These definitions lead to the concept of National Infrastructure being defined as a
system of systems of infrastructures. These systems are integral to the proper
functioning of modern economies, but also face a number of serious challenges.
21.1.2 Examples of Infrastructure
By and large, infrastructure can be divided into several main groups (see Table 21.1).
21.2 Customer Expectations
The electricity supply is generally satisfactory with rare power cuts. Indeed, what
would people do if there were long periods of power interruption, and, if on top of
that, without warning? With all the computers and operating systems depending on
electricity being available to perform satisfactorily!
However, what about water supply? There are many customers who are less than
happy with their water connections, for various reasons: availability during the day,
pressure and flow at the tap, etc.
Hereunder, are a few true stories about service from existing infrastructure.
21.2.1 Apollo Hospital, Mauritius
The patient had consulted the doctor, and took her prescription to the hospital
pharmacy. First, she queued up to hand over the prescription. Then she joined
another queue to pay for the medicines. Finally, she queued a third time to collect
the medicine.
After more than 5 years, the patient recently (2020), went again to consult another
doctor at the same hospital. The queueing at the pharmacy had not improved. There
were now four counters (two for payment). Eventually, the confusion was so much
that instead of collecting the medicine at the last counter as she had been initially
directed, she was called back to the first counter to get her medicine. Improvement is
really a long process!
21.2.2 Victoria Hospital, Mauritius (Anecdote 1)
The patient went to a waiting room with some 20–50 people waiting to collect
medicine for free. He was issued a ticket, so that he could wait until his ticket number
was called – just like at some banks, etc. His number was called from one of the four
counters, dispensing medicine. He went there, handed his prescription, was given the
21.2 Customer Expectations
597
system of systems of infrastructures. These systems are integral to the proper
functioning of modern economies, but also face a number of serious challenges.
21.1.2 Examples of Infrastructure
By and large, infrastructure can be divided into several main groups (see Table 21.1).
21.2 Customer Expectations
The electricity supply is generally satisfactory with rare power cuts. Indeed, what
would people do if there were long periods of power interruption, and, if on top of
that, without warning? With all the computers and operating systems depending on
electricity being available to perform satisfactorily!
However, what about water supply? There are many customers who are less than
happy with their water connections, for various reasons: availability during the day,
pressure and flow at the tap, etc.
Hereunder, are a few true stories about service from existing infrastructure.
21.2.1 Apollo Hospital, Mauritius
The patient had consulted the doctor, and took her prescription to the hospital
pharmacy. First, she queued up to hand over the prescription. Then she joined
another queue to pay for the medicines. Finally, she queued a third time to collect
the medicine.
After more than 5 years, the patient recently (2020), went again to consult another
doctor at the same hospital. The queueing at the pharmacy had not improved. There
were now four counters (two for payment). Eventually, the confusion was so much
that instead of collecting the medicine at the last counter as she had been initially
directed, she was called back to the first counter to get her medicine. Improvement is
really a long process!
21.2.2 Victoria Hospital, Mauritius (Anecdote 1)
The patient went to a waiting room with some 20–50 people waiting to collect
medicine for free. He was issued a ticket, so that he could wait until his ticket number
was called – just like at some banks, etc. His number was called from one of the four
counters, dispensing medicine. He went there, handed his prescription, was given the
21.2 Customer Expectations
597