Service Operations & Management of RTO Gandhinagar

Killekar Shreya Kiran Margaja

3019

Services operations management is considered with delivering service to the customer or user of the service. It involves understanding the service needs of the target customers, managing the processes that deliver the services ensuring objectives are met, while also paying attention to the conditional improvement of the services. As such operations management is a central organizational function and one that is critical to organizational success.

Report Content

The state of Gujarat has 36 RTOs in all,the main reason for selecting Gandhinagar ARTO was that even though it was developed as a model RTO, it was observed that the service was not delivered efficiently. The through put time of the service was fairly high, and the general perception of the citizens was negative owing to the high inclusion of agents.

Assistant Regional Transport Office (ARTO), Gandhinagar is located in sector 3A of the city. It was built as a model RTO in 2011 under the Swarnim Gujarat Scheme.

Appointment is one of the essential step which will empower us to understand the demand forecasting of applicants visiting the RTO office.

A successful flow management can be achieved by estimation of applicants coming to the RTO everyday. In the present system it is tough to estimate inflow of candidates coming for the license. In order to improve the service delivery of the RTO there are few loop holes that needs to be addressed

Delays caused because of no arrangement framework for NEW Appointments for applicants who have to give their retest and for the applicants who have not carried sufficient documents required for a license can avoid the need to worry if they can simply submit their Aadhar Card as a proof for their verification.

Turnout ratio of applicants is 70:30 which leads to incorrect estimation of applicants to manage the entire process flow. To avoid this problem the option of rescheduling of appointments should be provided so that they do not miss their appointment date, and applicants those who have missed their appointment will have to re apply by paying a prepaid fee.

Failure modes and effects analysis (FMEA) is a step-by-step approach for identifying all possible failures in a process.

Failure modes and effects analysis documents current knowledge and actions about the risks of failures, for use in continuous improvement. FMEA is used during design to prevent failures.

After identifying the potential failures,recommended actions were provided to eliminate those failures like appointment for retest and renewals along with provision of rescheduling,Checklist and Pre Verification at Help Desk,Link with Aadhar Card,Token system and on the spot printing.