"It was a wonderful experience interacting with you and appreciate the way you have planned and executed the whole publication process within the agreed timelines.”
Subrat SaurabhAuthor of Kuch Woh Pal
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 a 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 illustrates the fitment of these processes into existing administrative structures, thereby delineating the roles and responsibilities that the existing resources within the current setup need to adopt for a successful rollout of the framework.
Dr Praful Gharpure
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 services delivery.
Praful holds a bachelor’s degree in architecture from VRCE Nagpur and a master’s degree in urban planning from CEPT University, Ahmedabad. He also received his PhD in urban service delivery from CEPT University.
Praful is an IGBC-accredited professional and holds certifications in project management professional (PMP) from PMI (USA) and six sigma black belt 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 his research in the field.
Currently, Praful works as a senior consultant at Tata Consultancy Services.
