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The Service Operations and Management (SOM) studio focused on the service delivery mechanisms of various urban institutions. The major objectives included streamlining the process for improving the efficiency and citizen satisfaction. The site worked upon was the model RTO, located in Gandhinagar. It was found that the service should be made more citizen centric, and thus, several interactions and surveys were conducted with the officials and the citizens along with a myriad of tools to list down the crucial problems that the Gandhinagar RTO faced. Solutions were proposed based on the various case studies undertaken.For a quick brief, refer attachment.