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Author  |
Duygu Pamukcu; Christopher Zobel; Yue Ge |
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Title |
A Data Envelopment Analysis-based Approach for Managing Performance of Public Service Systems During a Disaster |
Type |
Conference Article |
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Year |
2022 |
Publication |
ISCRAM 2022 Conference Proceedings – 19th International Conference on Information Systems for Crisis Response and Management |
Abbreviated Journal |
Iscram 2022 |
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Volume |
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Issue |
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Pages |
144-153 |
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Keywords |
Performance measurement; Efficiency; Data Envelopment Analysis; 311; Public Service |
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Abstract |
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. |
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Address |
Virginia Tech; Virginia Tech; University of Central Florida |
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Publisher |
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Place of Publication |
Tarbes, France |
Editor |
Rob Grace; Hossein Baharmand |
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Language |
English |
Summary Language |
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Original Title |
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Series Editor |
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Series Title |
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Abbreviated Series Title |
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Series Volume |
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Series Issue |
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Edition |
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ISSN |
2411-3387 |
ISBN |
978-82-8427-099-9 |
Medium |
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Track |
Analytical Modeling and Simulation |
Expedition |
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Conference |
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Notes |
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Approved |
no |
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Call Number |
ISCRAM @ idladmin @ |
Serial |
2405 |
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Author |
Duygu Pamukcu; Christopher Zobel; Yue Ge |
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Title |
Analysis of Orange County, Florida 311 System Service Requests During the COVID-19 Pandemic |
Type |
Conference Article |
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Year |
2021 |
Publication |
ISCRAM 2021 Conference Proceedings – 18th International Conference on Information Systems for Crisis Response and Management |
Abbreviated Journal |
Iscram 2021 |
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Volume |
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Issue |
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Pages |
208-217 |
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Keywords |
Disaster management, COVID-19, 311 system, Orlando |
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Abstract |
The Orlando metropolitan area in Florida, where Walt Disney World is located, is intimately familiar with impacts of natural disasters because of the yearly threat of hurricanes in the southeastern United States. One of the tools that has aided them in their efforts to monitor and manage such disasters is their 311 non-emergency call system, through which local residents can issue requests to the municipality for disaster-related information or other services. This paper provides a preliminary examination of the potential for the Orange County 311 system to provide actionable information to them in support of their efforts to manage a different type of disaster: the COVID-19 pandemic. The potential of the system to support the County in this context is illustrated through several preliminary analyses of the complete set of service requests that were registered in the first ten months of 2020. |
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Address |
Virginia Tech; Virginia Tech; University of Central Florida |
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Corporate Author |
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Thesis |
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Publisher |
Virginia Tech |
Place of Publication |
Blacksburg, VA (USA) |
Editor |
Anouck Adrot; Rob Grace; Kathleen Moore; Christopher W. Zobel |
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Language |
English |
Summary Language |
English |
Original Title |
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Series Editor |
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Series Title |
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Abbreviated Series Title |
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Series Volume |
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Series Issue |
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Edition |
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ISSN |
978-1-949373-61-5 |
ISBN |
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Medium |
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Track |
Analytical Modeling and Simulation |
Expedition |
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Conference |
18th International Conference on Information Systems for Crisis Response and Management |
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Notes |
duygu@vt.edu |
Approved |
no |
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Call Number |
ISCRAM @ idladmin @ |
Serial |
2326 |
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