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EXCLUSIVE – Citizen engagement through crowdsourcing and crowdsensing

EXCLUSIVE - Citizen engagement through crowdsourcing and crowdsensing

Citizen engagement is always a top priority
for governments, and a high
level of citizen engagement is considered to be an indicator of a developed
country.

The ladder of participation introduced
by Sherry R. Arnstein
in 1969 shows three different zones of citizen
participation. The two bottom rungs describe a zone of non-participation where
governments are manipulating different ways to cure and educate participants instead
of enabling and empowering citizens to participate.

The second zone is where governments
allows citizens to have a voice and be heard. Informing and consultation are the
rungs where governments inform citizens about their decisions and directions
and request consultation from powerholders and citizens. Here a voice is heard
but with no muscles, with no real change or right to decide.

The third zone represent the highest level
of power, where the relationship between governments and citizens is more of a partnership and
the level of citizen control is developed with increased degrees of
decision-making. 

Ladder of citizen engagement 

Governments around the world have experienced
one or more of the stages above; from informing to empowering; from providing
citizens with objective information on the government plans to the highest
possible level of customer engagement where the government opens all doors to
hear customers’ voices (suggestions and complaints) that can drive the change. 

Crowdsourcing is an effective tool
for citizen participation. It first appeared as a business practice in which an
activity is outsourced to the end customers or the crowd. The word crowdsourcing
also reflects efficiency by involving a low cost solution, the customer
centricity by involving large numbers of people and the fact that it has a benefit as a business model.

Crowdsourcing is a type of smart/online
activity in which an individual, organisation or a private business proposes to
a group of individuals of varying knowledge and different interests, through a call
to the contact center, a text message, or even a photo or a video. It is
completely a voluntary work of undertaking a certain task.

 Crowdsourcing is a practice that
should complement the efforts of building smart cities. It is a tool that ensures
services are provided in a satisfactory manner and the element of smartness with both citizens and
cities.

Collecting customer feedbacks via traditional methods,
including websites, long emails and phone calls, is no longer relevant to our
smart era nor convenient to the smart customer. Rather, social media, WhatsAPP,
twitter and Facebook became more convenient channels for customers and not for governments.

Most Crowdsourcing solutions include the following
four steps
:

1. Providing
a mobile application (customised to meet different needs and scenarios) to
gather information (customers’ complaints or feedback) from individuals and public
or private parties.

2. To
properly solve the problem in a very systematic manner, the application will be
equipped with tools to identify the location and assign the issue to the
concerned department.

3. The
concerned department will take a corrective action and address the issue within
a well-defined timeline.

4. Informing
the end user (the customer) with the update and sustain customer satisfaction.

Crowdsensing = Crowdsourcing + Analytics + IoT.

Crowdsensing is simply the next generation of
Crowdsourcing, where you add two more components to the above-mentioned steps in
order to back your solution with the Analytics arm and the IoT flavor.

5. Use the power of data to analyse the customer voice with other complaints from the same location and correlate customer demographic information with customer insights.

6. To sustain the solution and maintain proactivity, innovative IoT solutions are used to monitor the location and sustain the solution.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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