Service Level Agreement Enforcement Model with Human Factor for Electronic Health Record

Abstract

Service Level Agreement (SLA) is a document contract between the service provider and service recipient which is the expected services to be delivered and received. SLA includes all the information about the services provided and their performance. The SLA identified the level of services performance such as penalties, priorities, compensation and resolution time. If the quality of service does not meet the SLA usage then the service provider need to pay penalties also known as SLA violation. SLA violation occurred might be from software or hardware but another factor such as human factor also involved. The performance of the system and the quality of services requires a human interference to enforce the SLA. In this research work, the human factor such as user willingness, skill/knowledge, information sharing, Staff adequacy was being investigated. The method survey was implemented to find the relationship between human factor and SLA usage. Respondents in IT department are selected to fill in survey form. 11 respondents are used for pilot study to find the reliability of instrument and 24 respondents are used for actual data. The result show there is positive significant value in relationship between human factor and SLA usage.