Building a smart city with trust: the case of ‘156 central’ of Curitiba-Brazil

Abstract

Curitiba is an example of government/citizen interactions, the “156 Central”, a call center created in the 1980s to establish a direct means of communication between citizens and city hall. The main goal of this article is to analyze the process of state/citizen management in Curitiba, linking it to the concepts of Smart Cities and trustworthiness, based on the experience of the 156 Central. The methodology involves documental and statistic research, as well as in-depth interviews and a comparative analysis. In this way, the 156 Central improve the communication and integration between actors increasing the trustworthiness and effectiveness of the services provided in the city.