Executive Summary

Service Operations Management in pandemic focuses on how Municipal Corporations are engaged in service delivery during these hard times. Service operations management can streamline their operations for efficiency and citizen satisfaction in turn contributing to a better quality of life. The novel Coronavirus also known as COVID-19 has affected worldwide to a greater extent where millions have lost their lives. It is important at this stage for the government to manage the services efficiently with the ease of services for the betterment of citizens. This report consists of profiles of seven cities of India which details out the COVID scenario in the city, with the confirmed cases, recovered cases and the deceased cases along with the number of COVID tests done. The other details such as isolation/ wards management with the number of beds are studied with respect to the population of the city. Overall COVID management is studied using various tools and a detailed analysis has been done for the same, further in the report. Various tools have been used for the COVID management study which helps to know how efficiently a city is managing the ongoing pandemic. The tools that we have used in the study are: • Process Identification worksheet, which shows the trigger events and the processes.

The study has been conducted with respect to the three major processes in the COVID management and they are: Identification and testing - This process involves identifying the symptomatic patients/ suspects and analysing the samples based on various COVID tests conducted in the cities. Treatment - This process involves treatment and monitoring of the patients under home quarantine/ isolation centers/ dedicated COVID hospitals Monitoring and Surveillance - This process involves monitoring and surveillance of containment areas in the city to restrict the further spread of virus to a greater extent. • SWIMLANE, which shows the responsible stakeholders and the activities with respect to time,that delineates who does what in the process of COVID management. • Process profile worksheet, which helps in capturing important data about a particular process in COVID management. The worksheet template highlights the Service risks and its Key controls along with Measure of Success of the COVID management processes. • RACI chart, which is a responsibility assignment matrix, also known as RACI matrix or linear responsibility chart, describes participation by various roles/ stakeholders in completing the tasks or deliverables for a

COVID management process. • SERVQUAL, which is a multi-dimensional research instrument designed to capture responder’s expectation and perception of

COVID management in the city along the five dimensions, which are Reliability, Assurance,

Tangibles, Empathy and Responsiveness, that are believed to represent service quality. • FMEA, which is Failure Mode and Effects

Analysis (FMEA) is a structured approach to discovering potential failures that may exist in the COVID management process of our cities. FMEA is evaluated based on the criteria of frequency of threat occurrence, probability of threat detection and threat severity from which the Risk Priority Number (RPN) is assessed. Using all the above tools the cities have been analysed with regard to the COVID management and a service audit profile is created which shows the existing services that are given by the government in the city and the recommendations for the efficient working of those services.