List of Service Models
Quality variants
The quality variants model defines different service levels typically associated with different costs to the service recipient. To make the differences clear, catchy designations are often applied (e.g., A-Post or B-Post in Switzerland; 1st and 2nd class in public transport, etc.).
Train travel
France
The French railroad company SNCF offers both 1st and 2nd class. First-class tickets offer enhanced com-fort with more spacious seating options and a wider range of seat choices. Second-class tickets are priced lower, making them a more economical option.
20.02.2025
Experience selling
With the experience selling model, the state gives one of its offerings an emotional value for which certain addressees are willing to pay a premium. Especially in the public sector, this works well when there is a strong loyalty to a place or cause.
Adopt-a-Highway programs
Worldwide
To keep highways clean, a wave of programs in US states emerged, beginning in the 1980s. These en-couraged private organizations to regularly clear the roads of litter. To emphasize the emotional compo-nent, the private parties “adopted” parts of the highway and signaled this through special signs on the roads. Various other countries have copied this idea, including Puerto Rico, New Zealand, and Japan.
20.02.2025
Experience selling
With the experience selling model, the state gives one of its offerings an emotional value for which certain addressees are willing to pay a premium. Especially in the public sector, this works well when there is a strong loyalty to a place or cause.
Zurich water
Switzerland
To motivate the public to drink tap water, the city of Zurich has created a marketing concept to make consumption more desirable. This showcases the quality of the water and tries to appeal to proud locals. At the same time, the government has introduced the possibility for local restaurants to sell water. The profits from such sales are used to provide access to water in developing countries.
20.02.2025
Digitalization
The digitalization model takes analog services provided by the state and transfers them to the digital world. This is a pure translation from the analog world to the Internet, without changing the processes of service provision (and certainly not the services themselves).
Virtual citizens’ office in Rhein-Kreis Neuss
Germany
The Rhein-Kreis Neuss district administration sought save its citizens from having to go to the authori-ties by increasingly offering existing services in a virtual “citizens’ office” available on the Internet. In this office, digital documents can be exchanged, applications explained, and virtual consultation ser-vices booked. The offering is being steadily expanded.
20.02.2025
Digitalization
The digitalization model takes analog services provided by the state and transfers them to the digital world. This is a pure translation from the analog world to the Internet, without changing the processes of service provision (and certainly not the services themselves).
Digital payment systems
Liberia
In 2020, the government of Liberia launched a project to enable payments to be processed digitally. In so doing, it is pursuing the dual goals of increasing transparency and making use of public funds as effec-tively as possible. Another objective of this implementation is to enhance inclusion of vulnerable groups. This is pursued through two main approaches: providing reciprocal payment options that cater to di-verse financial circumstances and promoting financial education initiatives.
20.02.2025
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