Redesigning the civil protection process in the Municipality of Kaisariani (Athens): service design, participation, dissemination
A service design research focused on policy design and civic protection during emergencies, specifically wildfires around the Attica mountains.
In collaboration with the Municipality of Kaisariani, we studied the operation of Civil Protection at the Municipal level, focusing specifically on wildfires. The goal was to visualize the operations among stakeholders involved in Civil Protection and to enhance the Municipality’s response to emergency situations. Additionally, a toolkit was developed for the employees of the Municipality of Kaisariani.
The research and the toolkit were created to:
▶️ Support Municipalities to manage uncertainty and complexity. The public sector is required to adapt quickly to emergencies and to response quickly to municipal changes. Service Design methodology supports strategic changes with actual data and real insights.
▶️ Enable Municipalities to visualize the existing knowledge of their ecosystem. Visual tools contribute to a deeper understanding of concepts and processes.
▶️ Provide step-by-step guidance to public employees who want to introduce innovative methods and tools to their Municipality.
▶️ Familiarise public sector employees with service design tools.
The three key challenges that we addressed with this project were:
1️⃣ Simplifying and clarifying the responsibilities of the Municipality for stakeholders during an emergency of a natural disaster.
Before, during, and after an emergency event, it is essential to have a comprehensive record of the processes.
2️⃣ Encouraging the participation of citizens, local groups, and organizations in a holistic response plan.
Dealing with a natural disaster directly impacts the safety and protection of everyone. Co-developing a disaster response framework with the residents of a community creates comprehensive awareness and preparedness.
3️⃣ Involving citizens in awareness campaigns and other Civil Protection-related activities.
Preparedness is one of the most powerful tools in addressing natural disasters. Educational, and participatory initiatives enhance the preparedness of a neighborhood, municipality, or city to respond effectively to natural disasters.
30.000+ target group
3 months field work
1 Municipality
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