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Aayushi Kalpesh Shah

3019

Service Operations and Mangement of RTO, Gandhinagar

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.


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RTO is an institution which is responsible for the issuance a variety of documents. More importantly, these are skill documents unlike passport, or Aadhar which only serves as an identification card. the main purpose for choosing the RTO at Gandhinagar was that even though it was developed as a model RTO, the citizens were still disappointed with the system.

To assess the problem areas, a servqual (service quality) analysis was carried out in the form of RATER questionnaire. the solutions were based on the issues that the questionnaire highlighted.

The summarised issues which formed the base for the proposals.

In the current system, only those applicants who come for a new learners licence come with an appointment. The daily flow of people to RTO on an average is 217 people. As each one who comes has to visit the payment counter, the queue at that counter is almost ever present and unexpected. This leads to a long waiting period, especially for those who have come only for payment and have no further business to do with the RTO. They have to wait for 8 minutes, for a service that essentially takes on

With minor changes made in the counter positions, it is also proposed that no applicant will be called without an appointment. The number of appointments to be given have also been worked out. Our objective of this proposal is to serve more number of applicants in less time. The payment counter will only have 3 people at a time. The position of the payment counter ensures that the a person who has only come for fee payment need not wait for too long in a queue, and also does not have to make un

The test track outside developed by Silver Touch has a very effective time management system. However, it still faces long queues. A flow management plan has been developed, including a space where the applicants can park and see the tutorial videos. Provision for on spot printing of driving licences has also been developed, and care has been taken that the customers do not have to wait for the same.

This is a summary of the benefits derived because of the flow management plan developed.