A Reference Methodology for Developing and Transforming Public Services
Citizens Feedback in Service Design
Smart cities often do not optimally reach their goals if the end-users, the citizens, are not involved in their design (Johannes and Snoeck, 2019). Often-times, smart cities do not reach their objectives because citizens were not appropriately involved while defining its core elements (Dameri and Rosenthal-sabroux, 2014). Technology alone cannot transform a city, a socio-technical perception is needed when organizations embark on smart initiatives to address new challenges for enterprises and service providers (Ekman, Röndell and Yang, 2019; Bednar and Welch, 2019). Though, smart city services are driven by advanced information technologies, their accomplishment is highly dependent on user engagement, which is traditionally problematic (Peng, Nunes and Zheng, 2017). Therefore, it is important to consider citizen’s inputs from the service layer, and include them in the context layer while defining the requirement of the services as it would lead to improved quality of the services for the citizens of the city who are also the end users of the services.
The process to ensure that citizens input from the service layers is considered while defining the requirement of the services in the context layer are defined as follows: