A model to promote citizen driven

government in a Smart City

Use case at GDL Smart City
Gonzalo R. Ceballos, Victor M. Larios
Smart Cities Innovation Center
Information Systems Department
CUCEA University of Guadalajara
Guadalajara, Jalisco, Mexico
[email protected] , [email protected]

Abstract - Probably the most valuable resource The process for cities working to be transformed
of a city is its residents. Even so, in some cases, into smart cities need to assume that technology
smart city initiatives are launched without the and sustainability are an intrinsic part of their
citizens’ evaluation of the improvements made survival. In terms of technology, cities must apply
to their city. We propose a model to enhance information technology, and more advanced
citizen participation in order to support the analytical tools, to develop a more citizen-oriented
Smart City master plan development. Then, approach of services where the citizen must be at
how to generate a standardized way to the center of change, being the main beneficiary
prioritize smart city projects considering of the new urban paradigm. Therefore, citizens
citizens’ satisfaction? In order to provide must be consulted and through an assessment of
theoretical bases and empirical support for citizen satisfaction, it can understand the needs of
planning and developing the cities of the citizens and help develop cities focused on its
future, a proposal was made by adapting Kano residents. To start the transition to a Smart City,
model into a survey based in the KPIs from the we need to stablish a metrics model in order to set
Boyd Cohen’s Smart Cities Wheel. This goals to improve the quality of life of citizens.
research has generated a methodology of Different models have been proposed for smart
public consultation that could help develop and city metrics, in this study, Boyd Cohens model
evaluate projects of smart cities focused on was used to develop the research tool considering
citizenship. It proposes an investment model also the ISO 37120 standard, in order to
that allows the allocation of the necessary determine the satisfaction generated in the citizens
resources to areas of highest priority for by each KPI based on Kano methodology[3], [4].
citizenship, thus preventing citizen Once the metrics model is stablished, we
dissatisfaction and encouraging greater developed a model to include citizen participation
identity of the people with their city, greater by using traditional strategies from customer
loyalty, quality of life, and an economic service research, in order to understand the
recovery to reduce the leakage of human talent. priorities of the citizens in the creation of a Smart
City master plan. This model should improve the
Keywords - Smart cities; Citizen directed government; success and acceptation of future smart city
Kano model; Smart city metrics; Crowdsourcing; projects.
Satisfaction clustering. This paper is organized in the following sequence,
section II will describe the main smart cities
I. INTRODUCTION
metrics approaches to develop a Smart City, in
Due to current urbanization trends, cities are section III we introduce the notion of citizen
challenged to provide a reasonable quality of life, perception and how to relate it to Smart Cities
and priority of investments in the cities’ metrics, in section IV a case study in a Living Lab
infrastructure can´t always be managed efficiently. as micro city to validate our methodology is
However, with the rise of the smart cities concept, presented, in section V the full methodology is
Information Technologies and multidisciplinary described and section VI describes the
approaches are helping cities to improve their experimental design and results. Lastly, we
services and use of infrastructures, looking to conclude and introduce our further work with an
keep a balance in terms of sustainability in social, impact for Guadalajara Smart City project.
economic and environmental impact[1], [2].

