TS 12788

TS 12788 is a service standard that sets out general rules for internet houses, focusing on their management, physical layout, and staff characteristics. In general technical terms, an internet house is a workplace that provides public or semi-public access to computers, network connectivity, and basic user support. In this setting, service quality depends not only on having equipment available, but also on how the space is organised and how capable the staff are in day-to-day operation.

How the standard brings operations, premises and staff together

The scope of this standard brings three aspects of the service model into one framework: management, physical structure, and personnel characteristics. From a general technical perspective, management covers service organisation, continuity, user handling, and basic operating discipline. Physical structure relates to the arrangement of work areas, seating, equipment placement, and the suitability of the premises for user movement and computer-based work. Personnel characteristics refer to the basic knowledge, communication ability, and service discipline needed to assist users effectively.

What this means in practical use

Internet houses are designed for access services, computer use, and simple online tasks, so the environment and the operating model cannot be separated. User experience is closely tied to the order of the workspace, the accessibility of equipment, the staff’s ability to guide users, and the consistency of service delivery. TS 12788 provides the general framework for this service type and links minimum order and competence expectations to the internet house business model.