Analysis of Reviews on Greek Municipalities to Improve Public Service Delivery and Citizen Satisfaction: A Tool for Co-creation and Co-design

Abstract

The plethora of digital means of expression available to the general public has provided citizens with the opportunity to share their views and opinions on government services online. Citizen (or customer) satisfaction is determined and influenced by a variety of factors, such as the municipality's environment, operations, document requirements and customer service representative behavior, among others. The main purpose of this study is to create a tool for co-creation and co-design in public service provision by using Natural Language Processing techniques to analyze all the available reviews on Greek municipalities, in order to determine the current status of service quality and customer satisfaction, while also suggesting future improvements that can be derived based on the study results. Five major topics that municipalities must focus on in order to provide services to citizens emerged: "services and processes", "response time and location of municipality", "employees", "communication channels", and "employees' behavior". These five identified topics can be utilized to improve the service provision behind each of them, towards the end-users. In this manner, the citizens can actively participate towards the improvement of processes based on their needs, requirements and expectations.