Contents
Foreword i
Word from Mentor ii
Word from Contemporaries iii
Preface iv
Acknowledgement v
Chapter Outline vi
List of Figures viii
List of Tables xii
List of Annexures xiii
List of Abbreviations xiv
1. Introduction 01
1.1 About End-User Requirements 01
1.2 Defining a "Agile" or 'Smart Service" 02
1.3 Defining Agility / Smart requirements for City - 03
Services
1.4 Need for Uniform Approach towards City 05
Services
1.5 Avenues towards Service Agility 05
2. Urban Services - Setting Context 07
2.1 Background 07
2.2 Defining Service 10
2.3 Need for Smart (Agile) Services 11
2.4 Service Types 11
2.5 Macro Map for Service 14
2.6 Concept of Traceability 15
2.7 Automation in Service Delivery - Current 16
Scenario
2.8 Service Delivery Cycle time 17
2.9 Information Linkages 18
2.10 Service Lifecycle 19
2.11 Framework Approach - Value proposition 21
2.12 Framework Objectives 22
2.13 Service Lifecycle Phases 22
3. Conceptualising Service - Concept Phase 24
3.1 Introduction 24
3.2 Dimensions of Service Provision 26
3.3 Service Catalogue / Menu card 27
3.4 Common Request point - The Service Helpdesk 27
3.5 Variants in Service Concepts 28
3.5.1 Requests for Existing Service 28
3.5.2 Requests for New Service 29
3.6 Service Catalogue Management 30
3.6.1 Developing Service Catalogue 32
3.6.2 Coverage of Services in Catalogue 34
3.7 Service Desk Constitution 37
3.8 Building Traceability Matrix 40
3.8.1 Service Catalogue Traceability Matrix 41
3.8.2 Service Desk Traceability Matrix 42
3.9 Bridging the Data Gaps 43
4. Service Formulation - Collaboration Phase 45
4.1 Introduction 45
4.2 Stakeholder Mapping 45
4.3 Sourcing for Services 47
4.4 C - 0 - P - I - S Diagram 48
4.4.1 Voice of Process (VOP) 50
4.5 Information Management - Evolution of CIDB 54
4.5.1 CIDB Content 57
4.6 Dimensions of Collaboration 60
4.6.1 Information Security Management 60
4.6.2 Resource Control - Sourcing for Service 61
Initiative
4.7 Logical Grouping of Services 65
4.7.1 Physical Infrastructure Services · 66
4.7.2 Transport 67
4.7.3 Water & Waste Water . 67
4.7.4 Power Supply Services . 69
4.7.5 Education 70
4.7.6 Retail Sector 71
4.7.7 Civic Infrastructure Services 72
4.8 Phase Summary 73
4.9 Phase Activity Traceability 74
5. Service Generation - Creation Phase 75
5.1 Introduction 75
5.2 Institutional Setup 77
5.3 Requirement Control 77
5.3.1 Conceptualizing new services 78
5.3.2 Nominal Group Technique 78
5.3.2 .1 VOC Mapping in Retail Services 78
5.3.2.2 VOC Mapping in for Healthcare 79
Services
5.3.2 .3 VOC in Education Sector Service 80
5.4 Requirement Compatibility Assessment - Developing 81
Information Base
5.5 Capacity Management - Service Development / 82
Enhancement Approach
5.5.1 Reference to Standards 85
5.6 Techniques for Service Creation 86
5.6.1 Matrix Assessment 86
5.7 Service Solution Approach 89
5.7.1 How-How? 90
5.7.2 Quality Function Deployment (QFD) 92
5.7 .3 Translating votes to Requirements for. 95
Solutions
5. 7 .3.1 Retail & Commercial Services 95
5.7.3.2 Transport/Automobile Segment 96
5.7.3.3. Pharmaceutical - 97
5.7.3.4 Agriculture 98
5.7.3.5. Insurance 98
5.7.4 Detailed Project Reports (DPRs) 99
5.7.5 Service Creation - Physical Infrastructure 100
Services
5.7.6 Services with potential for IT enablement 101
5.7.7 Summary of the Solution ideation process 102
5.8 Risk Management 103
5.8.1 Failure Modes and Effect Analysis 103
5.8.2 Ranking FMEA Matrix 104
5.9 Supplier 106
5.10 Service Performance Control (SPC) 108
