Proactive and emotional citizens: A new paradigm of smart cities services design and operation

Abella Garcia, Alberto

Abstract:

The huge potential of the use of IT in the smart city context and its emerging services contrasts with a lack of enthusiasm and use between citizens. Citizens are no longer those passive recipients of public services but an emotional and proactive actor in them. This new paradigm revolutionizes services design. In this paper is presented a methodology that provides a systematic approach to understand the emotional components of the service and their impact on the citizen. Five phases are described: analysis, strategy, modelling, action plan, and governance. It results into a control scorecard based on the identified parameters allowing the managers to redesign services, understanding the real expectations and optimizing investments.

Año:

2015

Tipo de publicación:

Paper/Extenso Congresos GIGAPP

Número:

sxfg

Serie:

VI Congreso Internacional en Gobierno, Administración y Politicas Públicas. GIGAPP IUIOG. 29 sept. 02 octubre 2015.

Dirección:

Madrid, España

Organización:

GIGAPP IUIOG

Mes:

septiembre

Nota:

La ponente será Marta Ortiz de Urbina Criado. Hay 3 autores.. Supported by Project ECO2012-36775 of Spanish Ministry of Economy and Competitiveness (Spain) and the "Research Excellence Group STRATEGOR of Rey Juan Carlos University-Santander Bank".