Developing Service Design for Afghanistan’s Banking Connectivity

Abstract

This study explores developing a service design framework for an ISP serving the Banking sector of Afghanistan. Continued war in Afghanistan has destroyed majority of terrestrial communication infrastructure. The satellite based ‘Internet service’ is the most common source of communication among banks, which fails to serve the purpose due to high time latency factor. The studied service design aims to provide foundation for a low latency ‘Data service’ to the case company, which will ensure provision of value proposition not only for the banking sector customer but also for the teleport partners.

The study utilizes action research approach as the research methodology considering its logical and iterative approach towards problem solving and identifying improvements to-wards practical business challenges. The research design consists of 5 steps, which incorporates the use of available literature and best practices to create a framework to target and analyze the case company’s current state of service offering.

Resultantly, the outcome is a framework level service design, which incorporates the key elements as CVP, earning logic, value co-creation, service processes and resource management, required by the case company to address the challenge faced by the banking sector of Afghanistan. Moreover, the proposed service design is positioned specifically in line with the realities of warzone keeping in view the case company’s strengths while answering its weaknesses. Finally the study concludes with the next step recommendations and practical implications towards the key stakeholders.