SmartSociety Hybrid and Diversity-Aware Collective Adaptive Systems When People Meet Machines to Build a Smarter Society Grant Agreement No. 600854 Deliverable D9.1 Work package WP9 Scenarios and User Requirements Elicitation Dissemination level (Confidentiality) 1 : PU Delivery date in Annex I: 31/12/2013 Actual delivery date: 31/12/2013 Status 2 : F Total number of pages: 99 Keywords: Serious Games, Scenarios, Use cases, User requirements 1 PU: Public; RE: Restricted to Group; PP: Restricted to Programme; CO: Consortium Confidential as specified in the Grant Agreement 2 F: Final; D: Draft; RD: Revised Draft
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D9.1 - Scenarios and User Requirements Elicitation
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SmartSociety
Hybrid and Diversity-Aware Collective Adaptive Systems When People Meet Machines to Build a Smarter Society
Grant Agreement No. 600854
Deliverable D9.1 Work package WP9
Scenarios and User Requirements Elicitation
Dissemination level (Confidentiality)1:
PU
Delivery date in Annex I: 31/12/2013
Actual delivery date: 31/12/2013
Status2: F
Total number of pages: 99
Keywords: Serious Games, Scenarios, Use cases, User requirements
1 PU: Public; RE: Restricted to Group; PP: Restricted to Programme; CO: Consortium Confidential as specified in the
This document contains material, which is the copyright of SmartSociety Consortium parties, and no copying or distributing, in any form or by any means, is allowed without the prior written agreement of the owner of the property rights. The commercial use of any information contained in this document may require a license from the proprietor of that information.
Neither the SmartSociety Consortium as a whole, nor a certain party of the SmartSociety Consortium warrant that the information contained in this document is suitable for use, nor that the use of the information is free from risk, and accepts no liability for loss or damage suffered by any person using this information.
This document reflects only the authors’ view. The European Community is not liable for any use that may be made of the information contained herein.
Full project title: SmartSociety - Hybrid and Diversity-Aware Collective Adaptive Systems: When People Meet Machines to Build a Smarter Society
Project Acronym: SmartSociety
Grant Agreement Number: 600854
Number and title of work package: WP9 Proof of Concept and Validation
Document title: Scenarios and User Requirements Elicitation
The set-up for the scenario. This section contains information about how the user came to use the application, and any pertinent details that influence their interaction.
Actors
What kind of user the subject(s) is (are). A description of the user will include audience type, demographics, preferences, and any other details that are appropriate to the scenario. Users should not be just individuals, but also collective entities (e.g. organisations, PA, etc.).
Objectives
The task that the user will complete in the scenario. This section describes what the users intensions are for the scenario.
Description
What happens in narrative way. A story is told about what the user experiences and does. Included are decisions that the user makes and the consequences. No assumptions about solutions should be made at this stage. Open your mind, be free and try to think about the hi-tech society you would like in the future!
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6.3 Appendix III: Collection of macro-scenarios
Scenario Number
1
Current Version
1.7
Title Tourism scenario
Application domain Tourism
History
Author Version Action
Stuart Anderson, Mark Hartswood
1.01 CiceroneCAS scenario created
Marco Pompa 1.02 Tourism scenario created
David Wortley 1.1 Scenarios merged, narrative description created
Giancarlo Bo 1.2 Amendments and comments
Marco Pompa 1.3 Edited and adapted
David Wortley 1.4 Foreground part expanded
Marco Pompa 1.5 Edited and adapted
David Wortley 1.6 Improvements
Marco Pompa 1.7 Edited and adapted
Background
As tourism becomes more and more highly personalized and differentiated, there is an insatiable thirst in some sections of the tourists market for ever more detailed, “authentic” and engaging experiences for popular tourist destinations. Travellers want to undertake guided exploration of their destinations in small groups and ask ever more demanding and detailed questions to their guides. They also want to avoid other crowds of tourists and are bored by the standard offerings. This places are ever increasing demands on the tour guides and there is a continuous need to update the offer of more novel experiences to returning visitors and to refresh their approach to the sights and sounds of the tourist locations they provide “advanced” guidance on.
The scenario is set in CAS_City which is an international tourist destination with a rich cultural history, lots of museums and points of interest and an efficient public transport system. There are many hotels and guest houses for independent travellers. Moreover, Package Tour Operators also offer guided tours around the most popular locations.
CAS_City’s narrow historical streets and bustling cafes and bars are a source of traffic congestion which is made worse by the larger tourist parties and the City Council need to make plans to improve the transport infrastructure in ways which preserve the valuable cultural experiences whilst improving the efficiency of transport for CAS Citizens.
Actors
Franco Carboni is a young tour guide. He is a native of CAS and hosts guided tours during his vacation times from university. He has hosted several tours and would like to be more flexible in how the tour is conducted. He enjoys getting to know his clients and tries to focus on things of specific interest. He is often frustrated by congestion and long waits. He feels that more could be done to make the experience smoother and more interesting.
Maria Degas is a citizen of CAS with a passionate interest in local history, especially traditional song and dance. She loves her native city and enjoys posting photos, videos and music to social media sites. She is
retired and has limited mobility but would love to share her knowledge of the city with visitors
AllOverTheWorld is a tour operator which has been selling package holidays to CAS for several years. These holidays include optional guided tours. They have been facing stiff competition from other tour operators able to promote customized tourist experiences and although their tour guides are experienced and well trained, there have been complaints about tours around CAS_City because of crowding and congestion, competition from other tours and long waits at restaurants and points of interest. The company is keen to find ways to create competitive advantage by offering a richer and more personalized experience for visitors as well as developing a better virtual presence on the internet.
Miguel Rondo owns a bar restaurant in the heart of the tourist area. He finds he is either swamped with guests or half empty according to the time of day and the scheduled tours. He is very proud of his restaurant but often frustrated by the apparent lack of co-ordination between tour guides and frequently has pre-booked parties arrive late because of delays in itinerary
Amy is a young American tourist who has long dreamed of visiting CAS and especially enjoying some of its musical heritage. She has done a lot of research on the internet and used a budget airline and “last minute” hotel site to organize travel and accommodation. She is travelling on a limited budget and feels that she is not getting best value from the tours because they only repeat the information she has already gathered from the internet. She would love to know a lot more about CAS musical history and traditions
Peter and Rosalind are an elderly retired couple booked on a package holiday to CAS, They have a “bucket list” of places to visit and things to see before they die and CAS City is high on the list. They don’t like queues and congestion and want as smooth and rich an experience as possible.
Objectives
The objective is to give expert and motivated tourists what they want: a detailed, interesting, non-routine, engaging experience of what could be a very popular destination while trying to avoid the impressions that they are being “processed”.
In parallel with this, CAS_City needs to both plan its transport infrastructure to cope with a growing demand for both tourist and local citizen traffic and dynamically react to disruptive events. Any system also needs to provide as rich an experience as possible whilst attracting and gathering new content and information to be shared both physically on location in CAS and virtually on CAS_City web site.
The system needs to support both tour companies and individual tourist guides in co-ordinating visits, meals and special events to both avoid congestions and promoting personalised exploration of the city..
The system needs to be able to respond to and support interactions between the actors both at a strategic level to support long term planning that connect people and resources in a personalized and efficient way and at a tactical level to make it capable of dealing with unusual or unexpected events.
