Objective: To create a maintenance solution that seeks to overcome digital literacy problems in the peripheral areas of São Paulo and capture quality data for public administration.
Design/methodology/approach: To use the Design Science Research methodology, an iterative process that seeks to develop versions of a prototype to be validated by user testing, and based on the concept of SmartCities, to develop a participatory e-Gov technology.
Results: The study resulted in the creation of a prototype communication channel for urban maintenance issues using chatbots, specifically WhatsApp, due to its wide acceptance. The data were categorized to be efficiently captured by the robot and sent to the administration's Data Center for tabulation and optimization, cross-referencing them with other public databases. Tests with the target audience showed that the prototype overcomes digital literacy problems and maintains efficiency in data communication.
Practical implications: The implementation of this technology can significantly improve the efficiency of urban maintenance services, making them more accessible and inclusive.
Social implications: The proposed technology promotes digital inclusion and citizen participation, especially in peripheral areas, empowering the community.
Originality / value: The value of the study lies in the innovation of using common chatbots like WhatsApp to overcome digital literacy barriers and improve communication between the population and public administration, demonstrating an effective path for smart urban governance.
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Revista Alcance is a Brazilian free access journal, published every four months, linked to the Graduate Program in Administration and the Professional Master’s degree in Administration, Internationalization and Logistics Program of the University of Vale do Itajaí – Univali. We seek to publish theoretical-empirical and technological articles in the areas of Business Administration. Different theoretical and methodological perspectives are welcome, as long as they are consistent with and relevant to the development of the area.