978-1-5090-1846-8/16/$31.00 ©2016 IEEE

 II. SMART CITIES ORIENTED TO CITIZENS city, where government and citizens are well
coordinated in what is known as social innovation
A city must understand the needs and challenges [9].
that their citizens are facing in the urban
environment. Otherwise, the cities fall into III. SMART CITY METRICS AND THEIR CITIZEN
ineffective practices to improve infrastructure and PERCEPTION
define the best public policies. When technology
is accelerating the city services, citizens are able Every city is different and dependent on their
to communicate their perceptions in social history, geography, economic and social
networks, some works even propose to have conditions. In terms of smart cities, there should
ontologies to manage all that citizens’ be a Master Plan proposing to solve a specific set
communication in order to proof public policies of challenges to reach a better quality of life.
validity [5]. Some cities challenge the scarce of water, energy
sources; other are dealing with pollution, or
However, in order to reach a proper use of natural disasters as flooding, earthquakes, etc.
technology to better connect the city to the citizen, Having proposals to mitigate and deal with the
it is necessary to have a system to measure the local challenges of the cities, develops a city’s
user experience in the city services as well as their knowledge and expertise to deal with that set of
expectations. To define and implement those challenges, becoming an asset for the city to help
metrics, it is necessary to identify one of the three other cities in the world facing similar issues [10].
proposed maturity models for cities towards their
citizens in the study of Achearandio et al., which Smart cities are studied as complex systems where
are: disperse, integrated and connected [6]. indicators from smart city metrics model are all
interrelated, thus providing a better vision of how
A disperse model is when the government is the one Key Performance Indicator (KPI) can have an
main decision maker in the city infrastructure and impact in the other KPIs and indicators with well
services. In this model, the processes stablished to stablished cause/effect relationships. With this
connect with the citizens and get their feedback is point of view, the smart city metrics help the city
not effective. It could be because of the digital to measure how well is their overall performance
divide in an important amount of population, as through its different dimensions and indicators
well as how organized the society is. When the [11]. There are different models or patterns of
main ICT infrastructure is deployed, the model indicators on how to generate metrics for a smart
management is centralized in order to be effective city. However, the most used by Guadalajara City
towards solving the problems for the citizens. An and the IEEE Smart Cities initiative are related to
example of this maturity level between the Boyd Cohen´s Wheel and the ISO 37120.
government and citizens can be related to Rio de
Janeiro city in Brazil. In this city, a great The model proposed by Boyd Cohen establishes
investment from the government in a sophisticated different levels of indicators for each KPI. The
sensor network to prevent flooding and other indicators propose areas to measure how a city is
security issues for the population, is successfully performing its smartification process [3], [4].
working under this model [7]. Boyd Cohen’s model of Smart Cities Wheel
identifies six KPIs for which a city can be
The second level of maturity defined as identified or ranked. In contrast, the ISO 37120
integrated, results when ICT infrastructure is incorporates 17 key measures for the same
present, the digital divide in the society is minimal categorization. In the smart cities Wheel, the
among the population and there are specific author's proposal is that each of the six KPIs
processes to collect the opinion of citizens on covers an equally share to generate the variable
every important investment in infrastructure or smart city. However, each dimension or KPI can
services in the city. Citizens are more organized, have its own indicators for its own composition,
creating connexions with the government through and finally the union of all, based on human
social networks and city digital portals. A needs, conforms the balance of a smart city.
reference model in this case is the city of Medellin
in Colombia, where all citizens’ participation is The following table 1, integrates the KPI from the
well connected to city projects [8]. Boyd Cohens with the ISO 37120 to review the
correspondence between indicators.
Finally, a connected model is the most mature
level reached between the government and the After a detailed analysis due to its versatility in
citizens. The government is based in open the current research, the smart cities Wheel was
practices were citizens are used to review in order chosen as a theoretical base of the project,
to support decisions about infrastructure in the however the iOS also helped nurture the
city. A referent model of smart city is Amsterdam development of the research instrument.
 essential to know which service attributes
TABLE 1. COMPARISON BETWEEN SMART CITIES METRICS
generate greater citizen satisfaction to make
MODELS decisions that impact in the right areas and
promote user satisfaction. We understand
Smart cities wheel ISO 37120 satisfaction index as an emotional response to
 Economy confirm or deny expectations related to the smart
Smart Economy city KPIs [13].
 Finance
 Energy There are several ways to determine and classify
the attributes of a product or service that provides
 Environment
greater satisfaction. However, one of the most
Smart Environment  Solid Waste effective is the Kano model [14].
 Wastewater
Kano theory is rooted in social and human
 Water and Sanitations
psychology, based on the theory of human
 Fire and Emergency motivations of Herzberg et al., in which it is
Response
proposed that the factors causing satisfaction are
Smart Living  Health different from those that produce dissatisfaction
 Safety [15]. The model classifies the attributes of a
 Shelter product or service based on the effects and the
degree of interaction relations of customer
 Telecommunications and
Innovation satisfaction, as well as clusters demand in
Smart Mobility  Transportation
different categories that are close to real situations
[16]. The Kano model proposes that the
 Urban Planning
relationship between the existence or performance
 Education attributes and satisfaction are non-linear. Hence,
Smart People
 Recreation we can use the following categories: Mandatory
 Governance
(Must be), One-dimensional, Attractive, Oblivious
Smart Government
(Indifferent), and Opposites (Reverse) [15].
The classification of attributes is easily obtained
For the smart cities metrics model, a lot of work through a specialized questionnaire that generates
has been done in how to stablish and measure the Costumer Satisfaction Index (CSI) [17]. The
indicators. However, getting the full picture of the CSI is composed by the rate of customers who
