D9.1 - Scenarios and User Requirements Elicitation by Smart Society Project

SmartSociety Hybrid and Diversity-Aware Collective Adaptive Systems When People Meet Machines to Build a Smarter Society Grant Agreement No. 600854

Deliverable D9.1 Work package WP9

Scenarios and User Requirements Elicitation

Dissemination level (Confidentiality)1:

Delivery date in Annex I:

31/12/2013

Actual delivery date:

31/12/2013

Status2:

Total number of pages:

Keywords:

Serious Games, Scenarios, Use cases, User requirements

PU: Public; RE: Restricted to Group; PP: Restricted to Programme; CO: Consortium Confidential as specified in the Grant Agreement 2

F: Final; D: Draft; RD: Revised Draft

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Disclaimer This document contains material, which is the copyright of SmartSociety Consortium parties, and no copying or distributing, in any form or by any means, is allowed without the prior written agreement of the owner of the property rights. The commercial use of any information contained in this document may require a license from the proprietor of that information. Neither the SmartSociety Consortium as a whole, nor a certain party of the SmartSociety Consortium warrant that the information contained in this document is suitable for use, nor that the use of the information is free from risk, and accepts no liability for loss or damage suffered by any person using this information. This document reflects only the authors’ view. The European Community is not liable for any use that may be made of the information contained herein.

Full project title:

SmartSociety - Hybrid and Diversity-Aware Collective Adaptive Systems: When People Meet Machines to Build a Smarter Society

Project Acronym:

SmartSociety

Grant Agreement Number:

600854

Number and title of work package:

WP9 Proof of Concept and Validation

Document title:

Scenarios and User Requirements Elicitation

Work-package leader:

Marco Pompa, IMA

Deliverable owner:

Marco Pompa, IMA

Quality Assessor:

Mark Hartswood, UOXF

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List of contributors Partner Acronym IMA IMA IMA IMA IMA IMA

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Contributor Marco Pompa Li Zhu Lucia Pannese Antonio Ascolese Dalia Morosini David Wortley

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Executive summary In the frame of the SmartSociety project, the main objective of WP9 “Proof of Concept and Validation” is to design and implement a prototype of a Serious Game leveraging on the functionalities offered by the technological infrastructure developed in WP8. In other words, the prototype of a Serious Game will represent the interactive, engaging interface with which users will interact with the whole SmartSociety system, at the same time delivering data, preferences and behavioural patterns to it. In a nutshell, the objectives of WP9 are the definition of user scenarios and the elicitation of user requirements for a Smart City application, based on the SmartSociety platform; the specification, design and implementation of the SmartSociety Serious Game prototype; the definition of testing scenarios and an associated evaluation methodology as well as the testing and evaluation itself. This deliverable addresses the first of these objectives, as it describes the methodology that was defined and the process that was followed which lead to the definition of a set of four user scenarios that are meaningful for the whole SmartSociety system and from which user and system requirements can be elicited. The choice of the domains covered by these scenarios follows the European Union Policy on Grand Challenges as a Smart Society system should be developed with the resolution of such complex conflicts in mind. Research undertaken in WP9 was grouped in three main activities: the definition of the above mentioned scenarios, which resulted in one addressing tourism, one about policing and two concentrating on care; the definition of a validation methodology that was already used to validate the tourism scenario; the elicitation of the first set of user and system requirements for this validated scenario, for the benefit of all technical WPs. Plans for the next project year foresee continuing the work on scenarios to enrich the collection of system requirements and the production of the specification and design of the gamified environment. Work will also include the conception of an initial graphical interface that will have to provide an access to a first set of loosely coupled games, contents and services. In the second half of the SmartSociety project, the Serious Game prototype will be developed from here.

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Table of Contents Table of Contents

Introduction

Scenario design

2.1

Scenario domains and Grand Challenges

2.2

Process for scenarios creation

2.3

Macro-scenarios

2.3.1

Tourism scenario

2.3.2

Policing scenario

2.3.3

Healthcare scenarios

2.3.4

Additional scenario

Tourism scenario validation

3.1

3.1.1

Scenario phase - pre-trip planning

3.1.2

Scenario phase - on site

3.1.3

Scenario phase - after the trip

3.1.4

Suggestions

3.2

Tourist operators point of view on scenarios

3.2.1.

Topics - current state of tourism

3.2.2.

Topics - tourists’ role today

3.3 4.

Scenarios from the tourists' perspective

Conclusions

Preliminary user requirements elicitation

26 26

4.1

Use cases analysis in the tourism scenario

4.2

Preliminary functional and non-functional requirements

Conclusions and future work

APPENDIX

6.1

Appendix I: Preliminary investigations on the tourism section

6.2

Appendix II: Scenario template

6.3

Appendix III: Collection of macro-scenarios

6.4

Appendix IV-a: Focus group structure

6.5

Appendix IV-b Interview SmartSociety – Structure

6.6

Appendix IV-c: Tourism scenario after validation

6.7

Appendix V: Use cases analysis

6.7.1

Tour guide

6.7.2

Local residents

6.7.3

Restaurant owner

6.7.4

Tour operator

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6.7.5

Tourist

6.7.6

City council

6.7.7

Civic society

6.8

Appendix VI: Functional requirements

6.9

Appendix VII Non-functional requirements

References

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1. Introduction The SmartSociety project aims to progress the development of a hybrid system in which humans and machines work tightly together in a smart society. This hybrid system seeks to act as a new generation of Collective Adaptive Systems (CAS), bridging the semantic gap between low-level software processes which produce raw data and high-level human interpretation of data, interoperating optimise the balanced achievement of goals at both individual and societal levels. In this context, the role of WP9 is to design and implement a prototype of a serious game for SmartSociety leveraging the functionalities offered by the technological infrastructure developed in WP8. In other words, the Serious Game will represent the interactive, engaging interface with which users will interact with the whole SmartSociety system, whilst simultaneously delivering data, preferences and behavioural patterns to it. Serious games can provide a means of raising awareness of real world issues and can have a positive impact on the development of various skills within players. This, in turn, supports problem solving and encourages sustainable development (Mitchell and Savill-Smith 2004, Van Eck 2006, Knight, Carleyb et al. 2009). Thus the gamified digital environment designed and produced in WP9 will allow the validation of all project concepts. In order to achieve this objective, testing scenarios and an evaluation methodology have to be defined. During the first year of the project, WP9 worked on defining a set of scenarios in order to elicit user requirements and create the foundation for the gamified digital environment. Defining user scenarios as narrative descriptions of complex contexts produces a series of benefits for the SmartSociety project: -

Scenarios provide an effective way to create a high-quality baseline for the SmartSociety project.

Scenarios reveal possible SmartSociety system interactions and reveal services that may be required.

Scenarios can be used to explore interactions between humans and machines, individuals and social organizations, as well as to speculate on dynamic emergent social interactions.

Scenarios are a means to demonstrate the complexity, diversity, compositionality, hybridity, and adaptability of the SmartSociety system.

Scenarios can be projected into the future in order to design a system which will remain innovative at the end of the project.

Scenarios are easy to understand, to refer to and to share among WPs.

Scenarios bring WPs with diverse expertise and expectations together to explore common interests and develop mutual understanding.

Scenarios allow all partners to focus on envisioning a “smart society” and offer them a playground for testing and integrating their technologies, while creating shared understanding of SmartSociety concepts.

In the early stages of the SmartSociety project, it has been crucial to set the strategic direction for the most beneficial and general decisions independent of any future technological or societal developments. Scenarios not only help to elicit user requirements but also form an essential part of a method for designing more generic CAS. For this reason, scenarios need to evolve and thus link into other design activities as the project progresses. This process, defined as “scenario life-cycle”, will also be discussed in the document. This deliverable, D9.1, provides a comprehensive overview on the work carried out during the first year of WP9. Section 2 describes the work carried out to design scenarios; Section 3 the validation of one of these, i.e. the tourism scenario. Section 4 focuses on use case analysis and refinement. Section 5 describes Page 8 of (99)

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functional requirements and non-functional requirements analysis. Section 6 concludes the deliverable and introduces developments planned in Year 2.

2. Scenario design This section describes the work done on scenarios, including scenarios planning, visionary scenario evolution and scenario validation techniques and rationale. In order to update the state of the art and investigate what was already available in terms of digital games for a smart society, WP9 explored serious games and immersive technology design space (Wikipedia , Zyda 2005, Roach, Lamm et al. 2010, Workman 2013). Digital urban games with educational purpose in a city context (games4geog 2007, sporcle 2007, Guide 2013) were also examined. In parallel with these activities, WP9 also supported and carefully followed research carried out in WP1 on smart cities and communities, collective adaptive systems and other relevant concepts, theories and frameworks in order to be able to define a set of meaningful Smart Society user scenarios from which user and system requirements could be elicited. In order to avoid working with static scenarios which could easily made redundant or irrelevant by technological or societal developments, an iterative, evolutionary approach was adopted as a basis for the user centric collection of data and insights. This approach helps to guarantee the elicitation of the broadest possible collection of system requirements. During the project activities and studies, interviewing and meeting stakeholders inevitably generates fresh insights and interesting new proposals that could make these scenarios even more challenging, more innovative and extensive, so covering many more interests and needs. Also, developments and ideas for different scenarios can help inspire additional functionalities that could enrich the existing ones. This method, defined as “scenarios life-cycle”, is illustrated in Figure 1. The ultimate goal of the scenario life-cycle is to come up with “visionary” scenarios. Visionary scenarios can be used to describe a future system (Gordon 2010). Though the future should neither be predicted nor ignored, it is possible to understand driving forces and identify critical uncertainties, and thereby explore how these might unfold, in order to manage uncertainty and profit from change. The visionary scenarios are an ideal outcome, which identify and represent shared hopes. Scenarios are not so much an objective prediction, but more a narrative story about what things would look like if everything went right (Gordon 2008). As shown in Figure 1, finalized scenarios after this first stage of work will be further evolved as the project progresses. Insights gained from stakeholders, as well as feedback from the technical implementation, will be integrated in this evolutionary and iterative process.

Figure 1 Scenario life-cycle schema © SmartSociety Consortium 2013 - 2017

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2.1

Scenario domains and Grand Challenges

Today’s society is shaped by technology in unprecedented ways. We all face disruptive changes in our lives and new challenges which, paradoxically, can be both created and addressed by the various digital technologies that inform, empower and influence individual citizens on a massive scale. There has been no previous period in history where millions of ordinary citizens have been able to freely access knowledge and simultaneously share their lives and opinions with a global audience3. We live in a society, which is simultaneously the most connected and the most disconnected in history. Never before has anyone been able to communicate instantly in such rich and powerful ways whilst at the same time bearing little or no responsibility for the consequences of those communications. Our rapidly maturing immersive technologies are fostering power without responsibility and this situation is, in many ways, at the heart of the grand challenges, which Smart Society might be able to play a role in developing equitable solutions to increasingly complex situations. It is therefore the way in which technology empowers individual citizens with access to seemingly unlimited information and choice that creates the tensions, conflicts and disruptive changes in which the needs of society challenge the rights and responsibilities of the individual. The choices we make as citizens in our lifestyles and consumption patterns creates what are often called Grand Challenges, some of which in areas like the environment and security represent potential threats to the future of mankind, whilst other challenges, in areas like education, force a total re-evaluation of the role of knowledge professionals like teachers. Solving such conflicts between the needs of the individual and the needs of society is an extremely complex process, which arguably requires a combination of the power of the computer to process massive amounts of data with the judgement and wisdom of human beings. Smart Society systems should be developed with the resolution of such complex conflicts in mind. In the report entitled “ Investing in Research and Innovation for Grand Challenges “ prepared for the European Commission and published on the web at http://ec.europa.eu/research/erab/pdf/erab-study-grandchallenges-2012_en.pdf , Grand Challenges are seen as critical to future economic growth and involve solving crucial social and environmental issues such as healthy ageing and climate change. It is the complexity and interlinked nature of these problems that requires a fresh multidisciplinary, multi-stakeholder approach within which traditional frameworks and disciplines are inadequate. As such, this requires fresh research and innovation policies (Leijten, Butter et al. 2012). The Smart Society project is designed exactly to build solutions to address the complex, interlinked, global and local challenges of the type identified in EU policy through the development of complex adaptive systems (CAS) capable of supporting human decision-making in new and innovative ways. Therefore the chosen strategy was to align SmartSociety scenarios to a selection of both EU grand challenges and other global challenge scenarios where societal, public and private interests come into conflict. The four challenges inspiring the SmartSociety scenarios are described below: 1. Example Challenge 1 – Ageing Society – Rights and Responsibilities of the Elderly vs. the Needs of and Demands on the Working Population The ageing society is identified as a grand challenge by the EU in the report referred to above and is a phenomenon created by a combination of factors, which includes improved living standards, better healthcare and diet. The projected life expectancy in the developed world is steadily increasing but conditions related to old age such as dementia and mobility problems place an increased burden on welfare services. Even healthy elderly people in retirement create demands on society as their lifestyle is funded by pension schemes often based on shorter life expectancies.

This text was originated by David Wortley, one of the co-authors of this document, and can also be found on the web at http://www.slideshare.net/dwortley/defence-global-august-2013-complex-adaptive-systems

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The traditional sustainable society model in which a lifetime’s work and contribution to society was rewarded by a golden retirement has been challenged by the problems of longer lifespans, falling birth rates and youth unemployment which creates a situation in which a smaller active workforce is effectively financing a growing population of retired people. Governments are addressing the situation through a number of measures, which include increasing the age of retirement. The ageing society is a major challenge in which all sectors of society must be engaged to develop solutions, which preserve advances in wellbeing but balance these against the needs of future generations. 2. Example Challenge 2 – Civil Liberties vs. Society Protection The second challenge is a perennial argument which has become increasingly complex because of the widespread citizen access to both information and social media channels. One of the consequences of global communications and social media is that individual citizens and minority groups can inflict serious damage on society and other individuals either directly or indirectly, without, in many cases, responsibility for their actions. Against this backdrop, the massive development of “the internet of things” and wireless sensor technologies means that the technology exists to monitor almost every aspect of our lives. This collected information is used to profile and track our actions and inclinations. The Smart Society will need to be able to strike a balance between protecting the rights of the individual to privacy and safeguarding the future of society. 3. Example Challenge 3 – Sustainable Development – Tourism & Energy vs Environment The EU commissioned report identifies climate changes and environmental issues as a grand challenge. We live in a world where individual and group travel has never been more affordable and accessible. Digital communications technology stimulates economic activity and growth, which in turn places more demands on extracting energy and potential environmental damage. Imagine a complex scenario where tourism and attractions that bring economic growth clash with damage to the environment and the potential impact of emerging energy extraction technologies. With the growing trend to personalisation of tourism experiences and the use of virtualisation of heritage locations and artefacts as a mechanism to attract physical tourists to areas of physical and historical significance, bringing associated economic benefits, there will be inevitable conflicts between accessibility, economic sustainability and preservation of our heritage. 4. Example Challenge 4 – Education The impact of technology on education has been profound. Technology has transformed education from a teacher-centric model of knowledge transfer to a learner centric model of knowledge creation, causing disruptive change not only to the way we run learning and development activities, but also our job mobility and attitude to career development. Knowledge Professionals face many challenges to their role and status and “unqualified” citizens are now capable of matching the skills and abilities of those with years of education and training. Knowledge becomes rapidly obsolete in this changing world and Smart Society can help to analyse and respond to these challenges and shape the roles of knowledge Professionals in society. The list of topics derived from these challenges had to be narrowed to the selection of specific scenario concepts as a baseline for work. Based on the existing consortium member interests and domain expertise, the chosen SmartSociety project areas were tourism, care and policing. Coincidentally, all these domains show good potential to further accommodate the education challenge. The care domain addresses ageing society, which is a phenomenon created by a combination of factors, including improved living standards, better healthcare and diet. Policing is a domain addressing a complex global challenge of civil liberties vs. society protection. The SmartSociety project should be able to strike a balance between protecting the rights of the individual to privacy and safeguarding the future of society. Tourism is a domain that directly relates to the grand challenge of sustainable development. For instance, individual and group travel should become more affordable and accessible. Digital communications technology stimulates economic activity and growth, which in turn places more demands on extracting

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energy and potential environmental damage. Based on the description of the DOW (Part B 1.1.3.2), this domain was also chosen as the first one to deepen and to be validated in the project.

2.2

Process for scenarios creation

Scenario production is a very creative exercise that needs to capture ideas and visions from very different perspectives, ideally without constraints. These need then to be combined to describe needs of potentially different stakeholders and complex situations, in such a way that they create the strategic direction for the most beneficial and general decisions independent of any future developments and technology (Network 2010). Scenarios of the SmartSociety project need also to accommodate needs, interests and characteristics of all WPs in order to come up with an integrated gamified digital environment demonstrating the whole suite of technologies developed throughout the whole project. As such, a shared common process to build meaningful scenarios with the contribution of the whole consortium needed to be defined. The process that was thus defined and refined and finally adopted can be roughly described as a four steps approach: As SmartSociety scenarios need to consider wide ranges of potential services as well as the technical capability of all WPs, a wide range of scenario contributions needed to be identified and collected first in a participatory way from all project partners. In this brainstorming phase, it was essential to generate creative inputs, explore services from any possible perspective and without particular constraints. A template document was defined (see Appendix II) for this and some basic rules were given: mainly no specific technology had to be mentioned in scenarios, in order to focus on people’s needs without being constrained by technical limitations eppim ki, aitinen et al. . Each scenario had to reflect SmartSociety properties e.g. diversity, hybridity, compositionality. In the second phase, collected scenario contributions were clustered into application domains, highlighting the potential needs of individual and collective users, according to the project’s emerging understanding of CAS (see D1.1 section 2.2). The same template was then used by WP9 for helping in the creation of more elaborate and detailed, domain-specific scenarios, as a combination of the single contributions, in such a way that potential conflicts that could occur between individual and collective users emerge clearly. Finally these detailed scenarios were to be evolved in a visionary way and then validated. At the end of this process, during which around 30 contributions were collected and consolidated into, four detailed scenarios, called “macro-scenarios” which represent a very promising foundation on which to perform use case analysis and elicit a first set of system requirements, as will be described in the next sessions.

