Customer Engagement as the Basis for Technology Decisions in a Smart City

Abstract

This article examines the involvement of citizens in the process of making technological decisions aimed at developing a smart environment, from smart home to urban infrastructure. The study is based on an approach that takes into account the dual behavior of the consumer of smart services - passive and active behavior. Highlighted the contradictions that create obstacles to the effective functioning of the smart city: the selective multidirectionality of the smart city development strategy and sustainable development goals; developing smart solutions for citizens without taking into account their opinions; polar approach of smart city residents to involvement in the development and implementation of smart solutions. The risks associated with the likelihood of incomplete return from the use of smart solutions are identified: consumer distrust of data security and privacy; insufficient literacy of residents regarding understanding of smart technology management processes; significant financial costs and the orientation of smart solutions to wealthy citizens; lack of sufficient evidence of the effectiveness of using a number of smart solutions; the difficulty of implementing an integrated approach to ensuring the growth of the quality of life of citizens. In accordance with the concept of the study, two directions for mitigating or eliminating risks are proposed - depending on the significant or insignificant involvement of citizens. Specific measures have been developed to help mitigate and eliminate risks. The experience of the creation of the People’s Institute of the Voronezh State Technical University was used.