Showing papers on "Service provider published in 2001"

The Anatomy of the Grid: Enabling Scalable Virtual Organizations

Abstract: "Grid" computing has emerged as an important new field, distinguished from conventional distributed computing by its focus on large-scale resource sharing, innovative applications, and, in some cases, high performance orientation. In this article, the authors define this new field. First, they review the "Grid problem," which is defined as flexible, secure, coordinated resource sharing among dynamic collections of individuals, institutions, and resources--what is referred to as virtual organizations. In such settings, unique authentication, authorization, resource access, resource discovery, and other challenges are encountered. It is this class of problem that is addressed by Grid technologies. Next, the authors present an extensible and open Grid architecture, in which protocols, services, application programming interfaces, and software development kits are categorized according to their roles in enabling resource sharing. The authors describe requirements that they believe any such mechanisms must satisfy and discuss the importance of defining a compact set of intergrid protocols to enable interoperability among different Grid systems. Finally, the authors discuss how Grid technologies relate to other contemporary technologies, including enterprise integration, application service provider, storage service provider, and peer-to-peer computing. They maintain that Grid concepts and technologies complement and have much to contribute to these other approaches.

The Anatomy of the Grid - Enabling Scalable Virtual Organizations

Abstract: "Grid" computing has emerged as an important new field, distinguished from conventional distributed computing by its focus on large-scale resource sharing, innovative applications, and, in some cases, high-performance orientation. In this article, we define this new field. First, we review the "Grid problem," which we define as flexible, secure, coordinated resource sharing among dynamic collections of individuals, institutions, and resources-what we refer to as virtual organizations. In such settings, we encounter unique authentication, authorization, resource access, resource discovery, and other challenges. It is this class of problem that is addressed by Grid technologies. Next, we present an extensible and open Grid architecture, in which protocols, services, application programming interfaces, and software development kits are categorized according to their roles in enabling resource sharing. We describe requirements that we believe any such mechanisms must satisfy, and we discuss the central role played by the intergrid protocols that enable interoperability among different Grid systems. Finally, we discuss how Grid technologies relate to other contemporary technologies, including enterprise integration, application service provider, storage service provider, and peer-to-peer computing. We maintain that Grid concepts and technologies complement and have much to contribute to these other approaches.

Service strategies within the manufacturing sector: benefits, costs and partnership

Abstract: This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer service, product services and service as a product) and organizational intensity (tactical, strategic or cultural).The paper reviews the benefits and costs associated with service maneuvers and discusses their interplay with the typology. A collaborative option is proposed as an original strategy for supporting the challenging process of implementing a service maneuver, and the costs of running this option are developed in the light of the typology.

The perceived service quality concept – a mistake?

Abstract: Compares traditional marketing models to service marketing models, stating that the most important characteristic of services is the fact that services are processes, not things. A service firm has no products, only interactive processes. Whereas the consumption of physical products can be described as “outcome consumption”, the consumption of services can be characterized as “process consumption”. In this context, describes the development of the perceived service quality concept.

Switching barriers in consumer markets: an investigation of the financial services industry

Abstract: Much research looks at why customers switch service organizations but there has been less focus on why customers do not switch service organizations, even though they have seriously considered doing so. In light of this, we present an analysis of the literature and develop a list of potential switching barriers. These switching barriers are then empirically tested within two financial services industries. Results from over 400 consumers enable us to ascertain not only the importance of each switching barrier but also to develop a more parsimonious understanding of these barriers, through factor analysis. The results reveal similar patterns in the two industries in respect to switching barriers. The first of the four factors contains reasons related to apathy, the second factor contains negative reasons for customers staying with their current service provider, the third factor relates to relationship variables and the final factor relates to service recovery. Results clearly indicate that the first two factors are far more important than the latter two in terms of why customers stay even when they seriously considered leaving.

Cutting Corners and Working Overtime: Quality Erosion in the Service Industry

Abstract: The erosion of service quality throughout the economy is a frequent concern in the popular press. The American Customer Satisfaction Index for services fell in 2000 to 69.4%, down 5 percentage points from 1994. We hypothesize that the characteristics of services--inseparability, intangibility, and labor intensity--interact with management practices to bias service providers toward reducing the level of service they deliver, often locking entire industries into a vicious cycle of eroding service standards. To explore this proposition we develop a formal model that integrates the structural elements of service delivery. We use econometric estimation, interviews, observations, and archival data to calibrate the model for a consumer-lending service center in a major bank in the United Kingdom. We find that temporary imbalances between service capacity and demand interact with decision rules for effort allocation, capacity management, overtime, and quality aspirations to yield permanent erosion of the service standards and loss of revenue. We explore policies to improve performance and implications for organizational design in the service sector.