2.3

Macro-scenarios4

For each of the application domains listed in section 2.1, namely tourism, care and policing, WP9 created complex visionary scenarios where societal, public and private interests come into conflict. Hence, the SmartSociety project could explore solutions to address the complex, interlinked, global and local challenges identified in EU policy through the development of complex CAS capable of supporting human decision-making in new and innovative ways. Details about each macro-scenario can be found in Appendix III. The following paragraphs highlight their main characteristics and features.

2.3.1 Tourism scenario Before the tourism scenario was created, some preliminary investigations about the tourism sector were carried out, which are described in Appendix I.

The text describing each of these scenarios incorporates many of the actual phrases of the scenario's original authors. Each scenario in Appendix III lists all contributing authors.

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The tourism scenario is set in a future city equipped with a Collective Adaptive System (CAS). “CAS City” is an international tourist destination with a rich cultural history, lots of museums and points of interest and an efficient public transport system. There are many hotels and guesthouses for independent travellers. In addition, Package Tour Operators provide guided tours around the most popular locations. So-called “personas” individual profiles , representatives for specific roles, had to be identified. In this case, this involved personas such as tour guides, tour operator, tourists, City council, service providers, etc. As CAS City’s narrow historical streets and bustling cafes and bars are a source of traffic congestion, which is made worse by the larger tourist parties, the City Council need to make plans to improve the transport infrastructure in ways which preserve the valuable cultural experiences whilst improving the efficiency of transport for CAS Citizens. This scenario outlines various challenges, individual vs. collective and human vs. machines. The future SmartSociety solution should provide a schedule of activities designed to balance the individual needs and preferences of the tourists with the resources available, making provision for the expected surge in numbers arising from big events, e.g. a soccer match, and their projected impact on traffic volume. Additionally, it should tackle preservation concerns of fragile cultural sites, balancing demand across a range of attractions and creating new opportunities for new forms of tourism and new roles within the tourism industry (e.g. hyper-local tour guides). Picking from the preliminary survey results, this scenario highlights the importance of having personalized tours in the SmartSociety. Expert and motivated tourists could have tours customised to their interests and preferences: a detailed, interesting, non-routine, engaging experience of what could be a very popular destination while trying to avoid the impressions that they are being “processed”. The key characteristics of a CAS are represented as follows: -

Diversity: individual actors and City Council represent diverse populations with different backgrounds, knowledge, skills, objectives, and expectations.

Hybridity: the CAS System needs to balance many disparate needs and will require the processing, intelligence and storage capabilities to handle big data from different sources and simulate and visualise alternative scenarios suggested by city stakeholders.

Compositionality Collective adaptation is achieved by introducing gamification and incentive mechanisms, dynamically creating local incentives that channel the desired global emergent results. For instance, a Q&A game in the scenario seeks to harness individuals’ knowledge to help tourists having a pleasant trip, or to solve problems occurring during their trip or in their daily life. The composite results of this scenario require a combination of the wisdom and creative thinking of stakeholders and the collective judgement of human decision makers. These outcomes need to be visualised to be accessible, understandable and accountable to all stakeholders in a transparent way.

2.3.2 Policing scenario Policing, like many public services, is adapting to severe funding constraints. One response has been to explore the potential of digital technologies to enhance the effectiveness and responsiveness of policing with fewer resources. Forces are experimenting with social media to communicate with the public and as a source of intelligence, mobile technologies to improve flows of information and provide guidance to officers on the beat, connected infrastructures to improve integration with other services (e.g. prosecution or probation services). A number of risks attached to these programmes of innovation include ensuring transparency and accountability, correctly interpreting intelligence from novel sources of varying quality and provenance, and ensuring that response remains proportionate to the level of concern. The policing scenario is set in Manningham and based on an annual cultural march coinciding with a local derby soccer match characterized by strong rivalry and hostility between fans. This scenario illustrates that all the stakeholders are involved in preparing for this day and its possible consequences.

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In this scenario the key characteristics of a CAS are represented as follows: -

Diversity: a broad range of stakeholders is involved in this scenario, e.g. town council, immigrants, shop owners, police officers, citizens, trouble-makers, news reporters, etc. Actors represent diverse individuals or public organizations with different backgrounds, knowledge, skills, objectives, responsibilities and expectations. Therefore, the CAS System needs to balance the diverse cultural needs and aspirations of individual citizens based on a complex combination of individual behaviours, cultural background, length of time living in CAS City and relevant interactions with other citizens and organisations.

Hybridity: this scenario suggests that the hybridization of traditional media, emerging citizen media as well as new digital technologies are lobbying and influencing policing policy. In particularly, the tools that were once only affordable and accessible to established substantive organisations are now in the hands of citizens from every walk of life. These factors should assist in balancing personal needs of individuals with overall societal harmony. The system should present alternative scenario outcomes in rapid response situations based on a combination of big data processing, social media interactions, embedded sensors, tracking technologies and human judgement and should integrate into a transparent visualisation of the decisions that also takes into account security and privacy of both individual and collective assets and safety.

Compositionality: compositionality requires a democratic policing system, in which rights and needs of individual citizens as well as society are transparent and well balanced. There is growing conflict between the rights of the individual citizen and the need for public security. The rights and freedoms of citizens and their properties and livelihoods should be supported whilst minimizing the social and economic damage that could be caused without proper planning and preparation. The generic solutions presented could be providing gamification-style incentives and rewards for responsible behaviours that benefit both the individual stakeholders and society as a whole.

2.3.3 Healthcare scenarios There are two scenarios developed about healthcare. One focuses on a new patient-centric health data system and the other one focuses on a co-productive social care centre. Patient-centric health data The first healthcare scenario is framed in Scotland in 2020 where a new patient-centric health data system is already in place. Learning from the failure of other countries to develop a centralised health record repository, the Scottish system was developed on the principle that people own their medical data and have the right to control access and to add relevant information to it. This scenario involves patients, data vendors, persons in diagnostic need, collaborators in hypotheses development, engineers of care systems and the new patient-centric health data system. The new system consists of federated systems, in which patient data is extracted from a variety of existing sources (hospitals, medical practices, pharmacists, etc) and integrated with the patientsâ&#x20AC;&#x2122; own data taken from the patientâ&#x20AC;&#x2122;s personal monitors heartbeat counter, insulin level monitors, etc and record keeping. This approach becomes a highly effective medium of communication with general practitioners and others with whom it is appropriate to share information. This complex scenario is conceived around different actors that might engage with social computations supporting their healthcare. How this new system could be used or benefit different actors and facilitate different forms of social interaction is described in the scenario. In this scenario the key characteristics of a CAS are represented as follows: -

Diversity: the scenario explores a range of factors involved in healthcare, and how this diversity can be explored to improve health data system and a co-productive social care.

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Hybridity: a Smart Society needs to deal with the diversity of individual health requirements and needs to develop solutions which integrate the federated data on the patient with crowd sourced knowledge about short term and long term health predictions, personal health sensor data and collective intelligence that provides personal feedback and incentive mechanisms to each citizen.

Compositionality: citizens incentivised to adopt beneficial lifestyle choices would be rewarded not only by better quality of life but also, in times of resource shortages, these behaviours would be recognised in assigning priorities. These decisions would be based on transparent algorithms contributed to by all the health system stakeholders.

Co-production of social care The second healthcare scenario envisions a universal move in European Health and Care systems towards the integration of health and social care. It explores the potential for significant improvements both in quality and in value for money in both the health and social care spending. Part of this integration is the move to a system of work that “coproduces” health and care by deeply involving service users and their carers in doing the work of producing care. A key element in the delivery of integrated health and social care is risk stratification. It is necessary to classify people into different risk strata for different conditions and circumstances. Membership to a particular risk stratum will drive the choice of care pathway chosen for individuals. Additionally, co-productive approaches to the delivery of care pathways in the community could be a promising solution. Technology is being deployed to support assistive living and to extend the capacity of individuals to remain independent, as they get older. Many of these technologies are seen as a way of replacing human care with automated systems, which are impersonal. Against this background there are many other compounding factors such as longer lifespan and the pressure that puts on state pensions, advanced medical treatments that prolong life but at the expense of quality of life and high cost levels. Council financial support for care homes is predicted to disappear and many families are using their life savings to cover the cost of care for loved ones. All these factors were incorporated into the second health care scenario. In this scenario the key characteristics of a CAS are represented as follows: -

Diversity: this scenario explores the nature of diversity awareness in that it acknowledges an evolving, flexible, classification across a range of factors and how sensitivity to that diversity can be used effectively to improve outcomes

Hybridity: it explores the nature of hybridity via using the notion of social computation and expects the development process as a social computation

Compositionality: mediation, moving more and more of the assessment effort towards the carer population and away from Health and Care professionals to reduce cost and increase efficiency, is a potential mode of composition of social groups that has the effect of changing membership of groups. This process facilitates the development of interaction between human, informational and computational resources in the system.

2.3.4 Additional scenario Additionally, because the technical WPs needed a concrete narrative as early as possible on which to start their work, they prepared a “ride-sharing scenario” as a standalone application linked into the tourism scenario and focused on sustainable transportation. This is additional to the tourism scenario and is briefly described in the paragraph below: University students, workers, and members of similar large communities live in and around the smart city and they need to commute frequently. However, existing solutions are based on trivial web boards enabling © SmartSociety Consortium 2013 - 2017

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car owners to publish travel times and fees required from passengers. Travel details are coordinated between car owners and each joining party over the phone making for a cumbersome and unidirectional process. Following up from these considerations, a collaborative system for car sharing/pooling emerged from this scenario. In this scenario the key characteristics of a CAS are represented as follows: -

Diversity: This is a specialisation of a transport scenario (2.3.1). This scenario focuses on very different users: the mobility service described is targeted at people with very different mobility needs, ranging from work to leisure and tourism. The mobility service described in this scenario works on a smart aggregation of users in order to satisfy the full range of preferences and demands.

Hybridity: different actors who live in and around the smart city benefit from the collaborative ride sharing system. It automatically matches commuters to available cars, considering origin and destination, routes, capacity and other available information. The system therefore provides personalized car sharing services.

Compositionality: incentives and reputation components are introduced for sustainable car sharing behaviour that benefits both the individual and society as a whole.

3. Tourism scenario validation The tourism scenario, which as mentioned in section 2.1 was the first scenario to be chosen for future work, was validated through a qualitative methodology. In particular it was decided to use the techniques of the focus group and the interview. Focus groups are good at gaining a consensus view and/or highlighting areas of conflicts and disagreement (Preece, Rogers et al. 2002) and allow creating a more natural conversation pattern than in one-to-one interviews. In order to validate the tourism scenario some focus groups were organised to ask participants about their perceptions, opinions, beliefs, experiences, needs and attitudes on tourism related issues. These were composed by selecting people with different ages, genders, cultures and jobs from two different countries in heterogeneous groups in order to collect as many different points of view as possible around the tourism topic. Interviews are particularly useful for getting the story behind a participant’s experiences and to collect indepth information around the main topic (McNamara 1999). For this reason, in order to collect further details about the perspective of tourist operators one expert interview was conducted to integrate results from the focus groups. Both for the focus groups and the interview a semi-structured approach was used. As far as the focus groups are concerned, four main sections were defined to manage the groups (for more details about the structure of the focus groups, see Appendix IV-a): -

General discussion about the three main phases of the tourism scenario (pre-trip planning; on-site; after the trip , in order to collect participants’ experiences, beliefs and attitudes and to gain information about their needs and problems on tourism related issues; Collection of participants’ suggestions, proposed to cope with common problems arisen in previous section; Presentation of a video representing the tourism scenario, in order to facilitate its comprehension and better understand whether participants are well represented in this scenario; Role playing activity, in order to let participants change their perspective and try to better imagine how to deal with the specific situations presented in the scenario.

A similar structure was used for the interview, except for the role playing activity due to the presence of a single participant (for more details about the structure of the interview, see Appendix IV-b). Page 16 of (99)

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3.1

Scenarios from the tourists' perspective

Three focus groups were conducted with non-professionals in the role of “tourists”. Two focus groups took place in Milan, with 9 participants overall (5 in the first focus group, 4 in the second one) and the other one took place in Edinburgh with 5 participants. Focus groups were formed to represent different age groups, genders, cultures, professions and different styles of travelling. In particular, in Italy heterogeneous groups were formed on the basis of the age: 4 people were between 18 and 30 years old, 3 were between 31 and 50, and 2 over 50. As far as the gender is concerned, 5 were females and 4 were males; 8 were Italians and 1 was Chinese. The participants of these two groups had also different jobs: students, employees (in the public or private sectors), entrepreneurs (publishing or pharmaceutical industry) and healthcare providers. In Scotland a homogeneous group was formed with 5 students (between 22 and 26 years old). They were 2 females and 3 males (2 of Chinese origins, 1 of American origins and 1 of Turkish origins). Finally, these 3 groups were heterogeneous also on the basis of how usually people travel: solo travellers (travelling alone), couple travellers, group travellers and family travellers. Participants profiles to the focus group are presented in the following table:

GENDER

Male

Female

Total participants

Italy

Scotland

AGE

18-30

31-50

>50

Italy

Scotland

CULTURE Italian

Chinese

Italy

Scotland

American

Turkish

Scottish

JOB

Student

Employee

Entrepreneur

Healthcare provider

Italy

Scotland

5 Table 1 Participant’s profiles

Each focus group lasted for about 2 hours and 30 minutes. The central theme of the discussion was about leisure travel with at least two night’s accommodation. Discussion topics focused on the experiences, needs,

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problems and attitudes related to different phases of a journey, i.e. pre-trip planning, on site experience and after trip. The following paragraphs describe the analysis of the data that were collected throughout the three focus groups. Since the coherence of the collected data in all the different focus groups, in the next section results are presented all together, without distinguishing them among the characteristics of the samples. Sentences in square brackets in italic are quotes from the participants.

3.1.1 Scenario phase - pre-trip planning Participants had very different approaches to planning a journey:    

Do-it-yourself journey (no travel agency) Last-minute planning Journey via travel agency Online planning (Trivago, Voyage Privé, Booking, TripAdvisor, PaesiOnLine, forums and reviews, Airbnb, couch surfing)  Choice of the destination on the basis of the photos found on the web  Search of the photos on the web once the destination found  Choice of the destination on the basis of the offers  Detailed planning of the journey accommodation, activities etc.…  Less detailed planning of a journey (only the transport)  Choice of the destination on the basis of the group of people one travels with  Purchase of a full travel package (through a travel agency or the Internet)  Using a physical guidebook  Using Groupon (for dining or hotel) What emerged from the discussions was that each participant used different criteria to plan his/her journey, revealing their personal idea of a journey. Some participants preferred to organize their trip independently, while others preferred to delegate all or partial trip planning to a travel agency. Some participants considered the journey as an experience that did not require any planning, as planning meant taking away the pleasure of discovery, which would characterize the journey to them. In the organizational phase, the Internet played a key role for all, regardless of the type of traveller. There were participants who surfed the web to look for some inspiring photos and others who used websites for tourists to book accommodation, means of transport, full travel packages and to access to local knowledge. The Internet is generally perceived as a useful tool to find out reviews, photos and, more generally, experiences of other travellers who went to the same destinations as the traveller. As far as the purpose of the journey was concerned, the main reasons that were mentioned were:  Relax  Leisure  Adventure  Passion (e.g. music festivals)  Culture  Entertainment for families  Move away from daily routine The reasons to travel were different among participants, from travelling for passion to adventure seeking, from relax to leisure, from cultural purposes to entertainment for families. The problems and needs that emerged during journey planning were:  

The prices of transportation The prices of accommodation

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 The cost of living in the chosen destination  Security [especially for women]  Political instability  Choose what to visit (history and culture)  Vaccinations  Travel documents (visas and passports)  Luggage (size and quantity)  Too much information it’s difficult to choose  Reliability of the source of information  Trusting bookings that have been made through online services (i.e. Groupon)  Food  Weather  Language  Little time to organize  Different needs within a travel group (e.g. children)  Quality of entertainment  Local transport  Local traditions  Postponing a journey in case of need When pointing out the main needs and problems in the organizational phase of the journey, the retrieval of information played a central role. It was not only a question of the type of content, but also of the quantity of searchable information, which was hard to find in some cases (for example with respect to local transport), excessive in others. In this second case, the tourists felt confused, especially when they had no information to judge the reliability of the source. In addition, participants often had very little time to organize their own journeys or do a thorough research. The massive amount of disposable offers from the Internet could potentially lead tourists to trust on websites that are less reliable or less focused on their real needs.

3.1.2 Scenario phase - on site As far as the trip itself was concerned, the participants took different approaches.  Willingness to handle unforeseen circumstances [as long as they’re not serious]  Desire for independence [I like travelling by car]  Desire not to move [when I had to move during a journey, I got exhausted]  Pleasure of discovery [I’d love to take the car, drive, discover new restaurants and live the place]  Looking for rest [If the purpose is to relax, I simply like staying in hotel or in a village]  Cultural journeys [especially if you have short time available, e.g. the weekend]  Social traveller [during the journey I often send some photos privately, if I like the landscape] Participants expressed different ideas on the meaning of travelling. In particular, participants could be divided into two macro-categories of travellers: 1) seeking adventure and new experiences with intense curiosity, and 2) looking for relaxation. The problems and needs that might emerge during the journey were:     

Money exchange [I came back home from Uganda and I couldn’t change my money back] Weather [I went to Bratislava for new years’ eve and I found a snow storm] Local means of transport [there were few means of transport from the airport to get to the city centre]. Lack of information about possible delays and traffic Lack of punctuality

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            

Cleanliness Safety [I care about my wallet and mobile] Local tradition and customs [blowing the nose is considered as “improper” in China; the rudeness of some tourists] Accommodation [uncomfortable bed, scarce cleanliness, change of management last year, scams] Communication [problems with the language after arriving at destination] Food Luggage (got lost) The Internet (no connection, with paper documents as backups) Satisfy the needs of all participants to the journey (e.g. children) Respect the budget Pool money (if in group) Jet lag Difficulty to access to the local knowledge [You always get local knowledge from people not from the book]

As for the main needs and problems identified during the stay, it is possible to distinguish, 1) hitches and unforeseen circumstances in individual cases; and 2) constant risks regardless the destination, e.g. luggage loss. However, in all types of travels, especially if travelling in foreign countries, some precautions are needed to reduce the potential risks. It is important, for example, to know the culture of the destination (food, language, tradition and customs). The possibility to 'personalize' a journey plays a significant role. Especially while travelling in-group, it is important that everyone’s needs are met.

