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－

高島 正典; 林 春男; 田中 聡; 重川 希志依; 牧 紀男; 田村 圭子; 堀江 啓; 吉富 望; 浦川 豪; 藤春 兼久; 佐藤 翔輔; 木村 玲欧

doi:10.11314/jisss.7.151

Designing Counter Operations in Disaster Victim Support Based on Service Management Framework

－A Case Study on Ojiya City’s Victim Certification－

Masasuke TAKASHIMA, Haruo HAYASHI, Satoshi TANAKA, Kishie SHIGEKAWA, Norio MAKI, Keiko TAMURA, Kei HORIE, Nozomu YOSHITOMI, Go URAKAWA, Kanehisa FUJIHARU, Shosuke SATOH, Reo KIMURA

Author information

Masasuke TAKASHIMA
Institute of Industrial Science, The University of Tokyo.
Haruo HAYASHI
Disaster Prevention Research Institute, Kyoto University
Satoshi TANAKA
College of Environment and Disaster Research, Fuji Tokoha University
Kishie SHIGEKAWA
College of Environment and Disaster Research, Fuji Tokoha University
Norio MAKI
Disaster Prevention Research Institute, Kyoto University
Keiko TAMURA
Disaster Prevention Research Institute, Kyoto University
Kei HORIE
Earthquake Disaster Mitigation Research Center, NIED
Nozomu YOSHITOMI
Disaster Prevention Research Institute, Kyoto University
Go URAKAWA
Disaster Prevention Research Institute, Kyoto University
Kanehisa FUJIHARU
ESRI Japan, Co. Ltd.
Shosuke SATOH
Disaster Prevention Research Institute, Kyoto University
Reo KIMURA
Disaster Management Office, Nagoya University

Keywords: service management, disaster response, victim certificate, victim support, Ojiya city Niigata-ken Chuetsu earthquake

JOURNAL FREE ACCESS

2005 Volume 7 Pages 151-160

DOI https://doi.org/10.11314/jisss.7.151

Details

Abstract

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.

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