Measuring the accessibility and equity of public parks: a case study using GIS

Abstract: Geographic information systems (GIS) can provide leisure service agencies with numerous opportunities to enhance the planning and management of their facilities. This paper demonstrates one such application, to the measurement of levels of accessibility and distributional equity offered by a system of public parks. The methods proposed are relatively simple; nevertheless, they do offer substantial improvements upon those previously utilized by leisure service providers. They facilitate identification of poorly served areas and populations, and suggest where new facilities might best be sited so as to maximize access and equity. These methods are illustrated by a case study of the park system in Bryan, Texas. Many other applications of GIS to leisure service provision are available, several of which are briefly discussed. Together, they could enable agencies to function more effectively and, ultimately, to provide better levels of service to the public.

Building distributed software services as aggregations of other services

Abstract: Methods, systems, and computer program products are disclosed for dynamically integrating software resources (such as web services and other back-end software resources) using the services of a content framework (such as a portal platform) A portlet model is leveraged to allow programmatic portlets to serve as proxies for web services, thereby extending portlets beyond their traditional visual role A deployment interface and a system interface are described for these portlet proxies The deployment interface is used for composing new web services, and a composition tool is described The system interface allows for run-time management of the web services by the portal platform The service provider for a particular function may be bound to the portlet proxy at development time or at run-time

System and method for displaying and selling goods and services in a retail environment employing electronic shopper aids

Abstract: ShopLive system supports existing merchants and malls to better serve customers by providing easy access to merchandise and sales assistants over a communication network to display items and to provide expert information on products. The shopping experience is enhanced by tokens to allow ease of shopping and checkout. Items purchased that need installation or service or supported by accessing live experts. Direct connection to service providers is available over the network. If a shopper does not find the desired merchandise they are referred to another merchant who has the product and the referring merchants receives a commission or other consideration.

Method and system for facilitating service transactions

Abstract: A computer-implemented method and system for facilitating service transactions, both on-line and off-line, for transacting services driven by purchasers or by service providers. In particular, the invention makes services freely tradable as goods via standardizing material terms describing such service transactions. The method includes steps defining a set of service classification and material terms, registering a plurality of participants of the service marketplace, searching and compiling at least one offer and one request for offers provided by the participants for selling or buying services while the offer and the request for offer is described in the set of service classification and material terms, evaluating and matching the offer and the request for offer based upon the degree of identicalness of the set of service classification and material terms recited in the offer and the request for offer, and communicating to matched participants of the result generated by the evaluating and matching step.

Intelligent network providing network access services (INP-NAS)

Abstract: An open Information Services network architecture is disclosed which enables multiple business entities to assume specialized roles of access provider, service provider, and service retailer. The disclosed technology provides instant plug-and-play service, decouples access and service networks and provides seamless (single step) access enabling customers to maintain a service account regardless of location. The benefits of the disclosed technology, among others, include: Multi-level and multi-service registration; Broker Services providing customers with a choice of provider; Security Services relating to distribution; Revenue Assurance services, Gentle Reminder/Gentle Touch; Revenue Assurance services pertaining to usage integrity verification upon registration; mobile services derived from G-ISN; and claim benefits pertaining to LNP services derived from G-ISN.

Method and apparatus for providing service selection, redirection and managing of subscriber access to multiple WAP (Wireless Application Protecol) geteways simultaneously

Abstract: A method (FIG. 5) and apparatus (FIG. 3) to provide control and policy enforcement of WAP (Wireless Application Protocol) services in a wireless data networks is taught herein. WAP traffic is inspected with efficient algorithms to intercept un-registered WAP access and intercept dynamic change of user service selection. The intercepted WAP requests are modified with value-added parameters (such as QoS and subscriber identifiers) as per user and service provider agreement and table data. A series of strategies are described to blend wireless intelligence, user preference and service subscription, network operator requirements and service provider or enterprise preferences into routing and drive page generation. The means to dynamically provision users' service choices to wireless network elements are also presented without having to break the session within the system. This enables innovative data services such as pay-per-use, smart routing, and enterprise secured WAP services unlike any current conventional system.

