implications to CRM and public policy

Thesis(Doctoral) --KDI School:Ph.D in Public Policy,2017With the advent of the Internet and Mobile Communications, the nature of communication has changed significantly over the past few decades .The promotion of technologies among the common people has been found to be an important element of public policy to reduce the digital divide. The rapid advancement of information technology (IT), automation systems and data communications systems leads to improvement of intelligent transport systems (ITS). ITS covers all branches of transportation and involves all dynamically interacting elements of transportation system, i.e. transport means, infrastructure, drivers and commuters. However, few researches have been carried out in the context of public sectors, especially that involving ITS. The purpose of this study is to investigate the justice dimensions that influence satisfaction and public confidence in the context of ITS and to explore implications to Citizen/Customer Relationship Management (CRM) and public policy. This study investigates the following research questions: i) Do levels of perceived justice (distributive, procedural and interactional) in ITS environment affect levels of satisfaction/dissatisfaction? ii) Do levels of satisfaction form ITS affect levels of public confidence? iii) Do levels of dissatisfaction form ITS affect levels of willingness to complain? iv) Do levels of dissatisfaction form ITS affect levels of complaining behavior? v) Do levels of complaining behavior in ITS environment affect levels of satisfaction with complaint handling when the complaints are resolved based on three dimensions (distributive, procedural and interactional)of justice? vi) Do levels of willingness to complain in ITS environment affect levels of public confidence? vii) Do levels of satisfaction with complaint handling in ITS environment affect levels of public confidence? The findings of this study imply that ITS users are more importantly perceive to equity and equality issues, or distributive justice. The employment of ITS should not be limited to the technical aspects of ITS, but should focus more attention on the subjective domain of justice. The results of this study also have important implications for public complaint handling in terms of increasing public satisfaction with ITS, which is crucial for CRM.Part I: Exploring Satisfaction/Dissatisfaction and Public Confidence in the ITS Environment; Implications to CRM and Public Policy Part II: ComparingSatisfaction/Dissatisfaction and Public Confidence in the ITS Environment in Public and Private Transportation Part III: Implementation Strategy of ITS in Developing CountriesdoctoralpublishedA. K. M. Anisur RAHMAN

Adaptive architecture: Regulating human building interaction

In this paper we explore regulatory, technical and interactional implications of Adaptive Architecture, a novel trend emerging in the built environment. We provide a comprehensive description of the emergence and history of the term, with reference to the current state of the art and policy foundations supporting it e.g. smart city initiatives and building regulations. As Adaptive Architecture is underpinned by the Internet of Things (IoT), we are interested in how regulatory and surveillance issues posed by the IoT manifest in buildings too. To support our analysis, we utilise a prominent concept from architecture, Stuart Brand’s Shearing Layers model, which describes the different physical layers of a building and how they relate to temporal change. To ground our analysis, we use three cases of Adaptive Architecture, namely an IoT device (Nest Smart Cam IQ); an Adaptive Architecture research prototype, (ExoBuilding); and a commercial deployment (the Edge). In bringing together Shearing Layers, Adaptive Architecture and the challenges therein, we frame our analysis under 5 key themes. These are guided by emerging information privacy and security regulations. We explore the issues Adaptive Architecture needs to face for: A – ‘Physical & information security’; B – ‘Establishing responsibility’; C – ‘occupant rights over flows, collection, use & control of personal data’; D- ‘Visibility of Emotions and Bodies’; & E – ‘Surveillance of Everyday Routine Activities’. We conclude by summarising key challenges for Adaptive Architecture, regulation and the future of human building interaction

Adaptive Architecture:Regulating human building interaction

In this paper, we explore the regulatory, technical and interactional implications of Adaptive Architecture (AA) and how it will recalibrate the nature of human-building interaction. We comprehensively unpack the emergence and history of this novel concept, reflecting on the current state of the art and policy foundations supporting it. As AA is underpinned by the Internet of Things (IoT), we consider how regulatory and surveillance issues posed by the IoT are manifesting in the built environment. In our analysis, we utilise a prominent architectural model, Stuart Brand’s Shearing Layers, to understand temporal change and informational flows across different physical layers of a building. We use three AA applications to situate our analysis, namely a smart IoT security camera; an AA research prototype; and an AA commercial deployment. Focusing on emerging information privacy and security regulations, particularly the EU General Data Protection Regulation 2016, we examine AA from 5 perspectives: physical & information security risks; challenges of establishing responsibility; enabling occupant rights over flows, collection, use & control of personal data; addressing increased visibility of emotions and bodies; understanding surveillance of everyday routine activities. We conclude with key challenges for AA regulation and the future of human–building interaction

