2017 Volume 31 Pages 241-247
This study discusses the Business Continuity Management (BCM) to maintain municipal customer services in disaster. Recent experiences showed that government also loses their governance in catastrophic disaster, unable to provide public services. To develop BCM may help to reduce direct impact caused by disaster and enhance emergency management capacity of municipalities. However, the current BCM guideline by national government focuses more on emergency management activity rather than continuity of routine activities, such as providing customer services. This causes delay in documentation issue and increases the amount of works to be done. This study analyzes how to improve the quality of municipal customer services in disaster through case studies of 1995 Hanshin-Awaji Earthquake and 2011 Great East Japan Earthquake.
