Page 154 - DMGT510_SERVICES_MARKETING

Unit 8: Market Positioning and Blueprinting in Services

Examples of Soft Service Standards are: Notes

 Safety
Convenience

Cleanliness

Availability

Consistency

Hospitality

Credibility

Waiting Time, Transaction Time

Accuracy of Transaction

Friendly Personnel

Knowledgeable Personnel

Helpful Personnel

Costs

Value Received



Caselet Blueprint for e-Seva

n yet another significant stride towards developing an integrated information
technology and communication backbone for e-Governance, the Andhra Pradesh
IGovernment has drawn up a blueprint and has embarked on a mission to create a
State-wide grid that meets the requirements of the Government in the convergence era
handling voice, data and video communication.
The State Government had enlisted the services of consultants PricewaterhouseCoopers
to assist it to develop an integrated IT architecture as also draw up a security infrastructure
for various e-governance applications cutting across departments in the State. Following
this initiative, the State had identified several projects for development and these are
gradually being integrated.

Since each of the projects has been developed independently, the Government has drawn
up a blueprint that is aimed at facilitating an integrated development of the entire IT&C
backbone and infrastructure in the State.

The State Government had initiated and conducted a research on various aspects of
e-governance over the last few years through implementation of a few pilot projects and
through external consultancies. The concepts and models developed in the process have
been mapped. Following this, a big picture has been charted out. This picture incorporates
core e-governance applications, data centre, group applications; delivery channels while
covering various State verticals as also integrated security architecture.
To support the Government initiatives and to provide an enabling environment, the
Government recently announced an integrated ICT Policy for the year 2002-2005, the first
by a State in the county to initiate such a policy framework, which builds on the earlier IT
policy.
Contd...

LOVELY PROFESSIONAL UNIVERSITY 149