CONTENTS
Undertaking ii
Certificate iii
Acknowledgments iv
Abstract v
Table of Contents vii
List of Figures xiv
List of Tables xvii
List of Abbreviations xviii
1 Background and Intent of Study 1
1.1 Introduction 1
1.2 Service Delivery in India 1
1.2.1 Service Delivery Parameters 3
1.2.2 Defining Service & Customer 3
1.2.3 Customer Information and Validations 4
1.2.4 Cycle Time 5
1.3 Research Structure 6
1.3.1 Research Objectives 7
1.3.2 Research Question 8
1.3.3 Research Hypothesis 8
1.3.4 Research Boundaries 8
1.4 Outline of Report 8
2 Research Approach and Methodology 10
2.1 Research Approach – Setting the Context 10
2.2 Methodology Formulation 11
2.2.1 Concept of Traceability 12
2.3 Methodology 13
2.4 Connect Phase14
2.5 Collect Phase 14
2.5.1 Literature Review 14
2.5.2 Information Sources for Process Analysis 15
2.6 Collaborate Phase 15
2.7 Create Phase 16
3 Literature Review 17
3.1 Approach toward Literature Review 17
3.2 Service Delivery – Setting Context 18
3.3 Service Delivery Approach 19
3.3.1 Service Delivery Approach - Australia 19
3.3.2 Service Delivery Approach - Canada 23
3.3.3 Service Delivery Approach – United Kingdom (UK) 25
3.3.4 Summary of international service delivery approaches 26
3.4 Service Delivery Initiatives in India 27
3.4.1 Service Delivery Structure under Ongoing Initiatives 28
3.4.2 Service Delivery Initiatives 29
3.4.3 Lifecycle of Electronic Service-delivery Initiatives 30
3.5 Service Delivery linked with Infrastructure and Information in India 30
3.5.1 Delhi Geospatial Project 30
3.5.2 Service Delivery Program at Pimpri Chinchwad. 35
3.5.3 G2C Service Delivery Initiatives at State Level 36
3.5.4 ULB Integration Projects 37
3.6 Service Delivery Process-automation-initiative Outcomes 38
3.6.1 Assessment Reports on Service Delivery Initiatives 39
3.7 Maturity Models in Urban Service Delivery 40
3.8 Other Notable Initiatives 42
3.8.1 Citizen Report Card - Bangalore 42
3.8.2 Collaborations with Industry 42
3.8.3 Models like Bangalore One 43
3.8.4 Social Audits for Public Service 43
3.8.5 Studies on Benefits Derived from IT-driven Services 45
3.9 Open Government Data Platform India 47
3.10 Municipal Asset Management 48
3.10.1 Asset Inventory and Service Delivery 49
3.10.2 Asset Management Manual – Government of Andhra Pradesh 50
3.10.3 Asset Management System – City of Cambridge 52
3.10.4 Helpdesk based Infrastructure Support 53
3.11 Documentation of Best Practices 53
3.12 Inferences from Literature Review 54
4 Service Management – Case Study of Frameworks used in IT 55
4.1 Service Management – Setting the Context 55
4.2 Service Management in IT Service Delivery 55
4.3 ITIL 57
4.3.1 ITIL Framework 58
4.3.2 Service Lifecycle Phases 60
4.3.3 Service Lifecycle Phases - Service Strategy 61
4.3.4 Service Lifecycle Phases – Service Design 63
4.3.5 Service Lifecycle Phases – Service Transition 66
4.3.6 Service Lifecycle Phases – Service Operations 68
4.3.7 Service Life Cycle Phases – Continual Improvement 70
4.4 Summarizing the Service Lifecycle Phases 72
4.5 Service Linkage with Asset Management 73
4.5.1 Release Management and CMDB 75
4.6 Harmony Amongst ITIL and IT-based Service-Delivery Processes 77
4.7 Service Delivery & ITIL 78
4.8 Benefits of ITIL 79
4.9 Exploring Synergy for Urban Services 80
5 Urban Service Delivery – Process Analysis 81
5.1 Urban Service Delivery 81
