BIM establishes Parasuraman centre for citizen centric service

Trichy: Bharathidasan Institute of Management (BIM) has launched Parasuraman centre for citizen-centric service excellence at its Agentic AI conclave held at the Indian Institute of Technology Madras on Mar 2.The centre was inaugurated by Ravi Appasamy, chairman of BIM's board of governors, along with noted service marketing scholar A Parasuraman, emeritus professor at the Miami Herbert Business School, University of Miami, USA. According to a statement, the centre aims to develop a scientifically validated framework to measure and improve citizen-centric public service delivery. Unlike the corporate sector, which uses structured service quality models, public services lack a standardized, scalable assessment system across states and countries. Prof Parasuraman said there is limited India-specific, large-scale research on citizen-centric service systems and that digital governance studies often lack grounding in service theory. The centre will work to build country- and state-specific service excellence norms using rigorous scientific methods.The initiative will focus on policy advisory, pilot implementation projects and executive education programmes in citizen-centric governance. Over the next five years, BIM plans to partner with at least three state govts, train over 500 public officials and publish high-impact research, the release added.