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

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

• All offices observed had interactions segregated

across different floors, with higher officials working from the higher floors.

• Higher officials do not have to handle walk in

enquiries due to the space segregation

• A centralized payment system was observed in all
• locations. Officers at the other counters handled

enquiries and paperwork related transactions

• At the counters it was observed that transactions

were clustered together for adequate crowd management

• Delhi – submission of documents for new

license, license renewals, birth certificate, death certificate

• Patna – labor registration, incorporation of

company, change in directors

Use of space

• Dhaka, Colombo and Patna had dedicated

counters for business registrations/ trade license. However no distinctions are made between a big and a small business.

• At present these counters handle walk in

enquiries, form preparation and form submission

• Heavy use of paperwork was a dominant theme in

the transactions observed. Storage space was therefore a common constraint observed.

• A separate storage space was provided in

Colombo for the same

• Overflowing cupboards were observed in Delhi,

Dhaka and Patna

Seating Space for Customers

• It was observed that no

dedicated waiting areas were provided in Patna and Dhaka.

• Customers preferred to crowd

around the counters to get the attention of the service provider

• A common seating area was

provided for walk in customers in Delhi and Colombo. However these are not in the immediate vicinity of the specific counters

• In all locations, adequate

seating space was not provided at the counter of the service provider – This ensures that customers do not linger around after their work is done

Customers queuing up in Dhaka Service Provider counter in Delhi Customer service desk in Patna

Types of Services

Services Provided

• Business registration is done

in Delhi, Colombo and Patna

• Business registration is not

important for all kinds of businesses, especially businesses which do not require labours

• Services like 'trade license'

was found only in Dhaka and Delhi

• Naptol Vibhaag was found in

Delhi and Patna

• Checks if weighing machines

are working properly

Services Provided

• Issuing of Voter ID Card is something which most
• f 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 have about registration/ licensing

• In Dhaka, Delhi and Patna

registration/ licensing is primarily associated with government taxation. MEs do not want to register or get a license unless it is forced upon them – However in Colombo it is primarily associated with the concept of getting a business loan

• Expectations from registration

– Customers do not have any expectations of service from the government in lieu

• f registration

– In Delhi and Patna, customers do not perceive an additional benefits to be accrued from the registration process When does an ME think about registering or getting a trade license?

• In certain situations

registration is not perceived as a choice, since it is a government directive – Dhaka, all businesses have to have a trade license – Colombo - registration for a beautician is mandatory – Patna – running a medical shop mandates registration

• When registration is optional,

financial stability and continuation of business are seen as crucial pre requisites for registration – Delhi, Patna - It is perceived as a luxury to be afforded only by big businesses – In Colombo, customers prefer running a business for some time before registering the same Factors encouraging/inhibiting business registrations/ licensing

• Certain reasons are

considered to be important incentives for getting a business registration/ license – It enhances the possibility

• f getting a business loan in

Dhaka and Colombo

• Perceived ease in the process

– In Colombo and Dhaka, business registration/ trade licensing is considered to be a simple process – In Delhi and Patna registration is considered to be a hassle in Delhi.

• The thought of having to pay a

bribe for registration is a strong inhibiter due to the paperwork involved - Delhi, Patna

Points of Contact

First Point of Contact

• The first point of contact is the

SP for enquiry and after enquiry when all documents need to be submitted – All locations

• MEs can also contact their

neighbours and friends for enquiry about registration and licensing – Dhaka, Patna

• MEs have the Ward Officer/

Commissioner for enquiry about obtaining a Voter ID – Patna, Dhaka

• MEs also go to the Ward

Commissioner or Gram Niladharifor enquiring about

• btaining Trade License

– Dhaka, Colombo

Consumer interacting with the SP ME interacting with his friends Ward Officer in Patna

Vital Points of Contact

• The SP is a vital point of

contact as the ME needs to get in touch with him frequently to get their work done – All locations

• The Ward Officer/

Commissioner is a vital point

• f contact as the information

about Holding number, Ward number is obtained from him – Patna, Dhaka

• The Gram Niladhari is the vital

point of contact for approvals – Colombo

• If the location is rented then

the landlord is also a vital point

• f contact to obtain the

required documents – All locations

SP being the point of contact Ward Officer/ Commissioner Shop rented by the ME

Modes of Interaction

Human - Human Interaction

• The most common mode of Interaction was face

to face interaction with the SPs in the Government

• ffice 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

• A trade license is required for

MEs to conduct their business – All locations

• No separate Business

registration is needed for the consumer to conduct their business – Dhaka

• A business registration needs

to be done to register the name of the business – Colombo, Delhi

• A registration needs to be

done by businesses that are to employ labour – Patna

• A "chalan" is given to the ME

who does not have a license and registration. A chalan is a receipt for the fine the ME has to pay for not having a Trade License – Delhi

Trade License Business Registration Chalan for no Registration/ License

Documents for Licensing/ Registration

• The proof of address is to be

provided while obtaining a trade license. It could be an Affidavit, a letter or the electricity bill in addition to the rent agreement or Holding number – All locations

• A site plan and a key plan has

to be submitted which needs to be made by a registered architect

• An indemnity bond also needs

to be submitted with other documents – Delhi

• The ID proof needs to be

submitted along with the form and photographs for a license

• r registration

– All locations

• A commissional certificate has

to be submitted along with ID proof – Dhaka

Format of the Affidavit for proof of address and type of business Site plan and Key plan ID proof

Forms to be filled

• Application form for Trade
• License. The form is in English

and is difficult for the ME to understand

• The form is available for INR
• 250. It is the last page of the

brochure – Delhi

• Application form for the Trade
• License. The form is in the

local language Bengali as well as in English which is easy for the ME to comprehend

• It is available for Tk. 10

– Dhaka

• It is available at the court for

INR 50 in Patna

• Application for a Business

Registration which is in three languages- Singhala, Tamil and English which is again convenient for the ME – Colombo

Application form for License for Trade Application form for Trade License Application for Business Registration

Renewal of License

• The trade License Booklet and

the Chalan Booklet needs to be shown for renewal – Dhaka

• Trade License is not usually

found with the MEs – Delhi, Colombo, Patna

• A copy of the Trade License

needs to be provided for renewal – Delhi

• Copies of the Registration

receipt and the payment receipt for renewal from the previous year needs to submitted for renewal – Delhi

Renewal of Trade License Copy of Trade License for renewal Documents for License renewal

Tools and ICT Usage

Data Management and Inquiries

• Used mainly for data storage

and management, internal communication and communication with the public

• Information is put in the

computer only after registration – Found in Delhi – In Dhaka, slowly creating data-base in computers – In Colombo, compuetrs used only to take print-outs

• Manual data management is

done – All locations

• Problem with this is that if in

case the license or any other document is lost, then they have to search every document manually. In most cases, the applications did not have any numbers too

• Telephone was used to

respond to the queries of the customers – Dhaka and Delhi

Computers Manual Telephone

Voice and Exit