3.1.3 Scenario phase - after the trip As for returning home after the journey, the participants showed different approaches: 

Sharing of their own experiences with their friends and family [I usually show my photos to my friends. I hated the trend of some years ago, when people used to show their holidays’ transparencies to their friends and relatives]  Sharing of their own experience on the Internet social networks, forums, blogs… [it is very useful for travellers who don’t turn to travel agencies. I wrote some reviews. I think that reviews are very useful. I like leaving both positive and negative comments].  Writing a short story of the journey [I spend day writing about my trip].  Only a few people use to write reviews [Rarely. I use them all the time but don’t give back. I forget it]. The desire to share one’s travel experiences after the trip was quite common. Participants who are familiar with technology preferred to share their experiences online via various social networks, blogs or travel forums; while others preferred to do it in a more traditional way, e.g. face-to-face. The main problems and needs that might emerge after the trip were: 

   

Retrieve the contacts taken during the journey [when I came back home I was too lazy to get in touch with my travel companions. When I go back home after holidays I realize I didn’t get the contacts of people I met] Weight gain Diseases Tiredness Difficulty to fit back into one’s daily routine life.

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3.1.4 Suggestions While thinking of some possible services to cope with the problems that normally arise in the different phases of a journey, participants of those two focus groups identified some existing services. In particular, the existing services considered as useful in meeting travellers’ needs independently from the reason for travelling, are: 

Websites to book hotels and share your travel experiences (e.g. Booking, Voyage Privé, PaesiOnline, TripAdvisor, forums and Trivago)  Electronic tickets for public transport [when I went to Florence I bought a tram ticket directly from my mobile phone]  An application showing the public transport timetables  An app/website for quick translations  Social networks to stay in touch with friends and share experiences in real time  Real-time traffic information systems All these services, however, were considered useful but not always available (e.g. electronic tickets for public transport in Italy seem to exist only in Florence at the time being) or not always easy to spot among the large amount of services offered. Apart from existing and already used services, participants tried to come up with new ones: 

An ‘augmented reality’ application helping users to find places to spend the night, eat and spend their free time based on their needs and preferences  Online information office  Sharing experiences of other travellers inside the travel agency in a sort of “social” way (e.g. when booking a holiday) The main need emerged from these proposals is to have personalized services (including the existing ones) and adapt them to the users. Moreover, sharing one’s own experiences is often necessary to help and get help from other travellers’ experiences. This is true both in a digital world and in physical travel agencies, where one does not usually know the opinions of other tourists who have already purchased the same travel package or the same trip as the traveller. Finally, a common problem that emerged was the extensive option of services, which make lives more difficult instead of easier: it is difficult to understand which services are reliable and how reliable information is. The ideal solution as pointed out by the participants would be an integrated adaptive system that could provide different services to meet their various needs. During both focus groups participants watched a video (http://youtu.be/_6jWvFh3Swo) that was created by imaginary for this validation activity to represent the tourism scenario. All participants rated the content of the video as relevant and managed to identify themselves with some of the characters showcased in it. In particular, most of the participants identified themselves as Amy or a backpacker. Others identified themselves as a fan or as the restaurateur. 

[I identify myself a lot as the fans, because I often go to pubs showing live football matches and have a good time there]  [As a restaurateur I would have asked Amy to sit next to the other tourists, also to make the bar more enjoyable]  [I identify myself as Amy because I travel alone] The possibility to identify with the displayed characters implies that what the video shows is potentially realistic and meaningful, thus that needs and behaviours described in the scenario are relevant and interesting. After this part, a role-playing session was conducted, in which participants were required to imagine 'entering' the scenario, playing one of the main characters and engage in a discussion with other participants about their needs, problems and possible solutions. © SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017

Based on the tourism scenario, the chosen characters for the role-playing were: - Franco Carboni is a young tourist guide who organizes guided tours during his university vacations. He is very passionate about his job. He always tries to offer tours that fit the type of his group of tourists in order to provide them with an interesting, authentic experience. - Maria Degas is a native citizen and has a passion for local history, especially for traditional songs and dances. She loves her hometown and loves to share pictures, videos and music on social networks. She is a pensioner and has limited mobility, but she would like to share her knowledge about the city with tourists. - AllOverTheWorld is a tour operator that has been selling holiday packages for several years. Their purpose is to coordinate different tours in order to deliver the best possible experience for each tourist. Although the AllOvertheWorld collaborators are well prepared and experienced, the tour operator has lately been receiving many complaints from customers. - Miguel Rondo is the owner of a bar/restaurant in the heart of the tourist area. He is very proud of his activity, but he is often frustrated about the apparent lack of coordination between tourist guides. - Amy is a young American tourist who has been dreaming for a long time of enjoying the musical heritage of this city. Before her departure, she made an in-depth online research, then she booked a low cost airline and profited from a last minute accommodation website in order to organise her journey as much as possible in advance. Amy is travelling with a low cost budget. - Peter and Rosalind are an elderly couple of pensioners who have booked a holiday package. They do not love queuing and do not like traffic congestions. They expect an authentic and special experience from this tour organized by AllOverTheWorld. For each character, the aspects and problems highlighted by the participants of the focus groups, during the presentation and description to the others, were the following: For Peter and Rosalind: [We expect the best. The tourist guide must speak our language, must be competent and must show us around the city. If I pay a lot, I expect a lot. One of my biggest concerns when travelling is the health of my wife and mine] For AllOvertheWorld: [I always make sure my clients have everything they need and try to anticipate their needs. I propose quite creative solutions. It is difficult to satisfy all my clients, because they are not much willing to face unforeseen circumstances, they are sometimes rude and hard to please. A sensitive aspect of my job concerns the relationships with travellers and local services, e.g. hotels] For Amy: [The main problem is the reliability of information I find on the web. It is not easy to choose the right destination for me. I have a low budget. Iâ&#x20AC;&#x2122;m concerned about my safety while travelling] For Maria: [I have health problems and not all the tourist sites are accessible to me. Tourists might represent a source of stress for me] For Miguel: [My bar is always full of tourists. The only problem is that sometimes tourist guides book a table and arrive late, or they even forget to book. I always try to satisfy all my customers, but it is difficult] For Franco: [I love travelling and I became a tourist guide for this reason. I only have a hard time to manage unexpected events. It is difficult to manage the dissatisfaction of your group of tourists] Finally, the participants tried together to come up with possible solutions which could solve the problems highlighted, meeting the needs of all the characters involved. Page 22 of (99)

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Peter and Rosalind: [They should inform themselves better about the tour operator (word-of-mouth, forums)] AllOvertheWorld: [It could provide specific travel packages, according to the kind of customer, e.g. a system where tourists insert their personal information to build their profile] Amy: [She should consult the forums to benefit from the experiences of other travellers similar to her] Maria: [She could leave her address in hostels to propose herself as a guide. She could also propose her own material to tour operators or specific travels for disabled people] Miguel: [If he was specialized in something specific, his bar would become more famous. He could receive tourists in a better way, for example by splitting the customers in two rooms, on the basis of their needs. In addition, he would be able to offer a better service, if customers had the possibility to check out the daily program in different languages without having to enter the bar] Franco: [He should be ready to provide different solutions according to the type of customers. He should also involve his customers more, in order to better satisfy their needs]

3.2

Tourist operators point of view on scenarios

In order to collect information on the journey-theme from the tour operators’ point of view, one further focus group with tourist professionals was conducted in Florence and one semi-structured interview with an expert tourist operator took place in Trento. Both activities were carried out to collect experiences, needs, problems and attitudes from the tour operators’ point of view. Participant profiles to the focus group are presented in the following table:

GENDER

Male

Female

Italy

AGE

18-30

31-50

>50

Italy

JOB

Tour guide

Employee

Tourist consultant

Italy

Table 2 Participants profile The focus group was formed to represent different age groups, genders and different roles in the tourist industry. In particular, 6 participants attended the focus group session in Florence: 1 aged between 18 and 30, 4 aged between 31 and 50 and 1 person was over 50. As far as the gender is concerned, 4 were females and 2 males; all were Italians. The participants of this group had also different jobs: tour guides, employees in public tourist offices and tourist consultants. Concerning the interview, this was conducted with an Italian male, age 40-50 with over 10 years of experience in the tourist industry. It offered the opportunity to integrate results from the focus groups with further details about the perspective of tourist operators. The following analysis summarizes the results from both the focus group and the interview.

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3.2.1. Topics - current state of tourism Participants discussed in detail the current state of the tourism industry, its main characteristics and problems. As regards the descriptive stage of the current state of tourism, in particular, everyone agreed that nowadays tourism is undergoing a period of great change, mainly due to emergent new communication tools. 

[Tourism and tourists are undergoing a period of great change, due to social networks (Twitter, Facebook, Instagram, etc) and mobile tools]



[Tourists feel an increasing need to communicate during their holidays and accommodation facilities aren’t always ready to satisfy these needs]



[it’s not possible anymore to distinguish between a “before-during-after” as regards travelling because, thanks to new communicating tools, travel experiences have become just one thing]



[tour operators are more and more in the ‘doldrums’, the only ones to survive are those offering authentic experiences and who can stay up-to-date].

As regards the main problems that can be observed in the tourist industry nowadays, a series of elements representing serious issues for tour operators were identified: 

Lack of a market analysis [tour operators often have very few information about the area they’re working into, they are often unable to communicate facts about their area]



Lack of real time information [it would be useful to have tools allowing the operators to give tourists real time information]



Lack of networking between all the operators involved [museums operators are totally unable to handle a relationship with tourists and aren’t often helpful to guides]



Lack of awareness from tourists [nowadays we often have to work with tourists having unreal expectations about the area they’re visiting]



Inability to offer differentiated solutions to different tourists [you can’t expect the young tourist with a backpack to have the same needs of the family with little children]



Inability to contextualize tourism [it would be great to capitalize on a territory even in the nontourist periods, offering focused activities and aiming only at focused kinds of tourists]



Incapability of networking between operators from the tourist industry [there are often many good ideas but they never succeed in materializing, because of a lack of communication and group game between the different actors involved]

It is evident from the analysis of the current state of tourism that the sector is going through a period of great change. Nevertheless, there is insufficient awareness of how different tourism operators can collaborate to manage this situation in ways which completely satisfy tourists. The lack of communication and networking amongst all the tourist operators seems to represent one of the main factors affecting tourist relationships. Local institutions could play a key role in helping to cope with critical elements by coordinating work between different tourism operators and facilitating better communication between tourists, operators and citizens.

3.2.2. Topics - tourists’ role today Participants tried to identify the main characteristics that are typical to tourists and modern tourism. In particular, participants pointed out the following features as mostly relevant: 

Nowadays tourists want to live an experience during their journey, not only do sightseeing [tourists are more and more searching for authentic travel experiences]

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

Nowadays tourists want to be more and more independent [one of the principal trends is that of offering a series of possible services to the tourist but leaving him independent in the choice and management of these services]



Tourists are bombarded with too much information [there’s a need for a customized communication depending on the kind of tourist with whom you’re dealing with]



Tourists are very different depending on their culture [I can tell Canadian tourists are much more informed than American ones, as for culture]

It is interesting to underline how all the participants identified as central the theme “customization of offering”. It is becoming more and more important for tour operators to be able to offer “ad-hoc” vacation packages for tourists and create communication campaigns that help easing the "information overload" problem. Furthermore, participants emphasised that they usually did not have any kind of contact with other tourists after the trip, except for possible complaints or to ask for a contact to share with some friends or relatives: 

[my experience shows that if a tourist contacts you once he gets back home, it is just to complain in an official way of the service he got or to ask for a contact to share with some friends or relatives];



[working as a guide, when one of my customers calls me back, it’s often because he got along well with me and wants to share my contact with his friends and relatives who are going to have the same holiday].

To solve these difficult situations, participants proposed various solutions, among which: 

Creation of "ad-hoc" packages depending on tourists’ needs, time and budget [the last service I created for tourists was a very particular one, linked to bloggers’ tourism; I prepared a specific tour based on the route described in Brown’s books]



The use of new communication tools (social and mobile) to improve communication between operators and tourists [the new communication tools are a huge resource for tourism, but it is important to be able to use them in the more suitable way]



The creation of a networking system between the various actors involved in tourism [without a networking system I don t think we will be able to keep pace with the times]

Throughout the focus group and during the interview participants were shown the same video representing the tourism scenario, used for tourists (http://youtu.be/_6jWvFh3Swo). The contents of the video were perceived as meaningful and sufficiently contextualised in a realistic situation by all participants. Moreover, participants managed to identify themselves as some of these characters based on their characteristics. It demonstrates that in the scenario typical tourists needs, features and ideas of journey were well captured and described. The majority of participants identified themselves as Amy, the tourist with the backpack, or the tour operator, or the restaurateur. 

[I identified a lot with Amy because I feel I’m a very independent and aware tourist]



[As a restaurateur I would have tried to find a solution that could make everyone happy]



[As a tour operator I would have tried to communicate with the restaurateur to find a solution for my clients]

In the end, it is interesting to point out how, once asked if there were any elements or actors missing in the scenario described through the video, the majority of participants noticed that the use of social networks is completely missing:

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

[I would definitely think it would be worth representing the social element, for example I can imagine Amy telling people on Facebook what’s happening to her]



[If the restaurateur had an account on some social networks, it would have been clearer to everyone what kind of guests are used to his restaurant]

So it is very clear that the situation described in the video, even if it shows a good perspective on the current scenario of the tourist industry, also shows some gaps regarding the lack of "social" aspects and of "mobile communication" inside it. These are taken up in the next section as potential for improvement.

3.3

Conclusions

According to the analysis of the results presented in sections 3.1 and 3.2, the validation generally confirmed the effectiveness of the presented tourism scenario. In particular, all the participants’ perceptions, opinions, beliefs, experiences, needs and attitudes on tourism related issues that emerged during the focus groups and the interview confirmed that situations presented in the tourism scenario are realistic and meaningful, quite broad, and there was a general coherence between the scenario and situations that were discussed. Nevertheless, some critical aspects were also identified and offer some good potential to expand the scenario and complete it in order to raise its representativeness and level of interest. They are summarized as follows : -

Actors. All the actors included in the scenario were considered as pragmatic and representative of today’s tourism industry. During the validating process, tour operators pointed out some other important actors that play an important role in the current tourist industry and that are not covered in the scenario, for instance, local organizations such as Councils, Heritage NGOs and Trade Associations playing a central role in the management of the tourists-tour operators-citizens relationships. Local organizations would allow the creation of a real network, where each actor can compare himself with others on his needs and opportunities.

New technologies. All participants pointed at new communication tools (social networks, mobile apps, etc) as essential elements for tourism. Tourists are empowered by a wide range of technologies, social media channels, real time resources to organise their journeys as well as to explore personalized experiences. However, the majority of tour operators are not ready for managing this important change. Tour operators are often not able to offer every single tourist suitable services to their needs and expectations. In this aspect, an aware and focused use of new communicating tools would certainly help tour operators to get closer their customers. This aspect should be included into the scenario.

The analysis illustrated that tourism is undergoing a period of fundamental change causing the tourism industry to continuously strive for evolution. Not all the actors seem to be aware of this change and some of them are not ready to be up-to-date. Tourists are not passive service users anymore. They are active actors looking for experiences and empowered to manage their journey independently. Local organisations on the other hand should adapt to these changes and create more customized new services that e.g. provide tourists social networking possibilities. Based on validation results, the tourism scenario would benefit from the introduction of two new collective actors, city council and CAS civic society to represent local organisations. These were thus introduced and the new version of this scenario could then be used for the next activity, namely the elicitation of user and system requirements (see Appendix IV-c).

4. Preliminary user requirements elicitation The description of the tourism scenario was a creative exercise based on the development of a future visionary situation intentionally devoid of any technological references, as previously described. Because of the need to avoid any technological constraints or assumptions, this scenario will inevitably continuously Page 26 of (99)

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change and evolve. This represents a challenge when developing the gamified solution for which system requirements are needed. Therefore the derivation of use cases and functional and non-functional requirements has been kept at a high level. For the same reason, validating use cases would not contribute to informing the system, either quantitatively or qualitatively. This policy has made it possible to define a preliminary set of requirements which can be continuously enriched with each ensuing macro-level scenario thereby enabling the Smart Society system to retain the necessary flexibility to accommodate changing requirements as the project develops.

4.1

Use cases analysis in the tourism scenario

A use case is a list of steps, typically defining interactions between an actor and a system, to achieve a goal (Wikipedia 2013). A use case is an abstraction of possible coherent scenarios of use. When looking at the system as a whole, use case analysis identifies all the major uses of the system providing a functional description of the entire system, helping eliciting system requirements in order to clarify the designed scenarios. Use cases analysis helps us to identify the main tasks performed by the users of the system, describe the behavioural aspect of the system, identify how the system will be used, document the functions that the system must support as well as identify the component of the system. Once the tourism scenario was validated, work continued with the definition of its use cases from which requirements could be elicited. This series of use cases revolves around five actors: restaurant owner, local residents, tourists, tour operator and tour guide, as individuals as well as City Council and Civic Society as collective organizations. The use case analysis can be found in Appendix V.

4.2

Preliminary functional and non-functional requirements

Requirement specifications include both functional and non-functional requirements. Functional requirements define specific functions, tasks or behaviours that the system should support, while non-functional requirements specify criteria that can be used to judge the operation of a system. Non-functional requirements tend to be stated in terms of constrains on the results of tasks, such as constraints on the speed or efficiency of a given task. Examples of non-functional requirements include safety, security, usability, reliability and performance requirements (wikipedia 2013). Functional requirements were developed based on the previously described use cases for the tourism scenario. Overall 16 high-level requirements could be defined for local residents at this stage, together with 15 for restaurant owners, 24 for tour guides, 20 for tour operators, 41 for tourists, 27 for the city council and 16 for the civic society. The detailed list can be found in Appendix VI. Detailed non-functional requirements can only be derived at a later stage of the project, however a preliminary collection of generic non-functional requirements was already listed as starting point for the specification of the game-based environment that will be designed in the second year. These include performance requirements, security requirements, usability requirements, safety requirements, supportability requirements, product requirements, process requirements, external requirements. The complete list can be found in Appendix VII.