Exploring 'smart citizenship' as a socio-technical ecology: the case of Oxfordshire, UK

Critical social science scholarship on ‘smart citizenship’ has thus far emphasised ‘bottom-up’ participation as a democratising antidote to ‘top-down’ corporate or state-led smart cities. It is implied that contesting these powerful smart actors involves increasing the degree of citizen participation in smart programmes or projects and by enabling greater political agency in grassroots or citizen-centric alternatives. In this thesis, I emphasise the multiple and heterogenous ways ‘smart citizenship’ is enacted through a diverse set of discourses, practices, and materialities. Approaching these collectives as ‘socio-technical ecologies’, I seek to move beyond existing dichotomies that frame smart citizenship as either a condition of technologically-mediated authoritarian control (top-down) or of increased democratic participatory processes (bottom-up). My approach, I argue, helps to account for a wider set of interrelated ways in which citizenship is negotiated in actually-existing contexts of the smart city. The thesis draws on empirical materials generated through a study of how the UK county of Oxfordshire is being made ‘smart’. In doing so, I identify four overlapping, interconnected ways in which smart citizenship is constituted through ecologies of discourses, practices and materialities. The first is a type of ‘informational’ smart citizenship, which is centred on establishing and mobilising a fairly familiar mix of participatory deliberative engagement practices, procedures, and technologies. The second is the primarily discursive framing of citizens as living lab ‘beneficiaries’ who accrue relative advantages from experiments with technological products or services. Beneficiary citizens are enrolled in political-economic discourses of innovation to legitimise imaginaries of anticipated smart futures. The third raises the importance of 'expert' citizenship, which is deployed by partners to constitute local tech workers as experts engaged in making Oxford smart. I finally consider the ‘sim’ citizenships produced from machine learning methods of data analysis generative of road actor behaviour models for digital twin modelling. Sim citizens, calibrated by smart city data, populate the digital twin for iterative validation and verification testing of automated driving systems. The thesis altogether contributes to scholarly understandings of smart city citizenship by identifying emerging sets of relations between humans and technologies in digitally-mediated cities

Ethics and Design in the Brazilian Context

Often driven by practical and immediate requirements, more and more people are incorporating technology into a variety of aspects of their lives, often without reflecting on the consequences of using them. On the other hand, studies on interactive system development that lead to behavioral change have been gaining ground on the agenda of large HCI conferences. This movement brings to the forefront the fundamental issues of ethics in design and technology use. A designer’s intentions, when directing certain actions or behaviors, are not always explicit or desired by the stakeholders affected by the use of the technology. Systems that induce an undesired purchase, or even those that use conditioning strategies to cause a behavioral change are examples of such intentions. The challenge proposed is therefore about the relationship between design and personal freedom in a way that these technology users do not become victims, either passively or submissively, of the effects of its use. This advance allows for the redefinition of the relationship between man and technology, and the application of new forms of designing and developing interactive systems that take into account the ethical aspects of this relationship

The new role of citizens as co-creators of socio-digital innovations and urban development: A case-study of participation and co-creation in the smart city development of Barcelona.

