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Title: A Data Envelopment Analysis-based Approach for Managing Performance of Public Service Systems During a Disaster
In addition to their normal task of supporting community participation, engagement, and improved information access, information technology-based public service systems are also essential for maintaining critical services and providing effective communication with citizens before, during, and after emergencies. This study focuses on the impacts of disaster events on the operational performance of such service systems and discusses opportunities for managing service efficiency by rearranging and reallocating resources during emergencies. To the best of our knowledge, this is the first attempt to provide a practical method for improving the relative efficiency of public service systems in such a context. We suggest a Data Envelopment Analysis (DEA) approach for quantifying the relative efficiencies associated with service requests from an input-output-based standpoint, and discuss the Orange County (Florida) 311 non-emergency service system, in the context of the COVID-19 pandemic, as an example of how such operational efficiency can be managed during a disruption.  more » « less
Award ID(s):
1952792
PAR ID:
10352513
Author(s) / Creator(s):
; ;
Date Published:
Journal Name:
Proceedings of the 19th ISCRAM Conference
Format(s):
Medium: X
Sponsoring Org:
National Science Foundation
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