5. Conclusions and future work This deliverable describes work carried out in WP9 in Year 1. The chosen approach focuses on the creation of scenarios to facilitate technical specification in order to deliver a first set of requirements to the SmartSociety platform. Four visionary scenarios, tourism, policing, patient-centric health data and co-production of social care were finalized. Work focussed initially on the tourism scenario, which was then validated with stakeholders and served as a base to analyse use cases and elicit the first set of requirements. ÂŠ SmartSociety Consortium 2013 - 2017

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In the next project phase, a second scenario will be validated and the same procedure of analysing use cases will be performed, to derive a second set of requirements. These new requirements will be added to the first set to contribute to a larger extent to the design of a gamified system that will rely on the technological infrastructure defined in WP8. This system will represent the infrastructure and components of the â&#x20AC;&#x153;digital smart societyâ&#x20AC;? that will have to allow the validation of results coming from the technical work packages. In M18 a first version of the document specifying the design of the gamified environment will be released as D9.2 and thereafter updated throughout the lifetime of the project.

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6. APPENDIX 6.1

Appendix I: Preliminary investigations on the tourism section

A preliminary survey was carried out in order to gain insights and opinions about present solutions and needs of future potential users with reference to tourism. The survey was distributed to an international audience and around 100 people answered questions related to their present use of tools and their personal opinion on a potential future smart tourism system. The preliminary survey results were used to start imagining some different services for different stakeholders, with reference to tourism. The challenge in this first phase was to foster and allow divergent thinking as the aim was to generate as many ideas as possible. The survey results are summarized in the following paragraph: The survey sample was composed of 69% aged between 18 and 34, 28% between 35 and 54 and only 3% aged over 55. The people comprising the sample population are from multidisciplinary backgrounds and 91% of them travel. The majority of the participants aged between 18 and 34 mainly travels with friends, the rest with their family. On average, sample users travel 3 to 4 times a year and mainly for relaxing vacations across all ages. Their longest vacations are for relaxing and normally last for over a week. The principal sites used to gather information before and during their travels are Tripadvisor, Booking.com and Google Maps. With a predominant percentage of 73%, Facebook is placed as top site for sharing their travels. The biggest problems they face when travelling are Internet accessibility and transportation. To solve them, they mostly need to use the Internet. This is however not always at their disposal, creating difficulties. At the end of the survey, participants were asked to comment on a short description of what a smart tourism system could be and it can be found in Appendix I. Almost 77% of the sample (mostly people aged under 54) showed a high level of interest. The positive aspects most cited were its integration of different services; the fact that it worked on updated information; it was time-saving, easy, allowed personalization and useful. The negative aspects most cited were its privacy violation; the risk that information might not be reliable; that it takes away the fun of unpredictability; they saw it difficult to realize; time-consuming to play; and a free Internet connection might not always be available. Based on research carried through for the European Smart Society Program, many websites and apps have been found that can be used by a tourist to program his travel. However, these services target only certain aspects of tourism, which are: - Services for means of transport: ex. airlines, car-sharing, bike-sharing... - Services for accommodation: B&B, BedSharing, Couch Surfing... - Services for shared rankings and comments: TripAdvisor, Booking.com - Services for sharing experiences and contents (images, videos): Facebook, YouTube, Flickr, Instagram, Twitter... What is really missing today is one unique service that can help the users combine all of these and create an intelligent and personalized solution. Travelling is an experience that always leads to a personal growth in the end but it implies a level of physical stress caused by movements, change and the organization of the trip. So the idea is to move towards a system that connects all the points proposing solutions through a game that uses real data updated in real time in order to propose ideal solutions to the user. The aim is to transform the negative aspects of travelling into a fun experience as well. The solution will consider the user contributing to make it growth/more efficient and it is intended to have real life utility too. Finally two short interviews were carried out to collect further opinions. The interviews involved an expert professor of urban history and architecture and an expert with extensive working experience with tour operators and travel organisations. Collected inputs from participants were considered in the preparation of the work that followed, in particular, addressing an integrated personalize system to accommodate wide range of services, process big data and provide real-time feedback.

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6.2

Appendix II: Scenario template

Scenario Number

Sequential number, to be assigned by the scenario collection process owner.

Current version number.

Title

Short descriptive title for the scenario.

Application domain

High-level application domain (tourism, PA, transportation, etc.).

Current Version

History Author

Version

Action

Background The set-up for the scenario. This section contains information about how the user came to use the application, and any pertinent details that influence their interaction.

Actors What kind of user the subject(s) is (are). A description of the user will include audience type, demographics, preferences, and any other details that are appropriate to the scenario. Users should not be just individuals, but also collective entities (e.g. organisations, PA, etc.).

Objectives The task that the user will complete in the scenario. This section describes what the users intensions are for the scenario.

Description What happens in narrative way. A story is told about what the user experiences and does. Included are decisions that the user makes and the consequences. No assumptions about solutions should be made at this stage. Open your mind, be free and try to think about the hi-tech society you would like in the future!

Other Stakeholders

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Besides the users/actors, please try to identify other stakeholders involved in the scenario.

Comments Any further comments, useful to clarify the scenario and/or to add details.

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6.3

Appendix III: Collection of macro-scenarios 1

1.7

Scenario Number

Current Version

Title

Tourism scenario

Application domain

Tourism

History Author

Version

Action

Stuart Anderson, Mark Hartswood

1.01

CiceroneCAS scenario created

Marco Pompa

1.02

Tourism scenario created

David Wortley

1.1

Scenarios merged, narrative description created

Giancarlo Bo

1.2

Amendments and comments

Marco Pompa

1.3

Edited and adapted

David Wortley

1.4

Foreground part expanded

Marco Pompa

1.5

Edited and adapted

David Wortley

1.6

Improvements

Marco Pompa

1.7

Edited and adapted

Background As tourism becomes more and more highly personalized and differentiated, there is an insatiable thirst in some sections of the tourists market for ever more detailed, “authentic” and engaging experiences for popular tourist destinations. Travellers want to undertake guided exploration of their destinations in small groups and ask ever more demanding and detailed questions to their guides. They also want to avoid other crowds of tourists and are bored by the standard offerings. This places are ever increasing demands on the tour guides and there is a continuous need to update the offer of more novel experiences to returning visitors and to refresh their approach to the sights and sounds of the tourist locations they provide “advanced” guidance on.

The scenario is set in CAS_City which is an international tourist destination with a rich cultural history, lots of museums and points of interest and an efficient public transport system. There are many hotels and guest houses for independent travellers. Moreover, Package Tour Operators also offer guided tours around the most popular locations. CAS_City’s narrow historical streets and bustling cafes and bars are a source of traffic congestion which is made worse by the larger tourist parties and the City Council need to make plans to improve the transport infrastructure in ways which preserve the valuable cultural experiences whilst improving the efficiency of transport for CAS Citizens. Actors Franco Carboni is a young tour guide. He is a native of CAS and hosts guided tours during his vacation times from university. He has hosted several tours and would like to be more flexible in how the tour is conducted. He enjoys getting to know his clients and tries to focus on things of specific interest. He is often frustrated by congestion and long waits. He feels that more could be done to make the experience smoother and more interesting. Maria Degas is a citizen of CAS with a passionate interest in local history, especially traditional song and dance. She loves her native city and enjoys posting photos, videos and music to social media sites. She is

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retired and has limited mobility but would love to share her knowledge of the city with visitors AllOverTheWorld is a tour operator which has been selling package holidays to CAS for several years. These holidays include optional guided tours. They have been facing stiff competition from other tour operators able to promote customized tourist experiences and although their tour guides are experienced and well trained, there have been complaints about tours around CAS_City because of crowding and congestion, competition from other tours and long waits at restaurants and points of interest. The company is keen to find ways to create competitive advantage by offering a richer and more personalized experience for visitors as well as developing a better virtual presence on the internet. Miguel Rondo owns a bar restaurant in the heart of the tourist area. He finds he is either swamped with guests or half empty according to the time of day and the scheduled tours. He is very proud of his restaurant but often frustrated by the apparent lack of co-ordination between tour guides and frequently has pre-booked parties arrive late because of delays in itinerary Amy is a young American tourist who has long dreamed of visiting CAS and especially enjoying some of its musical heritage. She has done a lot of research on the internet and used a budget airline and “last minute” hotel site to organize travel and accommodation. She is travelling on a limited budget and feels that she is not getting best value from the tours because they only repeat the information she has already gathered from the internet. She would love to know a lot more about CAS musical history and traditions Peter and Rosalind are an elderly retired couple booked on a package holiday to CAS, They have a “bucket list” of places to visit and things to see before they die and CAS City is high on the list. They don’t like queues and congestion and want as smooth and rich an experience as possible. Objectives

The objective is to give expert and motivated tourists what they want: a detailed, interesting, non-routine, engaging experience of what could be a very popular destination while trying to avoid the impressions that they are being “processed”. In parallel with this, CAS_City needs to both plan its transport infrastructure to cope with a growing demand for both tourist and local citizen traffic and dynamically react to disruptive events. Any system also needs to provide as rich an experience as possible whilst attracting and gathering new content and information to be shared both physically on location in CAS and virtually on CAS_City web site. The system needs to support both tour companies and individual tourist guides in co-ordinating visits, meals and special events to both avoid congestions and promoting personalised exploration of the city.. The system needs to be able to respond to and support interactions between the actors both at a strategic level to support long term planning that connect people and resources in a personalized and efficient way and at a tactical level to make it capable of dealing with unusual or unexpected events. Strategically the system needs to monitor and profile the activities and motivations of the actors and use this information to make connections and build relationships between the actors and dynamically plan resources and activities in line with CAS City’s strategic vision and global identity. At a day-to-day level, the system needs to also rapidly respond to incidents and accidents as they arise and call upon relevant human and technological resources to minimize disruption. The system also aims to utilize crowd knowledge in order to build a new knowledge base for tourists, which can potentially be used to create more and better services and to harness individuals’ knowledge to help tourists having a pleasant trip, or to solve problems occurring during their trip or in their daily life. Description It is a summer’s day in 2018 and the football world cup is taking place. CAS City has supplied 2 players to the national team which is playing an important match in the qualifying rounds. A giant screen has been erected in the main square to show the match which is taking place mid afternoon and large crowds are expected to be watching in the square and in the many clubs and bars in the city. The tour operators like AllOverThe World know there is likely to be a lot more congestion in all the tourist areas and they need Smart Society to co-ordinate schedules which deliver the smoothest possible experience to every individual tourist. Franco is looking forward to all the buzz and excitement of the day and he would like to be able to guide tourists who have an interest in soccer to incorporate watching the match in the tour so he would like © SmartSociety Consortium 2013 - 2017

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Smart Society to identify the best tourists to make up his party and plan an itinerary that will be attractive for tourists to sign up to. Maria has no interest in soccer and hates crowds but she would welcome being connected to tourists with more cultural inclinations so she can share her expertise from home using whatever technology Smart Society can provide. Miguel knows there will be a lot of business opportunity today and would like Smart Society to help not only to manage bookings but also plan the menus, food supplies and cooking rotas to serve people quickly and efficiently with as near as full a restaurant as possible throughout the day. He is looking to Smart Society to match tourist schedules and meal preferences to his restaurant. Amy is not interested in soccer and would really like to have a customised tour that avoided the crowds and connected her to both other tourists with the same interests and local people like Maria. Peter and Rosalind would like to visit as many places of interest in CAS City as possible but would like to organise their own schedule without a guide, including an early lunch away from the crowds. The Smart Society System had analysed the historic tourist and traffic data and had prepared a schedule of activities designed to balance the individual needs and preferences of the tourists with the resources available, making provision for the expected surge in numbers arising from the soccer match and its projected impact on traffic volumes. The system had put in place a series of traffic diversions to manage the flow of visitors and an intelligent parking system was directing motor traffic to the best free spaces for individual destinations. AllOverTheWorld had used the system to allocate Franco to a group of tourists who wanted to combine watching the match in the City Square with a guided tour around the most popular city sites and the restaurant booking system had co-ordinated table bookings with restaurants subscribing to the system. Franco’s party were booked into Miguel’s restaurant for a noon table. Amy had used the Smart Society system in advance of her trip to be connected to Maria and other tourists with a special interest in music and cultural history. Maria had used Smart Society to suggest an itinerary which avoided the crowds and the soccer match in the City Square. The system had suggested restaurants appropriate for each tourist preference built around Maria’s schedule. Peter and Rosalind planned to use the CAS-City live system which offered a real-time programme showing activity hot-spots so that they could choose their itinerary around the quiet spots. The CAS_City Live system monitors traffic levels and dynamically displays electronic signage for directions and a messaging update service for visitors who register their preferences and visit details. The CAS_City’s optimised programme was inevitably a compromise solution designed to match needs to available resources and manage conflicts of interest. On the day of the match, unusual weather conditions cause delays to incoming flights to CAS City, including a couple of chartered flights of football supporters. Peter and Rosalind’s flight is also affected. A number of Franco’s scheduled group would now be arriving late. Maria is taken ill the previous evening and has been taken to hospital as a precaution so she is unable to host the party. These disruptions have an impact on all the actors in the scenario and a solution needs to be found to minimise disruption both for the individual actors and the city as a whole. AllOverTheWorld are one of the first commercial sponsors of a Smart Society game. Their company is seeking to establish its brand as a world leader in the use of social media for tourist activities in competition to companies relating to tourism. As well as offering and hosting a virtual currency service in partnership with CAS City tourist enterprises, AllOverthe World also uses the game as a way of recruiting, assessing and developing their staff, all of whom are encouraged to participate in the game, with incentives for staff who add value to the AllOverTheWorld experience. As an experienced tour guide, Franco is used as a contributor to the game’s questions, a source of answers and as the avatar for the game’s “help buddy”. Franco has a virtual currency salary bonus based on the number of active participants during each month, and the number of new contributing members. He receives a special bonus if he recruits a new member who later becomes employed by AllOverTheWorld. Miguel is particularly interested in the use of the game to attract specific types of customers to his restaurant. He does this by offering virtual currency incentives to people who have an interest in traditional recipes and wines, submitting questions and answers targeted at specific demographic groups. Amy is very technology literate and an avid player of mobile games and social media user. She embraces the game and is happy to do some research to both set questions and respond to answers. She uses the game before she comes to CAS City to generate virtual currency and when she actually arrives there, she is happy to use positional data on her mobile device to provide valuable information to other tourists about problems such as congestion as well as spontaneous real time interesting “hot-spots”. Maria sees the game as a valuable way to engage with and support tourists as well as engaging some of her friends who have lived in CAS City all their lives. AllOverTheWorld decide to employ Maria as a virtual tour guide responsible for organising and promoting cultural events and managing a small team of older locals who provide support for the game on a voluntary basis with virtual currency and badges as their reward. Peter and Rosalind are less experienced and active users of technology but they have learned to use their mobile device to pose questions to the game and also share their positive and

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negative experiences of the support given by the game in their tour of CAS City. The unforeseen disruptions on this summer day provide and ideal opportunity for the actors to use the Smart Society game to not only support each other and any tourist in CAS City on that day, but also to earn virtual currency as a reward. Each actor in the game contributes real time information on their position and status along with designated information topics and their impact on the schedule. The Smart Society game responds by rescheduling resources to ensure that within the constraints of the situation, each actor is provided intelligent suggestions to optimise their needs. Other Stakeholders The local tourist offic may be engaged in helping to support the activities of the tour guides. CAS_City Council

Comments Here the tour guides are constructing a communal resource that can be dynamically refactored using hybrid approaches. The approach recognizes the diversity of the tourist group and of the capacities of the cicerone.

Scenario Number

Title

Policing scenario

Application domain

Policing

Current Version

1.1

History Author

Version

Action

Mark Hartswood

0.9

Document created

Stuart Anderson

0.91

Incorporated Stuart’s suggestions

Marina Jirotka

0.92

Incorporated Marina’s suggestions

David Wortley

1.0

Suggested additions / amendments

Marco Pompa

1.1

Edited and adapted

Background Policing, like many public services, is adapting to severe funding constraints. One response has been to explore the potential of digital technologies to enhance the effectiveness and responsiveness of policing with fewer resources. Forces are experimenting with social media to communicate with the public and as a source of intelligence; mobile technologies to improve flows of information and provide guidance to officers on the beat; and connected infrastructures to improve integration with other services (e.g. prosecution or probation services) [1]. A number of risks attach to these programmes of innovation including ensuring transparency and accountability, correctly interpreting intelligence from novel sources of varying quality and provenance, and ensuring that response remains proportionate to the level of concern. © SmartSociety Consortium 2013 - 2017

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Against this backdrop, the media, both traditional and the emerging citizen media are lobbying and influencing policing policy. There is growing conflict between the rights of the individual citizen and the need for public security. The techno logical tools which were once only affordable and accessible to established substantive organisations are now in the hands of citizens from every walk of life. A truly Smart Society will need to develop solutions which transparently and equitably balance to rights and needs of individual citizens (both present and future) with the rights and needs of society (present and future) within the resources available (present and future)

Police forces are experimenting with: 

Predictive policing – how predictive techniques based upon past crime data can estimate where crime will next occur, enabling a targeted response to be made [2].



On the spot registering of crime that is immediately available to other officers and CID teams.



The ability of officers on the beat to receive contextually relevant information, including real time details of: crime events happening nearby, registered concerns of citizens about social nuisance, antisocial or criminal behaviour.



Multiple channels of environment sensing including in-car video cameras, CCTV cameras and number-plate recognition points, ability to mobilise crime-scene footage and reach large populations via social media.



Beat officers having instantaneous access to a range of police databases including number plate checks, criminal records, details of suspects at large including instant access to photographs.



Use of information created by members of the public including social media to generate situational awareness in the aftermath of terrorism, a disaster or public disorder situation (to give a few examples).



Beat officers initiating protocols that connect street policing much more tightly with criminal justice procedures.



The use of social networking to reinforce watchfulness in the local community and develop a network of trusted observers that builds its expertise in observing and reporting on activity in the community [e.g. see 3].



The use of social media to reinforce the role of police officers in the community, for example, linking police officers embedded in schools to the student and teacher body. Allowing community police officers to help in coordinating community activities like clubs, events etc.

If we combine from the above technologies to connect officers with live intelligence streams, remote colleagues, forecasts from predictive crime models and police databases in ways that shape responses and induce cycles of learning, then a Collective Adaptive System begins to emerge. Citizens and activists have been using :

Mobile devices and messaging to organise “Flash Mobs”



Location based services to co-ordinate activities



Social media such as Twitter, Facebook and Blogging to influence opinion



Hacking and Wikileaks to expose secret information

With the increase in cloud based services and ubiquitous sensors, technology offers multiple opportunities to both established authorities and citizens to influence the future for good or evil Actors A range of actors are involved with diverse interests and preferences, from patrol officers themselves, headquarters support, CID and forensics to witnesses, victims, and members of the public in local communities or neighborhoods with diverse cultural backgrounds and attitudes towards the police. Criminals should also be included as participants in the CAS as antagonists who will also learn and adopt strategies to evade detection as a counter-response.