Strategically the system needs to monitor and profile the activities and motivations of the actors and use this information to make connections and build relationships between the actors and dynamically plan resources and activities in line with CAS City’s strategic vision and global identity.
At a day-to-day level, the system needs to also rapidly respond to incidents and accidents as they arise and call upon relevant human and technological resources to minimize disruption.
The system also aims to utilize crowd knowledge in order to build a new knowledge base for tourists, which can potentially be used to create more and better services and to harness individuals’ knowledge to help tourists having a pleasant trip, or to solve problems occurring during their trip or in their daily life.
Description
It is a summer’s day in 2018 and the football world cup is taking place. CAS City has supplied 2 players to the national team which is playing an important match in the qualifying rounds. A giant screen has been erected in the main square to show the match which is taking place mid afternoon and large crowds are expected to be watching in the square and in the many clubs and bars in the city. The tour operators like AllOverThe World know there is likely to be a lot more congestion in all the tourist areas and they need Smart Society to co-ordinate schedules which deliver the smoothest possible experience to every individual tourist. Franco is looking forward to all the buzz and excitement of the day and he would like to be able to guide tourists who have an interest in soccer to incorporate watching the match in the tour so he would like
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Smart Society to identify the best tourists to make up his party and plan an itinerary that will be attractive for tourists to sign up to. Maria has no interest in soccer and hates crowds but she would welcome being connected to tourists with more cultural inclinations so she can share her expertise from home using whatever technology Smart Society can provide. Miguel knows there will be a lot of business opportunity today and would like Smart Society to help not only to manage bookings but also plan the menus, food supplies and cooking rotas to serve people quickly and efficiently with as near as full a restaurant as possible throughout the day. He is looking to Smart Society to match tourist schedules and meal preferences to his restaurant. Amy is not interested in soccer and would really like to have a customised tour that avoided the crowds and connected her to both other tourists with the same interests and local people like Maria. Peter and Rosalind would like to visit as many places of interest in CAS City as possible but would like to organise their own schedule without a guide, including an early lunch away from the crowds.
The Smart Society System had analysed the historic tourist and traffic data and had prepared a schedule of activities designed to balance the individual needs and preferences of the tourists with the resources available, making provision for the expected surge in numbers arising from the soccer match and its projected impact on traffic volumes. The system had put in place a series of traffic diversions to manage the flow of visitors and an intelligent parking system was directing motor traffic to the best free spaces for individual destinations. AllOverTheWorld had used the system to allocate Franco to a group of tourists who wanted to combine watching the match in the City Square with a guided tour around the most popular city sites and the restaurant booking system had co-ordinated table bookings with restaurants subscribing to the system. Franco’s party were booked into Miguel’s restaurant for a noon table. Amy had used the Smart Society system in advance of her trip to be connected to Maria and other tourists with a special interest in music and cultural history. Maria had used Smart Society to suggest an itinerary which avoided the crowds and the soccer match in the City Square. The system had suggested restaurants appropriate for each tourist preference built around Maria’s schedule. Peter and Rosalind planned to use the CAS-City live system which offered a real-time programme showing activity hot-spots so that they could choose their itinerary around the quiet spots. The CAS_City Live system monitors traffic levels and dynamically displays electronic signage for directions and a messaging update service for visitors who register their preferences and visit details.
The CAS_City’s optimised programme was inevitably a compromise solution designed to match needs to available resources and manage conflicts of interest. On the day of the match, unusual weather conditions cause delays to incoming flights to CAS City, including a couple of chartered flights of football supporters. Peter and Rosalind’s flight is also affected. A number of Franco’s scheduled group would now be arriving late. Maria is taken ill the previous evening and has been taken to hospital as a precaution so she is unable to host the party. These disruptions have an impact on all the actors in the scenario and a solution needs to be found to minimise disruption both for the individual actors and the city as a whole.
AllOverTheWorld are one of the first commercial sponsors of a Smart Society game. Their company is seeking to establish its brand as a world leader in the use of social media for tourist activities in competition to companies relating to tourism. As well as offering and hosting a virtual currency service in partnership with CAS City tourist enterprises, AllOverthe World also uses the game as a way of recruiting, assessing and developing their staff, all of whom are encouraged to participate in the game, with incentives for staff who add value to the AllOverTheWorld experience. As an experienced tour guide, Franco is used as a contributor to the game’s questions, a source of answers and as the avatar for the game’s “help buddy”. Franco has a virtual currency salary bonus based on the number of active participants during each month, and the number of new contributing members. He receives a special bonus if he recruits a new member who later becomes employed by AllOverTheWorld. Miguel is particularly interested in the use of the game to attract specific types of customers to his restaurant. He does this by offering virtual currency incentives to people who have an interest in traditional recipes and wines, submitting questions and answers targeted at specific demographic groups. Amy is very technology literate and an avid player of mobile games and social media user. She embraces the game and is happy to do some research to both set questions and respond to answers. She uses the game before she comes to CAS City to generate virtual currency and when she actually arrives there, she is happy to use positional data on her mobile device to provide valuable information to other tourists about problems such as congestion as well as spontaneous real time interesting “hot-spots”. Maria sees the game as a valuable way to engage with and support tourists as well as engaging some of her friends who have lived in CAS City all their lives. AllOverTheWorld decide to employ Maria as a virtual tour guide responsible for organising and promoting cultural events and managing a small team of older locals who provide support for the game on a voluntary basis with virtual currency and badges as their reward. Peter and Rosalind are less experienced and active users of technology but they have learned to use their mobile device to pose questions to the game and also share their positive and
negative experiences of the support given by the game in their tour of CAS City.
The unforeseen disruptions on this summer day provide and ideal opportunity for the actors to use the Smart Society game to not only support each other and any tourist in CAS City on that day, but also to earn virtual currency as a reward. Each actor in the game contributes real time information on their position and status along with designated information topics and their impact on the schedule. The Smart Society game responds by rescheduling resources to ensure that within the constraints of the situation, each actor is provided intelligent suggestions to optimise their needs.
Other Stakeholders
The local tourist offic may be engaged in helping to support the activities of the tour guides.
CAS_City Council
Comments
Here the tour guides are constructing a communal resource that can be dynamically refactored using hybrid approaches.
The approach recognizes the diversity of the tourist group and of the capacities of the cicerone.
Scenario Number 2 Current Version 1.1
Title Policing scenario
Application domain Policing
History
Author Version Action
Mark Hartswood 0.9 Document created
Stuart Anderson 0.91 Incorporated Stuart’s suggestions
David Wortley 1.0 Suggested additions / amendments
Marco Pompa 1.1 Edited and adapted
Background
Policing, like many public services, is adapting to severe funding constraints. One response has been to explore the potential of digital technologies to enhance the effectiveness and responsiveness of policing with fewer resources. Forces are experimenting with social media to communicate with the public and as a source of intelligence; mobile technologies to improve flows of information and provide guidance to officers on the beat; and connected infrastructures to improve integration with other services (e.g. prosecution or probation services) [1]. A number of risks attach to these programmes of innovation including ensuring transparency and accountability, correctly interpreting intelligence from novel sources of varying quality and provenance, and ensuring that response remains proportionate to the level of concern.
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Against this backdrop, the media, both traditional and the emerging citizen media are lobbying and influencing policing policy. There is growing conflict between the rights of the individual citizen and the need for public security. The techno logical tools which were once only affordable and accessible to established substantive organisations are now in the hands of citizens from every walk of life.
