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Customer service assignment Help
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/
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
| Criteria | Standards | ||||
|---|---|---|---|---|---|
| HD | DI | CR | PS | FL | |
| 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 Marks | 4.0 | 3.5 | 3.0 | 2.5 | Less 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 Marks | 4.0 | 3.5 | 3.0 | 2.5 | Less 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 |
Options for service delivery infrastructure |
Options for service delivery infrastructure provided unsupported by literature. | No relevant options for service delivery infrastructure are provided. |
| Possible Marks | 4.0 | 3.5 | 3.0 | 2.5 | Less 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 Marks | 4.0 | 3.5 | 3.0 | 2.5 | Less than 2.5 |
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