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Mark Bentley is the newly-appointed Police Commissioner with responsibility for policing policy in Manningham. He is a former local councilor and a member of a neighborhood Watch committee on his estate He is keen to make his mark in his new job and with his budgetry responsibilities, he is very worried about the forthcoming march and football match with its potential for violent crime and associated bad publicity. Diann Finch is a community police officer, volunteering her time to support her local area. She has developed a good relationship with community groups in Manningham and lives on a former council estate which is now seeing increasing levels of unemployment. She wants to be provided with tools that enable her to take pro-active steps to build community cohesion and rapid intelligence and response mechanisms for handling difficult situations. Frank Jankowski is a Polish immigrant who has lived in Manningham for half his life. He is a law-abiding citizen with no police record. He regards himself as a Manningham local with a lot of pride and loyalty for his community. He is an active user of blogs and social media around community development and he has growing concerns about divisions in the community. He is worried about the forthcoming football match as his family has experienced aggressive and anti social behavior in the past. Mary Smith is a magistrate at the County Court. She has a reputation for fairness but has been criticized for lenience in the past when people has given community orders and non-custodial sentences to have become repeat offenders. She knows that the forthcoming clash is likely to result in trouble and she wants to have the best possible information available to help in her judgements. Bill Bloggs has lived all his life in Manningham and has lost his job at the factory which now employs many foreign workers who have moved into the region from across Europe. His resentment against foreign workers is often expressed in his local bar. He has become involved with an activist group who use social media to create “flash mob” demonstrations. He occasionally uses Twitter to voice his opinions and he plans to join a protest crowd against the cultural march. Janice Jones is a known trouble maker with a history of petty crime including shop lifting and anti-social behavior. She has previously been served with an ASBO (Anti-Social Behaviour order). She has a mobile phone but only uses it for voice and text messages. She is hoping that there will be some trouble that she can use as a diversion for shop lifting or looting. Ashram Patel is the owner of a small convenience store and post office and lives with his family above the shop which is near to a former council estate. He emigrated to the UK in the 1970s. He has been a regular victim of petty crime, mostly shop-lifting but also, on one occasion, armed robbery. He has fitted CCTV in his shop and is considering closing for business on the day of the march and soccer match even though it would cost him in lost business. Manningham Town is the town’s football team playing in a lower division of the football league. They rely on a mixture of volunteer stewards and local police on match days which are mostly trouble free but there have been problems with violence and disorder when local derby matches have been played. They are looking for reassurance that there will be added police capacity and responsiveness at the match. Pete Prentice is a news reporter with the Manningham Mercury daily paper which has been running a local campaign highlighting some of the social problems on the former council estate where there are high levels of unemployment. He regards himself as socially responsible but he is an avid user of twitter with many followers. He sees himself as the voice of the Manningham citizen and wants to protect the town’s reputation and security. He would like the most up to date news of any major issues and problems. Manningham Community is a multi-ethnic organization whose mission is to celebrate cultural diversity – they organize special events and marches for significant dates such as Diwali. Their annual march is normally a peaceful celebration of cultural diversity but they are worried that growing tensions in the town could ignite trouble. The organisers of the march co-operate with the local authorities and want as much information as possible to plan the march in as secure and trouble-free way as possible. Objectives

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To explore CAS in the context of policing in ways that shorten the cycle of intelligence gathering, assessment and police responses while incorporating a wider range of intelligence sources and response opportunities. To do this in ways which incorporate public assistance safely and prevent responses escalating inappropriately. To balance the needs and concerns of the authorities responsible for maintaining security, law, order and justice in society with the diverse needs, aspirations and capabilities of citizens Description

A Scenario: Trouble when two public events take place simultaneously This scenario is based on an annual cultural march coinciding with a local derby soccer match in which there is a lot of rivalry and hostility between the fans. Local residents are concerned about the possibility of violence, criminal damage and theft. There is evidence that criminals see these two events as an opportunity to trigger riots as a cover for theft and violence. The Manningham Multi-Cultural community is holding its annual celebration in which many ethnic groups march through the city. In previous years, there has been very little trouble but growing unemployment in Manningham and a massive increase in foreign residents who tend to buy properties in the more run down and deprived areas of the city is causing some resentment amongst older citizens who have lived all their lives in Manningham. The local media have been running articles about the problems of unemployment and foreign residents and there have been growing incidents of petty crime, much of which has been blamed on the foreigners and their families. Youth unemployment is also high with a lack of affordable entertainment for younger people. Against this backdrop, the community march coincides with the local derby football match and although they are taking place in different parts of the city and slightly different times, there will be a big demand on the local police and security officers. The situation leaves Manningham exposed to various criminal and civil unrest instigators to use this situation to their advantage for both crime and civil disruption. All of the stakeholders are involved in preparing for this day and its possible consequences and the smart society solution needs to support the rights and freedoms of citizens and their properties and livelihoods whilst mitigating against the social and economic damage that could be caused without proper planning and preparation.

Other Stakeholders A broad range of stakeholders are involved including Manningham Town Council Local Shopkeepers Association Chamber of Commerce Comments An important question is how can we use CAS design principles to ensure that the emergent system is robust and exhibits acceptable behaviours, particularly when challenged by crisis situations, heightened public emotions or noisy intelligence signals? Some of the challenges include: Building appropriate safeguards: Shortening the cycle over which intelligence is gathered, interpreted and acted upon poses the risk of removing checks and fail-safes that currently guard against inappropriately amplified responses to innocuous data. How is it possible to get the responsiveness of a CAS without increasing false positive events? (Although â&#x20AC;&#x153;safeguardsâ&#x20AC;? may not be the correct idea here, it may be that it is possible to build systems where balancing or corrective information is seamlessly built in so avoiding the need for expedients like rule-based checks etc.) Enlisting public support: Social media provides new but often equivocal points of engagement between the public and the police. Although feeds like twitter are potentially a highly valuable source of situational

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information in an unfolding emergency (as occasioned by a riot or a natural disaster), it can be hard to distinguish between trustworthy and malicious public contributions. Moreover, events that engage a population in strong emotions can motivate well intentioned participation in an investigation but also lead to highly disturbing outcomes. For example, attempts by reddit users to identify the Boston Marathon bombers became a witch hunt resulting in public identification of innocent bystanders as perpetrators [3]. A question then for a CAS system is how to harness public enthusiasm to help solve crime in more controlled and appropriate ways. There are perhaps strong roles to be played here by carefully designed serious games that bring a range of expertise to bear on intelligence analysis, or interpreting crime scene data. Ensuring data security: Exploiting and combining increasingly complex data streams raises forensics issues around their integrity. Provenance becomes a key issue, particularly to avoid creating new opportunities for data to be manipulated or fabricated during the course of an investigation. This point is especially important because what counts as intelligence during the course of an investigation may then serve as evidence during a prosecution where strong attempts will be made to discredit that evidence. Governance and accountability: It is possible to exacerbate already polarised views about the appropriateness of policing practice where policing responses become increasingly system driven and opaque. What new governance issues arise from a policing CAS? What opportunities are afforded towards enhanced public involvement in police governance (and what sorts of greater responsiveness might be required)? And what are the risks that already marginalised groups become more alienated? These challenges point to potentially interesting issues in data associated with social networks. In the social network context, hard information is replaced by a distribution of a particular observation over the network. The problem for the user of data in such a context is deciding what the correct population is to make the observation over and how correctly to construct the relevant population given what we want to know. There are a few observations: 

This is a well-known problem to opinion pollsters. If you want to predict the outcome of an election you need to take a representative sample of the population in terms of a range of factors. If you want to influence voters you need to look for the “swing vote” population who are likely to change their minds and so on.



In the CAS situation we need to do this “on the fly” using hybrid diversity-aware techniques so we can identify a range of different populations corresponding to different observations we want to make and the populations are not necessarily static, they may be highly dynamic as a situation unfolds.



This approach could cast interesting light on elements of compositionality because one approach is just to consider the combining of different forms of statistical evidence as the means of composing the work of the various populations in the social networks.

[1] http://policeforum.org/library/critical-issues-in-policing-series/Technology_web2.pdf [2] http://www.popcenter.org/library/crimeprevention/volume_13/03-Groff.pdf [3] http://www.logica.co.uk/~/media/Global%20site/Media%20Centre%20Items/Case%20Studies/2012/Burgerne t%20Final.ashx [4] http://www.bbc.co.uk/news/technology-22263020

Scenario Number

Title

Patient-centric health data

Application domain

Healthcare

Current Version

1.2

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Version

Action

1.0

Scenario created

David Wortley

1.1

Narrative description

Marco Pompa

1.2

Edited and adapted

Dave Murray-Rust (edited by Dave Robertson)

Background The year is 2020, and Scotland has in place a new patient-centric health data system. Learning from the failure of other countries to develop a centralised health record repository, the Scottish system was developed from the principle that people own their medical data and have the right to control access and to add relevant information to it. Technically the system (in fact systems) that were developed were federated systems in which the patient’s data is extracted from a variety of existing sources (hospitals, medical practices, pharmacists, etc.) and is integrated with the patient’s own data and annotation. The latter has proved a highly effective medium of communication with general practitioners and others with whom it is appropriate to share information. In the following we describe how this new system is being used. Actors 1. “Instrumented” patient Name: Kevin Uses personal instrumentation data on visits to his doctor.

2. Data vendor Name: Tom Has an unusual set of characteristics that mean his data is valuable for healthcare studies. Wants to sell these when appropriate.

3. Person in diagnostic need Name: Jenny Feels ill. Needs advice.

4. Collaborator in hypotheses development Name: Mark Helps to develop the data supporting hypotheses about a medical condition.

5. Engineers of care/medical protocols Name: Lab technicians Protocols for tackling medical conditions made available at scale.

Around of each of these actors a little background has been designed:

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Personal Instrumentation As well as yearly checkups at the doctor, Kevin continually checks his own blood pressure, heart rate, and blood sugar using a simple wireless device. Over time he might extend this to include sleep monitoring, qualitative introspective measurements (e.g. happiness). This is automatically added in to his healthcare record, along with suitable provenance data about how it was collected (e.g. sensors used, that it’s unsupervised etc.). When he visits his doctor, he can choose which categories of information to share, depending on questions asked. Requirements:   

communication between diverse devices and medical record stores allowing addition of user data, with provenance, to medical record stores granular sharing privileges that protect privacy

Monetising My Data Tom is especially valuable - he is an identical twin. Many people would like to be able to use parts of his medical records in studies, or to aggregate into data collections. Tom sets up permissions on his healthcare records that specify which bits of his data he is willing to share, and under what conditions. This includes whether the data can be resold, how long access is given for, whether he can retract the data, and how much he wants to charge under different conditions. Since Tom is not a lawyer or a data specialist, he pulls in some shrinkwrap CC- style licenses which are clear about the possibilities. Lots of transactions go through without any further intervention - where someone is willing to pay more than his minimum price. Occasionally, Tom gets requests for some kind of access along with an offer price, and chooses whether to accept or not. Requirements:    

specification for permissions about use and re-use of personal data mechanisms to share data adhering to these permissions discovery of people who match certain criteria automatic negotiation of prices for data access

Sharing Symptoms and Treatment Effects Jenny has been feeling ill, with consistent symptoms, and is wondering what kind of treatment to undergo. Based on her current symptoms, and her medical record, the system finds a group of people with similar issues, medical histories and genotypes, and collates anecdotes and data about the effectiveness of different treatments (i.e. how long was treatment, did it need to be repeated, how did you feel). This all happens anonymously. At the same time, she can join social groups (anonymous or otherwise) to interact with, by talking and sharing curated excerpts of each other’s records. Requirements:    

discovery of people with similar symptoms (implies some kind of machine readable version of symptoms) discovery of people with similar medical records annotating timelines of medical data interaction protocols for anonymous/pseudonymous/real named discussion

Collaborative Hypothesising Mark swears blind that wearing orange glasses after dark helps with insomnia. People with a certain gene-sequence may have a predisposition to cardiac arrhythmia, exacerbated by eating green leaf vegetables. People with a given blood group may have a tendency towards wheat/gluten allergies. (These are all real hypotheses floating around at the moment). The Healthy Social Machines can combine behavioural data, genotype and symptoms across the population to assess the validity of these hypotheses. When groups of people interact, they can turn their shared anecdotes and ideas into testable hypotheses, © SmartSociety Consortium 2013 - 2017

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and run them on population scale data. Each hypothesis is a rich object, with argumentation history and personal annotations. It can be linked to parts of individual records, for comment “hey, you see here, after this long period of inactivity, everything spiked did you do something different that day?”. It is also an active agent, which seeks out potential matches (similar medical records), to see if they share symptoms, and put them in touch with the groups hypothesising. Requirements   

executable hypotheses, which can run against people’s medical records collaborative annotation of the shared components of medical records similarity matching on personal data stores

Pervasive Analysis Based on analysis of millions of health records, a lab team have developed a 99% accurate prediction method for a sudden-onset condition. A spike in blood pressure and heart rate, coupled with a genetic profile plus reduced movement for a few days indicates that an individual is about to deteriorate into having some condition. Anyone can sign up to be monitored for this, and anonymously pass over their realtime, digital health objects for continuous monitoring. If the trigger goes off, the person gets a notification that they may be heading into trouble, and their doctor gets an explanation of why the alert was triggered, and links to similar case files and treatments. Requirements  

granular sharing of records realtime analysis of data feeds

discovery of potential customers through matching health records

Objectives This complex scenario is conceived around different actors that might engage with social computations supporting their healthcare. A key question is whether the same underlying system could facilitate all these different forms of social interaction.

Description Healthcare DR Storyline The year is 2020 and biotechnology and healthcare monitoring systems are commonplace. It is now possible to continuously monitor almost all medical parameters of the human body through ambient devices that are either worn or embedded in the body. Wireless technologies enable this realtime data to be accessed and shared across the globe. Mobile devices run applications that allow citizens to track their medical status and experiment with exercise, nutritional and lifestyle patterns to maintain or improve their well-being. Specialist companies offer personalised packages for healthcare maintenance and coaching. In recent years there have been various pandemic scares and the emergence of so-called “superbugs” which have become drug resistant. World authorities have begun discussions about unifying a system of “medical passports” which require electronic data about citizen medical history to be carried by visitors to foreign countries. Through a combination of genome and DNA analysis, it is possible to allocate a unique identity profile to every human on the planet Civil rights groups demand the right to medical privacy yet vast amounts of personal medical data is being collected, analysed and stored on the cloud and is being used to make healthcare recommendations to citizens and healthcare professionals on demand. Jenny is a 30 year old woman who has been feeling ill recently and her symptoms have lasted for several weeks. Visits to her local doctor’s surgery have not been able to identify any specific medical conditions. Jenny has been wearing one of the latest bracelet devices for lifestyle maintenance and has been tracking

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her sleeping, eating and exercise patterns on her mobile device. She is also a registered user of an international DNA analysis service that now holds millions of DNA profiles and offers a variety of online services. Several weeks ago, Jenny returned from a trip to the USA where she had a great relaxing holiday in Florida. She works as a teacher in a local comprehensive school. Jenny has researched her symptoms both through the general internet and with the company who supplied her tracking bracelet but cannot find any clues. She is starting to feel worse and is very worried so she visits her doctor who now has access to SmartSociety applications and data. Together Jenny and her doctor use SmartSociety to try to solve the problem once and for all. In signing up with the lifestyle management and DNA companies, Jenny had agreed to share her data with the general public on an anonymous basis to protect her identity but with the provision that she gets free access to any diagnostic and alert services that have permission to use her data. As well as the private sector specialist service providers who charge for their services, doctors and National Health Providers also have access to a secure area within SmartSociety which has been set up to tackle pandemic and global health issues. SmartSociety analyses both Jenny’s own data services and the secure services and detects a recurring pattern amongst citizens with Jenny’s profile and also identifies that there has been an unusually high death rate in the part of the USA that Jenny visited. SmartSociety is able to identify that only a relatively small set of profiles is affected and highlights a common factor amongst the sufferers. SmartSociety is also able to use messaging services to alert people who share Jenny’s profile and invite them to share their current status and lifestyle patterns to see if there are any remedies or behaviours which might help Jenny. Eventually, someone in Florida who is a passionate believer in herbal medicines and supplements, responds with a suggestion for a herbal supplement. Jenny’s doctor uses SmartSociety to scan for any negative side effects amongst those users of this supplement and, once satisfied, prescribes it for Jenny who soon recovers, sharing her recovery pattern as a SmartSociety case study. Other users of lifestyle and DNA monitoring who share Jenny’s profile get free alerts on their applications and SmartSociety manages the financial rewards for those whose data has been used to improve healthcare.

Other Stakeholders

National Health Service(s).

Comments This scenario was designed originally by Dave Murray-Rust, working as a researcher in Edinburgh on the SociaM project (an EPSRC-funded project on social computation in the UK involving Southampton, Oxford and Edinburgh). Since the groups involved at all three SociaM sites intersect with the SmartSociety project it makes sense to share relevant scenario development efforts, like this one.

