Choose at least one indicator that is significant, measurable and adjustable

The difference digital technology makes to the quality of service provided can be measured by an increase in the revenue generated by the service provision, by an improvement in the performance of service supply, by an increase in user satisfaction and by the shared benefits for the urban environment.

What existing data can be used to define the initial situation, and what data can be used to measure how it changes in terms of:

• economic efficiency: income generation, gains in efficiency and avoided expenses?
• technical optimisation and management: reduced corruption, reduced losses or errors, prevention and attenuation of crisis impacts (losses and damage avoided, etc.)?
• social utility: increase the number of users, develop new services, enhance transparency and confidence, user satisfaction, etc.
• environmental sustainability: reduction in natural resource consumption, pollution, improved public health, etc.

Define the first communication actions

• Disseminate information and raise user awareness: communication campaigns, presence on social networks, websites
• Feedback and information gathering: call centres, online surveys and questionnaires, claim and complaint management system, urban problem reporting tools.
• Share to inform about decisions and create spaces for virtual dialogue: online forums, participatory mechanisms, making available of open data.