Using DEMO-based SLAs for Improving City Council Services

Carlos Mendes, Mário Almeida, Nuno Salvador, Miguel Mira da Silva

2012

Abstract

According to data from the Portuguese Association of City Councils (DGAL – Portuguese abbreviation) the 308 city councils in Portugal employ about 135 000 people and spend about 3.8 billion euros a year (Ministry of Finance and Public Administration, 2010). In this paper we describe the implementation of our most recent proposal to specify the services quality in the city council of Pombal (CMP) in Portugal. This proposal is a new version of the DEMO-based SLAs with a more complex structure of Service Level Agreement (SLA) attributes. This proposal is based on the Enterprise Ontology theory and identifies services that do not create new original results, therefore services with great potential to be automated. We evaluated the new proposal’s version by collecting feedback from CMP employees and customers. Moreover, we found some possible improvements that could save millions of euros to the Portuguese state.

Paper Citation

in Harvard Style

Mendes C., Almeida M., Salvador N. and Mira da Silva M. (2012). Using DEMO-based SLAs for Improving City Council Services . In Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2012) ISBN 978-989-8565-30-3, pages 431-440. DOI: 10.5220/0004110404310440

in Bibtex Style

@conference{sseo12,
author={Carlos Mendes and Mário Almeida and Nuno Salvador and Miguel Mira da Silva},
title={Using DEMO-based SLAs for Improving City Council Services},
booktitle={Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2012)},
year={2012},
pages={431-440},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004110404310440},
isbn={978-989-8565-30-3},
}

in EndNote Style

TY - CONF
JO - Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2012)
TI - Using DEMO-based SLAs for Improving City Council Services
SN - 978-989-8565-30-3
AU - Mendes C.
AU - Almeida M.
AU - Salvador N.
AU - Mira da Silva M.
PY - 2012
SP - 431
EP - 440
DO - 10.5220/0004110404310440