Scenario Number

Title

Co-production of social care

Application domain

Healthcare

Current Version

1.2

History Author

Version

Action

Stuart Anderson

1.0

Scenario created

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1.1

Additions and Amendments

Marco Pompa

1.2

Edited and adapted

Background There is an almost universal move in European Health and Care systems towards the integration of health and social care. Reasonably good evidence in pilots points to the potential for significant improvements in both in quality and in value for money in both the health and social care spend. Part of this integration is consideration of moving more to a system of work that “coproduces” health and care by deeply involving service users and their carers in doing the work of producing care. A key element in the delivery of integrated health and social care is risk stratification that is based on data gathered via a process of assessment. Assessment gathers key information that is necessary to classify people into different risk strata for different conditions and circumstances. Membership of a particular risk stratum will drive the choice of care pathway chosen for individuals. Here we consider restrict ourselves just to the assessment process and possibly some aspects of the risk stratification process. We could also consider coproductive approaches to the delivery of care pathways in the community. Technology is being deployed to support assistive living and to extend the capacity of individuals to remain independent as they get older. Many of these technologies are seen as a way of replacing human care with automated systems which are impersonal. Against this background there are many other compounding factors such as longer lifespans and the pressure that puts on state pensions, advanced medical treatments that prolong life but at the expense of quality of life and high cost levels. Council financial support for care homes is predicted to disappear and many families are using their life savings to cover the cost of care for loved ones. These are all factors which could be incorporated into this scenario Actors We have the following basic populations – we are also interested in the process of stratifying the populations on a dynamic basis into different sub-populations that have particular properties that are useful in this scenario: 1. Service user: these are patients and social care service users – we are interested in stratifying them by care needs – this is a complex and dynamic process that involves careful judgement and is usually done by health and care professionals often with heavily siloed expertise. 2. Carers: these are not health or care professionals and comprise friends, family, paid carers etc. – we are interested in stratifying this population by expertise both in terms of level of expertise and domain of expertise. For example a carer may have very high level of expertise in dealing with patients with dementia and no expertise in dealing with service users who are homeless. We will also be interested in stratifying this group by their capacity to communicate, coach, mediate, and facilitate others in achieving their goals. 3. Health and Care professionals: these can be nurses, doctors, social workers, housing specialists, etc: we are interested in stratifying by expertise – skill level and domain of expertise but also on capacity to communicate, coach, mediate, and facilitate others in achieving their goals. Note that these are not exclusive categories. It is quite possible that some individuals could be service users, carers and health care professionals. It is very common that carers are also service users. Betty Miles is a eighty year old lady living in sheltered accommodation. She has mild dementia which is being treated through a specialist memory clinic. She lives alone in her own flat and is visited regularly by private sector carers who help her wash and dress. These carers do her shopping and domestic duties such as cleaning and washing. She has a daily meals on wheels service. Her needs are assessed and managed by a council social worker called Mary. Betty is obese and takes no exercise. Betty needs a care plan which delivers the best possible health outcomes whilst protecting her security and independence David Miles is Betty’s son. He lives about 20 miles from his mother’s accommodation and visits her once or

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twice a week. David is an only child and lives on his own in a rented flat. David does not have the resources or skills to be a daily carer but wishes to influence and support an appropriate care plan fort his mother as well as have access to data monitoring her status and condition. Margaret Spinks is the Manager of the Sheltered accommodation which has recently transferred from Council ownership to a private sector organization called Eight Doors who specialize in running a national network of such homes. Margaret is responsible for the day to day running of the centre. She needs to coordinate the activities of the centre and respond to the needs of her residents and their famillies Eight Doors have been acquiring independent living centres from council across the UK. Originally a family run business, they have recently become listed on the stock market. CAS Council are the local council for CAS Town which is a market town that has attracted a lot of people nearing retirement. It is in a pleasant rural area but benefits from a good rail link to London which is attracting a new population of commuters and their families. As a result property prices are increasing and services are being stretched. Coriander Court is a Council run care home whose residents need 24 hour care. The residents are mostly elderly patients with dementia but there are some residents with learning difficulties and behavioural problems. Michael Bates is a GP partner at the local medical centre which is under pressure from the medical problems of an ageing society. CAS General is the local hospital that serves CAS Town and the surrounding District April Arceo is a Filipino carer employed by the agency that looks after Betty Miles. She is divorced from her husband and lives with her daughter in CAS Town. She struggles to live on her wages and is affected by stress that causes her to have sick leave. Jennifer Prince is the Chairperson of the NHS Trust with responsibility for community health in the district The Jones family recently moved to CAS twon to be near Cynthia Jones’ parents, both of whom are elderly and in increasing need of care. They are exploring options for placing their parents in a care facility but have been told they will have to finance the care from their assets, including the family home. Bert Jackson is severely disabled as a result of a car accident. He is almost totally paralysed and needs 24 hour care currently given by his mother with help from the local authority. He is chronically depressed and talks constantly about ending his life.

The different groups listed above participate in the following activities. Ideally we should think about these activities as social computations whose effectiveness rests critically on the hybrid nature of humanmachine symbiosis in the computation and in the diversity-aware nature of the process since only certain strata in the populations are capable of participating in these activities depending on domain knowledge, level of expertise, locality and other factors. The preliminary list of activities is (recall we want to see each of these activities as social computations so there will be some kind of orchestrating element either human or machine together with orchestrated elements that will also be social computations): 1. Assessing: Carers and service users will engage with a social computation app that guides them through some part of the assessment process that is relevant to the service user. The app is realized by social computation so the carer and service user will have access to human and machine knowledge expertise in an appropriately blended form. The assessment process generates different kinds of data that is important to the CAS. In particular: a. Primary assessment data about the service user that will be used to risk stratify the service user that will aid the decision on what care pathways are appropriate for this individual. b. Behavioural data on the effectiveness of the carer (or health and care practitioner (HCP)) in the particular assessment role they are participating in. This will be useful in stratification and mediation activities involving the carer (or HCP) that are directed towards improving their effectiveness in assessment. This might include gaps in knowledge, failure to follow the process effectively, communication difficulties, … c.

Behavioural data on the effectiveness of a carer or HCP in the role of mediating between another participant in the CAS and knowledge, process or human resources within the CAS. This might involve explaining a process description or helping facilitate interaction

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2. Mediating: this is the process facilitating development or interaction between human, informational and computational resources in the system. The goal is to ensure the interaction is effective and meets the needs of the participants as far as this is possible in the circumstances. The mediation process generates data on: a. Development needs and capabilities of the participants that are being mediated. In other words when a carer calls on a mediator to help out in an assessment that will generate information on the needs and state of development of the carer that will help structure their future development pathway. b. Behavioural data on the effectiveness of the mediator that will feed into the stratification process and so will contribute to the allocation of a particular mediator to a particular mediation situation. 3. Stratifying: this is the process of developing the complex multidimensional classification system all participants are stratified into, deciding on how to facilitate the development of participants in their desired direction. This activity places participants in particular strata and generates data on the performance of the stratifier that contributes to their development path and their stratification as a stratifier. Stratification is the driver of the system. For many individuals their membership of particular strata is uncertain and stratification is always seeking to improve the quality of the stratification so it continually generates new assessment activities to 4. Developing: This is the process of developing social programs in all of these 4 categories (recall that Developing is also a social computation so it will involve some orchestrated participation of human and machine resources). The outcome will be the evolution of the processes and behavioural data on the developer that can be used in the stratification process. The above is quite abstract. To make it more concrete consider the following concrete situation. Among older adults (those 65 or older), falls are the leading cause of injury and death. They are also the most common cause of nonfatal injuries and hospital admissions for trauma. In the US the cost of falls in older people is $30bn annually. So in most health and care systems fall prevention is a key feature of programmes. It is also particularly interesting because the most common cause of falls is tripping on an obstacle so fall prevention is a very practical process that goes on in peoples’ homes. Suppose a particular service user is identified as having an un-quantified but potentially high fall risk. This would initiate an assessment in order to improve the quality of the overall stratification. An appropriate carer is matched with the service user and an assessment app that walks the carer through the assessment (the carer and the service user could be the same person). The app might be in the form of a game where the assessor is given a range of risk reduction actions that have different costs and then attempts to get the best risk reduction inside a budget, competing against an automated system (or another carer doing the assessment either in person or remotely). In the process the carer can use mediators to access further training, information and advice these resources might point out particular strategies or that the carer is inflating the service users needs etc. The data acquired flows back into the stratification process for the service user and into the stratification of the carer in terms of falls assessment expertise and in terms of effectiveness of learning, communication and empathy with the service user. This can be developed in a range of different directions to have more detail in terms of: specific assessment activity, how abuse might arise and be regulated, how a carer might develop new skills from experience, … Objectives In CareCAS the HD-A CAS will maintain dynamic, locality based, stratifications (recall a stratification is the allocation of individuals to categories in a complex classification system on the basis of evidence) of the three main populations listed above and will attempt to use this information to steadily improve the expertise level of the overall community so the quality of the stratification improves over time. This should have the following outcomes: 

The match between service user and care pathway will be better and so the form of care will be appropriate to the individuals condition.



Assessments are costly and intrusive, the goal here is to move more and more of the assessment effort towards the carer population and away from Health and Care professionals. This means assessment can be more frequent, and less intrusive and the goal of the CAS is to maintain reasonable quality. It may well be that the incentive of having a personal relationship with the

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service user may also improve the thoroughness of the assessment. 

The cost of assessments will be reduced because informal carers will take on more of the work.



There is a need for new approaches to governance to ensure quality is maintained and issues like abuse and fraud are at least as difficult to perpetrate as they are at the moment.



The process of assessment and stratification will be more open and transparent to service users and carers because they are participating in the assessment process and in stratification.

The HD-A CAS is managing significant volumes of data that should always be seen as potentially incomplete or inconsistent and the underpinning information system should be capable of handling this in an appropriate way (needs more thought). The CAS System related to the actors with their conflicting needs should support an equitable and sustainable provision of personalized services and resources and help with planning which addresses the likely problems associated with the ageing society we are living in.

Description CARE CAS Ageing Society Storyline The year is 2020 in an independent living centre called Coriander Court which owned and run by Eight Doors. The residents live in self-contained flats which are rented to them by Eight Doors. Many of those living in these flats have financial support from CAS Council whilst others either use their life savings or are supported by their family. Eight Doors provide a range of occupational therapy and entertainment services as well as a tailored package of care services agreed between Social Services and the residents and their families. Betty Miles had been living in her own home but had been having mobility and health difficulties which made it difficult for her to move about and look after herself. Her son David had discussed the situation with her and she agreed to register with Smart Society to make her needs better and more accurately assessed. Helped by her son, Betty had built up a digital record of her life and memories, supported by scans of old photographs and letters, certificates, medical records, family trees and video and audio recordings of her memories and listings of her favourite music and films. Supported by a range of sensor technologies which measured her physical and mental activities, Smart Society applications began to develop a program of activities and assessments designed not only to identify what care facilities Betty needed, but also to motivate her to carry out tasks which enhanced her overall physical and mental wellbeing. Smart Society engaged all the stakeholders in Betty’s care, including her son, GP, social services and the council and decided it was appropriate for Betty to leave her rented house where support was increasingly difficult and expensive and transfer into Coriander Court. Once in Coriander Court, Smart Society allocated her accommodation and, in conjunction with her stakeholders, suggested a programme of activities and a social network in which Betty was motivated to engage in activities that stimulated her life skills, experience and physical and mental capabilities to the benefit, not only of Betty, but also other residents and staff

Other Stakeholders The other main groups of stakeholders are regulators for the infrastructure and for the health and care delivery. One could see the health and care regulators being incorporated into the overall structure since they could be engaged in development and stratification that would fulfill most of their regulatory function. The underpinning infrastructure would need to be architected to be fully secure etc etc. Comments

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

This scenario starts to explore the nature of diversity awareness because it acknowledges an evolving, flexible, classification across a range of factors and how sensitivity to that diversity can be used effectively to improve outcomes.



The scenario also starts to explore the nature of hybridity – it uses the notion of social computation to the full and even sees the development process as a social computation.



The adoption of social computation throughout also gives some points of leverage to support coproduction – the structure is co-developed by the participants



Mediation is a potential mode of composition of social groups that has the effect of changing membership of groups.

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6.4

Appendix IV-a: Focus group structure

Participants: 1 moderator, 1 recorder, 5/8 users (tourists) Introduction of participants: Intro: who we are, duration, rules no right or wrong answers, don’t speak simultaneously . Travel = tourism Presentation of each participant: -

Name Age Interests

First part 1. What kind of travel organiser are you? Please describe how you normally like to organise your travels. At the blackboard: are there any difficulties that are still hidden, but that can emerge when programming a journey? i.e. Language problems/transportation/accommodation/internet connection/food/search for information 2. What kind of traveller are you, once you arrive ad destination? Please describe how you like to travel: stay/food/local transports/guides etc. At the blackboard: are there any difficulties that are still hidden, but that can emerge during a journey? i.e. Language and cultural problems/transportation/accommodation/internet connection/search for information 3. What do you do when you get back home from your trip? (i.e. sharing of experience/rating etc.) At the blackboard: are there any difficulties that are still hidden, but that can emerge after a journey? i.e. Looking for people and contacts/evaluation/experience sharing/luggage etc 4. Please tell me your last travel: -

Where took it place? With whom? How was it organised? Before/after/throughout

An anecdote/a positive memory of your last journey An anecdote/a negative memory of your last journey 5. At the blackboard: which solutions? Also invented services… Second part VIDEO - Rebuild the situation. - Which characters are involved? - Anybody missing? Which one? How do they relate themselves with others?

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- Imagine entering this scene. Who are you? What do you do? What do you say? How do you interact with the others? ROLE PLAYING: each one reads the description of one character, and then introduces him/herself to the others, explaining his/her hypothetical problems and needs. The others can step-in and add problems “in your opinion, what can be other problems/needs?” - Franco Carboni is a young tourist guide that organizes guided tours during his university vacations. He is very passionate in his job. He always tries to offer tours that fit the type of his tourist group, in order to provide them an interesting an authentic experience. - Maria Degas is a native citizen, and has a passion for local history, especially for traditional songs and dances. She loves her hometown and loves to share pictures, videos and music on social networks. She is a pensioner and has limited mobility, but she would love to share her knowledge with tourists. - AllOverTheWorld is a tour operator that has been selling holiday packages since several years. His purpose is to coordinate the different tours in order to grant the best possible experience for each tourist. Although the collaborators of AllOvertheWorld are well prepared and quite experienced, the tour operator has lately been receiving many complaints from customers. - Miguel Rondo is the owner of a bar/restaurant in the heart of the tourist area. He is very proud of his activity, but he is often frustrated about apparent lack of coordination between tourist guides. - Amy is a young American tourist that has been dreaming for long time of enjoying the musical heritage of this city. Before her departure, she has made an in-depth research, then she has booked a low cost airline and has profited from a last minute accommodation website, in order to organise her journey at the very best. Amy is travelling with a low cost budget. - Peter e Rosalind are an elderly couple of pensioners that have booked a holiday package. They do not love queuing and do not like traffic congestion. They expect an authentic and special experience from this tour organized by AllOverTheWorld. CIRCLE GAME: choose one person from these to whom give a suggestion in order to solve the explained problems. The chosen person can discuss about it (Agrees? Limits? Potentials?).

6.5

Appendix IV-b Interview SmartSociety – Structure

Introduction of the interview: Intro: who we are, duration, rules no right or wrong answers, don’t speak simultaneously . Travel = tourism Interviewee’s presentation: - Name - Age - Relationship with tourism. First part 1. How is, in your opinion, the current situation of tourism in Italy? 2. Thinking about various kinds of tourists (backpacking ones, families, etc), Which are, in particular, the tourists’ needs? Page 50 of (99)

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3. What are, in your opinion, people searching for? (authentic, fascinating experiences, avoid queues, customized services). 4. Which kind of service are people expecting nowadays? 5. So, which kind of relationship are tourists expecting towards operators, i.e. guides? i.e. Smaller and smaller groups and a more and more direct relationship with the guide 6. Which are, on the other hand, tourist operators’ needs agencies, guides, restaurateurs, etc ? 7. In which ways are tourist operators’ offers changing, as regards to the topic expressed before? i.e. Services customization 8. Thinking of the institutions (districts, areas, etc) of a tourist town, which are the problems they have to face every day to promote tourism? What are the institutions doing to face these problems nowadays? i.e. Traffic management for tourists and citizens Second part VIDEO (see attached file) - Rebuild the situation. - Which characters are involved? - Anybody missing? Which one? How do they relate themselves with others? - Imagine entering this scene. Who are you? What do you do? What do you say? How do you interact with the others? - Which is the role of new technologies in this scenario? In particular, if you could invent (or adapt) a new service, meeting the requirements of institutions (citizens), tourists and operators, how should it work? - What are its purposes? - Which is the aim? - Who is involved?

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6.6

Appendix IV-c: Tourism scenario after validation 1

2.0

Scenario Number

Current Version

Title

Tourism scenario

Application domain

Tourism

History Author

Version

Action

Stuart Anderson, Mark Hartswood

1.01

CiceroneCAS scenario created

Marco Pompa

1.02

Tourism scenario created

David Wortley

1.1

Scenarios merged, narrative description created

Giancarlo Bo

1.2

Amendments and comments

Marco Pompa

1.3

Edited and adapted

David Wortley

1.4

Foreground part expanded

Marco Pompa

1.5

Edited and adapted

David Wortley

1.6

Improvements

Marco Pompa

1.7

Edited and adapted

David Wortley / Marco Pompa

2.0

Collective actors added. Scenario modified after validation.

Background As tourism becomes more and more highly personalized and differentiated, there is an insatiable thirst in some sections of the tourists market for ever more detailed, “authentic” and engaging experiences for popular tourist destinations. Travelers want to undertake guided exploration of their destinations in small groups and ask ever more demanding and detailed questions to their guides. They also want to avoid other crowds of tourists and are bored by the standard offerings. This places are ever increasing demands on the tour guides and there is a continuous need to update the offer of more novel experiences to returning visitors and to refresh their approach to the sights and sounds of the tourist locations they provide “advanced” guidance on.

Franco Carboni is a young tour guide. He is a native of CAS and hosts guided tours during his vacation times from university. He has hosted several tours and would like to be more flexible in how the tour is conducted. He enjoys getting to know his clients and tries to focus on things of specific interest. He is often frustrated by congestion and long waits. He feels that more could be done to make the experience smoother and more interesting.

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

Maria Degas is a citizen of CAS with a passionate interest in local history, especially traditional song and dance. She loves her native city and enjoys posting photos, videos and music to social media sites. She is retired and has limited mobility but would love to share her knowledge of the city with visitors



AllOverTheWorld is a tour operator which has been selling package holidays to CAS for several years. These holidays include optional guided tours. They have been facing stiff competition from other tour operators able to promote customized tourist experiences and although their tour guides are experienced and well trained, there have been complaints about tours around CAS_City because of crowding and congestion, competition from other tours and long waits at restaurants and points of interest. The company is keen to find ways to create competitive advantage by offering a richer and more personalized experience for visitors as well as developing a better virtual presence on the internet.



