Customer service assignment Help

Assignment Description

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Consumer Behavior Assignment Help

 
 
Task
Take a look at the following survey summary by the DTO:

https://www.dto.gov.au/blog/how-do-australians-really-feel-about-digital-government-services/ 

It shows current attitudes of the Australians towards online delivery of the Government Services.

Based on the survey findings/summary provided, answer to the following questions:
 

Question 1 (1000 words) Based on the survey above, write a well presented report outlining key factors in Service Delivery for government agencies (extra research required). Provide three recommendations that are central for service delivery that are well substantiated with journal literature and referenced correctly. (You may use the reasons/justifications above or use your own that supports this change).

Question 2 (1000 words) Put together an e-government service delivery infrastructure proposal for a new service for an ‘’imaginary developing country’’. Provide three suggestions into integrating user needs into the service design such as customer feedback, operations review, etc, substantiated with current literature.
 

Rationale
This task meets Learning Outcomes 3 & 4:
 

Students will:

be able to analyse the efficiency of information delivery and manage the information and Information Systems;

be able to evaluate information capability and delivery options.

Marking criteria
CriteriaStandards
 HDDICRPSFL
Outlining an
analysis of the
business
operation (4 marks)
 
Provided a well structured presented case of
the given business operation, stating
assumptions made.
 
Provided a well presented case of
the given business operation, stating
assumptions made.
 
Provided a written case of the business operation.Provided an Overview of the business operation.Provided an inaccurate overview/case of the business operation.
Possible Marks4.03.53.02.5Less than 2.5
Provided 3 recommendations to process improvement supported by literature. APA 6th edition to be used (4 marks)Three good recommendations made
related to the business, well
substantiated and referenced the
journal used correctly in APA 6th
edition.
 
Two good recommendations made
related to the business, well
substantiated and referenced the
journal used correctly in APA 6thedition.
 
One good recommendations made to the
business, connected to the business
and more than 2 errors made in
referencing (including not using
journals).
 
No good recommendations made to the
business, but connected to the business with explanation
and more than 3 errors made in
referencing (including not using
journals).
 
No good
recommendations
made, or not
connected to the
business and/or
major errors in
referencing.
 
Possible Marks4.03.53.02.5Less than 2.5
Provide an option
to improve
service delivery infrastructure (4 marks)
 
Options for service delivery infrastructure provided based on literature.Options for service delivery infrastructure  provided partially supported by literature.Options for service delivery infrastructure provided insufficiently supported by literature.Options for service delivery infrastructure provided unsupported by literature.No relevant options for service delivery infrastructure are provided.
Possible Marks4.03.53.02.5Less than 2.5
Provide Options/Suggestions for improving Service design (4 marks)Provided at least three professionally-presented suggestions
into improving service design. All substantiated
with journal literature using APA
6th edition style.
 
Provided at least three suggestions
into improving business
service design. All substantiated
with journal literature using APA
6th edition style.
 
Provided at least three suggestions
into improving business
service design not fully supported by literature.
Provided at least three suggestions
into improving business
service design not fully unsupported by literature.
Three suggestions
into improving business
service design not provided.
 
Possible Marks4.03.53.02.5Less than 2.5

 


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