サービス・マネジメントの枠組みに基づく被災者支援における窓口業務の設計 : 小千谷市り災証明発行窓口業務を事例として  [in Japanese] Designing Counter Operations in Disaster Victim Support Based on Service Management Framework : A Case Study on Ojiya City's Victim Certification  [in Japanese]

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Author(s)

Abstract

<p>We examined the effectiveness of Service Management Framework in designing counter operations in disaster victim support through the hands-on support activity for Ojiya city's victim certification after Niigata-ken Chuetsu Earthquake, Oct. 23, 2004. The service package and the Service Delivery System for the counter operation of victim certificate issuance was designed and implemented on the basis of Service Management Framework. As a result of customer satisfaction survey on Ojiya city and Kawaguchi town, a neighbouring town also affected in the event, it was clarified that the counter operation of Ojiya city was evaluated higher in terms of simplicity of the procedure by the victims than that of Kawaguchi town.</p>

<p>We examined the effectiveness of Service Management Framework in designing counter operations in disaster victim support through the hands-on support activity for Ojiya city's victim certification after Niigata-ken Chuetsu Earthquake, Oct. 23, 2004. The service package and the Service Delivery System for the counter operation of victim certificate issuance was designed and implemented on the basis of Service Management Framework. As a result of customer satisfaction survey on Ojiya city and Kawaguchi town, a neighbouring town also affected in the event, it was clarified that the counter operation of Ojiya city was evaluated higher in terms of simplicity of the procedure by the victims than that of Kawaguchi town.</p>

Journal

  • Journal of Social Safety Science

    Journal of Social Safety Science 7, 151-160, 2005-11-01

    Institute of Social Safety Science

References:  16

Cited by:  3

Codes

  • NII Article ID (NAID)
    110007151728
  • NII NACSIS-CAT ID (NCID)
    AA11542656
  • Text Lang
    JPN
  • Article Type
    Journal Article
  • ISSN
    13452088
  • NDL Article ID
    7865322
  • NDL Source Classification
    ZN5(科学技術--建設工学・建設業--都市工学・衛生工学) // ZA15(政治・法律・行政--行政・行政学--警察・消防・防災)
  • NDL Call No.
    Z74-B757
  • Data Source
    CJP  CJPref  NDL  NII-ELS  J-STAGE  NDL-Digital 
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