Rishabh Shandily

UM4002-1

The study revolves around the analysis of the COVID19 management mechanisms in the national capital territory of Delhi. With the help of various tools & techniques, all the process activities and the key stakeholders involved were studied in detail and every activity was mapped out . At the same time, to understand & analyze the service delivery, a citizen e-survey was conducted considering all the parameters of reliability, assurance, tangibility, empathy & responsiveness of the service perceived by the citizens. Finally, a service review was given after analyzing both the citizen's perception of the service delivery and the municipal corporation's role in managing the pandemic situations.