Summary
By setting up Bangalore One (B One), Government Of Karnataka (GOK) responded to the long standing demand of its citizens for a 'one stop shop' for dealing with various government departments and public utility services. However, seventeen months after the first B One centre was opened, B One found itself heavily dependent on a single service and being encircled by superior technology mediated service delivery options. With abysmally low number of transactions, break even seemed a distant dream. This case presents an all-inclusive account of the introduction, growth, implementation and challenges faced by B One. This case study is prepared as a basis for class discussion. It is not meant to illustrate, either the correct or the incorrect handling of a situation.
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Extract
Bangalore One: A One Stop Shop for Government Services
"One of the last things that I look forward to is dealing with a government agency"
- A citizen"Thanks to B One, I pay all my utility bills in one go"- B One customerINTRODUCTIONThere was a long felt need in India for providing various government and public utility services in an integrated manner. For a long time, citizens experienced lot of inconvenience as the number of touch points (manually operated counters) were limited, inefficient, geographically spread out, and operated for fixed hours. In fact, the bill payment services of public utilities functioned between 10.00 a.m. to 2.00 p.m. on working days. At times, consumers were put to great inconvenience as all payments were done only through cash. Apart from these, the perceived image of the employees of var...See the full content of this document
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