Service Process Design: The Emergency Telecommunications Cluster and
Humanitarian Disaster Relief Operations

Table of Contents

1. Introduction 3
2. Factors Influencing Service Process Design 5
2.1 Disaster Preparedness 5
2.2 Disaster Response 7
2.3 Collaboration during Disasters 10
3. Project Management and Humanitarian Logistics 10
4. Conclusion 12
Bibliography 13
Appendix 1 – List of figures 16

Service process design: Emergency Telecommunications Cluster during
Humanitarian Disaster Relief Operations

1. Introduction
On 8 November, 2013, Typhoon Haiyan struck the islands of the Philippines unleashing record sustained wind velocities of 315 km/h, (United Nations Office for the Coordination of Humanitarian Affairs , 2013). The storm which initially affected over 18 million people included the devastation of large urban population centres in Tacloban City and Roxas City. On November 9, the President of the Philippines appealed to the global community requesting international support. This request called for assistance in priority identified sectors including search and rescue, fuel, and telecommunications (Government of Philippines, 2013). Within 48 hours in response to the government request, the Emergency Telecommunications Cluster (ETC) activated, deploying staff and equipment to contribute to the Humanitarian Relief Operations (HRO) through provision of voice and data services as described in their ITIL based service catalogue (ETC, 2013). The provision of these harmonized and predictable services within common operational areas acts as an enabler for the humanitarian supply chain and related logistical requirements (World Food Programme, 2012).
The ETC, led by the World Food Programme (WFP) is comprised of a network of suppliers and service providers of Information and Communications Technology