city metrics can take time and become complex. claim to be satisfied with the presence of an
In this research work, we propose an alternative attribute (SI: Satisfaction Index) and the rate of
approach to get an overall perception of the dissatisfaction perceived by customers when the
citizens towards the smart city metrics. Our attribute is absent or is of not quality (DI:
proposed approach is complementary to the Dissatisfaction Index).
metrics evaluation process. Since the smart city
A proposed theory [14], [18] is used to interpret
must be centered in the citizens’ needs, we must
the results in a graphical way to show the extent to
have a methodology to get their perception about
which the attributes belong based on its spatial
how their smart city is developed.
location in a quadrant divided into X and Y axes
Hence, based in the citizens’ perception and being to facilitate their location and classification. The
a city an organization that provides services to its map shows satisfaction rates and dissatisfaction
citizens, if we can measure their index of from the CSI. In the graph, to facilitate the
satisfaction, we can help to generate a good decision making process, attributes are classified
reputation for the city, resulting in a progress from as: Area of Excellence, Surplus Area, and
the perspective of the maturity model of smart Improvement Area.
cites from Achearandio et al. discussed before.
IV. CASE OF CUCEA UDG LIVING LAB AS MICRO
If we are able to get a satisfaction index, we can CITY MODEL TO VALIDATE OUR MODEL FOR
summarize the benefits for the citizens: a) increase SATISFACTION INDEX OF CITIZENS
loyalty; b) keeps citizens away from efforts of
Currently in the city of Guadalajara there is an
competition in other cities; c) reduce the costs of
initiative of smart city supported by IEEE Smart
future transactions; d) reduce costs to attract new
Cities initiative in cooperation with the Academia,
citizens with investments and e) contributes to
local Industry, City and State Government. One of
improve the reputation of the city [12].
the main actors of the academia, the University of
In order to determine citizens’ satisfaction index Guadalajara (UDG) as the public institution. UDG
related to the smart cities metrics, it becomes has a population of 120,000 students in a network
of campuses. One of the biggest campuses cities’ projects based on the Kano model to finally
regarding student population is the campus make clusters of the results into a measurable
CUCEA (Business & Economics areas of scale, this to help the decision makers to invest the
speciality) with a population of 18,000 students in resources in the priority projects from the citizens’
a surface of 53 Hectares. To support the point of view, giving them the importance they
Guadalajara smart city project in cooperation with deserve as principal stakeholders.
industry, government and IEEE, CUCEA Campus Fig. 1. Platform to relate smart city Metrics with citizen’s
stablished the first smart cities Innovation Center, perception to prioritize action areas to develop.
concentrating a group of researchers, postgraduate
and graduate students to add synergy. One of the
first projects was related to the creation of a living
lab for smart cities solutions, since the campus by
its own can be seen as a micro city. The living lab
is a field to test innovative solutions, prepare
talent and show result to the city with industry
investment and standards in order to transfer such
works to the city downtown. One of the main
challenges of any smart city solution is to scale,
and the living lab for smart cities solutions at
CUCEA UDG offers 18,000 potential users to
provide feedback and validate the fact that the
proposals are user centered to connect with the
city.
For that reasons our Ling Lab at CUCEA UDG
Campus was our first place to test our
methodology to determine the index of
satisfaction among living lab projects (related to
smart cities metrics) in order to get their
perception of expectations.
V. METHODOLOGY
Figure 1, represents the implementation of the
theoretical framework to relate the citizens index
of satisfaction with the smart cities metrics. From
the front end side for the citizens, once the KPIs
are defined (in our case the Boyd Cohen model),
we create an electronic survey to collect the
perception from a representative population of the
CUCEA Campus. This population will be
described with more detail in the next section.
Once survey is completed, in the back end, we
analyse data using different techniques to cluster
the different perception for CSI, related to each
smart city metrics KPI presented in the survey. At
the end we are able to get the overall perception of
VI. EXPERIMENTAL DESIGN AND RESULTS
the population (citizens) to categorize projects by
their priority from the citizens’ perception. The In our research, KPIs were structured in 6
final result is a valuable asset for the city’s variables composed by 38 items for the Kano
authorities to support strategic investments for the methodology allowing us to obtain complete
smart city development with the perception of the information on the required indicators and, at the
citizens. analysis process, being able to relate the
respective variables. In our study, we selected a
We proceeded to implement our proposal and test
representative population of 377 students from
the theoretical concept in which the variable smart
CUCEA, which in this particular case were
city was shown with a direct positive relation in
considered as citizens due to the characteristics
the perception of satisfaction.
that the campus shares with an urban ecosystem,
Therefore, the system was designed to classify the such as its own government, entrepreneurship,
perception of the people in front to specific smart economy, social dynamics, etc.
A reliability test was applied to the questionnaire Although its mandatory category, improvements
to determinate the inner-consistency of the in this area will not generate a feeling of perceived
research tool, resulting in a .79 Alfa’s Chronbach satisfaction by the users but their failures,
for SI, and a .89 for DI, indicating a good malfunctions or absences, will cause a significant
reliability according to most of authors [19]. In dissatisfaction, it is essential that its operation is
other terms, regarding the validity of the optimal at least for practical purposes to avoid
theoretical construct an average of sampling generating dissatisfaction by citizens.
adequacy Kaiser – Mayer – Olkin (KMO) resulted
in .74 to SI and .86 for DI. These results support VII. CONCLUDING REMARKS AND PERSPECTIVES
the feasibility of the statistical process from this
investigation [20]. Fig. 3. Measure of satisfaction and dissatisfaction index of
Following the dynamics of the above, to further citizens related to smart cities KPIs.
facilitate the interpretation of results of this case
study, each dimension is ranked according to the
quadrants in which would be classified as
proposed by Yang and Tontini [14], [18].
Fig. 2. Analysis results of CSI determining best areas to
develop in the smart city.

