10 Tips - How To Avoid Citizen Engagement Pitfalls

10 Tips – How to Avoid Citizen Engagement Pitfalls

Dr. Mazlan AbbasCEO - FAVORIOTEmail: [email protected]

© IGLUS 2017+ March 15, 2017

IGLUS Executive Master – Kuala Lumpur | Melaka training module

Content

§ Manycitizenengagementmobileapps(example– identifyingpothole,drainagefaultytrafficlight,illegalparking,unattended,etc.issues)failedsimplybecausetheyareunabletosustainthepopularity,usage,andcontinuousenhancement.Why?

Ad Hoc

Chaotic

VIRAL

SMS

Whatsapp

Facebook

Twitter

Radio TV

CapacityToHearAndRespond

Traditional channels (web portals, emails, phone calls etc)and method unable to handle effectively

CITIZENS CITY AUTHORITIES

“Black hole” issue

We Build Cities Based on Citizen-Centric Approach

CROWDSENSINGGet citizens input via their smartphones

LIVEABLE CITIESCitizens have a better quality of life

BUILD NEXT SMART CITY SOLUTIONLeverage innovative IOT solutions to solve the pain points of cities inhabitants

RANK & DECIDEAuthorities decide and justify their next plan of action

CITY INDICATORCitizens will see how their cities perform

FAVORIOT APPROACH

BUILDING THE NEXT SMART CITY SOLUTIONS

IDENTIIFY & SOLVEIdentify locations of issues and City Authorities respond accordingly

CITIZEN ENGAGEMENT MOBILE APP

SmartWasteManagement

TIMELY SCHEDULE

ALERT

“I’M FULL”

UNATTENDED GARBAGE

RIGHT ROUTES

SmartParking

Smart ParkingWith Sensors

Location ofParking

Availability

Parking Utilization

Tiered PricingParking

TweetingPotholes(PANAMA)

Tip(1)– Buy-inFromBothSegments• Itrequirestheactiveparticipationofbothparties.It’slike“chickenoregg”question.Whostartsfirst?

• Residentsfeltthattheircomplaintswouldgodownthedeafearsofthelocalcouncils– justlikegoingdowntheblackhole.

• Thelocalauthoritiesthataresensitivetothecitizensfeelthatthecitizensneedtochanneltheirgrousesintoaproperchannelratherthanlettingtheirangeronsocialmediaandbecometerriblyviral.

Tip(2)– Publicity• Ifyouask100or1000peopleonthestreetswhethertheyhaveheardsuchapplication.Wecanalmostguaranteeyouthatnonehaveheardthat.

• It’seasiertogetaridiculouspublicitymessageacrosstheWhatsAppratherthansomethingwhichismoreuseful

• ”Engagementfatigue”

• Staffintensive

• Timeconsuming

• LittlereturnofMunicipalinvestment

Tip(3)– FindingTheRightConcernedCitizens• Whoarethesepeople?Whattypeofindividualsthatareconcernedaboutthecleanlinessorsafetyofthesurrounding.

• TheNATOandtheSELFIES– thenon-concernedcitizens

Tip(4)– GamificationIfNecessary• PeopleWantsAnIncentiveToParticipateInCrowdsourcingInitiative.EitherGetThemselvesPaidInMonetaryOrPrizes.

• TheOtherWayIsToGamifyTheAppInSuchAWayThatGivesSomeFormOfStatusWithinTheCommunityApp.GiveThemPointsAndElevateThemIntoADifferentStatusOrHigherRankOnTheLeadershipBoard.

• LaunchContestWithPrizesForBeingTheMostActiveUsers.

Tip(5)– PressureGroups• Noadministratorsofthecitieswouldlovetoreceivecomplaintseveryday.Nobodylikestohandlehundredsorthousandsofcomplaintseachdaythroughoutthewholeyear.Butiftheydidnotmanageandclosethecomplaints,howcouldtheysolvealltheproblemswhicharealreadyinthequeue?

• Whyneedtobeinareactivemodewhenlocalcouncilscanbeproactive?

• Sometimes,cityauthoritiesneedalittlepushor“pressure”fromthepeople.

Tip(6)– SocialMediaChannels

• Themostpopularofficial

channelsbylocalcouncilsare

eitherthroughphone,fax,web

portaloremail.Buttechnology

hasrapidlychangedthe

landscapeofcommunications

withtheadventofsmartphones,

mobileInternet,andSocial

Media.

• Allowthecitizensto

communicateontheirfavorite

socialmediachannels.

“One App to Bind Them All”

Tip(7)– In-houseVsOutsource• It’sNOTonlythefront-endbutalsothebackendsystem.

• Thus,alotofcitieswhothoughtthattheycouldjustdevelopthemobileapp(i.e.thefront-end)in-housedidnotrealizewhattheyaregoingtoendup.

• NearlyalllocalcouncilITdepartmentsarenotsetupasaproductdevelopmenthouse.Thebudgetgiventothemareonlyenoughtooperate,manageandmaintaintheITsystembutnottobecomeinnovativeanddeveloptheirapplication.

Tip(8)– ProductRoadmap• HandlingacontinuousdevelopmentandfutureenhancementofthebackendsystemrequiresasustainableITsupportresources.

• Newtechnologyemergesandthusitmustquicklybeadaptedwiththecurrentprocessworkflow.

• Developingandsupportingthisin-housewillprobablygivetheITdepartmentofthelocalcouncilahorriblenightmare thattheywillalwaysregret.

Tip(9)– SmartCityVision• CitizenengagementisonlyoneofthesinglecomponentinaSmartCity.Theyaremanyapplicationswhichrequireintegrationtoasmartcityplatform;thus,itcannotbedevelopedinsilomanner.

• RememberthatIOTalsorequiresinputfromphysicalsensors(otherthanthesensorsfromthesmartphones).

• ArealSmartCityneedanintegratedplatformthatcollectsandaggregatesvarioussourcesofdata(structuredorunstructured)todiscovertheinsightsofthecityandmakecitiesabetterandsustainableplacetolive.

Tip(10)– It’sNotAnItJob!• Ofcourse,anyITcompanycandevelopthemobileapp.

• However,IOTrequiresdifferentskillsthatencompassembeddedprogramming,understandingdifferentcommunicationsprotocols,cloudservices,andbigdataanalytics.

THANK YOU@favoriotFAVORIOT

• EMAIL: [email protected]• TWITTER: @mazlan_abbas• FACEBOOK: www.facebook.com/drmazlanabbas• LINKEDIN: my.linkedin.com/in/mazlan/• SLIDESHARE: www.slideshare.net/mazlan1• ABOUT ME: about.me/mazlan.abbas• BLOG: iotworld.co

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