Process framework for G2C service delivery exploring synergy amongst service delivery models (Softcopy is also available) (Record no. 48914)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 07480nam a22001577a 4500 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | Ph.D. TH-0063 |
| Item number | GHA |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Gharpure, Praful (DP3011) |
| 245 ## - TITLE STATEMENT | |
| Title | Process framework for G2C service delivery exploring synergy amongst service delivery models (Softcopy is also available) |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Date of publication, distribution, etc | 2017 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxi,210p. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | CONTENTS<br/>Undertaking ii<br/>Certificate iii<br/>Acknowledgments iv<br/>Abstract v<br/>Table of Contents vii<br/>List of Figures xiv<br/>List of Tables xvii<br/>List of Abbreviations xviii<br/>1 Background and Intent of Study 1<br/>1.1 Introduction 1<br/>1.2 Service Delivery in India 1<br/>1.2.1 Service Delivery Parameters 3<br/>1.2.2 Defining Service & Customer 3<br/>1.2.3 Customer Information and Validations 4<br/>1.2.4 Cycle Time 5<br/>1.3 Research Structure 6<br/>1.3.1 Research Objectives 7<br/>1.3.2 Research Question 8<br/>1.3.3 Research Hypothesis 8<br/>1.3.4 Research Boundaries 8<br/>1.4 Outline of Report 8<br/>2 Research Approach and Methodology 10<br/>2.1 Research Approach – Setting the Context 10<br/>2.2 Methodology Formulation 11<br/>2.2.1 Concept of Traceability 12<br/>2.3 Methodology 13<br/>2.4 Connect Phase14<br/>2.5 Collect Phase 14<br/>2.5.1 Literature Review 14<br/>2.5.2 Information Sources for Process Analysis 15<br/>2.6 Collaborate Phase 15<br/>2.7 Create Phase 16<br/>3 Literature Review 17<br/>3.1 Approach toward Literature Review 17<br/>3.2 Service Delivery – Setting Context 18<br/>3.3 Service Delivery Approach 19<br/>3.3.1 Service Delivery Approach - Australia 19<br/>3.3.2 Service Delivery Approach - Canada 23<br/>3.3.3 Service Delivery Approach – United Kingdom (UK) 25<br/>3.3.4 Summary of international service delivery approaches 26<br/>3.4 Service Delivery Initiatives in India 27<br/>3.4.1 Service Delivery Structure under Ongoing Initiatives 28<br/>3.4.2 Service Delivery Initiatives 29<br/>3.4.3 Lifecycle of Electronic Service-delivery Initiatives 30<br/>3.5 Service Delivery linked with Infrastructure and Information in India 30<br/>3.5.1 Delhi Geospatial Project 30<br/>3.5.2 Service Delivery Program at Pimpri Chinchwad. 35<br/>3.5.3 G2C Service Delivery Initiatives at State Level 36<br/>3.5.4 ULB Integration Projects 37<br/>3.6 Service Delivery Process-automation-initiative Outcomes 38<br/>3.6.1 Assessment Reports on Service Delivery Initiatives 39<br/>3.7 Maturity Models in Urban Service Delivery 40<br/>3.8 Other Notable Initiatives 42<br/>3.8.1 Citizen Report Card - Bangalore 42<br/>3.8.2 Collaborations with Industry 42<br/>3.8.3 Models like Bangalore One 43<br/>3.8.4 Social Audits for Public Service 43<br/>3.8.5 Studies on Benefits Derived from IT-driven Services 45<br/>3.9 Open Government Data Platform India 47<br/>3.10 Municipal Asset Management 48<br/>3.10.1 Asset Inventory and Service Delivery 49<br/>3.10.2 Asset Management Manual – Government of Andhra Pradesh 50<br/>3.10.3 Asset Management System – City of Cambridge 52<br/>3.10.4 Helpdesk based Infrastructure Support 53<br/>3.11 Documentation of Best Practices 53<br/>3.12 Inferences from Literature Review 54<br/>4 Service Management – Case Study of Frameworks used in IT 55<br/>4.1 Service Management – Setting the Context 55<br/>4.2 Service Management in IT Service Delivery 55<br/>4.3 ITIL 57<br/>4.3.1 ITIL Framework 58<br/>4.3.2 Service Lifecycle Phases 60<br/>4.3.3 Service Lifecycle Phases - Service Strategy 61<br/>4.3.4 Service Lifecycle Phases – Service Design 63<br/>4.3.5 Service Lifecycle Phases – Service Transition 66<br/>4.3.6 Service Lifecycle Phases – Service Operations 68<br/>4.3.7 Service Life Cycle Phases – Continual Improvement 70<br/>4.4 Summarizing the Service Lifecycle Phases 72<br/>4.5 Service Linkage with Asset Management 73<br/>4.5.1 Release Management and CMDB 75<br/>4.6 Harmony Amongst ITIL and IT-based Service-Delivery Processes 77<br/>4.7 Service Delivery & ITIL 78<br/>4.8 Benefits of ITIL 79<br/>4.9 Exploring Synergy for Urban Services 80<br/>5 