PANEL DISCUSSIONS:SERVICE EXCELLENCE AND INDIA 2022
PMI India

Moderator

SANJEEV BIKHCHANDANI, founder and vice-chairman, Naukri.com, and founding trustee, Ashoka University 

Panellists

PARTHO BANDOPADHYAY,
managing director, KPMG Global
Delivery Center
TANMOY PRASAD,
chief technology officer,
Ministry of Road Transport and
Highways, Government of India
B.C.K. MISHRA,
managing director, Uttarakhand
Power Corporation Limited

BIKHCHANDANI: What does service excellence mean to you?
BANDOPADHYAY: We do a lot of auditing-related work with U.S.-based companies. One example of service excellence and disruption that resonates with me is of this big multinational insurance company which has introduced drone technology for insurance claims in hazardous areas. They are cutting down on cycle time, improving safety margins as far as surveyors are concerned, and using smart technology for service excellence. Also, we are the first organization that will use new-generation technologies to improve auditing quality and service excellence.

BIKHCHANDANI: How is the government striving for service excellence? With no existing competitiveness, what is driving the government to go for it?
PRASAD:
Earlier the government was not open to using words like ‘service’ and ‘servicing.’ But the transition began from 2008, and in the past 3-4 years, the ease of doing business has been the priority of the current government. In the earlier regime, we used to inspect each and every consignment, but now we have developed an algorithm that just requires us to inspect 10 percent of cases, thus cutting down time. The push for excellence is coming from people who want to see change. So we are building an integrated digital platform to manage highway assets which will not just include roads but even petrol pumps and the quality of roads.

BIKHCHANDANI: How do you strive for excellence in the power sector?
MISHRA:
Service excellence is important for us, as we provide power to the consumer. In 2001, under the accelerated power development program, budgetary support was given to states for power projects that were not delivering for some reason. In 2018, all the villages in the country got electrified. In Uttarakhand, 15,845 villages got electrified —which is a very difficult task. But this excellence has come about because monitoring is being done at the highest government level. Now the target is to provide a connection to every household by March 2019. Also, all the data is available on the ministry’s website. There is a healthy competition among states for ranking, that is driving excellence in the sector.