15. Which criteria are used to measure “perceived quality”?

At action level, the measurement of perceived quality aims at evaluating the quality of the output(s) produced by an action based on pre-defined criteria such as responsiveness, security, usability and utility, which are defined below:
- Responsiveness consists in providing a prompt service to customers’ requests;
- Security consists in inspiring trust regarding information exchange;
- Usability consists in ensuring that a generic tool or service can be used by specified users to meet their needs (as specified on the ISA action project charter);
- Utility consists in assessing new functionalities (or improvements) supplied by a generic tool or a common service in terms of usefulness and effectiveness.