Automation in Service Delivery is on the agenda for every city administration, however with close to 7000 urban centres in a country like India, the Service Provision Mechanism is at different levels of maturity across these centres. Further, the components of the Service Delivery mechanism vary from state to state, driving the need for harmony in the overall approach to service delivery.
This book is an attempt to evolve a best-fit ‘Process Framework’ which shall aid various stakeholders involved in the Service Delivery Mechanism including subject matter experts, service automation designers, administrators and students of urban planning / management, to derive a roadmap for their respective plans for designing and enhancing service provisions.
The book outlines a ‘Lifecycle Approach’ to Service Delivery as a whole, with grouping of activities in each phase of the Lifecycle, leading to a set of processes in each phase. The whole set of such processes is amalgamated into an overall framework with an end-to-end view of the Service Lifecycle. The book also provides an illustration on the fitment of these processes into existing administrative structures, thereby delineating the roles and responsibilities which the existing resources within current setup need to adopt for successful rollout of the framework.
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Book Details
Imprint
Notion Press
Contributors
Author Info
Praful Gharpure is an Architect – Urban Planner working in the industry for over 25 years. He has been associated with projects in the field of Architecture, Planning, Management Consultancy and IT Service Delivery.
Praful holds a Bachelor’s degree in Architecture from VRCE Nagpur and Master’s degree in Urban Planning from CEPT University Ahmedabad. He also received his PhD in Urban Service Delivery from CEPT University Ahmedabad.
Praful is an IGBC – Accredited Professional and he also holds certifications on Project Management Professional (PMP) from PMI – USA and Six Sigma Black Belt Certification from ASQ – USA.
Praful Gharpure has been into research in Service Delivery out of his own interest. He has authored 25+ papers on topics covering fields of Architecture, Planning and Service Management, which have been published in leading business magazines and conference proceedings. This book amalgamates the thoughts from his writings and the research in the field.
Currently Praful works as a Senior Consultant at Tata Consultancy Services.