In Figure 3 we can appreciate that in the results

related to satisfaction, all the global indicators are
in some way in equilibrium but, if we compare
them with the points of dissatisfaction, the
absence of each dimension is notoriously
different. This kind of graphic help us to show in a
Figure 2 shows those areas of the project are not
simple way the interaction between the SI and the
able to be neglected are Smart Economy and
DI in the result of the CSI. Therefore, we can
Smart People. Therefore, if we do not attend to
catagorize each dimension in order of priority,
this areas, the perception of the project could be
based on the citizen´s perception and expected
compromised since the measured dissatisfaction
satisfaction. That kind of information produced by
would be extremely significant. Also, the
interacting with people must be considered by
dimension to which can be prepared to invest
decision makers, it will enable them to take smart
more resources falls in the Smart Environment
solutions based in each KPI with the security of a
KPI. Any improvements in this area will generate
good acceptation by the citizens and as a result, to
great satisfaction for citizens. However, projects
make a good use of the public resources. In that
in this dimension are not a priority for the
way, the maturity of the city would be able to
development of smart city project, at least not
keep growing as Achaerandio et. al. proposed in
from the point of view of citizens’ satisfaction.
order to achieve a connected smart city [6].
We support this point since the dissatisfaction
measured is not related to increase risk in the Perhaps the most interesting future line of
perception. Therefore, it would be correct to research is the migration of this analysis to be
devote resources to this area as long as those applied in a larger and more complex
corresponding to the category of one-dimensional environment, such as the ecosystem of a large city
(People & Economy) are operating efficiently, and its residents. One purpose of this research was
otherwise, satisfying the attractive attributes could to generate a reliable methodology and
generate users dangerously diminished by the instruments that could support, in the near future,
dissatisfaction caused by the inefficiency of the research into a macro environment, scaling it to a
One-dimensional attributes. big city in order to generate effective information
to assist in the administration and development of
The proper functioning and continuous
the new smart cities focused in the citizens’
improvement of the attributes of Smart
perception and opinion, in complement to smart
Governance and Smart Living is a priority.
cities metrics.
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ACKNOWLEDGMENTS “Modeling Consumer Satisfaction Processes
Using Experience-Based Norms,” Journal of
We acknowledge the Mexican research agency Marketing Research, vol. 20, no. 3, p. 296, Aug.
CONACYT for its scholarship and grant for the 1983.
Living Lab at CUCEA UDG. Also we recognize [14] G. Tontini, “Integrating the Kano Model and QFD
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