@inproceedings{836,
  author = {Duygu Pamukcu and Christopher Zobel and Yue Ge},
  title = {A Data Envelopment Analysis-based Approach for Managing Performance of Public Service Systems During a Disaster},
  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.},
  year = {2022},
  journal = {Proceedings of the 19th ISCRAM Conference},
  month = {01},
  url = {https://par.nsf.gov/biblio/10352513},
}