Service Design for Resilience: A Multi-contextual Modeling Perspective

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14330%2F20%3A00116508" target="_blank" >RIV/00216224:14330/20:00116508 - isvavai.cz</a>

Výsledek na webu

<a href="http://dx.doi.org/10.1109/ACCESS.2020.3029320" target="_blank" >http://dx.doi.org/10.1109/ACCESS.2020.3029320</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1109/ACCESS.2020.3029320" target="_blank" >10.1109/ACCESS.2020.3029320</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Service Design for Resilience: A Multi-contextual Modeling Perspective

Popis výsledku v původním jazyce

This paper introduces a conceptual framework aiming to broaden the discussion on resilience for the design of public services. From a theoretical point of view, the paper explores service design with a Systems Thinking lens. A multi-contextual perspective aiming to analyze, decompose, and design smart cities services where resilience is an input at the service design level is described and the four diamondsof-context model for service design (4DocMod) is introduced. This service model accommodates various actors' contexts in public service design and consists of four design artefacts, the diamonds (See, Recognize, Organize, Do). From a practical point of view, guidelines for the application of the 4DocMod service model extension for resilience are described along with two case studies addressing the recent COVID-19 pandemic that illustrates a clear situation of resilience with insights in multiple contexts. According to the findings of this paper, it is obvious that resilience is not “just”a request. Instead, it plays a higher role within the service system. It is not “just”another Context, either. Instead, it goes through many contexts with different circumstances. In this manner, it is possible to address the qualities through which actors can become resilient, at the service design stage, to ensure continuity of the public services in times of emergency. As our approach using the 4DocMod is proposing, resilience may be is achieved when specific properties are provisioned at information service design level.

Název v anglickém jazyce

Service Design for Resilience: A Multi-contextual Modeling Perspective

Popis výsledku anglicky

This paper introduces a conceptual framework aiming to broaden the discussion on resilience for the design of public services. From a theoretical point of view, the paper explores service design with a Systems Thinking lens. A multi-contextual perspective aiming to analyze, decompose, and design smart cities services where resilience is an input at the service design level is described and the four diamondsof-context model for service design (4DocMod) is introduced. This service model accommodates various actors' contexts in public service design and consists of four design artefacts, the diamonds (See, Recognize, Organize, Do). From a practical point of view, guidelines for the application of the 4DocMod service model extension for resilience are described along with two case studies addressing the recent COVID-19 pandemic that illustrates a clear situation of resilience with insights in multiple contexts. According to the findings of this paper, it is obvious that resilience is not “just”a request. Instead, it plays a higher role within the service system. It is not “just”another Context, either. Instead, it goes through many contexts with different circumstances. In this manner, it is possible to address the qualities through which actors can become resilient, at the service design stage, to ensure continuity of the public services in times of emergency. As our approach using the 4DocMod is proposing, resilience may be is achieved when specific properties are provisioned at information service design level.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2020

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

IEEE Access

ISSN

2169-3536

e-ISSN

2169-3536

Svazek periodika

8

Číslo periodika v rámci svazku

October

Stát vydavatele periodika

US - Spojené státy americké

Počet stran výsledku

18

Strana od-do

185526-185543

Kód UT WoS článku

000582338900001

EID výsledku v databázi Scopus

2-s2.0-85102807589