5.10.1 SPC - Services with potential to be IT 108
enabled
5.10.2 SPC- Services for the provision of -· 109
physical infrastructure
5.11 Service Creation Enablers 109
5.12 Financial Control 110
5.13 Summarizing Create Phase 112
5.13 .1 Creating Physical Infrastructure Services 113
5.13 .2 IT Enabled Service Creation 114
5.14 Service Creation for End-user delight 114
6. Service Enabling - Commission Phase 116
6.1 Introduction 116
6.2 Service Continuity Management 117
6.3 Service Commissioning 118
6.3.1 Commissioning Physical Services 118
6.3.2 Commissioning of IT Enabled Services 119
6.4 Testing Prior to Full-scale commissioning 120
6.5 Infrastructure Change Management 121
6.5.1 Change Types 121
6.6 CIDB Updates 122
6.6.1 CIDB Update Illustration 124
6.6.1.1 IT-enabled Service Updated at CIDB 124
6.6.1 .2 Physical Infrastructure Service Updates 125
6.7 Works Package Release Control 127
6.7.1 Work Release Calendar 128
6.8 Service Transition Management 128
6.9 Summarizing Commission Phase 129
7. Service Monitoring - Control Phase 130
7.1 Introduction 130
7.2 Service Issue Management 131
7.3 Infrastructure Change Management 134
7 .4 Process Information Analysis 137
7.4.1 Service Performance Control 137
7.4.1 .1 Performance of Administration 138
7.4.1.2 Benefits of Technology 138
7.4.1.3 Economic Activity in the Area 138
7.4.1.4 People's Participation 138
7.5 MIS reports of Services 139
7.5.1 Social Infrastructure Services 139
7.5.2 Physical Infrastructure Services 140
7.5.2 .1 Roads & Transport 141
7.5.2.2 Water & Waste Water · 142
7.5.2.3 Power Supply&Related Services 143
7.6 Initiatives Serving as Best Practices 144
7.7 Service Information Analysis 144
7.7.1 Utility Services 145
7.7.2 Asset Management Information System · 146
7.7.3 Benchmarking Information · 148
7.8 Summarizing Control Phase 149
8. Service Delivery Process Framework- SDPF · 151
8.1 Introduction 151
8.1.1 Fully Manual Mode 153
8.1.2 Partially automated mode 153
8.1.3 Fully Automated Mode . 153
8.2 Concept Phase 153
8.2.1 Catalogue Control 154
8.2.2 Service I Issue Request Governance 154
8.3 Collaborate Phase 156
8.3.1 Information Control . 155
8.3.2 Resource Control 157
8.3.3 Information Security Control 157
8.3.4 Institutional Setup Formation 157
8.3.5 Financial Control 158
8.4 Create Phase 160
8.4.1 Requirement Control 160
8.4.2 Capacity Assessment 160
8.4.3 Service Performance Control 160
8.4.4 Supplier Control 161
8.4.4.1 Execution Supplier 161
8.4.4.2 Supplier as Consultant 161
8.4.5 Risk Control 161
8.5 Commission Phase 164
8.5.1 Service Commissioning 164
8.5.1.1 Service Continuity Provisions 165
8.5.2 Work Package Control 165
8.5.3 Infrastructure Change Management 165
8.5.4 Transition Control 165
8.6 Control Phase 168
8.6.1 Service Issue Control 168
8.7 CIDB Control 170
8.8 Service Delivery Lifecycle - Framework View - 172
9. Service Management - Institutional Setup 174
9.1 Introduction 174
9.2 Roles associated with Processes 175
9.3 Responsibility Assignment 180
9.3.1 Concept Phase Roles 180
9.3.2 Collaborate Phase Roles 182
9.3.3 Create Phase Roles 184
9.3.4 Commissioning Phase Roles 186
9.3.5 Control Phase Roles 188
9.4 Administrative Structure relation to Service provision 190
9.4.1 Illustration of Structure in current city 190
Administration
9.4.2 Mapping Roles to Municipal Functioning 195
9.5 Key Takeaways 197
9.5.1 USMF for Capacity Building 198
9.5.2 Taking USMF to the next level 198
9.6 Concluding Remarks 198
Bibl iography 199
Annexures 201
Index 212