A cloud-based approach to dynamically manage service contracts for local public transportation. (9th August 2019)

• Record Type: Journal Article
• Authors: Longo, Antonella; Zappatore, Marco; Bochicchio, Mario A.
• Is Part Of: International journal of grid and utility computing. Volume 10:Number 6(2019)
• Page Start: 694
• Page End: 707
• Publication Date: 2019-08-09
• Subjects: public contracts -- cloud computing -- quality of service -- quality of experience -- local public transportation; Electronic data processing -- Distributed processing -- Periodicals; Electronic commerce -- Management -- Computer programs -- Periodicals; 004.605
• Languages: English
• ISSNs: 1741-847X

Abstract

Public contracts regulate how public services are managed by the stakeholders. However, the current technological trend is creating a significant bias between the pace at which service data are produced and that at which contracts change. This increased availability of service data can be exploited in public procurement processes by fostering novel approaches to manage contracts, making them more dynamic and improving the Quality of Service (QoS) delivered to customers. In this paper, a cloud-based approach for assessing the QoS in Local Transportation Services (LTSs) in Apulia Region (Southern Italy) is proposed. Service Level Agreements (SLAs) between providers and the Regional Authority, as well as the minimal guaranteed QoS levels between providers and passengers, are modelled as contracts enacted via a cloud-based system, which gathers data from sensors and passengers. In this way, changes in contract conditions for improving the perceived and delivered QoS can be fastened and facilitated based on data. In order to validate the pilot case, a set of quality indicators and service levels grounded in European and Italian regulatory frameworks has been considered.