List of Figures

Figure 1: Timeline of Studio Figure 2: Map depicting the population and confirmed cased as of 31st October 2020, of the 7 cities studied in the report. Figure 3: Sample of Process profile worksheet Figure 4: Sample of RACI Chart Figure 5: Sample scoring criteria in FMEA Figure 6: Worldwide confirmed COVID19 cases visualization Figure 7: Average tests per million per day week wise

Figure A1 Map of Faridabad with its adjoining cities Figure A2 Timeline Figure A3 Types of Quarantine Facilities in the City Figure A4 Vector Image depicting the visual of Identification and Testing Figure A5 Vector Image depicting the visual of Hospital Treatment Figure A6 Vector Image depicting the visual of Prevention Figure A7 Gap Analysis for Mobile Testing Figure A8 Gap Analysis for Helpline Assistance Figure A9 Gap Analysis for Sanitization Figure A10 Service Audit Profile Figure A11 Actions being taken by the Government of Faridabad

Figure B1 Division of 36 wards with population density in Hapur City Figure B2 Hapur District COVID19 Status Timeline Figure B3 COVID19 status of districts in Uttar Pradesh (As of October 31, 2020) Figure B4 Government laboratory mapping for Covid 19 diagnosis Figure B5 Treatment facilities mapping for Covid 19 mapping Figure B6 Hapur District website accessed on 12.08.2020 Figure B7 Scoring based proforma for Identification process Figure B8 Illustration for depicting type of corona virus testing Figure B9 Illustration for COVID19 treatment Figure B10 Images of Hapur city during sanitization process Figure B11 Road with Barricades for containing the locality Figure B12 Survey Demographics Figure B13 SERVQUAL Analysis for Identification Process Figure B14 SERVQUAL Analysis for Testing Process Figure B15 SERVQUAL Analysis for Monitoring and Surveillance Process Figure B16 Audit Profile

Figure C1 Lucknow Graphical Representation Figure C2 City Organization Chart Figure C3 Timeline Figure C4 Lucknow Covid Control Room (Inside) Figure C5 Lucknow Covid Control Room (Exterior) Figure C6 Uttar Pradesh Home Isolation Application user interface Figure C7 Vector Image depicting the visual of COVID Patient Figure C8 Vector Image depicting the visual of facilities to quarantined patients Figure C9 Vector Image depicting the visual of COVID Testing Figure C10 Vector Image depicting the visual of ICCC Monitoring desk Figure C11 Vector Image depicting the visual of Sanitization Figure C12 Chief Minister Yogi Adityanath monitoring the ICCC activities Figure C13 P-E Gap Analysis (Identification & Testing) Figure C14 P-E Gap Analysis (Quarantine & Treatment) Figure C15 Rater Analysis (Identification & Testing) Figure C16 Rater Analysis (Quarantine & Treatment) Figure C17 P-E Gap Analysis (Monitoring) Figure C18 Overall Process Rater Average Figure C19 Rater Analysis (Monitoring) Figure C20 Composite Rater Analysis Figure C21 Hello Doctor E-OPD For Lucknow Citizens Figure C22 Lucknow’s own COVID19 Mobile Application Figure C23 Initiative to encourage social

List of Figures

distancing by Lucknow Smart City Figure D1 Administrative structure of Ahmedabad Municipal Corporation Figure D2 Zone wise Active Cases of COVID19 in Ahmedabad City Figure D3 Timeline Figure D4 Newspaper article regarding identification strategy in Ahmedabad Figure D5 Testing Labs in Ahmedabad City Figure D6 COVID Case status in Ahmedabad City Figure D7 104 Emergency Helpline vehicle Figure D8 Kiosk for Rapid antigen testing at CG Road, Ahmedabad, Gujarat Figure D9 Containment zone barricading Figure D10 Relaxing zone in one of the Quarantine Centers in Ahmedabad Figure D11 Robotic drone being used in walled city area of Ahmedabad Figure D12 Chalaans being issued for not wearing masks Figure D13 Area sanitized by fire department team during sanitization operation Figure D14 Sanitisation done in Public and private spaces by dedicated teams Figure D14 Advertisement promoting usage of mask Figure D15 Dhanvantri Rath Figure D16 Contact Tracing Team Figure D17 Swab Collection Figure D18 ICCC Figure D19 People waiting in line for Rapid Antigen Test Figure D20 Paramedical Staff Figure D21 COVID CARE CENTRE Figure D22 Sanitizing activity outside a house Figure D23 Marking Home Quarantine Figure D24 Quarantine Facility in Ahmedabad City Figure D26 Age group of respondents Figure D27 P-E gap for Identification and Testing Figure D28 P-E gap for Treatment Figure D29 P-E gap for Monitoring & Surveillance Figure D30 Composite Rater Analysis Figure D31 Composite Process Analysis Figure D32 Advertisement promoting Do’s in COVID times Figure D33 Advertisement promoting benefits of mask Figure D34 Advertisement for behavior change Figure D35 Advertisement for behavior change Figure D36 Service Audit Profile Figure D37 Advertisement discouraging spitting in public spaces. Figure D38 Advertisement for COVID friendly greeting styles Figure D39 Advertisement for CORONA SANTVANA ( Mental Helpline Number ) Figure D40 Poster for mask awareness

Figure E1 Vasai Virar Municipal Corporation, Palghar District, Maharashtra Figure E2 Timeline of COVID cases Figure E3 Infrastructure and staff set up for COVID management Figure E4 Survey participants details Figure E5 Service rating for various parameters Figure E6 Services with highest positive gap Figure E7 Services with highest negative gap Figure E8 RPN of failures and risks Figure E9 Impact of recommended action on RPN of failures Figure E10 Service Audit Profile

Figure F1 Map of MMR with districts and Municipal Corporations Figure F2 Zones and wards in NMMC Figure F3 Zones and wards in NMMC Figure F4 COVID cases in various wards Figure F5 COVID Timeline Figure F6 Response time of NMMC after being tested positive Figure F7 RATER analysis for Reliability Figure F8 RATER analysis for Assurance Figure F9 RATER for tangibility of the service Figure F10 RATER for Empathy of the service Figure F11 RATER for responsiveness of the service Figure F12 Composite RATER ANALYSIS. Figure F13 Service Audit Profile

Figure G1 Location of Gulbarga city in Karnataka state Figure G2 Dashboard of COVID-19 cases in Gulbarga city (as of 8 th Sept) Figure G3 Number of COVID cases with age

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and gender Figure G4 Map showing the location of COVID hospitals in Gulbarga city Figure G5 Timeline Figure G6 Showing the images of Home quarantine sticker and form Figure G7 Showing the images of isolation beds of COVID care centers and hospitals in Gulbarga city Figure G8 Showing images of containment strategies in Gulbarga city Figure G9 Showing the demographics of survey Figure G10 Showing the composite RATER analysis of Testing Figure G11 Showing the composite RATER analysis of Home quarantine Figure G12 Showing the composite RATER analysis of COVID care isolation Figure G13 Showing the newspaper clippings of COVID care isolation centers Figure G14 Showing the composite RATER analysis of Monitoring and Surveillance Figure G15 Showing the newspaper clipping of lack of contact tracing Figure G16 Showing the service audit profile of Gulbarga city Figure G17 Showing the interface of Corona Watch App initiated by Karnataka Government

Figure 8 Worldwide confirmed COVID19 cases visualization Figure 9. Process wise RATER analysis Figure 10. RATER Analysis of city’s COVID Management Services Figure 11 Unique features of the cities. Figure 12 Process of COVID waste management