Improvement of the business model of the disaster management system based on the service design methodology

Abstract

The type and scale of disasters are changing with the changing social structures in modern society. Natural, social and human disasters occurred individually in the past, but the complexity and scale of these disasters have increased recently. As a result, National Disaster Management Institute (NDMI) has been operating the Smart Big Board (SBB) system to ensure effective real-time disaster management since June 2013. Based on Web GIS, this system can rapidly manage various types of information pertaining to disasters. However, it has not been able to satisfy all users because it was not developed keeping in mind the needs of service users. This study attempts to improve the SBB service using the service design methodology that is currently being widely used to improve public services. The service design process is conducted in accordance with the double diamond model, which utilizes a customer journey map to locate the contact point between user and service. This improved system is especially able to perform user customized disaster management in response to various and complex disaster types. If the improved system is applied to the national emergency management system through the business model design process, it will be able to effectively manage any future disasters.

Tourism sector preparedness in zones with a high seismic risk: A case study of the capital region of Japan

“…In the last two decades, a considerable number of studies have discussed tourism disaster management planning, mainly focusing on conceptual framework including preparedness, mitigation, response, recovery based on disaster theories [4][5], and strategies to improve the business model of disaster management system [8]. In addition to this, researchers widely discussed perceived travel risks from the perspective of tourism demand [9][10].…”

Design of services or designing for service? The application of design methodology in public service settings

“…By contrast, Case A demonstrated the involvement of current social security clients, particularly during information-finding and testing phases. Interestingly though, neither case evidenced service user involvement during the define and develop phases of service design, which are arguably the locus of problem solving and creativity (Jeong et al, 2016;Bason and Austin, 2019). Respondents typically framed the capacity for problem solving as the pursuit of internal teams, supported by professional service designers.…”

“…Five constraints were identified across both case studies. First, the institutional context, procedures and rules, including the strategic orientation constrained opportunities for creativity through quick and iterative testing and re-design (Jeong et al, 2016). This emphasises the importance of governance and institutional backdrop in supporting the successful implementation of design (Howlett, 2020).…”

The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability

“…"Customer journey mapping (CJM)" is a recently established method [71] since the scientific community first started studying it in 2009. Although many definitions have been provided, in essence, they all propose that CJM consists of the visual depiction [55,72,73] or visual representation [8,13,40,74] of the CJ. Although the majority of scientists accept that CJM is the visual depiction of the CJ, the nature of CJM is still debated.…”

“…Defining CJM as a function of touchpoints According to researchers using this basis for their definitions, CJM is a presentation of the touchpoints through which customers interact with a service/organization during the purchase process [72] based on time flow [73].…”