A truly Smart Society will need to develop solutions which transparently and equitably balance to rights and needs of individual citizens (both present and future) with the rights and needs of society (present and future) within the resources available (present and future)
Police forces are experimenting with:
Predictive policing – how predictive techniques based upon past crime data can estimate where crime will next occur, enabling a targeted response to be made [2].
On the spot registering of crime that is immediately available to other officers and CID teams.
The ability of officers on the beat to receive contextually relevant information, including real time details of: crime events happening nearby, registered concerns of citizens about social nuisance, antisocial or criminal behaviour.
Multiple channels of environment sensing including in-car video cameras, CCTV cameras and number-plate recognition points, ability to mobilise crime-scene footage and reach large populations via social media.
Beat officers having instantaneous access to a range of police databases including number plate checks, criminal records, details of suspects at large including instant access to photographs.
Use of information created by members of the public including social media to generate situational awareness in the aftermath of terrorism, a disaster or public disorder situation (to give a few examples).
Beat officers initiating protocols that connect street policing much more tightly with criminal justice procedures.
The use of social networking to reinforce watchfulness in the local community and develop a network of trusted observers that builds its expertise in observing and reporting on activity in the community [e.g. see 3].
The use of social media to reinforce the role of police officers in the community, for example, linking police officers embedded in schools to the student and teacher body. Allowing community police officers to help in coordinating community activities like clubs, events etc.
If we combine from the above technologies to connect officers with live intelligence streams, remote colleagues, forecasts from predictive crime models and police databases in ways that shape responses and induce cycles of learning, then a Collective Adaptive System begins to emerge.
Citizens and activists have been using :-
Mobile devices and messaging to organise “Flash Mobs”
Location based services to co-ordinate activities
Social media such as Twitter, Facebook and Blogging to influence opinion
Hacking and Wikileaks to expose secret information
With the increase in cloud based services and ubiquitous sensors, technology offers multiple opportunities to both established authorities and citizens to influence the future for good or evil
Actors
A range of actors are involved with diverse interests and preferences, from patrol officers themselves, headquarters support, CID and forensics to witnesses, victims, and members of the public in local communities or neighborhoods with diverse cultural backgrounds and attitudes towards the police. Criminals should also be included as participants in the CAS as antagonists who will also learn and adopt strategies to evade detection as a counter-response.
Mark Bentley is the newly-appointed Police Commissioner with responsibility for policing policy in Manningham. He is a former local councilor and a member of a neighborhood Watch committee on his estate He is keen to make his mark in his new job and with his budgetry responsibilities, he is very worried about the forthcoming march and football match with its potential for violent crime and associated bad publicity.
Diann Finch is a community police officer, volunteering her time to support her local area. She has developed a good relationship with community groups in Manningham and lives on a former council estate which is now seeing increasing levels of unemployment. She wants to be provided with tools that enable her to take pro-active steps to build community cohesion and rapid intelligence and response mechanisms for handling difficult situations.
Frank Jankowski is a Polish immigrant who has lived in Manningham for half his life. He is a law-abiding citizen with no police record. He regards himself as a Manningham local with a lot of pride and loyalty for his community. He is an active user of blogs and social media around community development and he has growing concerns about divisions in the community. He is worried about the forthcoming football match as his family has experienced aggressive and anti social behavior in the past.
Mary Smith is a magistrate at the County Court. She has a reputation for fairness but has been criticized for lenience in the past when people has given community orders and non-custodial sentences to have become repeat offenders. She knows that the forthcoming clash is likely to result in trouble and she wants to have the best possible information available to help in her judgements.
Bill Bloggs has lived all his life in Manningham and has lost his job at the factory which now employs many foreign workers who have moved into the region from across Europe. His resentment against foreign workers is often expressed in his local bar. He has become involved with an activist group who use social media to create “flash mob” demonstrations. He occasionally uses Twitter to voice his opinions and he plans to join a protest crowd against the cultural march.
Janice Jones is a known trouble maker with a history of petty crime including shop lifting and anti-social behavior. She has previously been served with an ASBO (Anti-Social Behaviour order). She has a mobile phone but only uses it for voice and text messages. She is hoping that there will be some trouble that she can use as a diversion for shop lifting or looting.
Ashram Patel is the owner of a small convenience store and post office and lives with his family above the shop which is near to a former council estate. He emigrated to the UK in the 1970s. He has been a regular victim of petty crime, mostly shop-lifting but also, on one occasion, armed robbery. He has fitted CCTV in his shop and is considering closing for business on the day of the march and soccer match even though it would cost him in lost business.
Manningham Town is the town’s football team playing in a lower division of the football league. They rely on a mixture of volunteer stewards and local police on match days which are mostly trouble free but there have been problems with violence and disorder when local derby matches have been played. They are looking for reassurance that there will be added police capacity and responsiveness at the match.
Pete Prentice is a news reporter with the Manningham Mercury daily paper which has been running a local campaign highlighting some of the social problems on the former council estate where there are high levels of unemployment. He regards himself as socially responsible but he is an avid user of twitter with many followers. He sees himself as the voice of the Manningham citizen and wants to protect the town’s reputation and security. He would like the most up to date news of any major issues and problems.
Manningham Community is a multi-ethnic organization whose mission is to celebrate cultural diversity – they organize special events and marches for significant dates such as Diwali. Their annual march is normally a peaceful celebration of cultural diversity but they are worried that growing tensions in the town could ignite trouble. The organisers of the march co-operate with the local authorities and want as much information as possible to plan the march in as secure and trouble-free way as possible.
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To explore CAS in the context of policing in ways that shorten the cycle of intelligence gathering, assessment and police responses while incorporating a wider range of intelligence sources and response opportunities. To do this in ways which incorporate public assistance safely and prevent responses escalating inappropriately.
To balance the needs and concerns of the authorities responsible for maintaining security, law, order and justice in society with the diverse needs, aspirations and capabilities of citizens
Description
A Scenario: Trouble when two public events take place simultaneously
This scenario is based on an annual cultural march coinciding with a local derby soccer match in which there is a lot of rivalry and hostility between the fans. Local residents are concerned about the possibility of violence, criminal damage and theft. There is evidence that criminals see these two events as an opportunity to trigger riots as a cover for theft and violence.
The Manningham Multi-Cultural community is holding its annual celebration in which many ethnic groups march through the city. In previous years, there has been very little trouble but growing unemployment in Manningham and a massive increase in foreign residents who tend to buy properties in the more run down and deprived areas of the city is causing some resentment amongst older citizens who have lived all their lives in Manningham.
The local media have been running articles about the problems of unemployment and foreign residents and there have been growing incidents of petty crime, much of which has been blamed on the foreigners and their families. Youth unemployment is also high with a lack of affordable entertainment for younger people.
Against this backdrop, the community march coincides with the local derby football match and although they are taking place in different parts of the city and slightly different times, there will be a big demand on the local police and security officers. The situation leaves Manningham exposed to various criminal and civil unrest instigators to use this situation to their advantage for both crime and civil disruption.
All of the stakeholders are involved in preparing for this day and its possible consequences and the smart society solution needs to support the rights and freedoms of citizens and their properties and livelihoods whilst mitigating against the social and economic damage that could be caused without proper planning and preparation.
Other Stakeholders
A broad range of stakeholders are involved including
Manningham Town Council
Local Shopkeepers Association
Chamber of Commerce
Comments
An important question is how can we use CAS design principles to ensure that the emergent system is robust and exhibits acceptable behaviours, particularly when challenged by crisis situations, heightened public emotions or noisy intelligence signals?
