery Framework
Services marketing