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.