Documente Academic
Documente Profesional
Documente Cultură
TOPI C:
SUBMITTED TO:
Prof.SATHYA
SUMIT
TED BY:
SRINIVAS .
S (48)
SRINIV
AS .L (49)
SRINIV
ASULU (50)
SERVICE MAKETING
What is service marketing?
“Services include all economic activities whose output is not a physical product or
construction, is generally consumed at the time it is produced, and provides added
Value in forms (such as convenience, amusement, timeliness, comfort or health) that
are essentially intangible concerns of its first purchaser”.
� Variability
Unwanted or random levels of service quality customers receive when they
patronize a firm.Eg.the quality of service will depend on how well the food is
prepared b the cook. Even the same may not prepare the food exactly same way
each time
� Perish ability
Inability of service to be inventoried or stored
Eg.the food is prepared when the customer places the order. Some food may be
cooked in advance, but the actual order is prepared only after it is ordered, it cannot
be inventoried or stored for a later time.
People
all humans who play a role in service delivery and who influence The
perceptions of customers (Zenithal and Bitner, 1996)
Service delivery employees (front-line staff)
The general staff of the service company
the customer
The other customers that are present in the servuction and delivery process
Physical Evidence
The setting where the service is delivered (Zenithal and Bitner,1996)
where the service company and the customer interact
Any tangible components that facilitate performance or communication of the
service
Process
The actual procedure, mechanisms and flow of activities through which a
service is delivered (Zeithaml and Bitner 1986)
The dimensions of a process’s efficiency and effectiveness:
Length:
the number of steps that participants have to follow in order to affect service
delivery.
Duration:
the time that elapses from the first to the last activity of the service delivery
process.
Logistical effectiveness:
the degree of smoothness in the flow of the steps of the service delivery process.
2. Discrete transactions
A) Membership relationship:
�Theatre series subscription
�Football club free season ticket
B) No formal relationship
�Car rental
�Mail service
�Pay phone
�Public transportation
�Restaurant
�Transportation services
� Communication services
� Wholesale and trade
� Retailing
� Financial services (banking, insurance, real estate etc.)
� Tourism services
� Health services
� Auto repair services
� Business services
� Legal services
� Government services
� Education
Government as it is today
• Complex procedures and Hierarchy
• Insulated departments
• Slow response
• Poor G2C interface
• Lack of accountability
• Lack of Transparency
• Lack of Reliability
• Queues every where
Traditional structure of G2C Interface
Information Information
System System
Governme Governmen
nt t
CITIZENS
E-Seva
Why eSeva?
ESeva Objectives
• Citizen services closure to people
• Multiple services under one roof
• System driven delivery of services
• Transparency in delivery of services
• Least physical interface with office staff
• Convenient and extended service hours
• Citizen friendly and comfortable ambience
• Value for Time and Money
The Vision
�6 eSeva centers (with 400 service counters) spread over the Twin Cities
and Ranga Reddy District.
� All service counters are facilitated with an electronic queuing system.
� operating from 8.00 am to 8.00 pm, on all working days and 9.00am to
3.00pm on holidays (Second Saturdays & Sundays).
� 'One-stop-shop' for over 66 G2C and B2C services.
� No jurisdiction limits - any citizen in the twin cities can avail of the
services at any of the 46 eSeva service centres.
� Online services: forms, filing, payments’.
� Payments by cash/cheque/DD/credit card/Internet
Location of eSeva Centers . In Hyderabad
Banjara Hills
Kukatpally
Khairatabad
Saroornagar
Malakpet
Sultan Bazar
Dar-Ul-Shifa
Vanasthalipuuram
Santoshnaga
Paradise
Musheerabad X Roads
Habsiguda
New Nallakunta
Mothinagar
Sanjeeva Reddy Nagar
Jubilee Hills (Andhra Bank)
Ram Nagar
Prakash Nagar (Andhra Bank)
Marredpally
Domalguda
Bahadurpura
Qutubullapur
Greenlands
Malkajgiri (State Bank of Hyderabad)
Vijaynagar Colony
Kushaiguda (State Bank of Hyderabad)
Chikkadpally
Ramanthapur
Alwal
Dilsukhnagar
Tirumalgiri
Yellareddyguda Mint Compund
Meerpet Rethi Bowli (Mehdipatnam)
Snehapuri Colony
Seethaphalmandi
Lalaguda KPHB
HariHara Kalabhavan
Sanathnagar
ESeva Concept:
Customer goes to different departments for
different services…..
E seva System
• Electricity bills
• Water and sewerage bills
• Telephone bills (BSNL & TATA Tele Services)
• Property Tax
• Sales Tax
Certificates
Labour Department
Permits / Licences
Information
Internet Services
B2C Services’
Polices Services
• Payment of Inquest/Panchanama fees 50 Rs.
• Payment for First Information Report 50 Rs.
• Payment for Inquest/Panchanama fees 50 Rs.
• Payment for Post Mortem Report 50Rs.
•
Implementation Model
Revenue Model
ESeva Reach
• Covers all Municipal towns in the state
• 248 centre’s
• 14 State Government Departments
– Electricity, Water Supply, Municipal Services
– Public Transport, Motor vehicle Tax,
– Value Added Tax Returns,
– Land Department
– Civil supply
– Examination applications and results
– Police,
– Labour Department
– Fire Services etc
ESeva Reach
Transactions
• Twin Cities of Hyderabad
– 40,000 Transactions per day
– INR 60 million collection per day
• Municipal towns
– 70,000 Transactions per day
– INR 60 million collection per day
Over 0.10 million citizens served everyday
Benefits to Citizens
• More Service delivery points
– Convenience and Reduced cost of travel and time
• Multiple Services available at one point
• Any service at any Centre in the city.
• Extended Service Delivery Hours
– 8 AM to 8 PM
– Open even on holidays for half day
• Improved ambience and reduced waiting time
• On line data updating in server
– Timely and Correct accounting
Benefits to Government
• More number of Outlets / Delivery Channels at no extra cost
• Extended hours of service at no extra cost
• Reduced cost of service
• Online and real‐time data updating and monitoring
• Reduced interface between citizen and Government
– Department Staff can focus on core functions
• Improved efficiency in service delivery
• Higher levels of citizen satisfaction
• Improved interface between citizen and Government
Future is in Communication
• Pay online
• Apply Online
• Receive Service
– Online or
– Through Courier
• Verify Online
• if implemented well
Sources
1. www.apesevaonline.com
2. Employees in eseva
3. www.wikipedia.com