Service Science, Management, and Engineering:

Chapter 4

Designing and Assessing Participatory Public Services for Emerging Markets

G.R. Gangadharan, Anshu Jain and Nidhi Rajshree

IBM Research — Bangalore, India

A service system is a system for creating an experience that provides value for both the consumer and provider (Shostack & Kingman-Brundage, 1991). Service systems in the public sector are often created by ad hoc methods, and frequently suffer from defects that impair the systems’ capabilities to provide value in a systematic and predictable way (OECD, 2005). An effective service design process can help alleviate these problems by exploiting engineering techniques including modeling, simulation, testing, and prototyping.

Most public enterprises, and especially those of emerging market ...