Miguel Rondo owns a bar restaurant in the heart of the tourist area. He finds he is either swamped with guests or half empty according to the time of day and the scheduled tours. He is very proud of his restaurant but often frustrated by the apparent lack of co-ordination between tour guides and frequently has pre-booked parties arrive late because of delays in itinerary



Amy is a young American tourist who has long dreamed of visiting CAS and especially enjoying some of its musical heritage. She has done a lot of research on the internet and used a budget airline and “last minute” hotel site to organize travel and accommodation. She is travelling on a limited budget and feels that she is not getting best value from the tours because they only repeat the information she has already gathered from the internet. She would love to know a lot more about CAS musical history and traditions



Peter and Rosalind are an elderly retired couple booked on a package holiday to CAS, They have a “bucket list” of places to visit and things to see before they die and CAS City is high on the list. They don’t like queues and congestion and want as smooth and rich an experience as possible.



CAS City Council are responsible for the social and economic development of the city. Historically, many residents have come to settle in the city because of the culture and ambience of the city and this has resulted in a demographics of an ageing population. In recent times, the success of the local football club has attracted investment for leisure activities around the stadium and this has been supported financially by the club. The City Council are conscious that the city is seeing problems in attracting dynamic emerging industries to provide employment to attract young bright people to protect the future wealth and social health of the city but the heritage and infrastructure limit the potential for new development and the one area of the city with possible growth potential for redevelopment is in the area of the soccer stadium.



CAS Civic Society (CCS) is a group of citizens and business people who meet regularly with representatives of the City Council to debate issues and provide input for the planning process. The members of the CCS tend to be older and locked into protecting the heritage of the city. They recognise the need to plan for the future but they also strongly campaign for extra social services to meet the needs of an ageing population, especially with accessibility and care provision.

Objectives The objective is to give expert and motivated tourists what they want: a detailed, interesting, non-routine, engaging experience of what could be a very popular destination while trying to avoid the impressions that they are being “processed”. In parallel with this, CAS_City needs to both plan its transport infrastructure to cope with a growing demand for both tourist and local citizen traffic and dynamically react to disruptive events . Any system also needs to provide as rich an experience as possible whilst attracting and gathering new content and information to be shared both physically on location in CAS and virtually on CAS_City web site. The system needs to support both tour companies and individual tourist guides in coordinating visits, meals and special events to both avoid congestions and promoting personalised exploration of the city.. The system needs to be able to respond to and support interactions between the actors both at a strategic level to support long term planning that connect people and resources in a personalized and efficient way © SmartSociety Consortium 2013 - 2017

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Strategically the system needs to monitor and profile the activities and motivations of the actors and use this information to make connections and build relationships between the actors and dynamically plan resources and activities in line with CAS City’s strategic vision and global identity. At a day to day level, the system needs to also rapidly respond to incidents and accidents as they arise and call upon relevant human and technological resources to minimize disruption. The system also aims to utilize crowd knowledge in order to build a new knowledge base for tourists, which can potentially be used to create more and better services and to harness individuals’ knowledge to help tourists having a pleasant trip, or to solve problems occurring during their trip or in their daily Ilife. The CAS system needs to support the City Council with future planning by providing alternative development scenarios with associated potential consequences for the city's social and economic health. This information also needs to be transparent and allow citizens and bodies like CCS to provide input to shape the future. The development plans and future scenario simulations will include the protection and enhancement of the city's cultural and tourist experience whilst providing a platform to attract dynamic businesses with growth potential. The CAS system needs to recognise and protect the cultural and ethnic diversity of the city which has become important since many of the elderly residents are indigenous to CAS City and protective of its heritage. In recent years there has been greater mobility in Europe and an influx of immigrants from poorer parts of Europe, putting some pressure on local services and causing low scale unrest amongst older residents. The CAS System needs to balance many disparate needs and will require the processing, intelligence and storage capabilities to handle big data from different sources and simulate and visualise alternative scenarios suggested by city stakeholders. The composite results of these scenarios will require a combination of the wisdom and creative thinking of stakeholders and the collective judgement of human decision makers. These outcomes need to be visualised to be accessible, understandable and accountable to all stakeholders in a transparent way. The CAS system will use Gamification strategies to engage stakeholders in contributing both data and human vision that will shape CAS city's future and provide reward and feedback mechanisms that are transparent and inclusive. The CAS System needs to optimise the use of public transport and car and bike sharing. It will offer rewards and incentives based on contribution to "public good" and by monitoring the behaviours of individual users will devise sharing strategies based on personal characteristics such as preferred routes, interests, timekeeping etc to match drivers and riders with route planning to collectively balance individual needs with strategic societal goals. Description It is a summer’s day in 2018 and the football world cup is taking place. CAS City has supplied 2 players to the national team which is playing an important match in the qualifying rounds. A giant screen has been erected in the main square to show the match which is taking place mid afternoon and large crowds are expected to be watching in the square and in the many clubs and bars in the city. The tour operators like AllOverThe World know there is likely to be a lot more congestion in all the tourist areas and they need Smart Society to co-ordinate schedules which deliver the smoothest possible experience to every individual tourist. Franco is looking forward to all the buzz and excitement of the day and he would like to be able to guide tourists who have an interest in soccer to incorporate watching the match in the tour so he would like Smart Society to identify the best tourists to make up his party and plan an itinerary that will be attractive for tourists to sign up to. Maria has no interest in soccer and hates crowds but she would welcome being connected to tourists with more cultural inclinations so she can share her expertise from home using whatever technology Smart Society can provide. Miguel knows there will be a lot of business opportunity today and would like Smart Society to help not only to manage bookings but also plan the menus, food supplies and cooking rotas to serve people quickly and efficiently with as near as full a restaurant as possible throughout the day. He is looking to Smart Society to match tourist schedules and meal

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preferences to his restaurant. Amy is not interested in soccer and would really like to have a customised tour that avoided the crowds and connected her to both other tourists with the same interests and local people like Maria. Peter and Rosalind would like to visit as many places of interest in CAS City as possible but would like to organise their own schedule without a guide, including an early lunch away from the crowds. The Smart Society System had analysed the historic tourist and traffic data and had prepared a schedule of activities designed to balance the individual needs and preferences of the tourists with the resources available, making provision for the expected surge in numbers arising from the soccer match and its projected impact on traffic volumes. The system had put in place a series of traffic diversions to manage the flow of visitors and an intelligent parking system was directing motor traffic to the best free spaces for individual destinations. AllOverTheWorld had used the system to allocate Franco to a group of tourists who wanted to combine watching the match in the City Square with a guided tour around the most popular city sites and the restaurant booking system had co-ordinated table bookings with restaurants subscribing to the system. Franco’s party were booked into Miguel’s restaurant for a noon table. Amy had used the Smart Society system in advance of her trip to be connected to Maria and other tourists with a special interest in music and cultural history. Maria had used Smart Society to suggest an itinerary which avoided the crowds and the soccer match in the City Square. The system had suggested restaurants appropriate for each tourist preference built around Maria’s schedule. Peter and Rosalind planned to use the CAS-City live system which offered a real-time programme showing activity hot-spots so that they could choose their itinerary around the quiet spots. The CAS_City Live system monitors traffic levels and dynamically displays electronic signage for directions and a messaging update service for visitors who register their preferences and visit details. The CAS_City’s optimised programme was inevitably a compromise solution designed to match needs to available resources and manage conflicts of interest. On the day of the match, unusual weather conditions cause delays to incoming flights to CAS City, including a couple of chartered flights of football supporters. Peter and Rosalind’s flight is also affected. A number of Franco’s scheduled group would now be arriving late. Maria is taken ill the previous evening and has been taken to hospital as a precaution so she is unable to host the party.These disruptions have an impact on all the actors in the scenario and a solution needs to be found to minimise disruption both for the individual actors and the city as a whole. AllOverTheWorld are one of the first commercial sponsors of a Smart Society game. Their company is seeking to establish its brand as a world leader in the use of social media for tourist activities in competition to companies relating to tourism. As well as offering and hosting a virtual currency service in partnership with CAS City tourist enterprises, AllOverthe World also uses the game as a way of recruiting, assessing and developing their staff, all of whom are encouraged to participate in the game, with incentives for staff who add value to the AllOverTheWorld experience. As an experienced tour guide, Franco is used as a contributor to the game’s questions, a source of answers and as the avatar for the game’s “help buddy”. Franco has a virtual currency salary bonus based on the number of active participants during each month, and the number of new contributing members. He receives a special bonus if he recruits a new member who later becomes employed by AllOverTheWorld. Miguel is particularly interested in the use of the game to attract specific types of customers to his restaurant. He does this by offering virtual currency incentives to people who have an interest in traditional recipes and wines, submitting questions and answers targeted at specific demographic groups. Amy is very technology literate and an avid player of mobile games and social media user. She embraces the game and is happy to do some research to both set questions and respond to answers. She uses the game before she comes to CAS City to generate virtual currency and when she actually arrives there, she is happy to use positional data on her mobile device to provide valuable information to other tourists about problems such as congestion as well as spontaneous real time interesting “hot-spots”. Maria sees the game as a valuable way to engage with and support tourists as well as engaging some of her friends who have lived in CAS City all their lives. AllOverTheWorld decide to employ Maria as a virtual tour guide responsible for organising and promoting cultural events and managing a small team of older locals who provide support for the game on a voluntary basis with virtual currency and badges as their reward. Peter and Rosalind are less experienced and active users of technology but they have learned to use their mobile device to pose questions to the game and also share their positive and negative experiences of the support given by the game in their tour of CAS City. The unforeseen disruptions on this summer day provide and ideal opportunity for the actors to use the Smart Society game to not only support each other and any tourist in CAS City on that day, but also to earn virtual currency as a reward. Each actor in the game contributes real time information on their position and status along with designated information topics and their impact on the schedule. The Smart Society game responds by rescheduling resources to ensure that within the constraints of the situation, each actor is © SmartSociety Consortium 2013 - 2017

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The disruptions caused by this combination of events bring to light some previously unforeseen problems with city infrastructure, large event management and ethic/generational conflicts. The mid and long term planning for CAS City developed by the Smart Society applications need to be adjusted to reflect these developments both in planning and fast response public services. The actors involved in the situation and other citizens/groups affected by it need to be engaged in providing solutions to both issues. The disruptions caused by this combination of circumstances will affect the ride sharing activities. The CAS System will need to dynamically suggest alternative routes and passenger allocation based on an optimised combination of environmental factors, passenger destinations and availability of public transport alternatives. Franco is a user of the ride sharing facilities and was scheduled to be collected by his regular ride sharing partner. The traffic issues cause changes to this plan but CAS System suggests an alternative where Franco can use his own car and collect tourists who are also affected by the disruption and have indicated their interest in heritage areas where Franco has expert interest.

Other Stakeholders The local tourist office may be engaged in helping to support the activities of the tour guides.

CAS_City Council Comments • Here the tour guides are constructing a communal resource that can be dynamically refactored using hybrid approaches. •

The approach recognizes the diversity of the tourist group and of the capacities of the cicerone.

•

In terms of compositionality there would be the need to develop local ontologies etch to help facilitate composition of resources. The composition could be defined as a social computation that would allow negotiation over categories and refactoring to respond to issues.

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6.7

ÂŠ SmartSociety Consortium 2013 - 2017

Appendix V: Use cases analysis

Index: 6.7.1

Tour guide

UC-001 Create tour to a specific target group UC-002 Adapt tour in case of unforeseen events UC-003 Check waiting times and congestion UC-004 Check ongoing events 6.7.2

Local residents

UC-001 Share knowledge of the city UC-002 Post media material on the SmartSociety system UC-003 Answer questions UC-004 Provide suggestions UC-005 Send notifications about unexpected events 6.7.3

Restaurant owner

UC-001 Take tourist reservations UC-002 Arrange food supply UC-003 Manage too many customers UC-004 Manage delays 6.7.4

Tour operator

UC-001 Post a trip package UC-002 Hire guided tours UC-003 Promote game 6.7.5

Tourist

UC-001 Book guided tours UC-002 Book package holidays UC-003 Send reservations to specific organizations UC-004 Research information UC-005 Share experiences UC-006 Complete profile UC-007 Add temporary preferences UC-008 Send questions to the game UC-009 Post answers to the game 6.7.6

City council

UC-001 Analyze transportation user data UC-002 Monitor real time transportation data UC-003 Promote ride sharing and bike sharing UC-004 Manage ongoing events UC-005 Receive users notifications ÂŠ SmartSociety Consortium 2013 - 2017

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UC-006 Send notifications to ride sharing system UC-007 Send notifications to public transport system UC-008 Receive events promoters’ notifications UC-009 Send notifications to local organizations UC-010 Provide employment 6.7.7

Civic society

UC-001 Debate issues UC-002 Manage demonstrations UC-003 Manage extra social services UC-004 Receive users opinion UC-005 Send notifications to City Council UC-006 Employ local residents

6.7.1

Tour guide

Tour guide is the primary actor in the following use cases Use Case: Create tour to a specific target group Id: UC-001 Description The tour guide creates tours considering each individual tourist’s diverse interests and special requirements. Supporting Actors Tourists Event promoters Local residents Pre-Conditions Tour guide must log into the SmartSociety system. Post Conditions Success end condition An interesting and targeted experience is offered to the tourists without long queuing time or unexpected accidents. Failure end condition:

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Tourists do not enjoy their tour. Trigger Tourists make a new trip reservation request to the tour guide via the SmartSociety system. Main Success Scenario 1.

Go to the reservations section

Select the date of the tour

Access tourists profile information, their trip preferences, personal interests etc.

Check ongoing events (UC-004)

Specify departure and arrival places

Specify trip starting and ending time

Run automatic creation of guided tour on the system

Send confirmation, time and meeting place to the users

Extensions Alternate scenario1: tour guide wants to include certain Point of Interests (POIs) in the tour 4a. Receive list of POIs matching with tourists’ input preferences 4b. Select POIs from the list 5. Enter departure and arrival places 6. Enter start and end time 7. Run custom creation of guided tour on the system 8. Use case resumes on step 6 Frequency: Each time tour guide has a new trip reservation request Assumptions: Both tour guide and tourists are members of the SmartSociety community

Use Case: Adapt tour in case of unforeseen events Id: UC-002 Description Tour guide must be able to organize a new tour or new journey routes on the spot whenever an unexpected event happens. Supporting Actors Tourists System surveillance agents Local residents Pre-Conditions Tour guide must log in the SmartSociety system. Post Conditions Success end condition Tour guide can reorganize the tour in an efficient and smooth way in real-time. Failure end condition: Tour is interrupted by unexpected events. © SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Tourists do not enjoy the trip Trigger Surveillance agents send a notice to the system. Main Success Scenario 1.

Receive a notification in real-time about accidents, abnormal situations or unexpected events.

Receive the list of the affected POIs

Receive alternative POIs suggestions or plans

Run recalculation of the tour itinerary in real-time

Frequency: Whenever the trip might be affected by unexpected conditions. Assumptions: Both Tour guide and surveillance agents are connected to the SmartSociety system

Use Case: check waiting times and congestion Id: UC-003 Description Based on the information on queue times of POIs and road traffic congestion, the system provides an optimized tour and alternative suggestions to the tour guide. â&#x20AC;¨Supporting Actors Event promoters Organizations Local residents Pre-Conditions Tour guide must log in the SmartSociety system Post Conditions Success end condition The tour is efficient and smooth. Failure end condition: Tourists get bored for long queues. The tour takes longer time than planned due to traffic congestion or unnecessary waiting. Trigger The system receives notification about congestion areas, long queuing time or event that can affect the route. Main Success Scenario 1.

Receive information from organizations about queuing time

Receive notifications from event promoters about congestions

Receive notifications from surveillance agents or local residents about accidents or inconveniences

Run the tour calculation taking into account these aspects

Assumptions: Tour guide, event promoters, surveillance agents, local residents, organizations are members of the SmartSociety community

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Use Case: Check ongoing events Id: UC-004 (extends: UC-001) Description Tour guide receives information about ongoing events and plans a tour that matches the users interests. Supporting Actors Event promoters Local residents Pre-Conditions Tour guide must log in the SmartSociety system Post Conditions Success end condition Tourists join an event matching their interest Failure end condition: The event in the tour is not of the tourists’ interest. An interesting and feasible event is not included in the tour. Trigger A promoter or a local resident sends information about an event. Main Success Scenario 1.

Go to the events section

Enter date and time

Enter the city or the city area

Receive the list of events and their categories

Check affinity between event category and tourists interest

Include the event in the tour

Assumptions: Tour guide, local residents and event promoters are members of the SmartSociety community

6.7.2

Local residents

Local residents are the primary actors in the following use case. They help tourists with their local knowledge

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ÂŠ SmartSociety Consortium 2013 - 2017 Use Case: Share knowledge of the city Id: UC-001 Description Local residents share knowledge about the city with visitors. Supporting Actors Tourists Pre-Conditions Local residents must log in the SmartSociety system. Post Conditions Success end condition Information provided by local citizens is helpful for tourists as well as other local residents. Failure end condition Information provided by local residents is not useful or inappropriate. Tourists do not have or cannot find useful information for their tours. Main Success Scenario 1.

Go to the local residents area

Search POI

Read tourists questions and comments

Add personal content

Publish new content to other SmartSociety users

Extensions Alternate scenario1 1.

Go to the local residents area

Add a new POI

Insert personal content

Publish new content to other SmartSociety users

Assumptions: Local residents are members of the SmartSociety community

Use Case: Post media material on the SmartSociety system Id: UC-002 (extends UC-001) Description Local residents can enrich their contributions with media material that they collected in the past. Supporting Actors -Pre-Conditions Local residents must log in the SmartSociety system. Post Conditions Success end condition

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ÂŠ SmartSociety Consortium 2013 - 2017

Information provided by local residents is helpful for system users. Failure end condition Information provided by local residents is not useful or inappropriate. Tourists do not have or cannot find useful information for their tours. Main Success Scenario 1.

Go to the personal content

Add media material

Assumptions: Local residents are members of SmartSociety community

Use Case: Answer questions Id: UC-003 (extends UC-001) Description Local residents provide more focused information via playing a game of the system. The game is represented as a Q&A format. Supporting Actors Tourists Any user who plays the game Pre-Conditions Local residents must log in the SmartSociety system. Post Conditions Success end condition Information provided by local residents is helpful for system users. Failure end condition Information provided by local citizens is not useful or inappropriate. Tourists do not have or cannot find useful information for their tours. Main Success Scenario 1.

