E-services related to me.

We often need government services that we run into their office to do our job done. But
in Bangladesh National Portal, there are varieties of services that we can go through
and use it in our own purpose. There are some services that is related to me or I often
use it.
 Ticket booking and purchase: Whenever I go in a vacation with my family or
friends, I must book ticket for bus, train or plane. Bangladesh National Portal
website makes it so easy for us that I can give booking for ticket or purchase
ticket by sitting in my convenient. Its not only about me, all my university friends
would love to use this ticket booking and purchasing Service during Eid or puja
vacation. They don’t have to stand in a long serial anymore.

 Directory: Directory is very important for every citizen of Bangladesh. We

frequently need phone numbers for government services and sometime it
become our need incase of emergency like Ambulance, Fire fighter, Police.
Sometimes we need it to contact with VIP to get an appointment.

 Exam results: Bangladesh as a nation is actually overpopulated. Every year,

millions of students pass from School Secondary Certificate Examination and
Higher Secondary Certificate Examination. It is a complete mess for both
government and students. It is quite impossible for government to publish the
results everywhere and also very difficult for the student to find their grades in
between millions of students. This Portal make it so easy that government can
post the grades in a single place and student can receive or get their result by
putting their name, identity number, school name and the division name.

Dimension of Quality
Quality of Design
Quality of design is all about set conditions that the product or service must minimally
have to satisfy the requirements of the customer. Thus, the product or service must be
designed in such a way so as to meet at least minimally the needs of the consumer.
However, the design must be simple and also less expensive so as to meet the
customers' product or service expectations. Quality of design is influenced by many
factors, such as product type, cost, profit policy, demand of the product, availability of
parts and materials, and product reliability.

Quality of Conformance
Quality of conformance is basically meeting the standards defined in the design phase
after the product is manufactured or while the service is delivered. This phase is also
concerned about quality is control starting from raw material to the finished product.
Three broad aspects are covered in this definition, viz. defect detection, defect root
cause analysis, and defect prevention. Defect prevention deals with the means to deter
the occurrence of defects and is usually achieved using statistical process control
techniques. Detecting defects may be by inspection, testing or statistical data analysis
collected from process. Subsequently, the root causes behind the presence of defects
are investigated, and finally corrective actions are taken to prevent recurrence of the
defect.

Quality of Performance
Quality of performance is how well the product functions or service performs when put
to use. It measures the degree to which the product or Service satisfies the customer
from the perspective of both quality of design and the quality of conformance. Meeting
customer expectation is the focus when we talk about quality of performance.
Automobile industry conduct test drive of vehicles to collect information about mileage,
oil consumption. Bulbs are life tested to understand its reliability during useful life.

Reliability
Reliability refers to the dependability of customers on specific service. It is all about
what is promised and what is delivered. Like, Indigo airlines in India have proved to be
low cost airlines with high punctuality.

Durability
This is the effective life of the product or longevity before it is declared as unfit for use.
Repair is not possible after this phase of life.

Aesthetics
This is all about visual appeal of the product, often taking into account factors, such as
style, color, shape, packaging, tactile characteristics, and other sensory features.

Service after Sales

Service after Sales refers to caring attitude that an organization shows toward
customer. This dimension of service quality calls for individual attention to customer, so
as to make them feel special. Considering the above dimensions, comparisons are
made between actual service performance and expectations of customers. The
difference between customers’ expectations and actual delivery (so-called ‘perception’)
at the time of service performance is known as service quality gap. Organization
conduct survey and exploratory research to study the various service gaps, so as to
understand why the gap arises and how it can be reduced.

Safety
Freedom form injury or harm. People will also look about their safety in the product. If
the product quality is not okey then it will cost both consumer and organization of that
production., eg. Very important for automobiles

Issues :
If there is a light then there must be somewhere dark. There are actually some issues
that we might face some difficulties while using this website.

 Comparatively Slow: As we all know that’s there are so many information are
provided in this website that’s why it takes a minute to load the entire page. User
may not like this kind of staffs.
 Might get confuse: this website provides so many information by small images
or options. Some people may not understand English and they don’t even know
how to translate the website in Bengali.
  People thought: People still think that they have to stand in a long serial to get a
government service.
 LESS ATTRACTIVE: There are so many details are given but what I do believe
is that it is not enough. It could be much better if there are more colorful images
would have used. What I do believe is that non-verbal communication is more
important that the verbal communication. Non-verbal communication makes it
90% effective in a understanding process.
 Payment Method: Payment method is still not clear for the users that how they
will pay and is there anything fraud that will be happening with them.

Total Quality Management:

 Continuous Improvement: Government can develop this site by introducing

new essential services. Ex- People can register for applying for Driving license.
 Customer satisfaction: They should use more eye catching images so that
people might get attracted. Even if they don’t wanted to access but for those
attractive images. At least they might click on that option. What I do believe is
that non-verbal communication works ten times more effectively.
 Employee involvement: Those who are working on this website they still have
to do more. Developing a website and is not done with their work. They should
start doing events whole over the country so that people will know about it and
also know how to use it as well