Some of the challenges include:
Building appropriate safeguards: Shortening the cycle over which intelligence is gathered, interpreted and acted upon poses the risk of removing checks and fail-safes that currently guard against inappropriately amplified responses to innocuous data. How is it possible to get the responsiveness of a CAS without increasing false positive events? (Although “safeguards” may not be the correct idea here, it may be that it is possible to build systems where balancing or corrective information is seamlessly built in so avoiding the need for expedients like rule-based checks etc.)
Enlisting public support: Social media provides new but often equivocal points of engagement between the public and the police. Although feeds like twitter are potentially a highly valuable source of situational
information in an unfolding emergency (as occasioned by a riot or a natural disaster), it can be hard to distinguish between trustworthy and malicious public contributions. Moreover, events that engage a population in strong emotions can motivate well intentioned participation in an investigation but also lead to highly disturbing outcomes. For example, attempts by reddit users to identify the Boston Marathon bombers became a witch hunt resulting in public identification of innocent bystanders as perpetrators [3]. A question then for a CAS system is how to harness public enthusiasm to help solve crime in more controlled and appropriate ways. There are perhaps strong roles to be played here by carefully designed serious games that bring a range of expertise to bear on intelligence analysis, or interpreting crime scene data.
Ensuring data security: Exploiting and combining increasingly complex data streams raises forensics issues around their integrity. Provenance becomes a key issue, particularly to avoid creating new opportunities for data to be manipulated or fabricated during the course of an investigation. This point is especially important because what counts as intelligence during the course of an investigation may then serve as evidence during a prosecution where strong attempts will be made to discredit that evidence.
Governance and accountability: It is possible to exacerbate already polarised views about the appropriateness of policing practice where policing responses become increasingly system driven and opaque. What new governance issues arise from a policing CAS? What opportunities are afforded towards enhanced public involvement in police governance (and what sorts of greater responsiveness might be required)? And what are the risks that already marginalised groups become more alienated?
These challenges point to potentially interesting issues in data associated with social networks. In the social network context, hard information is replaced by a distribution of a particular observation over the network. The problem for the user of data in such a context is deciding what the correct population is to make the observation over and how correctly to construct the relevant population given what we want to know. There are a few observations:
This is a well-known problem to opinion pollsters. If you want to predict the outcome of an election you need to take a representative sample of the population in terms of a range of factors. If you want to influence voters you need to look for the “swing vote” population who are likely to change their minds and so on.
In the CAS situation we need to do this “on the fly” using hybrid diversity-aware techniques so we can identify a range of different populations corresponding to different observations we want to make and the populations are not necessarily static, they may be highly dynamic as a situation unfolds.
This approach could cast interesting light on elements of compositionality because one approach is just to consider the combining of different forms of statistical evidence as the means of composing the work of the various populations in the social networks.
As well as yearly checkups at the doctor, Kevin continually checks his own blood pressure, heart rate, and blood sugar using a simple wireless device. Over time he might extend this to include sleep monitoring, qualitative introspective measurements (e.g. happiness).
This is automatically added in to his healthcare record, along with suitable provenance data about how it was collected (e.g. sensors used, that it’s unsupervised etc.). When he visits his doctor, he can choose which categories of information to share, depending on questions asked.
Requirements:
communication between diverse devices and medical record stores
allowing addition of user data, with provenance, to medical record stores
granular sharing privileges that protect privacy
Monetising My Data
Tom is especially valuable he is an identical twin. Many people would like to be able to use parts of his medical records in studies, or to aggregate into data collections. Tom sets up permissions on his healthcare records that specify which bits of his data he is willing to share, and under what conditions. This includes whether the data can be resold, how long access is given for, whether he can retract the data, and how much he wants to charge under different conditions. Since Tom is not a lawyer or a data specialist, he pulls in some shrinkwrap CC style licenses which are clear about the possibilities. Lots of transactions go through without any further intervention where someone is willing to pay more than his minimum price. Occasionally, Tom gets requests for some kind of access along with an offer price, and chooses whether to accept or not.
Requirements:
specification for permissions about use and reuse of personal data
mechanisms to share data adhering to these permissions
discovery of people who match certain criteria
automatic negotiation of prices for data access
Sharing Symptoms and Treatment Effects
Jenny has been feeling ill, with consistent symptoms, and is wondering what kind of treatment to undergo. Based on her current symptoms, and her medical record, the system finds a group of people with similar issues, medical histories and genotypes, and collates anecdotes and data about the effectiveness of different treatments (i.e. how long was treatment, did it need to be repeated, how did you feel). This all happens anonymously. At the same time, she can join social groups (anonymous or otherwise) to interact with, by talking and sharing curated excerpts of each other’s records.
Requirements:
discovery of people with similar symptoms (implies some kind of machine readable version of symptoms)
discovery of people with similar medical records
annotating timelines of medical data
interaction protocols for anonymous/pseudonymous/real named discussion
Collaborative Hypothesising
Mark swears blind that wearing orange glasses after dark helps with insomnia. People with a certain genesequence may have a predisposition to cardiac arrhythmia, exacerbated by eating green leaf vegetables. People with a given blood group may have a tendency towards wheat/gluten allergies. (These are all real hypotheses floating around at the moment). The Healthy Social Machines can combine behavioural data, genotype and symptoms across the population to assess the validity of these hypotheses. When groups of people interact, they can turn their shared anecdotes and ideas into testable hypotheses,
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and run them on population scale data. Each hypothesis is a rich object, with argumentation history and personal annotations. It can be linked to parts of individual records, for comment “hey, you see here, after this long period of inactivity, everything spiked did you do something different that day?”. It is also an active agent, which seeks out potential matches (similar medical records), to see if they share symptoms, and put them in touch with the groups hypothesising.
Requirements
executable hypotheses, which can run against people’s medical records
collaborative annotation of the shared components of medical records
similarity matching on personal data stores
Pervasive Analysis
Based on analysis of millions of health records, a lab team have developed a 99% accurate prediction method for a suddenonset condition. A spike in blood pressure and heart rate, coupled with a genetic profile plus reduced movement for a few days indicates that an individual is about to deteriorate into having some condition. Anyone can sign up to be monitored for this, and anonymously pass over their realtime, digital health objects for continuous monitoring. If the trigger goes off, the person gets a notification that they may be heading into trouble, and their doctor gets an explanation of why the alert was triggered, and links to similar case files and treatments.
Requirements
granular sharing of records
realtime analysis of data feeds
discovery of potential customers through matching health records
Objectives
This complex scenario is conceived around different actors that might engage with social computations supporting their healthcare. A key question is whether the same underlying system could facilitate all these different forms of social interaction.
Description
Healthcare DR Storyline
The year is 2020 and biotechnology and healthcare monitoring systems are commonplace. It is now possible to continuously monitor almost all medical parameters of the human body through ambient devices that are either worn or embedded in the body. Wireless technologies enable this realtime data to be accessed and shared across the globe.
Mobile devices run applications that allow citizens to track their medical status and experiment with exercise, nutritional and lifestyle patterns to maintain or improve their well-being. Specialist companies offer personalised packages for healthcare maintenance and coaching.
