4 Ways to Reinvent Service Delivery – an Evaluation4 Ways to Reinvent Service Delivery – An EvaluationAs the authors say, “The challenge is to give managers a systematic way to question basic assumptions about how a service is defined and delivered and to see the opportunity to achieve dramatically better results.” The authors have provided 4 dimensions that an organization can broadly consider, in order to innovate or better the services they provide, while adding value to the customer experience as well as internally. These 4 dimensions have been evaluated in context of my current organization.
1. The Structure of the Interaction:“The interaction between providers and clients can be configured in four ways: one provider with one client, one provider with multiple clients, multiple providers with one client, and multiple providers with multiple clients.”
As a professional in the Consulting & Staff Augmentation industry, we fall under the 4th category of ‘multiple providers with multiple clients’. Our clients in the IT industry have a bevy of providers offering similar services with little to no differentiation.
Since each client has specific requirements, and work on projects that might look similar on the outside to the layman but are vastly different in their internal design and processes, creating a shared experience, while offering ideas, does not add value to the specific project that is on a short-term deadline. As in the case of staff augmentation as well, we cannot afford the luxury of scheduling a shared interaction with multiple clients or providers, due to the nature of the short lifecycle of the project and the ever changing requirements that come our way. Privacy concerns are another line that we need to tread carefully on since the services we provide fall under confidentiality agreements and involve patents and copyrights that we cannot ignore.
The bottom line is we want all our developers to be free to use it as a service, and any time we want to integrate it with our application in another way – in a way that would be safer for the users and not create unwanted risk for our users.
That’s something that we’ve worked to achieve with various components of our business in the past. We’ve built an automated system that integrates and integrates services.
We’ve built a system that keeps all of us up-to-date, and provides security to users, even on our own computers. We’ve built a system that connects our team to our end users to see what’s being done, and let us know what’s in our plans and the projects that are being built to meet them. All of this is part of the way we’re going to provide what we believe we have in mind for our service. We know the hard way. We know how to make it work, and we know when to stop, and why to invest in a solution. We know the price and the quality. We know the complexity and the opportunity. So now is the time to stop talking and to invest; and give it more thought.
On the positive side, the business is building out capabilities, and the development teams – especially we – know what we want in them. But it also means looking at the larger picture – and asking, “Why?”
With each of our clients and providers it’s clear that the majority of what our team does has to be developed internally. So we’re building out our technical capabilities as efficiently as possible. Our development teams are as transparent as we come in to it, and we are using their tools to find the right partners and partners who can build on our best practices, so that we can meet our objectives. We want to make sure our process is the same as that of others. We have a well-documented process where the community is all there to take care of them all, while not being held back by security issues. We will ensure that every customer is using our service through a consistent process of development and security as well as a robust process that is open to everyone, no matter where they are.
The problem facing us is that while we are a little more upfront about our development strategy – I’m not going into details right now – as I think we must do, and as I’ll explain later in this paper (see “What Is Our Plan to Help Developers Learn About Security by Implementing the Safest and Easiest Security Practices and Procedures in Modern Java?”), we are not going to let that lead to our end customers being more secure.
But once we give the customers a good understanding of our approach, and we can trust that they respond in kind when it’s right, we will be open and transparent. When something goes wrong, they will be notified, and we will make sure that we’re dealing with the right decision so that that people know that they can make the right choice. By moving forward, our services are less vulnerable
Due to the factors mentioned, success through shared interaction, such as what Club Red has seen is tough to achieve in an industry such as ours.2. The Service Boundary: The example of Citigroup bringing in an integration to bring their financing arm, the supplier and the customer on one platform to ease (as well as secure) the process is quite remarkable and I believe that it is a great way of providing a complementary service that benefits all the channels tremendously. At our firm, we do offer complementary services similar to the Citigroup portal, by having setup a module, through which our clients can specify their requirements through a pre-formatted form, and our employees can access these requirements in order to find projects to work on, which are a good match to their skill sets. While it is largely automated, we need continuous monitoring of the requirements that come in from our clients, so as to be able to provide them with a quick turnaround response time which helps
Permanent and Resistant Work: For a number of customers, the same service provided with Citigroup Gateway is available as a permanent one to a number of customers that have been served by the firm for several years, whether in Canada or the US. There are many services, all designed using the same principle, that provide work-life balance, at the same time, so that their employees are able to effectively address any situation of a low-paying work environment and make a living by providing quality, predictable work. However, all of these services provide a wide variety of unique customer-facing and management requirements which can be met in a similar way by multiple customers. As such, many business organizations that have come under significant pressure to integrate their organizations and the market are in particular the ones that take a particular course of action to meet customer needs and ensure the financial security of a company. We strongly believe that this requirement is not easily met, the most common problem is that customers sometimes not understand the requirements and the system takes too many steps to make sure they are successful (e.g. because of non-compliance with service contracts, or because there’s a misunderstanding between the customer and the work partner).
Posterior Service: Our clients are often in the process of migrating back and forth between two work environments, using a network like an Azure cloud or a third-party services provider.
At Citigroup, we create a comprehensive set of service features that provide a continuous integration with a range of customers across a number of industries and can be used across multiple locations (e.g. our office, customer and business offices, web based applications, and so on). We also continually increase our productivity through these service features, including in line with our objectives in increasing the quality of our services. Because of this we believe that there is an increased sense of urgency to continuously deliver these Service Boundary benefits of a continuous approach to work for customers for the many of the industries we represent. This process is achieved by providing continuous work-day management in an orderly way that keeps the customer involved and minimizes the overhead of maintenance and service delivery and ensures efficiency and continuity throughout the company.
Our Service Platform: The service platform provides an example of a continuous service product, using an end to end technology that is designed to work for a limited number of clients. This model also provides a great opportunity if the company requires end to end services to serve its business or is concerned that the ability of end to end services to serve customers is not maintained to the maximum. We are proud of our technology, designed to work as a continuous service with clients, and while it does not compete with the existing services offered by most other companies, we strive to provide the highest level of service technology to our clients.
Customer Service: This Service Platform represents a holistic approach to delivering customer service. In this case, we maintain the same quality of service requirements as other firms, while offering a continuous experience for our customers that is consistent with our firm’s goals.
As we have observed throughout our history: Our quality of business services are achieved through continuous integration with our customers, through continuous operational and customer engagement metrics that are constantly in place and our business environment is in line with the business in which we operate, and through our customer integration practices.
Our clients are often in the process of migrating to Citigroup Gateway. Citigroup Gateway is integrated and designed to provide a comprehensive mix of our services into one platform. While this is not a standard and comprehensive service, a range of service features include a broad range of product and service characteristics. These include:
Service Providers – The Service Platform provides a wide variety of tools, features and services aimed primarily at enhancing the customer experience.
– The Service Platform provides a wide variety of tools, features and services aimed primarily at enhancing the customer experience. Service Provider Management – A focus area for clients to utilize is to provide continuous and effective