Die vorliegende Masterarbeit untersucht aktuelle Trends in der Stadtplanung und Design, um zu analysieren, wie Bürger an der Mitgestaltung von Smart Cities beteiligt werden können. Ziel ist es, ein ganzheitliches Verständnis der neueren Konzepte und Methoden von Co-Design und Co-creation zu entwickeln und diese mit den etablierteren Forschungsfeldern der Bürgerbeteiligung und Koproduktion zu vergleichen. Koproduktion und Co-Creation können als verbesserte Partizipation oder Partnerschaft in Bezug auf die Partizipationsleiter verstanden werden, da beide Konzepte Beziehungen auf Augenhöhe zwischen Bürger und Stadtverwaltung voraussetzen. In ähnlicher Weise gesteht Co-Design, Designern und Usern die gleichen Rechte und Möglichkeiten im Gestaltungsprozess zu. Es wird eine ganzheitliche Definition des Co-Creation-Prozesses dargelegt, die Erkenntnisse aus Co-Design, Co-Produktion und Partizipation beinhaltet und Co-Creation als einen Prozess versteht, der aus Initiation, Design und Produktion besteht. Die Smart City als sich rasch entwickelndes Forschungsfeld, Definitionen und Charakteristika sowie populäre imaginäre und dominante Diskurse werden vorgestellt. Um die Rolle des Bürgers zur Smart City zu verstehen, werden die unterschiedlichen Verständnisse von Smart Governance erläutert und Aspekte von Open Data, Big Data und Big Data Analytics sowie die Rolle von Bürgern und Gefahren der Smart City diskutiert. In der Fallstudie zur Bürgerbeteiligung werden Methoden und Werkzeuge zur Förderung der Mitgestaltung einer Smart City anhand Partizipationsleiter von (Arnstein 1969) diskutiert und analysiert. Die Smart City Entwicklung in Barcelona wird vor dem Hintergrund der gemeinschaftlichen Entwicklung sozialer Innovationen in Smart Cities analysiert. Die Fallstudie verweist auf Mängel im Hinblick auf Bürgerbeteiligung an der Entscheidungsfindung und an der Verlagerung von Machtverhältnissen in der Entwicklung der Smart City Barcelona, die dafür aber mit neuen Werkzeugen und Technologien für partizipative Stadtentwicklung experimentiert und sich zu einem alternativen Smart City Modell entwickelt. Die wichtigsten Ergebnisse sind abschließend im Methodenkatalog zusammengefasst, der Methoden und Tools aus Theorie und Fallstudie aufgreift um zu dem Verständnis beizutragen, wie Smart Cities gemeinsam gestaltet werden können.This thesis studies current trends in planning and design studies to analyse how citizens can participate in the co-creation of smart cities. It aims at developing a holistic understanding of the new concepts and methods of co-creation, and co-design and compares those with the more established research fields of citizen participation and co-production. Co-production and co-creation can be understood as instances of enhanced participation or as a partnership in participation, as both concepts require equal relationships among citizens and the city administration. Similarly, co-design requires designers and users to share the same rights and possibilities in the design process. A holistic definition of the co-creation process is provided that incorporates insights from co-design, co-production and participation and defines co-creation as a process consisting of initiation, design and production. The smart city as emerging research field, definitions and characteristics, as well as popular imaginary and dominant discourses, are presented. To grasp the role of the citizen in the smart city, the different understandings of smart governance are explained and aspects of to open data, big data and big data analytics, as well as the role of citizens and perils of the smart city are discussed. In the case-study of citizen participation methods and tools fostering the co-creation of a smart city are discussed and analysed with the introduced participation framework, which is based on the ladder of participation (Arnstein 1969). The smart city development in Barcelona is analysed against the backdrop of co-creating social innovations in smart cities. There might be a lack of citizen participation in decision-making and shifting power relations in the city, which experiments nonetheless with new tools and technologies for the participatory environment experiments with new formats and technologies for economic and urban development and evolves to become an alternative model of the smart city. The main findings are included in the toolbox based on methods and tools from theory and the case-study contributing to the knowledge of how to co-create of smart cities

An Introduction to Smart City Research: A review of The Past And The Future

Smart city is a growing area of research. Its scope is broad as it touches individuals’ life, government, and environment. Advancement in digital technologies, particularly the Internet of Things, have enabled cities to become smarter and thus affected many structures (physical, social, etc.). Given such broad scope and the effects the smart city could bring about, the growing numbers of research seems to be inadequate. This paper attempts to review the past studies and identify what have been done and not done. Smart city research related to Southeast Asia in particular is also looked at in this paper. The literature was categorised and discussed under three main aspects concerning the area of management information systems, namely business, organization and technology. Gaps are identified, and future research are called for

Smart Cities at Play: Technology and Emerging forms of playfulness

Editorial. No abstract is available

Perspectives of smart cities in South Africa through applied systems analysis approach: a case of Bloemfontein

There is a changed perspective regarding the development of cities and increasingly many countries in the West and some developing countries, as in South Africa, are making concerted attempts to transform their cities to smart cities. Using the context of the city of Bloemfontein, South Africa and drawing on the perceptions of stakeholders, the objective of the paper is to offer a perspective on such a transformation. The study first assessed the performance of various factors and attributes that influence three important aspects of a smart city: economy, mobility and governance system. It then recorded the viewpoints of stakeholders about how these aspects can contribute to the development of a smart city. Further, Applied Systems Analysis (ASA) linked System Dynamics (SD) conceptual models based on the interlinkage and causal feedback relationships among various factors under each aspect were developed, which could assist in offering perspectives that would enable eliciting of policy interventions to develop smart cities. Findings indicate that there are potentials and positive indicators in all three aspects. It is emerged that reinforcement of the inter-relationship among entrepreneurship, innovation, productivity, economic image and international embeddedness will foster a smart economy. Efficient public transportation and advancement of Information Communication Technology (ICT) system will strengthen local accessibility and ensure an innovative, sustainable and safe transportation system that will result in smart mobility. Effective participation of stakeholders in the decision-making process alongside the elected city council and transparency will aid smart governance. The combined effect of these attributes should enable the transformation of the city to a smart city