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A service delivery framework (SDF) is a set of principles, standards, policies and constraints to be used to guide the designs, development, deployment, operation and retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a specific business context.
The term Sevottam comes from the Hindi words "Seva" and "Uttam" and means excellence in service delivery. The citizen-centric approach includes the following components: Citizen Charter and Service Standards - Citizen Charter is the document where a public sector organization declares its key services along with delivery timelines and requirements.
Conversely, the county government had an interest in maintaining its traditional service-delivery role, as did its employees. [1] Lakewood's use of municipal incorporation and extensive intergovernmental contracting to maintain local control became known as the Lakewood Plan and has served as a model for contract cities ever since. [1]
A service blueprint is always constructed from the customer's perspective. A typical service blueprint identifies: [1] Customer Actions: The steps that customers take as part of the service delivery process. Front-stage (Visible Contact Employee) Actions: Steps taken by contact employees as part of the face-to-face service encounter.
The contract is between an "employee" and an "employer". It has arisen out of the old master-servant law, used before the 20th century. Employment contracts relies on the concept of authority, in which the employee agrees to accept the authority of the employer and in exchange, the employer agrees to pay the employee a stated wage (Simon, 1951).
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