| Title | Contact Center in a Smart Cities View: a Comparative Case Study of Curitiba (Brazil), Porto Alegre (Brazil) and Philadelphia (USA) |
|---|---|
| ID_Doc | 78975 |
| Authors | Macadar, MA; Lheureux-De-Freitas, J; de Azambuja, LS; Luciano, EM |
| Title | Contact Center in a Smart Cities View: a Comparative Case Study of Curitiba (Brazil), Porto Alegre (Brazil) and Philadelphia (USA) |
| Year | 2016 |
| Published | |
| Abstract | The growing number of city inhabitants and continuing rural migration to urban areas demand innovative solutions supported by technology within a new concept of municipal management: smart cities. The initiative "Call Center and Information 156" of the city of Curitiba (Brazil), is examined in this paper with two main purposes: to analyze this smart initiative and carry out a comparative study with related initiative in other Brazilian city (Porto Alegre) and also an American city (Philadelphia). Two smart city models are used here to support the analysis, which concludes that certain manifestations fit into the smart concept while others move away from the concept. The comparative study has found the common, converging and diverging features of each initiative, conducting an evaluation based on smart cities framework. |
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