Local Government Restructuring: Privatization and Its Alternatives

Abstract: Local government restructuring should no longer be viewed as a simple dichotomy between private and public provision. A 1997 survey of chief elected township and county officials in New York shows that local governments use both private and public sector mechanisms to structure the market, create competition, and attain economies of scale. In addition to privatization and inter-municipal cooperation, two alternative forms of service delivery not previously researched—reverse privatization and governmental entrepreneurship—are analyzed here. Logistic regression on the 201 responding governments differentiates the decision to restructure from the level and complexity of restructuring. Results confirm that local governments are guided primarily by pragmatic concerns with information, monitoring, and service quality. Political factors are not significant in the restructuring process and unionization is only significant in cases of simple restructuring (privatization or cooperation used alone). Fiscal stress is not a primary motivator, but debt limits are associated with more complex forms of restructuring. Restructuring service delivery requires capacity to take risks and is more common among experienced local officials in larger, higher-income communities. Restructuring should be viewed as a complex, pragmatic process where governments combine public and private provision with an active role as service provider and market player. © 2001 by the Association for Public Policy Analysis and Management.

Bringing citizen voice and client focus into service delivery

Abstract: This is a study of efforts to improve the responsiveness of public service providers to the needs of service users, particularly the poorest service users. This paper examines over sixty case studies of both public-sector reforms to foster stronger client focus in service delivery; and civil-society initiatives to demand improved services. This work was concerned to identify means of amplifying citizen 'voice' such that engagement with the state moves beyond consultative processes to more direct forms of influence over policy and spending decisions. The case studies upon which this research is based are drawn from around the world, from developing and developed countries. They are organised into 14 different types of 'voice' or 'responsiveness' mechanisms, and are available on: www.ids.ac.uk/ids/govern/ citizenvoice/annexcs.html. Across different types of public service, the potential for citizen voice, and varying degrees of public sector responsiveness, can be surmised from features of service design and delivery such as the complexity of the technology involved in the service, the remoteness, geographical, social and educational, of providers, the extent to which the service is a shared good or an individually consumable product, or the social and environmental consequences of dramatic service break-down. Variations in voice and client focus are also explained by client characteristics: the social status of clients, their geographic concentration, and whether they have a sustained or one-off relationship with providers. The study concludes with policy-relevant findings on ways of enhancing citizen voice in decision-making, planning, and monitoring of public services. For citizen engagement with public service providers to move beyond consultation to real influence, citizens must enjoy rights to a more meaningful form of participation. This would include formal recognition for citizens' groups, their right to information about government decision-making and spending patterns, and rights to seek redress for poor-quality service delivery. Public sector providers, for their part, need assurances regarding the mandate and internal accountability of such groups. This study was commissioned by the UK's Department for International Development (DFID).

Method and system for conducting secure payments over a computer network

Abstract: A method is provided for conducting a financial transaction by a purchaser with a merchant having an acquirer bank, over a communications network. The method includes the steps of sending a first authorization request using a pseudo account number associated with a real account number to a service provider which forwards a second authorization request to the issuer using the real account number and preferably a pseudo acquirer code associated with the service provider such that the response to the second request is based on the real account number and sent back to the service provider who preferably forwards a response to the first request preferably to the “real” acquirer. A message authentication code is further provided which includes transaction data, and where the authorization request is formatted as a standard payment card track having one or more fields including a discretionary field in which the message authentication code is placed.

Strategies for Disseminating Evidence-Based Practices to Staff Who Treat People With Serious Mental Illness

Abstract: Evidence-based practices have not been widely implemented in real-world treatment settings for several reasons, including existing state laws, administrative policies, funding priorities, advocates' concerns, and program staffing. Dissemination strategies focus largely on program staffing and the question of why treatment teams that are responsible for assisting people with serious mental illness fail to use evidence-based practices. In a review of the research literature, two barriers to staff dissemination emerge: individual service providers lack the necessary knowledge and skills to assimilate these practices, and certain organizational dynamics undermine the treatment teams' ability to implement and maintain innovative approaches. Three sets of strategies are useful for overcoming these barriers and fostering dissemination: packaging evidence-based practices so that specific interventions are more accessible and user-friendly to service providers; educating providers about relevant knowledge and skills; and addressing the organizational dynamics of the team to facilitate the implementation of innovations. Research on dissemination is relatively new and is less well developed than the clinical and services research enterprise that has led to evidence-based practices. Implications for future studies are discussed.

Methods, apparatuses and systems enabling a network services provider to deliver application performance management services

Abstract: Methods, apparatuses and systems enabling a network services provider to deliver application performance management services to its enterprise customers The invention allows network service providers to extend their service model beyond connectivity-oriented MNS services to more productivity-oriented, managed application services The present invention, in one embodiment, allows network service providers to offer an application-aware service that provides real-time monitoring, measurement and control of application performance over MNS and other wide-area network services

Service improvements in public services using SERVQUAL

Abstract: This paper begins by explaining the new context in which public services are delivered and why improving service quality is especially relevant. The SERVQUAL model has been used in a number of public service environments to assess quality of service provision in terms of what consumers expect and what they actually receive. A particular advantage of SERVQUAL is that it is a tried and tested instrument which can be used comparatively for benchmarking purposes. The two service case examples featured in this paper illustrate the use of the SERVQUAL instrument to improve both process management and strategic planning in North Lanarkshire Council. Expectations, perceptions and gap scores are compared and their significance interpreted.

