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 International Journal of Education and Development using ICT > Vol. 4, No. 2 (2008) open journal systems 

Prioritizing urban service management initiatives

Praful C Gharpure, Architect-Urban Planner, India

As per Census 2001, the urban areas in India account for 27.8 % of the population. About one-third of Urban India (71 million) lives in metropolitan cities. The number of such cities in India has increased from 23 in 1991 to 35 in 2001. Urbanisation is associated with increased incomes, improved health, higher literacy, improved quality of life and other benefits, at the same time it results in strain on the physical and social infrastructure. The job profiles in the mature urban areas are driving the need for an effective, efficient and economic urban service provider. The Urban Local Bodies(ULB) i.e. Municipal Corporation and Urban Development authorities play this role and use of Information Technology via e-governance initiatives is gaining momentum in the provision of the urban services to the growing number of urban customers. For a user of urban services, there are some basic requirements which are” Critical to Quality” (CTQs) for the service under consideration. These link to “Voice of Customer” (VOCs) in all process improvement initiatives. In the context of the current subject where the final aim is to deliver an improved urban service, the improvement measures for current processes need to be based on the needs of the end user. This paper intends to analyse the needs of the end-user and carryout a comparative analysis of the initiatives implemented to gauge the extent of fulfilment of customer needs across the top Indian cities.

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International Journal of Education and Development using Information and Communication Technology. ISSN: 1814-0556