In recent years there have been various pandemic scares and the emergence of so-called “superbugs” which have become drug resistant. World authorities have begun discussions about unifying a system of “medical passports” which require electronic data about citizen medical history to be carried by visitors to foreign countries. Through a combination of genome and DNA analysis, it is possible to allocate a unique identity profile to every human on the planet
Civil rights groups demand the right to medical privacy yet vast amounts of personal medical data is being collected, analysed and stored on the cloud and is being used to make healthcare recommendations to citizens and healthcare professionals on demand.
Jenny is a 30 year old woman who has been feeling ill recently and her symptoms have lasted for several weeks. Visits to her local doctor’s surgery have not been able to identify any specific medical conditions. Jenny has been wearing one of the latest bracelet devices for lifestyle maintenance and has been tracking
her sleeping, eating and exercise patterns on her mobile device. She is also a registered user of an international DNA analysis service that now holds millions of DNA profiles and offers a variety of online services. Several weeks ago, Jenny returned from a trip to the USA where she had a great relaxing holiday in Florida. She works as a teacher in a local comprehensive school. Jenny has researched her symptoms both through the general internet and with the company who supplied her tracking bracelet but cannot find any clues. She is starting to feel worse and is very worried so she visits her doctor who now has access to SmartSociety applications and data.
Together Jenny and her doctor use SmartSociety to try to solve the problem once and for all. In signing up with the lifestyle management and DNA companies, Jenny had agreed to share her data with the general public on an anonymous basis to protect her identity but with the provision that she gets free access to any diagnostic and alert services that have permission to use her data. As well as the private sector specialist service providers who charge for their services, doctors and National Health Providers also have access to a secure area within SmartSociety which has been set up to tackle pandemic and global health issues. SmartSociety analyses both Jenny’s own data services and the secure services and detects a recurring pattern amongst citizens with Jenny’s profile and also identifies that there has been an unusually high death rate in the part of the USA that Jenny visited. SmartSociety is able to identify that only a relatively small set of profiles is affected and highlights a common factor amongst the sufferers.
SmartSociety is also able to use messaging services to alert people who share Jenny’s profile and invite them to share their current status and lifestyle patterns to see if there are any remedies or behaviours which might help Jenny. Eventually, someone in Florida who is a passionate believer in herbal medicines and supplements, responds with a suggestion for a herbal supplement. Jenny’s doctor uses SmartSociety to scan for any negative side effects amongst those users of this supplement and, once satisfied, prescribes it for Jenny who soon recovers, sharing her recovery pattern as a SmartSociety case study.
Other users of lifestyle and DNA monitoring who share Jenny’s profile get free alerts on their applications and SmartSociety manages the financial rewards for those whose data has been used to improve healthcare.
Other Stakeholders
National Health Service(s).
Comments
This scenario was designed originally by Dave Murray-Rust, working as a researcher in Edinburgh on the SociaM project (an EPSRC-funded project on social computation in the UK involving Southampton, Oxford and Edinburgh). Since the groups involved at all three SociaM sites intersect with the SmartSociety project it makes sense to share relevant scenario development efforts, like this one.
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David Wortley 1.1 Additions and Amendments
Marco Pompa 1.2 Edited and adapted
Background
There is an almost universal move in European Health and Care systems towards the integration of health and social care. Reasonably good evidence in pilots points to the potential for significant improvements in both in quality and in value for money in both the health and social care spend. Part of this integration is consideration of moving more to a system of work that “coproduces” health and care by deeply involving service users and their carers in doing the work of producing care. A key element in the delivery of integrated health and social care is risk stratification that is based on data gathered via a process of assessment. Assessment gathers key information that is necessary to classify people into different risk strata for different conditions and circumstances. Membership of a particular risk stratum will drive the choice of care pathway chosen for individuals. Here we consider restrict ourselves just to the assessment process and possibly some aspects of the risk stratification process. We could also consider coproductive approaches to the delivery of care pathways in the community.
Technology is being deployed to support assistive living and to extend the capacity of individuals to remain independent as they get older. Many of these technologies are seen as a way of replacing human care with automated systems which are impersonal. Against this background there are many other compounding factors such as longer lifespans and the pressure that puts on state pensions, advanced medical treatments that prolong life but at the expense of quality of life and high cost levels.
Council financial support for care homes is predicted to disappear and many families are using their life savings to cover the cost of care for loved ones.
These are all factors which could be incorporated into this scenario
Actors
We have the following basic populations – we are also interested in the process of stratifying the populations on a dynamic basis into different sub-populations that have particular properties that are useful in this scenario:
1. Service user: these are patients and social care service users – we are interested in stratifying them by care needs – this is a complex and dynamic process that involves careful judgement and is usually done by health and care professionals often with heavily siloed expertise.
2. Carers: these are not health or care professionals and comprise friends, family, paid carers etc. – we are interested in stratifying this population by expertise both in terms of level of expertise and domain of expertise. For example a carer may have very high level of expertise in dealing with patients with dementia and no expertise in dealing with service users who are homeless. We will also be interested in stratifying this group by their capacity to communicate, coach, mediate, and facilitate others in achieving their goals.
3. Health and Care professionals: these can be nurses, doctors, social workers, housing specialists, etc: we are interested in stratifying by expertise – skill level and domain of expertise but also on capacity to communicate, coach, mediate, and facilitate others in achieving their goals.
Note that these are not exclusive categories. It is quite possible that some individuals could be service users, carers and health care professionals. It is very common that carers are also service users.
Betty Miles is a eighty year old lady living in sheltered accommodation. She has mild dementia which is being treated through a specialist memory clinic. She lives alone in her own flat and is visited regularly by private sector carers who help her wash and dress. These carers do her shopping and domestic duties such as cleaning and washing. She has a daily meals on wheels service. Her needs are assessed and managed by a council social worker called Mary. Betty is obese and takes no exercise. Betty needs a care plan which delivers the best possible health outcomes whilst protecting her security and independence
David Miles is Betty’s son. He lives about 20 miles from his mother’s accommodation and visits her once or
twice a week. David is an only child and lives on his own in a rented flat. David does not have the resources or skills to be a daily carer but wishes to influence and support an appropriate care plan fort his mother as well as have access to data monitoring her status and condition.
Margaret Spinks is the Manager of the Sheltered accommodation which has recently transferred from Council ownership to a private sector organization called Eight Doors who specialize in running a national network of such homes. Margaret is responsible for the day to day running of the centre. She needs to co-ordinate the activities of the centre and respond to the needs of her residents and their famillies
Eight Doors have been acquiring independent living centres from council across the UK. Originally a family run business, they have recently become listed on the stock market.
CAS Council are the local council for CAS Town which is a market town that has attracted a lot of people nearing retirement. It is in a pleasant rural area but benefits from a good rail link to London which is attracting a new population of commuters and their families. As a result property prices are increasing and services are being stretched.
Coriander Court is a Council run care home whose residents need 24 hour care. The residents are mostly elderly patients with dementia but there are some residents with learning difficulties and behavioural problems.
Michael Bates is a GP partner at the local medical centre which is under pressure from the medical problems of an ageing society.
CAS General is the local hospital that serves CAS Town and the surrounding District
April Arceo is a Filipino carer employed by the agency that looks after Betty Miles. She is divorced from her husband and lives with her daughter in CAS Town. She struggles to live on her wages and is affected by stress that causes her to have sick leave.
