Service Design in Telecom, Electricity and Governance for BOP MEs - PowerPoint PPT Presentation

Service Design in Telecom, Electricity and Governance for BOP MEs

Governance

Experience Maps Architecture of Space Types of Services Motivation for Registration Points of Contact Modes of Interaction Artifacts Tools & ICT Usage by SP Voice and Exit

Experience Map - Dhaka

Experience Map – Dhaka (contd.)

Experience Map – Colombo

Experience Map – Colombo (contd.)

Experience Map – Colombo (contd.)

Experience Map – Patna

Experience Map – Patna (contd.)

Experience Map - Delhi

Experience Map – Delhi (contd.)

Architecture of space

Layout • At the counters it was observed that transactions • All offices observed had interactions segregated were clustered together for adequate crowd across different floors, with higher officials management working from the higher floors. - Delhi – submission of documents for new - Higher officials do not have to handle walk in license, license renewals, birth certificate, death enquiries due to the space segregation certificate • A centralized payment system was observed in all - Patna – labor registration, incorporation of locations. Officers at the other counters handled company, change in directors enquiries and paperwork related transactions

Use of space • Heavy use of paperwork was a dominant theme in • Dhaka, Colombo and Patna had dedicated the transactions observed. Storage space was counters for business registrations/ trade license. therefore a common constraint observed. However no distinctions are made between a big and a small business. - A separate storage space was provided in Colombo for the same - At present these counters handle walk in enquiries, form preparation and form - Overflowing cupboards were observed in Delhi, submission Dhaka and Patna

Seating Space for Customers Customers queuing up in Dhaka Service Provider counter in Delhi Customer service desk in Patna • It was observed that no • A common seating area was • In all locations, adequate dedicated waiting areas were provided for walk in customers seating space was not provided in Patna and Dhaka. in Delhi and Colombo. provided at the counter of the However these are not in the service provider • Customers preferred to crowd immediate vicinity of the – This ensures that around the counters to get the specific counters attention of the service customers do not linger provider around after their work is done

Types of Services

Services Provided • Business registration is done • Services like 'trade license' • Naptol Vibhaag was found in in Delhi, Colombo and Patna was found only in Dhaka and Delhi and Patna Delhi • Business registration is not • Checks if weighing machines important for all kinds of are working properly businesses, especially businesses which do not require labours

Services Provided • Issuing of Voter ID Card is something which most of the service providers handled - Delhi, Dhaka and Patna. • Aadhar card service was found in Delhi and Patna, which shows that this is specifically applicable to India only. • Housing tax service was found in all the locations - Delhi, Dhaka, Patna (this is called nagar nigam in Patna) and Colombo • Other than all these, Delhi service centers also handled services related to birth and death certificates

Motivation for Registration

Motivation behind registration Associations that consumers When does an ME think about Factors encouraging/inhibiting have about registration/ registering or getting a trade business registrations/ licensing license? licensing • In Dhaka, Delhi and Patna • In certain situations • Certain reasons are registration/ licensing is registration is not perceived as considered to be important primarily associated with a choice, since it is a incentives for getting a government taxation. MEs do government directive business registration/ license not want to register or get a – Dhaka, all businesses have – It enhances the possibility license unless it is forced upon to have a trade license of getting a business loan in them Dhaka and Colombo – Colombo - registration for – However in Colombo it is a beautician is mandatory primarily associated with – Patna – running a medical the concept of getting a shop mandates registration • Perceived ease in the process business loan – In Colombo and Dhaka, • When registration is optional, business registration/ trade • Expectations from registration financial stability and licensing is considered to – Customers do not have any continuation of business are be a simple process expectations of service seen as crucial pre requisites – In Delhi and Patna from the government in lieu for registration registration is considered to of registration – Delhi, Patna - It is be a hassle in Delhi. – In Delhi and Patna, perceived as a luxury to be customers do not perceive afforded only by big • The thought of having to pay a an additional benefits to be businesses bribe for registration is a strong accrued from the – In Colombo, customers inhibiter due to the paperwork registration process prefer running a business involved - Delhi, Patna for some time before registering the same

Points of Contact

First Point of Contact Consumer interacting with the SP ME interacting with his friends Ward Officer in Patna • MEs have the Ward Officer/ • The first point of contact is the • MEs can also contact their Commissioner for enquiry SP for enquiry and after neighbours and friends for about obtaining a Voter ID enquiry when all documents enquiry about registration and – Patna, Dhaka need to be submitted licensing – All locations – Dhaka, Patna • MEs also go to the Ward Commissioner or Gram Niladharifor enquiring about obtaining Trade License – Dhaka, Colombo

Vital Points of Contact SP being the point of contact Ward Officer/ Commissioner Shop rented by the ME • The Ward Officer/ • The SP is a vital point of • If the location is rented then Commissioner is a vital point contact as the ME needs to the landlord is also a vital point of contact as the information get in touch with him of contact to obtain the about Holding number, Ward frequently to get their work required documents number is obtained from him done – All locations – Patna, Dhaka – All locations • The Gram Niladhari is the vital point of contact for approvals – Colombo

Modes of Interaction

Human - Human Interaction • The most common mode of Interaction was face to face interaction with the SPs in the Government office or an intermediary • The MEs approached them in person for enquiry about the process, to get help in filling the application and preparing the document, to submit application form and to collect the trade license and pay the renewal fee. This was found in Dhaka, Delhi and Colombo • Consumers receive a letter of discrepancy by post in Delhi and Patna. Sometimes the trade license as well is sent by post in Delhi, all the others are done by the ME visiting the office in person • Complaints are also done directly to the SP sitting at the office in all the locations • The MEs find this kind of interaction to be more speedy and trusty • There are also issues of crowd management, long waiting times for the MEs and time spent on visiting the office in person

Human - Machine - Human Interaction • The human -machine -human interaction in government services in found for very few services where the MEs call the SP’s mobile phone of land number for enquiry about the process of getting a new license or renewal - This can be found in Delhi and Dhaka • Sometimes the MEs are provided with the office number, where they call and enquire the process for new license and registration - This was found in Delhi • The SPs at the office or the intermediary used the internet to download form and give it to the customers. - This was found in Delhi • The use of computers and phone improved the efficiency of the SP. Although this was not found essential

Human - Machine Interaction • This type of interaction was available for customers in Delhi who wanted to apply for trade licenses online. They could fill the form and download the filled form from the internet and submit it in the office. Although this was not commonly used by the MEs • Some customers filed RTIs online, for which reply/information was provided by the SP through the internet • The Delhi municipal office is making a lot of effort to make the licensing and registration through the internet Online application form at Delhi

Artifacts

Trade License and Business Registration Business Registration Trade License Chalan for no Registration/ License • A "chalan" is given to the ME • A trade license is required for • A business registration needs who does not have a license MEs to conduct their business to be done to register the and registration. A chalan is a name of the business – All locations receipt for the fine the ME has – Colombo, Delhi • No separate Business to pay for not having a Trade • A registration needs to be License registration is needed for the – Delhi consumer to conduct their done by businesses that are to business employ labour – Dhaka – Patna