This paper introduces a conceptual framework aiming to broaden the discussion on resilience for the design of public services. From a theoretical point of view, the paper explores service design with a Systems Thinking lens. A multi-contextual perspective aiming to analyze, decompose, and design smart cities services where resilience is an input at the service design level is described and the four diamondsof-context model for service design (4DocMod) is introduced. This service model accommodates various actors' contexts in public service design and consists of four design artefacts, the diamonds (See, Recognize, Organize, Do). From a practical point of view, guidelines for the application of the 4DocMod service model extension for resilience are described along with two case studies addressing the recent COVID-19 pandemic that illustrates a clear situation of resilience with insights in multiple contexts. According to the findings of this paper, it is obvious that resilience is not "just" a request. Instead, it plays a higher role within the service system. It is not "just" another Context, either. Instead, it goes through many contexts with different circumstances. In this manner, it is possible to address the qualities through which actors can become resilient, at the service design stage, to ensure continuity of the public services in times of emergency. As our approach using the 4DocMod is proposing, resilience may be is achieved when specific properties are provisioned at information service design level.

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This qualitative study explores the widely recognized role of the informal caregivers (ICGs) as key co-producers in the delivery of effective and sustainable healthcare systems. The central argument is that to enhance the quality of care in non-clinical settings and the healthcare ecosystem as a whole, developers of Health Information Technology (HIT) need to harness the knowledge and experiences of the ICGs to better align their products to practice. The paper has two aims: to improve the understandability of informal caregivers' role in non-traditional healthcare settings, and to identify and formulate valuable guidelines for the development of "fit for use" HIT solutions that acknowledge the needs of the ICGs.Health Information Technology is the application of information technology to health and healthcare. The fact that Health Information Technology ('HIT') brings together the management and computerization of health information with a wide range of stakeholders means it has far-reaching effects on the delivery and consumption of healthcare and health-related services [1: iv]. In this paper, HIT is defined as the use of information and communication technology (ICT) by formal (i.e., professional) and informal caregivers to deliver healthcare services in non-traditional settings. Basically, caregivers would combine the use of social media, collaborative platforms, online portals, bedside terminals, assistive technologies, handhelds, electronics, and electronic medical records into "effective means of accessing, communicating and storing information to improve patient care and population health, and reduce healthcare expenditures" [2: 476, 3, 4]. The sustained care of informal caregivers (ICGs) could enable people with chronic diseases, e.g., cancer [5], AIDS [6], Alzheimer's [7], stroke [8], Severe Multiple Sclerosis [9], and certainly the aging [10], to be assisted by family members either at the hospital or at home [11]. Nevertheless, to provide an effective care package, healthcare providers who enlist informal caregivers as active patient care partners [12] need to pay careful attention to the interactions between the ICGs, the healthcare professionals and the patients [13]. HIT has done much to make the informal caregivers part of healthcare service delivery ecosystems [14] but the evidence so far suggests that, overall, it is not enough to improve outcomes across the care continuum [2,15]. Prior studies have demonstrated significant advances in knowledge but uncertain improvements in skills [16] -in particular, in the training of disease management planning. The attitude of the healthcare provider to the ICG as a user of HIT is often the result of a mutual misunderstanding of needs [17,18]. On the other hand, the perception of the ICGs and care recipients is that they are at the mercy of the healthcare professionals.  MotivationThe difference between an informal caregiver (or family carer or caregiver, informal carer or care provider or caregiver) and a healthcare professional (e.g. clinical staff, nur...

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The pandemic has uncovered hidden, latent or unknown misalignments in healthcare worldwide. Difficulties, friction, disturbances, misunderstandings, underestimations, carelessness and other issues have ensued quickly, upsetting the ecosystem value creation mechanisms and influencing all actor’s behavior within every country’s Healthcare Service Ecosystems (H-SES). The expected health system impacts are those demarcated by the quadruple aims that include all the actors in the health ecosystem. Such aims address improving patient and caregiver experience; improving the health of populations; reducing per capita cost; and improving the work life of providers. This warranted a search for deeper understanding of the on-going dynamics and relative insights to foster actor engagement, provide a good global service in Healthcare, and fully reach the well-known quadruple aim. By referring to the cyclical model of the actor for actor model (A4A), we consider and review their shared intentionality and finality alignment, to investigate how resource integration work here and what happen in case of contingences (as in the case of a pandemic). It is a theoretical work, but entails many practical issues in Healthcare in terms of patient empowerment, improving population health, lowering cost of care, and maintaining the wellbeing of the care team.