What You Need to Know About Human Behaviour When Preparing Service Delivery Strategies

Description:What you need to know about human behaviour when preparing service delivery strategies. Presenter: Anna Robak, P.Eng., CP.Eng., Ph.D. (econ), M.Sc.E (infrastructure), Opus DaytonKnight Consultants Ltd. We are travelling at speeds we would not have thought possible one hundred years ago, and communicating in ways that were only science fiction thirty years ago. Our assets are expected to last up to 100 years, over which time we will experience technological, environmental and institutional changes that we cannot yet imagine. Given the possibility that the nature of our services could drastically change within our assets’ lives, it is only prudent that we consider that we might use different technologies, have different service delivery models, and charge differently for our services. While it is difficult to imagine what our technological alternatives might be, one thing is certain: the success of these service delivery alternatives will depend on how people react to them. This paper develops a basic model that shows how changes in three aspects of service delivery – service provider, service delivery mechanism, and charging mechanism – influence people’s behaviours and how they value the service. This service change model is based on findings from my research and the literature. It shows that people's behaviours could change dramatically, for example, when they have a new service provider. These findings will be of interest to any service provider that is considering new, or has recently undergone changes to, their service delivery. Understanding people’s likely reactions to changes in service delivery will help utilities develop strategies for informing consumers and managing expectations.

Authors: Anna Robak

Subjects:

Tags:2015 BCWWA Annual Conference & Trade Show,2014,AC15 presentations

Citation:Stream 5: Building Public Support for Water

Publication Date:May 29th, 2015 Upload Date:Jun 26th, 2015

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