IT-enabled Services: Service Delivery, Quality and Data Privacy
IT-enabled Services
The IT-enabled Services domain tests how IT-supported service processes are delivered and controlled in the PSEB Senior Secondary NSQF trade. It draws on IT-ITeS SSC NASSCOM QP/NOS-style competencies: BPO and KPO operations, data entry and transcription, customer and back-office support, e-governance records, service-level agreements, quality measurement, escalation and data privacy. Expect scenario questions that ask what a worker should do, how a metric is calculated, or which control prevents a privacy or quality failure.
Core rules and concepts
- BPO covers routine, process-based work such as call handling, data entry and back-office transactions. KPO covers knowledge-intensive work such as research, analytics, medical coding or legal review. Voice versus non-voice is a channel distinction, not the BPO/KPO distinction.
- An SLA is the agreed service target, such as uptime, turnaround time or accuracy. A KPI is the measure used to track performance. A breach should trigger the documented escalation and corrective-action process.
- Ticket lifecycle: log, classify, prioritise, assign, resolve, confirm with the user and close. Do not close before confirmation unless the process explicitly allows auto-closure.
- Privacy and confidentiality: collect the minimum personal data, use it only for the stated purpose, restrict access, transmit securely, and retain or dispose of it as the client policy requires.
- Quality control: sampling, double-keying, four-eyes checks and adherence to the client style guide. In transcription, clean verbatim removes fillers but must not change meaning.
Worked example
A data-entry batch has 1,200 fields checked and 18 errors. Accuracy = (1,200 − 18) ÷ 1,200 × 100 = 98.5%. If the SLA minimum is 99.0%, the batch fails by 0.5 percentage points. Reasoning: the denominator is fields checked, not records, and each wrong field counts once. The supervisor should log the defect, find the root cause, recheck the affected batch and update the checklist.
Traps that cost marks
- Defining BPO and KPO only by voice or non-voice channel.
- Treating a KPI as the contractual target; the SLA is the agreed target.
- Closing a ticket before user confirmation.
- Paraphrasing in clean verbatim or removing information that changes meaning.
- Sharing customer data or credentials through personal devices or unofficial channels.