1. City Case Analysis
In the figure 9 cities are compared with respect to overall performance of the city in controlling number of cases. From figure 9, it can be seen that Navi Mumbai has the highest number of cases per lakh population. The reason for the same was the footfall in the APMC (Agricultural Produce Market Cooperative). It was a part of essential services due to which lockdown was not applicable there. Hence, the affected traders coming down from various parts of the state stood responsible for the spread of the virus. In the same parameter, Hapur was the least affected city among the others, the reason being the wide-ranging perimeters of the containment zones helped them contain the virus effectively. In the case of deaths per thousand cases, Ahmedabad’s position is unsettling due to less number of treatment facilities, whereas, Faridabad was doing well as the Faridabad Municipal Corporation are hospitalizing all the patients aged above 60, showing any sign or symptom. Lastly, the Positivity rate of the tests conducted per thousand tests, Ahmedabad was lowest as compared to other cities, the reason being setting up of rapid antigen testing booths. Whereas on the other side, Navi Mumbai is performing relatively well as high numbers oh rapid tests conducted in in the containment zones. Hence, from the above observations, it can be noticed that some cities are getting more affected in some parameters that can be looked into else practices of the other cities performing well can be adopted.
2. Process wise service analysis
As in the above study, the processes identified are identification, treatment and monitoring and surveillance. RATER analysis of these processes is done, to see which city is most affected and which city is doing well in the said processes. According to the graph in figure 10, monitoring and surveillance is the process in which all the cities are lacking. According to the RATER, the cities that have the scope of improving their service in terms of identification are, Vasai Virar
with a maximum difference of perception and expectation, followed by Gulbarga and Faridabad. Similarly, in the case of treatment Faridabad, Gulbarga and Vasai Virar are the cities need improvement. In the case of monitoring and surveillance, Faridabad is the city demanding maximum attention followed by Gulbarga and Vasai Virar respectively. The cities doing comparatively well, in all the three processes are Lucknow, Hapur and Ahmedabad respectively.
Figure 10. Process wise RATER analysis Source: Primary
CEPT University Service Operations and Management Studio 2020 131
