03.080.01 - Services in general

This document provides guidance on setting up the mechanism for Performance Measurement management as a part of an entire service contract.
This document is applicable to:
a)   Any organization regardless of its type or size
b)   service buyers; and
c)   service providers who may be inside or outside the service buyers' organization.
This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts.
NOTE 1   ‘Works contracts’ are contracts that have as their ob...view more

This document provides guidance on how to meet the needs of consumers in the development of service standards. This document can be used by anyone involved in the development of service standards and can be applied to any service. This document is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid. It also has relevance for public or charitable services, e.g. education, health and care provision, where a financial transaction has not n...view more

This document specifies requirements that enable an organization to design, develop and provide products, goods or services so that they can be accessed, understood and used by the widest range of users.
This document specifies requirements and recommendations that enables  an organization to extend their range of users by identifying diverse needs, characteristics, capabilities,  and preferences, by directly or indirectly involving users, and by using knowledge about accessibility in its proce...view more

This document specifies basic requirements for the provision of interpreting services. Additionally, it
provides recommendations of good practice.
NOTE Interpreting specializations/specialized interpreting services can be covered in other International
Standards (e.g. ISO 20228, Legal interpreting).

IWA27:2017 provides guiding principles and a framework for decision making and action to address key social, environmental, and economic impacts and opportunities of the sharing economy.

This International Standard establishes criteria and recommendations for community interpreting
during oral and signed communication that enables access to services for people who have limited
proficiency in the language of such services. Community interpreting occurs in a wide variety of private
and public settings and supports equal access to community and/or public services.
This International Standard addresses community interpreting as a profession, not as an informal
practice such as ...view more

This International Standard defines requirements for how platform neutral and platform specific
specification of services shall be created, in order to allow for one service to be specified independently
of one or more underlying distributed computing platforms.
This International Standard defines requirements for a further mapping from platform neutral to
platform specific service specifications, in order to enable conformant and interoperable service
implementations.
This International S...view more

This Technical Specification sets out guidance for the implementation of service excellence in order to create outstanding customer experiences, exceed customer expectations, and achieve customer delight. It does not focus on the provision of basic customer service which organizations should already have in place.
This document applies to all organizations delivering services such as commercial organizations, public services and not-for-profit organizations.

This Technical Specification sets out guidance for the implementation of service excellence in order to create outstanding customer experiences, exceed customer expectations and achieve customer delight. It does not focus on providing basic customer service which organizations should already have in place.
This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

ISO 37500:2014 covers the main phases, processes and governance aspects of outsourcing, independent of size and sectors of industry and commerce. It is intended to provide a good foundation to enable organizations to enter into, and continue to sustain, successful outsourcing arrangements throughout the contractual period. ISO 37500:2014 gives guidance on: · good outsourcing governance for the mutual benefit of client and provider; · flexibility of outsourcing arrangements, accommodating changin...view more

This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity. This International Standard is not intended to form part of a consumer contract or...view more

The present document describes a methodology for the aggregation of QoS parameter results in order to obtain a view onto the overall quality of the ICT services provided by Service Providers (SP) from an individual customer's perspective; a suggestion for graphical representations including one following ITU-T Recommendation P.505 [i.28] is proposed in annexes B and C. The purpose is not to identify the best SP but those whose QoS is complying in every aspect with references considered as satisf...view more

The present document provides guidance for the user interaction design of telecommunication devices and services that are likely to become available for large-scale rollout to consumers in the next five to ten years. In particular, the document identifies provisions that have to be made in order to ensure that forthcoming interaction technologies deployed in devices and services will be usable by all users including older people and/or people with disabilities.
The present document lists user i...view more

This European Standard applies to the services offered by hearing aid professionals in their efforts to provide benefit for their clients. This European Standard specifies the process of hearing aid provision from the first client contact to the long term follow-up. This European Standard also defines requirements for education, facilities, equipment and code of conduct. A quality management system with the overall objective of securing client satisfaction and covering the elements of the servic...view more

This document provides guidance on setting up the mechanism for Performance Measurement management as a part of an entire service contract.
This document is applicable to:
a)   Service buyers and service providers regardless of type, size or the nature of the services;
b)   Service providers who may be inside or outside the service buyers’ organization; and
c)   Any interested parties who are directly or indirectly involved in or affected by a procurement process.
This document is not applicable...view more

This document provides guidance on the design and structure of service contracts. It is aimed at buyers and service providers entering a contractual relationship who do not necessarily have legal training.
This document is applicable to any organization regardless of its type or size.
This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts.
NOTE 1   ‘Works contracts’ are contracts that have as their object the execution, or both the design and exec...view more

ISO 19119:2016 defines requirements for how platform neutral and platform specific specification of services shall be created, in order to allow for one service to be specified independently of one or more underlying distributed computing platforms.
ISO 19119:2016 defines requirements for a further mapping from platform neutral to platform specific service specifications, in order to enable conformant and interoperable service implementations.
ISO 19119:2016 addresses the Meta:Service foundati...view more

This document lists the general requirements to define levels of performance and acceptance for street cleaning and waste management services and to take into account to draw up and to operate service contracts for a better result in terms of qualitative and quantitative performances definition and survey, clearing agreements in case of deviations, economic optimisation, environmental sustainability and pollution prevention.
When the client isn’t a public administration but a private customer, ...view more