Participatory design of public sector services
EGOVIS'10 Proceedings of the First international conference on Electronic government and the information systems perspective
Empowering citizens in public service design and delivery: a reference model and methodology
ServiceWave'10 Proceedings of the 2010 international conference on Towards a service-based internet
Service Oriented Computing and Applications
An agent-oriented approach to service analysis and design
PRIMA'10 Proceedings of the 13th international conference on Principles and Practice of Multi-Agent Systems
A unified description language for human to automated services
Information Systems
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This paper describes a model for capturing service designs and the design of service product lines. The model promotes reuse of service artifacts, enables a balanced view of the service from different stakeholder viewpoints, and provides a foundation for design for service quality. The model leverages a phased approach to design, engineering and management of services. The model has applicability throughout the service lifecycle and provides a standardized vocabulary and structure for designing and maintaining generic services, irrespective of the domain of application.