Jennifer Prince is the Chairperson of the NHS Trust with responsibility for community health in the district
The Jones family recently moved to CAS twon to be near Cynthia Jones’ parents, both of whom are elderly and in increasing need of care. They are exploring options for placing their parents in a care facility but have been told they will have to finance the care from their assets, including the family home.
Bert Jackson is severely disabled as a result of a car accident. He is almost totally paralysed and needs 24 hour care currently given by his mother with help from the local authority. He is chronically depressed and talks constantly about ending his life.
The different groups listed above participate in the following activities. Ideally we should think about these activities as social computations whose effectiveness rests critically on the hybrid nature of human-machine symbiosis in the computation and in the diversity-aware nature of the process since only certain strata in the populations are capable of participating in these activities depending on domain knowledge, level of expertise, locality and other factors. The preliminary list of activities is (recall we want to see each of these activities as social computations so there will be some kind of orchestrating element either human or machine together with orchestrated elements that will also be social computations):
1. Assessing: Carers and service users will engage with a social computation app that guides them through some part of the assessment process that is relevant to the service user. The app is realized by social computation so the carer and service user will have access to human and machine knowledge expertise in an appropriately blended form. The assessment process generates different kinds of data that is important to the CAS. In particular:
a. Primary assessment data about the service user that will be used to risk stratify the service user that will aid the decision on what care pathways are appropriate for this individual.
b. Behavioural data on the effectiveness of the carer (or health and care practitioner (HCP)) in the particular assessment role they are participating in. This will be useful in stratification and mediation activities involving the carer (or HCP) that are directed towards improving their effectiveness in assessment. This might include gaps in knowledge, failure to follow the process effectively, communication difficulties, …
c. Behavioural data on the effectiveness of a carer or HCP in the role of mediating between another participant in the CAS and knowledge, process or human resources within the CAS. This might involve explaining a process description or helping facilitate interaction
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with an expert who does not have a particularly good user interface.
2. Mediating: this is the process facilitating development or interaction between human, informational and computational resources in the system. The goal is to ensure the interaction is effective and meets the needs of the participants as far as this is possible in the circumstances. The mediation process generates data on:
a. Development needs and capabilities of the participants that are being mediated. In other words when a carer calls on a mediator to help out in an assessment that will generate information on the needs and state of development of the carer that will help structure their future development pathway.
b. Behavioural data on the effectiveness of the mediator that will feed into the stratification process and so will contribute to the allocation of a particular mediator to a particular mediation situation.
3. Stratifying: this is the process of developing the complex multidimensional classification system all participants are stratified into, deciding on how to facilitate the development of participants in their desired direction. This activity places participants in particular strata and generates data on the performance of the stratifier that contributes to their development path and their stratification as a stratifier. Stratification is the driver of the system. For many individuals their membership of particular strata is uncertain and stratification is always seeking to improve the quality of the stratification so it continually generates new assessment activities to
4. Developing: This is the process of developing social programs in all of these 4 categories (recall that Developing is also a social computation so it will involve some orchestrated participation of human and machine resources). The outcome will be the evolution of the processes and behavioural data on the developer that can be used in the stratification process.
The above is quite abstract. To make it more concrete consider the following concrete situation. Among older adults (those 65 or older), falls are the leading cause of injury and death. They are also the most common cause of nonfatal injuries and hospital admissions for trauma. In the US the cost of falls in older people is $30bn annually. So in most health and care systems fall prevention is a key feature of programmes. It is also particularly interesting because the most common cause of falls is tripping on an obstacle so fall prevention is a very practical process that goes on in peoples’ homes.
Suppose a particular service user is identified as having an un-quantified but potentially high fall risk. This would initiate an assessment in order to improve the quality of the overall stratification. An appropriate carer is matched with the service user and an assessment app that walks the carer through the assessment (the carer and the service user could be the same person). The app might be in the form of a game where the assessor is given a range of risk reduction actions that have different costs and then attempts to get the best risk reduction inside a budget, competing against an automated system (or another carer doing the assessment either in person or remotely). In the process the carer can use mediators to access further training, information and advice these resources might point out particular strategies or that the carer is inflating the service users needs etc. The data acquired flows back into the stratification process for the service user and into the stratification of the carer in terms of falls assessment expertise and in terms of effectiveness of learning, communication and empathy with the service user. This can be developed in a range of different directions to have more detail in terms of: specific assessment activity, how abuse might arise and be regulated, how a carer might develop new skills from experience, …
Objectives
In CareCAS the HD-A CAS will maintain dynamic, locality based, stratifications (recall a stratification is the allocation of individuals to categories in a complex classification system on the basis of evidence) of the three main populations listed above and will attempt to use this information to steadily improve the expertise level of the overall community so the quality of the stratification improves over time. This should have the following outcomes:
The match between service user and care pathway will be better and so the form of care will be appropriate to the individuals condition.
Assessments are costly and intrusive, the goal here is to move more and more of the assessment effort towards the carer population and away from Health and Care professionals. This means assessment can be more frequent, and less intrusive and the goal of the CAS is to maintain reasonable quality. It may well be that the incentive of having a personal relationship with the
service user may also improve the thoroughness of the assessment.
The cost of assessments will be reduced because informal carers will take on more of the work.
There is a need for new approaches to governance to ensure quality is maintained and issues like abuse and fraud are at least as difficult to perpetrate as they are at the moment.
The process of assessment and stratification will be more open and transparent to service users and carers because they are participating in the assessment process and in stratification.
The HD-A CAS is managing significant volumes of data that should always be seen as potentially incomplete or inconsistent and the underpinning information system should be capable of handling this in an appropriate way (needs more thought).
The CAS System related to the actors with their conflicting needs should support an equitable and sustainable provision of personalized services and resources and help with planning which addresses the likely problems associated with the ageing society we are living in.
Description
CARE CAS Ageing Society Storyline
The year is 2020 in an independent living centre called Coriander Court which owned and run by Eight Doors. The residents live in self-contained flats which are rented to them by Eight Doors. Many of those living in these flats have financial support from CAS Council whilst others either use their life savings or are supported by their family.
Eight Doors provide a range of occupational therapy and entertainment services as well as a tailored package of care services agreed between Social Services and the residents and their families. Betty Miles had been living in her own home but had been having mobility and health difficulties which made it difficult for her to move about and look after herself. Her son David had discussed the situation with her and she agreed to register with Smart Society to make her needs better and more accurately assessed.
Helped by her son, Betty had built up a digital record of her life and memories, supported by scans of old photographs and letters, certificates, medical records, family trees and video and audio recordings of her memories and listings of her favourite music and films. Supported by a range of sensor technologies which measured her physical and mental activities, Smart Society applications began to develop a program of activities and assessments designed not only to identify what care facilities Betty needed, but also to motivate her to carry out tasks which enhanced her overall physical and mental wellbeing.
Smart Society engaged all the stakeholders in Betty’s care, including her son, GP, social services and the council and decided it was appropriate for Betty to leave her rented house where support was increasingly difficult and expensive and transfer into Coriander Court.
Once in Coriander Court, Smart Society allocated her accommodation and, in conjunction with her stakeholders, suggested a programme of activities and a social network in which Betty was motivated to engage in activities that stimulated her life skills, experience and physical and mental capabilities to the benefit, not only of Betty, but also other residents and staff
Other Stakeholders
The other main groups of stakeholders are regulators for the infrastructure and for the health and care delivery. One could see the health and care regulators being incorporated into the overall structure since they could be engaged in development and stratification that would fulfill most of their regulatory function. The underpinning infrastructure would need to be architected to be fully secure etc etc.
