LIRNEasia’s dissemination workshop on Improving Service Delivery for e-Inclusion was held on 18th February at the Hilton Residencies (Jaic Hilton), Colombo. The workshop was attended by the senior management of Sri Lankan telecom and electricity companies.
Rohan Samarajiva led the theoretical discussion on service quality addressing how incentives for service quality differ under different market conditions. Helani Galpaya, CEO and Ranjula Senaratna Perera presented the quantitative and qualitative findings on how low-income, urban micro-entrepreneurs (MEs) are being served by their electricity and telecom service providers. Research Managers,
Shazna Zuhlye and Nilusha Kapugama proposed some solutions/ designs for improving service delivery in the two sectors.
Following the presentations, the participants responded to the proposed solutions and discussed the feasibility of implementing and how the solutions could be further improved.
Slides including the survey data and solutions can be found here.
Photos from the event can be found here.