Stress tests for public service resilience: introducing the possible-worlds thinking
通过定性案例研究，提出一个基于可能世界思维的情景规划模型，帮助公共部门管理者测试服务韧性并识别断裂点，以应对类似新冠疫情的冲击。
Tackling the COVID-19 pandemic and reverting to normal life and services requires resilience. This qualitative case study aims to help public sector managers understand service resilience and its accompanying breaking points by proposing a scenario planning model that tests resilience by applying possible-worlds thinking to public services. The proposed scenario planning model is based on empirical evidence showing how service design incorporated assumptions that became inaccurate in the pandemic, and how these inaccurate assumptions created pressures for change in the service design and production. The model we propose can help public managers apply such stress tests in practice.