Name of the measure

Response time

Related attribute

Service Response Time

Context

A date on which the requester would like to have the response is associated with each request for a resource. The response time represents the time taken by the provider to respond to this request.

Measure audience

Organizations (supplier and applicant)

objective

Ensure the efficiency and timeliness of the implementation of the provision of a resource by a supplier.

Definition of the measure

The evaluation criteria are as follows: the date desired by the applicant t_ui, the response date promised by the t_pj and the actual delivery date t_d. The time of response will be evaluated by three different scores:

· The score (1) for an exchange made on the scheduled date;

· The score (0.5) for an exchange that is scheduled before the desired date but is provided at a date greater than the scheduled period and less than the desired date;

· The score (−1) for a delivery beyond the promised date and with a desired date less than the promised date.

Data collection

The dates (desired and promised) are defined respectively by the applicant and the supplier. The delivery date is deducted at the time of delivery of the resource.