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@article{1681036,
author = {Dragoicea, Monica and Walletzký, Leonard and Carrubbo, Luca and Georges Badr, Nabil and Maria Toli, Angeliki and Romanovská, Františka and Ge, Mouzhi},
article_number = {October},
doi = {http://dx.doi.org/10.1109/ACCESS.2020.3029320},
keywords = {Resilience; Diamond; Analytical models; Sustainable development; Unified modeling language; Smart cities; Public services; resilience; service design; service model; system thinking},
language = {eng},
issn = {2169-3536},
journal = {IEEE Access},
title = {Service Design for Resilience: A Multi-contextual Modeling Perspective},
url = {http://dx.doi.org/10.1109/ACCESS.2020.3029320},
volume = {8},
year = {2020}
}
TY - JOUR
ID - 1681036
AU - Dragoicea, Monica - Walletzký, Leonard - Carrubbo, Luca - Georges Badr, Nabil - Maria Toli, Angeliki - Romanovská, Františka - Ge, Mouzhi
PY - 2020
TI - Service Design for Resilience: A Multi-contextual Modeling Perspective
JF - IEEE Access
VL - 8
IS - October
SP - 185526-185543
EP - 185526-185543
PB - IEEE
SN - 21693536
KW - Resilience
KW - Diamond
KW - Analytical models
KW - Sustainable development
KW - Unified modeling language
KW - Smart cities
KW - Public services
KW - resilience
KW - service design
KW - service model
KW - system thinking
UR - http://dx.doi.org/10.1109/ACCESS.2020.3029320
N2 - 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.
ER -
DRAGOICEA, Monica, Leonard WALLETZKÝ, Luca CARRUBBO, Nabil GEORGES BADR, Angeliki MARIA TOLI, Františka ROMANOVSKÁ and Mouzhi GE. Service Design for Resilience: A Multi-contextual Modeling Perspective. \textit{IEEE Access}. IEEE, 2020, vol.~8, October, p.~185526-185543. ISSN~2169-3536. Available from: https://dx.doi.org/10.1109/ACCESS.2020.3029320.
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