Urban Service Delivery – Process Analysis 81<br/>5.1 Urban Service Delivery 81<br/>5.2 Urban Service Lifecycle 82<br/>5.3 National-level Initiatives for Urban Service Provision 83<br/>5.4 Urban Service Provision - Analysis from Process Standpoint 86<br/>5.4.1 Building Permissions 86<br/>5.4.2 Water Supply 88<br/>5.4.3 Electricity Supply 91<br/>5.4.4 Solid-waste Disposal 93<br/>5.4.5 Comparative Analysis of the Four Key Urban Processes 95<br/>5.4.6 Exploring Service Delivery Process Harmony 96<br/>5.5 Other High-volume Services 97<br/>5.5.1 Document Registration Process 97<br/>5.5.2 Issuance of Certificates 99<br/>5.6 Process Analysis 99<br/>5.6.1 COPIS Analysis 99<br/>5.6.2 Process Cycle-time Analysis 100<br/>5.6.3 Failure Modes and Effect Analysis 103<br/>5.6.4 Cycle-time Reduction – Registration Process at IGR 106<br/>5.6.5 Initiatives to Bridge Gaps 110<br/>5.7 Inferences from Process Analysis 111<br/>5.8 Study of Best Practices 112<br/>5.8.1 City Information Database – Case of Surat City 113<br/>5.8.2 Service Catalogue – Case Study of PCMC 114<br/>5.8.3 Combining Infrastructure Changes - Delhi Geospatial Ltd 115<br/>5.8.4 Best Practices documentation Program 117<br/>5.8.5 Service-delivery-parameter Variations 119<br/>5.9 Process-information Linkages 121<br/>5.10 Analysis of Service Parameters using Quality Function Deployment 124<br/>5.11 Summary of Analysis 125<br/>6 Urban Service Delivery and Management Framework 127<br/>6.1 Inputs from Process Analysis Findings 127<br/>6.2 Urban Service Management Components 129<br/>6.2.1 Establishing a Single Point of Contact (SPOC) 130<br/>6.2.2 Evolving a Service Catalogue 130<br/>6.2.3 Evolving CIDB 132<br/>6.2.4 Central Information Repository Linkage to CIDB 134<br/>6.3 Converging Citizen Information 137<br/>6.4 Service Delivery Mechanism as part of USMF 139<br/>6.4.1 The Central Service Helpdesk 140<br/>6.4.2 Service Request Management 143<br/>6.4.3 Service Issue Management 143<br/>6.4.4 Infrastructure Change Management 146<br/>6.4.5 Works Release Management 148<br/>6.4.6 Availability, Continuity and Service Level Management 149<br/>6.4.7 Service Capacity and Demand Management 150<br/>6.4.8 Financial Management 151<br/>6.5 Mapping Service Provision to USMF 151<br/>7 Conclusions and Way Forward 156<br/>7.1 Empirical Findings 156<br/>7.2 Assessment of Environment for Integrating the Framework 160<br/>7.2.1 USMF Alignment to Existing Procedures 161<br/>7.2.2 USMF Alignment to Recognized Best Practices 163<br/>7.2.3 USMF Alignment to Existing Service Parameters 165<br/>7.3 Institutional Setup for USMF 167<br/>7.3.1 Integration of Framework in Municipal Structure 167<br/>7.3.2 Municipal Structure – Case of Nagpur 168<br/>7.3.3 USMF Roles 170<br/>7.3.4 Mapping USMF Roles to Municipal Organizational Structure 170<br/>7.4 Synthesis 173<br/>7.5 Research Implications 175<br/>7.6 Policy Implications 177<br/>7.6.1 USMF as Input to Ongoing Initiatives. 177<br/>7.6.2 USMF as tool for Capacity Building 178<br/>7.7 Avenues for Future Studies 178<br/>7.8 Conclusion 179<br/>8 Works Cited 180<br/>Annexure 1: e-Municipality Services Variation 184<br/>Annexure 2: e-District Services Variation 185<br/>Annexure 3: e-Panchayat Services Variation 186<br/>Annexure 4: Information Linkages – 75 Services 188<br/>Annexure 5: Service Delivery Parameter Assessment 191<br/>Annexure 6: PCMC Service Catalogue 192<br/>Annexure 7: Process Framework Fitment Illustration 198<br/>Annexure 8: List of research related papers published 199<br/>Annexure 9: CIDB Fitment Illustration 201<br/>Annexure 10: Service Provision – USMF way 203<br/>Annexure 11: Service issue management – USMF way 204<br/>Annexure 12: Documents referred for additional information 205<br/> |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Landge, Shirang (Guide) |
| 890 ## - Country | |
| Country | India |
| 891 ## - Topic | |
| Topic | Doctoral programme (Ph.D.), CEPT Uni. |
| 891 ## - Topic | |
| Topic | 2011 Batch |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Withdrawn status | Home library | Current library | Date acquired | Source of acquisition | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
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| Dewey Decimal Classification | Doctoral Programs | CEPT Library | CEPT Library | 14/03/2018 | CEPT University | Ph.D. TH-0063 GHA | 018851 | 14/03/2018 | 14/03/2018 | Thesis |