Getting Residents Closer to Public Institutions Through Gamification

Abstract

With the huge growth of mobile device users, in recent years, the need and the opportunity to create new digital services and platforms has arisen. These platforms and services not only make people’s daily life easier, but also facilitate and improve communication between institutions and people. Also, new ways of achieving the intended goals are being developed and tested. Gamification is an example, where institutions and people’s communication is encouraged through the offering of incentives/rewards that potentiate involvement with that particular institution. In practice, institutions offer rewards to participants who perform predetermined tasks, for recommendation, dissemination, evaluation or greater involvement of people with that particular institution. The concept of smart cities is also getting huge attention nowadays. Making a city “smart” is emerging as a strategy to mitigate the problems generated by the urban population growth and rapid urbanization. In this work, we propose a digital solution, in the form of a mobile application, which has as its main goal to improve city hall public services and people’s communication, bringing them closer. This is achieved using gamification techniques that aim to engage residents with city hall services. It is provided a report system that enables residents to communicate to the city hall services, some issues regarding their town that they wish to be solved, such as broken structures, clogged sewers, among others. The proposed system also has a lore that leads to extra motivation to complete missions, be part of player gatherings and events, and meet new people and to better explore the cities’ wonders. An admin platform for the maintenance and administration of the system is also proposed, to better help keeping the application’s content fresh and updated, allowing for a better user experience for the population. The proposed system is being prepared for testing in real environments, the simulation results, as showed in this work, indicate very promising results towards the achievement of the proposed goals.