09 May 2022

A service journey involves cross-scene and multiple user processes, influenced by many factors such as people, technology and the environment. Until now it has been challenging to evaluate a service from a systematic perspective. This article proposes a multi-element framework to define the holistic evaluation metrics for complex service systems to inspire a more comprehensive assessment of public service design.

Become an SDN member today to start reading this article.


Discover our membership options


Become a Member