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![Figure 2. Citizen journey and experience based on Lemon et al. [30]](profile/Oliver-Meindl/publication/357118107/figure/fig1/AS:1101964255461376@1639740160059/Citizen-journey-and-experience-based-on-Lemon-et-al-30_Q320.jpg)
Worldwide, cities grapple with the expectation of putting the brakes on climate change. Before acting, smart districts often serve as a testing bed for strategies towards carbon-neutrality. If effective, scale-up agendas at city-level are formulated. Smart districts are touted for their sustainability lever, as their core rationale is encouraging r...
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... a meaningful collection of services has been determined, each service's appropriate channels to further increase the willingness to use the services can be deliberated. Figure 3 serves as an exemplary application of the citizen journey framework to the persona "Energy Economics" identified in the Stadtquartier 2050 project [33,34]. ...
Citations
... A smart district basically refers to a housing complex consisting of multiple smart buildings and surrounding infrastructure such as green spaces, parking lots, dedicated community areas, or sharing offers. In that, a smart district is an -in part -self-contained system in terms of energy consumption (Graf-Drasch et al., 2022;Keller et al., 2019). Smart districts have advanced technologies installed to perform in a forward-looking and sustainabilityenhancing way (Keller et al., 2019). ...
... Smart districts have advanced technologies installed to perform in a forward-looking and sustainabilityenhancing way (Keller et al., 2019). In more concrete terms, smart energy technologies and services in such districts foster energy-efficiency goals, citizens' consciousness of sustainability, and overall urban livability (Graf-Drasch et al., 2022). ...
The design of sustainable urban environments is one of the most pressing endeavors. Particularly the emergence of digital technologies has triggered a range of technocentric movements for urban development, such as smart cities or districts. City stakeholders, including city or district planners, public administrators, or governance stakeholders, expect technological innovations to enhance life in the city. However, citizens are under-represented in discussions about respective technical designs. Against this backdrop, we measure 2930 German citizens' preferences for smart energy technologies and services of future smart districts as a small sub-area of the city and starting point for larger change. Using Best-Worst scaling, we find that citizens prefer local energy storage, photovoltaic, and district and local heating systems. Further, a cluster analysis reveals three distinct clusters of citizens with different preferences. We describe the clusters in terms of socio-demographics, living situation, attitude to sustainability, and affinity for technology. Results provide insight by revealing cit-izens' preferences for smart energy technologies and services that can inform the design of future citizen-centered smart districts.
... DPs offer guidance for designers who have to negotiate a rather complex environment abounding with new possibilities for multiple stakeholders (Razmjoo et al. 2022;Rosemann et al. 2020). In this environment, as we have seen, bottomup DPs foster citizen-centricity when designing Green IS solutions for SSDs, and this benefits designers as much as citizens as the latter profit from a district design that considers their needs, which is why they are inclined to accept and indeed welcome necessary changes in the newly designed district (Graf-Drasch et al. 2022). To integrate the various established perspectives on citizen-centric Green ISs in SSDs, this study develops a number of overarching DPs. ...
... The switch to a perspective with a greater focus on the citizen brings us from SSCs to the concept of SSDs, a planning approach where the citizen-centric service perspective is particularly well aligned with the core idea of sustainability (Ahvenniemi et al. 2017;Graf-Drasch et al. 2022). As defined by Keller et al. (2019Keller et al. ( , p. 1404, an SSD is ''a district performing in a forward-looking way in economy, people, governance, mobility, environment, energy, and living, built on a sophisticated, smart ICT infrastructure that ensures benefits for every stakeholder, in particular a high quality of life for every citizen.'' ...
... These days, however, Green ISs are also appreciated for their ability to automate, inform, and transform processes in all areas of sustainability, be it by estimating energy consumption or providing guidance for behavioral change in line with the social perspective of an SSC (Brauer et al. 2015). For Green ISs to support sustainable actions within an SSD, it has to be planned, designed, implemented, and managed with in-depth understanding (Watson et al. 2008;Graf-Drasch et al. 2022;Melville 2010), and this understanding extends to its core constructs, as posited by Alter (2013). A summary of these constructs is presented in Fig. 1. ...
Green information systems are often praised for their potential to foster sustainability in citizens’ daily lives and meet their needs. With this focus on citizens, districts that use smart technologies provide a litmus test, the results of which will indicate how to design smart green information systems that better meet the needs and desires of citizens. To date, however, guidelines on how to design such green information systems in urban areas or actively involve citizens in this process are few and far between. In recognition and remedy of this shortage, the study draws on the design science research paradigm to develop seven design principles for citizen-centric green information systems that can be used in sustainable smart districts. These principles are evaluated in 15 semi-structured interviews and a prototype of a mobile district app for a citizen-centric green information system is instantiated. By taking this citizen-centric perspective, the paper fosters the active involvement of humans in the design of sustainable urban environments.
Key public services are increasingly offered digitally due to different government policies. However, many administrations are still in a transition phase from traditional to digital services and the use rates by citizens present a concern. Trust is one crucial factor for adoption. In this paper, we approach the topic of trusting beliefs in relation to risk perceptions and along specific steps of the service delivery process in a hybrid service delivery setting. For this, we utilized a citizen journey as an analytical tool and conducted a qualitative interview study. Two hybrid public services in Germany, residency registration at a city administration and the enrolment at a public university, were investigated with national and international university students. This study delivers a proof of concept for the citizen journey to be used as a participatory analytical tool that can gain insights related to the design of public service delivery. Our results show that trust and risk perceptions are relevant for the citizens’ impressions of public services. Even though the interviewees perceived risks regarding the digital abilities of the administrations to provide secure digital services, they would still prefer to conduct them entirely online. This is due to existing convenience and communication issues, but also due to trusting beliefs in the goodwill and integrity of local German administrations. With this, we contribute to current debates on the citizen-orientation of public service delivery.KeywordsQualitative researchTrustRisk perceptionCitizen journey