From Disgust to Delight Do Customers Hold a Grudge

Abstract: This article investigates the effect that satisfaction with service recovery may have on complaining customers’ future intent and perception of, and attitude toward, the faltering service provider....

Broadband computer-based networked systems for control and management of medical records

Abstract: This invention relates to an Internet or other broadband computer-based networked system, operated by a service provider that enables members of the system provider network, which may be patients, family members, employees or others, to assemble, update, enhance, analyze, correct, broker, securely store and transmit, certify and otherwise manage the medical records and, under appropriate circumstances, the medical records of family, friends, clients or customers and integrates those medical records and their updating around the patient.

Vertical systems and methods for providing shipping and logistics services, operations and products to an industry

Abstract: The present invention provides a vertical system and method for providing shipping and logistics services, operations and products to the chemical industry. The present invention integrates shipping and logistics services, operations and products that are currently provided by multiple entities into a vertical system that may be presented as a site on the world wide web and provide a user with “one stop” shopping for shipping and logistics services, operations and products by acting as a supply chain integrator to assemble and manage resources, capabilities, and technologies of the user's own organization with those of complementary service providers, thereby enabling manufacturers/producers and logistics service suppliers, both asset based and non-asset based, to collaborate without losing their individual status and identity in the supply chain.

Online mortgage approval and settlement system and method therefor

Abstract: A method for automatically fulfilling lending conditions includes the steps of maintaining a database of a plurality of registered service providers, receiving a loan application having one or more conditions to be fulfilled for the loan application to be approved, evaluating the one or more conditions to determine one or more actions to be taken towards fulfilling the one or more conditions, and automatically executing at least one action of the one or more actions to be taken towards fulfilling at least one of the one or more conditions, wherein the at least one action includes automatically requesting information for fulfilling the at least one condition from a registered service provider of the plurality of registered service providers.

Communication services through multiple service providers

Abstract: Apparatus and methods using a first service provider such as a WAN cellular service provider to initiate a communications exchange between a plurality of communications units and a second service provider such as WLAN service provider to provide enhanced communications services to the units has been disclosed and described.

Developing a comprehensive picture of service failure

Abstract: Much attention has been paid recently to the concept of service failure. In light of this, the paper develops a model of the potential outcomes from service failure. Results are utilised from interviews with business banking customers who have recently encountered a service failure. The results show that service recovery is only one of the reasons a customer may stay or exit a service organisation after a service failure. Other factors, such as barriers to exit and loyalty, are just as prevalent in the decision‐making process. A model ofservice failure, which was generated through the results of the research, is presented in the discussion section of the paper.

Content provider for pull based intelligent caching system

Abstract: A network system includes a content provider connected to local service providers via an interactive distribution network, such as the Internet. The local service providers facilitate delivery of the content from the content provider to multiple subscribers. The local service providers schedule delivery of frequently requested content from the content provider prior to a peak time when the subscribers are likely to request the content. The content is downloaded from the content provider during the off-peak hours and cached at the local service providers for serving to the subscribers during the ensuing peak time. In this manner, the frequently requested content is already present at the local service providers and ready to be served to the subscribers before they actually request it. When the content is finally requested, the data is streamed continuously in real-time for just-in-time rendering at the subscriber computer. Another aspect of this invention involves supplementing content delivery over the Internet with delivery of content over a secondary network, such as a broadcast satellite network. The supplemental broadcast link offers additional bandwidth at a fraction of the cost that would be incurred if the local service provider installed additional Internet connections, such as T1 or T3 connections.

Method and system for providing a central repository for client-specific accessibility

Abstract: A method and system that provide a central repository for client specific accessibility applications to a user from an accessible server. The repository is updated on a periodic basis with new solutions provided by the service provider, who also manages licensing agreements between the user and the owner of the accessibility application. Accessibility programs, such as page magnification, screen readers, background changes, input modification, etc., are downloaded into the client device being used by the user customer by clicking link buttons from a web page generated by the service provider's server. The accessibility programs downloaded are then resident on the client device until changed by the user. In a preferred embodiment, the service provider also provides a universal transcoding service to apply the user selected accessibility transformations to any type of client device used by the user.