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－
キーワード:
service management,
disaster response,
victim certificate,
victim support,
Ojiya city Niigata-ken Chuetsu earthquake
2005 年 7 巻 p. 151-160
詳細
2005 年 7 巻 p. 151-160
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.