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This scenario starts to explore the nature of diversity awareness because it acknowledges an evolving, flexible, classification across a range of factors and how sensitivity to that diversity can be used effectively to improve outcomes.
The scenario also starts to explore the nature of hybridity – it uses the notion of social computation to the full and even sees the development process as a social computation.
The adoption of social computation throughout also gives some points of leverage to support coproduction – the structure is co-developed by the participants
Mediation is a potential mode of composition of social groups that has the effect of changing membership of groups.
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6.6 Appendix IV-c: Tourism scenario after validation
Scenario Number
1
Current Version
2.0
Title Tourism scenario
Application domain Tourism
History
Author Version Action
Stuart Anderson, Mark Hartswood
1.01 CiceroneCAS scenario created
Marco Pompa 1.02 Tourism scenario created
David Wortley 1.1 Scenarios merged, narrative description created
Giancarlo Bo 1.2 Amendments and comments
Marco Pompa 1.3 Edited and adapted
David Wortley 1.4 Foreground part expanded
Marco Pompa 1.5 Edited and adapted
David Wortley 1.6 Improvements
Marco Pompa 1.7 Edited and adapted
David Wortley / Marco Pompa 2.0 Collective actors added. Scenario modified after validation.
Background
As tourism becomes more and more highly personalized and differentiated, there is an insatiable thirst in some sections of the tourists market for ever more detailed, “authentic” and engaging experiences for popular tourist destinations. Travelers want to undertake guided exploration of their destinations in small groups and ask ever more demanding and detailed questions to their guides. They also want to avoid other crowds of tourists and are bored by the standard offerings. This places are ever increasing demands on the tour guides and there is a continuous need to update the offer of more novel experiences to returning visitors and to refresh their approach to the sights and sounds of the tourist locations they provide “advanced” guidance on.
The scenario is set in CAS_City which is an international tourist destination with a rich cultural history, lots of museums and points of interest and an efficient public transport system. There are many hotels and guest houses for independent travelers. Moreover,Package Tour Operators also offer guided tours around the most popular locations.
CAS_City’s narrow historical streets and bustling cafes and bars are a source of traffic congestion which is made worse by the larger tourist parties and the City Council need to make plans to improve the transport infrastructure in ways which preserve the valuable cultural experiences whilst improving the efficiency of transport for CAS Citizens
Actors
Franco Carboni is a young tour guide. He is a native of CAS and hosts guided tours during his vacation times from university. He has hosted several tours and would like to be more flexible in how the tour is conducted. He enjoys getting to know his clients and tries to focus on things of specific interest. He is often frustrated by congestion and long waits. He feels that more could be done to make the experience smoother and more interesting.
Maria Degas is a citizen of CAS with a passionate interest in local history, especially traditional song and dance. She loves her native city and enjoys posting photos, videos and music to social media sites. She is retired and has limited mobility but would love to share her knowledge of the city with visitors
AllOverTheWorld is a tour operator which has been selling package holidays to CAS for several years. These holidays include optional guided tours. They have been facing stiff competition from other tour operators able to promote customized tourist experiences and although their tour guides are experienced and well trained, there have been complaints about tours around CAS_City because of crowding and congestion, competition from other tours and long waits at restaurants and points of interest. The company is keen to find ways to create competitive advantage by offering a richer and more personalized experience for visitors as well as developing a better virtual presence on the internet.
Miguel Rondo owns a bar restaurant in the heart of the tourist area. He finds he is either swamped with guests or half empty according to the time of day and the scheduled tours. He is very proud of his restaurant but often frustrated by the apparent lack of co-ordination between tour guides and frequently has pre-booked parties arrive late because of delays in itinerary
Amy is a young American tourist who has long dreamed of visiting CAS and especially enjoying some of its musical heritage. She has done a lot of research on the internet and used a budget airline and “last minute” hotel site to organize travel and accommodation. She is travelling on a limited budget and feels that she is not getting best value from the tours because they only repeat the information she has already gathered from the internet. She would love to know a lot more about CAS musical history and traditions
Peter and Rosalind are an elderly retired couple booked on a package holiday to CAS, They have a “bucket list” of places to visit and things to see before they die and CAS City is high on the list. They don’t like queues and congestion and want as smooth and rich an experience as possible.
CAS City Council are responsible for the social and economic development of the city. Historically, many residents have come to settle in the city because of the culture and ambience of the city and this has resulted in a demographics of an ageing population. In recent times, the success of the local football club has attracted investment for leisure activities around the stadium and this has been supported financially by the club. The City Council are conscious that the city is seeing problems in attracting dynamic emerging industries to provide employment to attract young bright people to protect the future wealth and social health of the city but the heritage and infrastructure limit the potential for new development and the one area of the city with possible growth potential for redevelopment is in the area of the soccer stadium.
CAS Civic Society (CCS) is a group of citizens and business people who meet regularly with
representatives of the City Council to debate issues and provide input for the planning process. The members of the CCS tend to be older and locked into protecting the heritage of the city. They recognise the need to plan for the future but they also strongly campaign for extra social services to meet the needs of an ageing population, especially with accessibility and care provision.
Objectives The objective is to give expert and motivated tourists what they want: a detailed, interesting, non-routine, engaging experience of what could be a very popular destination while trying to avoid the impressions that they are being “processed”.
In parallel with this, CAS_City needs to both plan its transport infrastructure to cope with a growing demand for both tourist and local citizen traffic and dynamically react to disruptive events . Any system also needs to provide as rich an experience as possible whilst attracting and gathering new content and information to be shared both physically on location in CAS and virtually on CAS_City web site.
The system needs to support both tour companies and individual tourist guides in coordinating visits, meals and special events to both avoid congestions and promoting personalised exploration of the city..
The system needs to be able to respond to and support interactions between the actors both at a strategic level to support long term planning that connect people and resources in a personalized and efficient way
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and at a tactical level to make it capable of dealing with unusual or unexpected events.
Strategically the system needs to monitor and profile the activities and motivations of the actors and use this information to make connections and build relationships between the actors and dynamically plan resources and activities in line with CAS City’s strategic vision and global identity.
At a day to day level, the system needs to also rapidly respond to incidents and accidents as they arise and call upon relevant human and technological resources to minimize disruption.
The system also aims to utilize crowd knowledge in order to build a new knowledge base for tourists, which can potentially be used to create more and better services and to harness individuals’ knowledge to help tourists having a pleasant trip, or to solve problems occurring during their trip or in their daily Ilife.
The CAS system needs to support the City Council with future planning by providing alternative development scenarios with associated potential consequences for the city's social and economic health. This information also needs to be transparent and allow citizens and bodies like CCS to provide input to shape the future. The development plans and future scenario simulations will include the protection and enhancement of the city's cultural and tourist experience whilst providing a platform to attract dynamic businesses with growth potential.
The CAS system needs to recognise and protect the cultural and ethnic diversity of the city which has become important since many of the elderly residents are indigenous to CAS City and protective of its heritage. In recent years there has been greater mobility in Europe and an influx of immigrants from poorer parts of Europe, putting some pressure on local services and causing low scale unrest amongst older residents.
The CAS System needs to balance many disparate needs and will require the processing, intelligence and storage capabilities to handle big data from different sources and simulate and visualise alternative scenarios suggested by city stakeholders. The composite results of these scenarios will require a combination of the wisdom and creative thinking of stakeholders and the collective judgement of human decision makers. These outcomes need to be visualised to be accessible, understandable and accountable to all stakeholders in a transparent way.
