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서비스디자인 접근법을 활용한 화학테러현장 대응매뉴얼의 개선방안 연구

A Study on the improvement for response manual of chemical terror incident using the service design analysis

  • Ham, Seung Hee (Urban Safety&Security Research Institute, University of Seoul) ;
  • Park, Namkwun (Public Safety & Construction Committee, Seoul Metropolitan Council) ;
  • Lee, Jun (The Korea Transportaion Institute)
  • 투고 : 2018.06.15
  • 심사 : 2018.09.19
  • 발행 : 2018.09.30

초록

연구목적: 본 연구는 화학테러현장에서 총괄지휘권을 갖는 경찰을 중심으로 현장대응매뉴얼의 실행력을 확보하기 위해 서비스디자인 분석기법을 적용해 관찰 및 분석하고 이를 통해 문제점을 밝혀내고 개선사항을 제안하는 것을 목적으로 한다. 연구방법: 연구를 위해 경찰의 테러 대응 매뉴얼에서 화생방 테러 대응 지휘체계를 중심으로 자료를 수집하였다. 또한 분석에서 매뉴얼의 사용자 외에도 다양한 이해관계자들을 고려해야 하기 때문에 참여자들의 관계가 적용되는 방법론을 활용하여 분석하고자 서비스 디자인 분석기법을 활용하였다. 연구결과: 최종 치안서비스의 수혜자인 피해시민의 관점에서 대응매뉴얼의 서비스 프로세스를 진단하였으며, 현장대응 서비스 과정에서 발생하는 피해시민과 현장대원간, 후방대원간, 프로세스간 대기지점(Waiting Point)과 실패요소(Failure Factor)를 확인하였다. 결론: 본 연구를 통해 화학테러 현장 대응 활동을 서비스의 개념으로 파악하여 각 관계기관과 현장에 있는 시민과의 상호작용 및 비가시 영역에서의 후방지원활동과 장비 시설물의 활용성을 한 번에 검토함으로써 문제요소별 개선대안을 도출할 수 있었다.

Purpose: There have been terrorist attacks all over the world, causing massive damage. In Korea, there are few cases of terrorist damage, but the lack of the on-site response experience lead to constraints on the opportunity to verify capabilities against terrorism. Therefore, in this study, the chemical terrorism on-site countermeasures is considered as a concept of service, it was possible to draw up improvement alternatives for each element by reviewing at once the interactions between the concerned organizations and citizens in the field and the utilization of the equipment and facilities in the invisible area. Results: It had been evaluated the service process of the counterpart manager from the viewpoint of the victim citizen, who is the beneficiary of the final security service. It has found out the waiting point(W.P) between the victim's civilian incident management, and the element of failure(F.P). Conclusion: In this way, comparing chemical terror incident response manuals belonged to each related organization by fusion of service design approach and scenario technique, It is expected that it will be able to find out more specific problems and to find improvement alternatives.

키워드

참고문헌

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