The unified chart of mobility services: Towards a systemic approach to analyze service quality in smart mobility ecosystem

Local transportation services are an essential component of urban infrastructures. The constantly growing requirements and expectations from several stakeholders, ranging from public authorities, operators and passengers, demand a deep rethinking of the entire system. Such services must be oriented towards sustainability in everyday life, requiring systemic approaches capable of fostering Quality of Service (QoS) improvements. This paper aims at highlighting the main facets of QoS from different perspectives (service providers’, stakeholders’, passengers’ and commuters’) and proposes a systemic modeling approach that supports the design, implementation and monitoring of a QoS system in smart mobility. The whole architectural framework is described and UCoMS, the platform for analyzing QoS, is proposed. The approach has been validated in the Apulia region in the South of Italy, using taxonomy of quality indicators and service levels on the basis of the European and Italian regulatory backgrounds.