The CAS system will use Gamification strategies to engage stakeholders in contributing both data and human vision that will shape CAS city's future and provide reward and feedback mechanisms that are transparent and inclusive.
The CAS System needs to optimise the use of public transport and car and bike sharing. It will offer rewards and incentives based on contribution to "public good" and by monitoring the behaviours of individual users will devise sharing strategies based on personal characteristics such as preferred routes, interests, timekeeping etc to match drivers and riders with route planning to collectively balance individual needs with strategic societal goals.
Description
It is a summer’s day in 2018 and the football world cup is taking place. CAS City has supplied 2 players to the national team which is playing an important match in the qualifying rounds. A giant screen has been erected in the main square to show the match which is taking place mid afternoon and large crowds are expected to be watching in the square and in the many clubs and bars in the city. The tour operators like AllOverThe World know there is likely to be a lot more congestion in all the tourist areas and they need Smart Society to co-ordinate schedules which deliver the smoothest possible experience to every individual tourist. Franco is looking forward to all the buzz and excitement of the day and he would like to be able to guide tourists who have an interest in soccer to incorporate watching the match in the tour so he would like Smart Society to identify the best tourists to make up his party and plan an itinerary that will be attractive for tourists to sign up to. Maria has no interest in soccer and hates crowds but she would welcome being connected to tourists with more cultural inclinations so she can share her expertise from home using whatever technology Smart Society can provide. Miguel knows there will be a lot of business opportunity today and would like Smart Society to help not only to manage bookings but also plan the menus, food supplies and cooking rotas to serve people quickly and efficiently with as near as full a restaurant as possible throughout the day. He is looking to Smart Society to match tourist schedules and meal
preferences to his restaurant. Amy is not interested in soccer and would really like to have a customised tour that avoided the crowds and connected her to both other tourists with the same interests and local people like Maria. Peter and Rosalind would like to visit as many places of interest in CAS City as possible but would like to organise their own schedule without a guide, including an early lunch away from the crowds.
The Smart Society System had analysed the historic tourist and traffic data and had prepared a schedule of activities designed to balance the individual needs and preferences of the tourists with the resources available, making provision for the expected surge in numbers arising from the soccer match and its projected impact on traffic volumes. The system had put in place a series of traffic diversions to manage the flow of visitors and an intelligent parking system was directing motor traffic to the best free spaces for individual destinations. AllOverTheWorld had used the system to allocate Franco to a group of tourists who wanted to combine watching the match in the City Square with a guided tour around the most popular city sites and the restaurant booking system had co-ordinated table bookings with restaurants subscribing to the system. Franco’s party were booked into Miguel’s restaurant for a noon table. Amy had used the Smart Society system in advance of her trip to be connected to Maria and other tourists with a special interest in music and cultural history. Maria had used Smart Society to suggest an itinerary which avoided the crowds and the soccer match in the City Square. The system had suggested restaurants appropriate for each tourist preference built around Maria’s schedule. Peter and Rosalind planned to use the CAS-City live system which offered a real-time programme showing activity hot-spots so that they could choose their itinerary around the quiet spots. The CAS_City Live system monitors traffic levels and dynamically displays electronic signage for directions and a messaging update service for visitors who register their preferences and visit details.
The CAS_City’s optimised programme was inevitably a compromise solution designed to match needs to available resources and manage conflicts of interest. On the day of the match, unusual weather conditions cause delays to incoming flights to CAS City, including a couple of chartered flights of football supporters. Peter and Rosalind’s flight is also affected. A number of Franco’s scheduled group would now be arriving late. Maria is taken ill the previous evening and has been taken to hospital as a precaution so she is unable to host the party.These disruptions have an impact on all the actors in the scenario and a solution needs to be found to minimise disruption both for the individual actors and the city as a whole.
AllOverTheWorld are one of the first commercial sponsors of a Smart Society game. Their company is seeking to establish its brand as a world leader in the use of social media for tourist activities in competition to companies relating to tourism. As well as offering and hosting a virtual currency service in partnership with CAS City tourist enterprises, AllOverthe World also uses the game as a way of recruiting, assessing and developing their staff, all of whom are encouraged to participate in the game, with incentives for staff who add value to the AllOverTheWorld experience. As an experienced tour guide, Franco is used as a contributor to the game’s questions, a source of answers and as the avatar for the game’s “help buddy”. Franco has a virtual currency salary bonus based on the number of active participants during each month, and the number of new contributing members. He receives a special bonus if he recruits a new member who later becomes employed by AllOverTheWorld. Miguel is particularly interested in the use of the game to attract specific types of customers to his restaurant. He does this by offering virtual currency incentives to people who have an interest in traditional recipes and wines, submitting questions and answers targeted at specific demographic groups. Amy is very technology literate and an avid player of mobile games and social media user. She embraces the game and is happy to do some research to both set questions and respond to answers. She uses the game before she comes to CAS City to generate virtual currency and when she actually arrives there, she is happy to use positional data on her mobile device to provide valuable information to other tourists about problems such as congestion as well as spontaneous real time interesting “hot-spots”. Maria sees the game as a valuable way to engage with and support tourists as well as engaging some of her friends who have lived in CAS City all their lives. AllOverTheWorld decide to employ Maria as a virtual tour guide responsible for organising and promoting cultural events and managing a small team of older locals who provide support for the game on a voluntary basis with virtual currency and badges as their reward. Peter and Rosalind are less experienced and active users of technology but they have learned to use their mobile device to pose questions to the game and also share their positive and negative experiences of the support given by the game in their tour of CAS City.
The unforeseen disruptions on this summer day provide and ideal opportunity for the actors to use the Smart Society game to not only support each other and any tourist in CAS City on that day, but also to earn virtual currency as a reward. Each actor in the game contributes real time information on their position and status along with designated information topics and their impact on the schedule. The Smart Society game responds by rescheduling resources to ensure that within the constraints of the situation, each actor is
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provided intelligent suggestions to optimise their needs.
The disruptions caused by this combination of events bring to light some previously unforeseen problems with city infrastructure, large event management and ethic/generational conflicts. The mid and long term planning for CAS City developed by the Smart Society applications need to be adjusted to reflect these developments both in planning and fast response public services. The actors involved in the situation and other citizens/groups affected by it need to be engaged in providing solutions to both issues.
The disruptions caused by this combination of circumstances will affect the ride sharing activities. The CAS System will need to dynamically suggest alternative routes and passenger allocation based on an optimised combination of environmental factors, passenger destinations and availability of public transport alternatives. Franco is a user of the ride sharing facilities and was scheduled to be collected by his regular ride sharing partner. The traffic issues cause changes to this plan but CAS System suggests an alternative where Franco can use his own car and collect tourists who are also affected by the disruption and have indicated their interest in heritage areas where Franco has expert interest.
Other Stakeholders
The local tourist office may be engaged in helping to support the activities of the tour guides.
CAS_City Council
Comments
• Here the tour guides are constructing a communal resource that can be dynamically refactored using hybrid approaches.
• The approach recognizes the diversity of the tourist group and of the capacities of the cicerone.
• In terms of compositionality there would be the need to develop local ontologies etch to help facilitate composition of resources. The composition could be defined as a social computation that would allow negotiation over categories and refactoring to respond to issues.