5.2 Urban Service Lifecycle 82
5.3 National-level Initiatives for Urban Service Provision 83
5.4 Urban Service Provision - Analysis from Process Standpoint 86
5.4.1 Building Permissions 86
5.4.2 Water Supply 88
5.4.3 Electricity Supply 91
5.4.4 Solid-waste Disposal 93
5.4.5 Comparative Analysis of the Four Key Urban Processes 95
5.4.6 Exploring Service Delivery Process Harmony 96
5.5 Other High-volume Services 97
5.5.1 Document Registration Process 97
5.5.2 Issuance of Certificates 99
5.6 Process Analysis 99
5.6.1 COPIS Analysis 99
5.6.2 Process Cycle-time Analysis 100
5.6.3 Failure Modes and Effect Analysis 103
5.6.4 Cycle-time Reduction – Registration Process at IGR 106
5.6.5 Initiatives to Bridge Gaps 110
5.7 Inferences from Process Analysis 111
5.8 Study of Best Practices 112
5.8.1 City Information Database – Case of Surat City 113
5.8.2 Service Catalogue – Case Study of PCMC 114
5.8.3 Combining Infrastructure Changes - Delhi Geospatial Ltd 115
5.8.4 Best Practices documentation Program 117
5.8.5 Service-delivery-parameter Variations 119
5.9 Process-information Linkages 121
5.10 Analysis of Service Parameters using Quality Function Deployment 124
5.11 Summary of Analysis 125
6 Urban Service Delivery and Management Framework 127
6.1 Inputs from Process Analysis Findings 127
6.2 Urban Service Management Components 129
6.2.1 Establishing a Single Point of Contact (SPOC) 130
6.2.2 Evolving a Service Catalogue 130
6.2.3 Evolving CIDB 132
6.2.4 Central Information Repository Linkage to CIDB 134
6.3 Converging Citizen Information 137
6.4 Service Delivery Mechanism as part of USMF 139
6.4.1 The Central Service Helpdesk 140
6.4.2 Service Request Management 143
6.4.3 Service Issue Management 143
6.4.4 Infrastructure Change Management 146
6.4.5 Works Release Management 148
6.4.6 Availability, Continuity and Service Level Management 149
6.4.7 Service Capacity and Demand Management 150
6.4.8 Financial Management 151
6.5 Mapping Service Provision to USMF 151
7 Conclusions and Way Forward 156
7.1 Empirical Findings 156
7.2 Assessment of Environment for Integrating the Framework 160
7.2.1 USMF Alignment to Existing Procedures 161
7.2.2 USMF Alignment to Recognized Best Practices 163
7.2.3 USMF Alignment to Existing Service Parameters 165
7.3 Institutional Setup for USMF 167
7.3.1 Integration of Framework in Municipal Structure 167
7.3.2 Municipal Structure – Case of Nagpur 168
7.3.3 USMF Roles 170
7.3.4 Mapping USMF Roles to Municipal Organizational Structure 170
7.4 Synthesis 173
7.5 Research Implications 175
7.6 Policy Implications 177
7.6.1 USMF as Input to Ongoing Initiatives. 177
7.6.2 USMF as tool for Capacity Building 178
7.7 Avenues for Future Studies 178
7.8 Conclusion 179
8 Works Cited 180
Annexure 1: e-Municipality Services Variation 184
Annexure 2: e-District Services Variation 185
Annexure 3: e-Panchayat Services Variation 186
Annexure 4: Information Linkages – 75 Services 188
Annexure 5: Service Delivery Parameter Assessment 191
Annexure 6: PCMC Service Catalogue 192
Annexure 7: Process Framework Fitment Illustration 198
Annexure 8: List of research related papers published 199
Annexure 9: CIDB Fitment Illustration 201
Annexure 10: Service Provision – USMF way 203
Annexure 11: Service issue management – USMF way 204
Annexure 12: Documents referred for additional information 205