End-user centred infrastructure operation: towards integrated end-use service delivery

This paper outlines the key aspects of an end-user and service-centred approach to infrastructure operation. It starts with an overview of relevant research areas and literature. It then describes the infrastructure end-use services provided by different infrastructure streams quantitatively, with the UK domestic sector as an illustration. Subsequently, insights into infrastructure integration at the end-user level are presented. Finally, the infrastructure end-use service perspective is described as a holistic framework for intervention: understanding technological changes in context, acting directly on end-use demand, and including social implications of service-based solutions.