Enter the SmartSociety Answers game

Check for a new question

Answer the question

Receive reward

Assumptions: Citizens are members of SmartSociety community

Use Case: Provide suggestions Id: UC-004 Description Local residents provide suggestions about a planned tour Supporting Actors Tour guide ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Tourists Pre-Conditions Local residents must log in the SmartSociety system. Post Conditions Success end condition Tour guide adjusts and improves the planned tour based on local residentsâ&#x20AC;&#x2122; suggestions Failure end condition

Tour guide is not aware of some important information that needs to be taken into consideration when planning the tour Trigger A local resident adds suggestion to a planned tour Main Success Scenario 1.

Go to the Tours section

Open a confirmed Tour

Insert suggestions about the planned itinerary

Send a confirmation

Assumptions: Local residents, tour guides and tourists are members of the SmartSociety community

Use Case: Send notifications about unexpected events Id: UC-005 Description A local citizen warns tour guides about real-time events that could affect their tour Supporting Actors Tour guides Pre-Conditions Local residents must log in the SmartSociety system Post Conditions Success end condition Tour guide is able to avoid unnecessary inconveniences with real-time notifications by local residents and plan a new journey accordingly Failure end condition Tour guide is not aware of important information that could affect the trip during the tour Trigger A citizen sends a real-time notification to inform tour guides about potential inconveniences Main Success Scenario 1.

Go to the real-time information section

Insert a new notification

Send notification to the system

Assumptions: Citizens and tour guides are members of SmartSociety community

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6.7.3

ÂŠ SmartSociety Consortium 2013 - 2017

Restaurant owner

The restaurant owner is the primary actor in the following use cases. Use Case: Take tourist reservations Id: UC-001 Description The restaurant owner collects reservations from tourists using the SmartSociety system. Supporting Actors - Tourists Pre-Conditions The restaurant owner must log in the SmartSociety system. Post Conditions Success end condition An available table is assigned to a tourist/group of tourists in the required time slot Failure end condition: Tourists are unable to reserve a table Trigger Tourists make a new restaurant reservation request via the SmartSociety system. Main Success Scenario 2.

Go to the new requests section

System displays a list of new requests

Check the first new request

Check an available table in the required time slot

Assign the table

Send a confirmation to the tourist

Extensions Alternate scenario1: no available tables for the required time slot 2. Send a time slot change request to the tourist 3. Receive tourist response ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 4. Assign the table in the available time slot 5. Use case resumes on step 6 Variations In the step1 the request may be done with a chat, email, SMS or a phone call. Frequency: whenever there is a new reservation request Assumptions: Both the restaurant owner and tourists are members of SmartSociety community

Use Case: Arrange food supply Id: UC-002 Description The restaurant owner contacts food suppliers and sends a request based on the expected number of customers on that day Supporting Actors - Food supplier - Tourists Pre-Conditions The restaurant owner must log in the SmartSociety system. Post Conditions Success end condition Food supplier provides the correct quantity of food immediately Failure end condition: Food supply is delayed Food supply is too much or insufficient Trigger The restaurant owner makes a new food supply request to the supplier. Main Success Scenario 2.

Go to the reservations section

Check the total number of reservations

Check tourist food preferences

Send a request to the supplier

Waiting for availability confirmation

Confirm the order

Extensions Alternate scenario1: food supplier busy or not available 2.

Go to the food providers section

Enter city area of the restaurant, enter time slot

Check food available providers

Use case resumes on step4

Frequency: depending on demand

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ÂŠ SmartSociety Consortium 2013 - 2017

Assumptions: Both the restaurant owner and food supplier are members of the SmartSociety community

Use Case: Manage too many customers Id: UC-003 Description The restaurant owner expects too many orders and customers. He has to manage reservations, optimize dining time and food supply. Supporting Actors - Food supplier - Tourists - Event promoters Pre-Conditions The restaurant owner must log in the SmartSociety system. Post Conditions Success end condition The restaurant is always full and tourists waiting time is minimized Failure end condition: Tourists with reservation must wait for their table Food supply is not enough Trigger A new national event in the area brings many people to the restaurant Main Success Scenario 2.

Go to the events section

Select date and city area

Obtain list of events

Arrange food supply

Manage reservations time slots

Assumptions: Restaurateur, event promoters, food supplier and tourists are members of SmartSociety community.

Use Case: Manage delays Id: UC-004 (extends: UC-001) Description The restaurant owner receives a delay notification from tourists and arranges other reservations as well as minimizes tourists waiting time. Supporting Actors - Tourists Pre-Conditions The restaurant owner must log in the SmartSociety system. Post Conditions ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Success end condition The restaurant is always full and tourists waiting time is minimized Failure end condition: Although there are empty tables, some customers have to wait. Trigger A user sends a notification of delay to the restaurateur Main Success Scenario 1.

Go to the confirmed reservations section

Check new delay notifications by tourists

Change time slot for the reservation

Manage customers in queue

Assumptions: Both restaurateur and tourists are members of the SmartSociety community

6.7.4

Tour operator

The tour operator is the primary actor in the following use cases. Use Case: Post a trip package Id: UC-001 Description Tour operators post a trip package through the SmartSociety system. Supporting Actors Tourists Pre-Conditions Tour operator must log in the SmartSociety system. Post Conditions Success end condition A pleasant and targeted experience is offered to the tourists. Failure end condition:

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ÂŠ SmartSociety Consortium 2013 - 2017

Tourists do not enough their holidays. Trigger More tourists are coming in town looking for exploring the city Main Success Scenario 1.

Access the operator area

Insert a new package

Select period of validity

Select city/cities

Select categories (optional)

Select target group (optional)

Send confirmation to the system

Publish the new tour

Extensions Frequency: Assumptions: Tour operators are members of the SmartSociety community

Use Case: Hire guided tours Id: UC-002 Description Tour operators recruit tour guides to promote customized tourist experiences. Supporting Actors Tour guides Pre-Conditions Tour operator must log in the SmartSociety system. Post Conditions Success end condition Tour operators recruit experienced and efficient guided tours to insert in their package holidays. Failure end condition: Tour operators cannot find suitable tour guides. Tour operators receive complaints about tour guides. Trigger Tour operators receive tour requests Main Success Scenario 1.Go to the operator guided tours section 2.Select a tour that is not associated to a guide 3.Receive list of available tour guides skilled in specific target group interests 4.Send a request to an available guide 5.Receive the tour guide confirmation ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 6.Assign tours to the tour guide Frequency: on demand Assumptions: Tour operators and tour guides are connected to the SmartSociety system

Use Case: Promote game Id: UC-003 Description Tour operators, as organizations of the SmartSociety system, promote SmartSociety games by offering special packages, e.g. dining coupons, museum tickets, shopping discounts to the players. Supporting Actors Tourists Pre-Conditions Tour operator must log in the SmartSociety system Post Conditions Success end condition The SmartSociety game is promoted and used as a powerful tool to engage many SmartSociety users Failure end condition: There is no engagement and interaction between players The game cannot provide reciprocal situation for players, e.g. useful information for tourists or satisfaction for local residents Trigger -

More tourists are visiting and need help or more specific local information

Local residents have free time

Main Success Scenario 1.Go to the packages section 2.Open a package 3.Add a promotion e.g. special offer, coupons, discount 4.Send the promotion to players based on how much virtual currency they have collected. The high amount of virtual currency a player has, the better promotion deal he can receive Assumptions: Tour operators are members of the SmartSociety community

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ÂŠ SmartSociety Consortium 2013 - 2017

Tourist

Tourists are the primary actor in the following use cases. Use Case: Book guided tours Id: UC-001 Description Tourists book a tour matching their profile Supporting Actors Tour guide Tour operator Pre-Conditions Tourist must log in the SmartSociety system. Post Conditions Success end condition Tourists book a guided tour that they find interesting, satisfactory and smooth. Failure end condition: Tourists do not enjoy their tour. Trigger Tourists look for a trip without too much planning hassle Main Success Scenario 9.

Go to the guided tours section

10. Select city 11. Select date and time 12. Receive a list of tours matching to his profile 13. Send a reservation request Extensions ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Frequency: Assumptions: Tourists, tour guides and tour operators are members of the SmartSociety community

Use Case: Book package holidays Id: UC-002 Description Tourists reserve a holiday package matching their profile. Supporting Actors Tour operator Pre-Conditions Tourist must log in the SmartSociety system. Post Conditions Success end condition Tourists book a holiday package that they find interesting, satisfactory and comfortable. Failure end condition: Tourists do not enjoy their holidays. Trigger Tourists look for a trip without too much planning hassle Main Success Scenario 1.

Go to the holiday package section

Select city

Select period of time

Receive a list of packages matching to their profile (and budget)

Send a reservation request

Extensions Frequency: Assumptions: Tourists and tour operators are members of the SmartSociety community

Use Case: Send reservations to specific organizations Id: UC-003 Description Tourists send a reservation request to an organization. Supporting Actors Organizations Pre-Conditions Tourist must log in the SmartSociety system.

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Post Conditions Success end condition Tourists have a reservation in the organization. Failure end condition: Tourists cannot make a reservation The reservation does not match to tourists’ expectations Trigger Tourists look for a more convenient trip and do not want to deal with tedious logistic stuff or much planning hassle. Main Success Scenario 1.

Go to the organizations section

Select an organization

Select date and time

Check availability

Send a reservation request

Extensions Frequency: Assumptions: Tourists and organizations are members of the SmartSociety community

Use Case: Research information Id: UC-004 Description Tourists search for information about the trip they are planning or they need for their current activities. Supporting Actors Pre-Conditions Tourist must log in the SmartSociety system. Post Conditions Success end condition Tourists have all the information they need. Failure end condition: Tourists cannot find enough and useful information. Trigger Tourists plan to visit certain POIs or need information to make decisions/better plan their trips Main Success Scenario 1.

Go to the information section

Select city

Receive a list of information matching to their profile and preferences

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ÂŠ SmartSociety Consortium 2013 - 2017 Extensions Alternate scenario 1: 2a. Select interests and preferences to use in the research 3a. Use case resumes on step 3 Alternate scenario 2: 2a. Ask for a specific research 3b. Receive a list of information matching to their request Frequency: Assumptions: Tourists are members of SmartSociety community

Use Case: Share experiences Id: UC-005 Description Tourists share contents, feedback and information about their travel experiences. Supporting Actors Pre-Conditions Tourist must log in the SmartSociety system. Post Conditions Success end condition Other tourists find helpful information during planning of a trip or during their staying in a city. Failure end condition: Information provided is useless. Trigger -

SmartSociety platform provides an easy sharing experience for its users

Users are proud of showing their photos, videos

Tourists would like to stay in touch with their friends and family

Main Success Scenario 1.

Search POIs

Add a feedback about the POIs or post media content

Extensions Alternate scenario 1: 1.

Search organization

Add a feedback about an organization

Post multi-media content

Alternate scenario 2: 1.

Search a SmartSociety user

Add a feedback about a user

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Frequency: Assumptions: Tourists and organizations are members of SmartSociety community

Use Case: Complete profile Id: UC-006 Description Tourists complete their profile in order to find a more personalized travel experience. Supporting Actors Tour guide Tour operator Organization Pre-Conditions Tourist must log in the SmartSociety system. Post Conditions Success end condition Tour guides, tour operators and organizations provide the best services to the tourists. Failure end condition: The services offered by tour guides, tour operators and organizations do not match to the tourist’s profile. Trigger A user has a better service with a complete profile Main Success Scenario 1.

Access the profile data

Complete information related to personal data and interests

Authorize service providers to access his profile data

Go to the organizations section

Extensions Frequency: Assumptions: Tourists, tour guides, tour operators and organizations are members of the SmartSociety community

Use Case: Add temporary preferences Id: UC-007 Description Tourists add preferences related to the current trip (e.g. budget). Supporting Actors Tour guide Tour operator Organization © SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Pre-Conditions Tourist must log in the SmartSociety system. Post Conditions Success end condition Tour guides, tour operators and organizations provide the best services to the tourists. Failure end condition:

The services offered by tour guides, tour operators and organizations do not match to the touristâ&#x20AC;&#x2122;s expectations and requests Trigger Tourists have temporary preferences and constrains for this specific trip Main Success Scenario 1.

Access the profile preferences

Insert preferences relating to the current trip

Authorize the processing of data by other users

Extensions Frequency: Assumptions: Tourists, tour guides, tour operators and organizations are members of the SmartSociety community

Use Case: Send questions to the game Id: UC-008 Description Tourists ask information to other users through the SmartSociety game. Supporting Actors Pre-Conditions Tourist must log into the SmartSociety system. Post Conditions Success end condition Tourists receive useful information from other users. Failure end condition: Tourists do not receive any response on their posted questions Trigger Tourists need certain information to plan their trip Main Success Scenario 1.

Access the game

Insert a new question

Add category and tags

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Deliverable D9.1 4.

Choose a reward

Post a question to other users

ÂŠ SmartSociety Consortium 2013 - 2017

Extensions Frequency: Assumptions: Tourists are members of the SmartSociety community

Use Case: Post answers to the game Id: UC-009 Description Tourists provide useful information to other users through the SmartSociety game. Supporting Actors Pre-Conditions Tourist must log into the SmartSociety system. Post Conditions Success end condition Tourists provide useful information to other users and get a reward. Failure end condition: Trigger Tourists receive questions posted by other players from the SmartSociety game Main Success Scenario 1.

Access the game

Search for questions matching your profile and experiences

Answer the question

Receive the reward

Extensions Frequency: Assumptions: Tourists are members of the SmartSociety community

ÂŠ SmartSociety Consortium 2013 - 2017

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City council

City council is the primary actor as a collective organization in the following use cases.

Use Case: Analyze transportation user data

Id: UC-001

Description City council can collect data related to usersâ&#x20AC;&#x2122; movements and their use of city transportation.

Primary Actor City Council

Supporting Actors SmartSociety Users

Pre-Conditions City Council must log in the SmartSociety system.

Post Conditions Success end condition City Council can use transportation data in order to enhance and optimize transportation in the city.

Failure end condition:

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Transportation is inefficient and inconvenient. There are traffic jams.

Trigger Main Success Scenario 14. Access the City Council area 15. Go to the users data section 16. Select transportation data 17. Extract data Extensions Frequency: Assumptions: City Council is a member of SmartSociety community

Use Case: Monitor real time transportation data

Id: UC-002

Description City council can monitor data relating to city transportation in real time.

Primary Actor City Council

Supporting Actors SmartSociety Users

Pre-Conditions City Council must be logged in to SmartSociety system.

Post Conditions Success end condition City Council can monitor in real time transportation situation in order to manage possible inconveniences or congestions

Failure end condition: Transportation data are not available in real time

ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Trigger Main Success Scenario 1.

Access the City Council area

Go to the real time section

Check for new alerts from the system

Extensions -

Frequency: Assumptions: City Council is a member of SmartSociety community

Use Case: Promote ride sharing and bike sharing

Id: UC-003

Description City council provides incentives to encourage citizens to use ride sharing and bike sharing services

Primary Actor City Council

Supporting Actors SmartSociety Users

Pre-Conditions City Council must log in the SmartSociety system.

Post Conditions Success end condition Number of ride sharing and bike sharing users increases

Failure end condition: Users do not know or use the ride sharing and bike sharing services

Trigger Main Success Scenario

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Access the City Council area

Go to the promotions section

Create a new promotion for ride sharing or bike sharing

Add rewards

Send promotion to users

ÂŠ SmartSociety Consortium 2013 - 2017

Extensions -

Frequency: Assumptions: City Council is a member of SmartSociety community

Use Case: Manage ongoing events

Id: UC-004

Description City Council receives information about ongoing events in order to better manage transportation

Primary Actor City Council

Supporting Actors Event promoters Local residents

Pre-Conditions City Council must log in the SmartSociety system

Post Conditions Success end condition In the presence of ongoing events, traffic congestion can be managed. Long waiting times for transportation is not necessary.

Failure end condition: An ongoing event causes inconveniences

Trigger A promoter or a citizen sends information about an event. ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Main Success Scenario 7.

Go to the events section

Enter date and time

Enter the city or the city area

10. Receive the list of events and their categories

Assumptions: City Council is a member of SmartSociety community

Use Case: Receive users notifications

Id: UC-005 (extends UC-002)

Description City Council receives information about inconveniences related to transportation

Primary Actor City Council

Supporting Actors Local residents Tourists

Pre-Conditions City Council must log in the SmartSociety system

Post Conditions Success end condition City Council receives real time information from users in order to find immediate solutions

Failure end condition: City Council is not aware of a problematic situation related to transportation Main Success Scenario 1.

Access the City Council area

Go to the real time section

Check new alerts from the users

Assumptions: City Council is a member of SmartSociety community

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Use Case: Send notifications to ride sharing system

Id: UC-006 (extends UC-002)

Description City Council communicates an emergency to the ride sharing system in real time in order to optimize transportation

Primary Actor City Council

Supporting Actors -

Pre-Conditions City Council must log in the SmartSociety system

Post Conditions Success end condition City Council communicates with ride sharing system and provides new rewards to ride sharing users in order to solve critical situations

Failure end condition: Ride sharing users do not know about new opportunities to gain rewards Main Success Scenario 1.

Access the City Council area

Go to the real time section

Check for new alerts from the system

Send notifications to ride sharing users in a certain area in the city

Provide rewards to ride sharing users who used the service to solve the emergency

Assumptions: City Council is a member of SmartSociety community

Use Case: Send notifications to public transport system

Id: UC-007 (extends UC-002 and UC-004)

Description City Council communicates an emergency to the public transport system in real time in order to optimize transportation ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 in a certain area

Primary Actor City Council

Supporting Actors -

Pre-Conditions City Council must log in the SmartSociety system

Post Conditions Success end condition City Council communicates with the public transport system to advice about a critical situation

Failure end condition: Public transport operators do not know about new emergency Main Success Scenario 1.

Access the City Council area

Go to the real time section

Check for new alerts from the system

Send notifications to public transport system

Assumptions: City Council is a member of SmartSociety community

Use Case: Receive events promotersâ&#x20AC;&#x2122; notifications

Id: UC-008 (extends UC-004)

Description City Council receives information from promoters about an ongoing or future event

Primary Actor City Council

Supporting Actors Event promoters

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Pre-Conditions City Council must log in the SmartSociety system

Post Conditions Success end condition City Council receives important information about an event from the promoters, in order to manage possible emergencies

Failure end condition: An event causes inconveniences Main Success Scenario 1.

Go to the events section

Enter date and time

Enter the city or the city area

Receive the list of events and their categories

Select an event

Check for information provided by the event promoter

Assumptions: City Council is a member of SmartSociety community

Use Case: Send notifications to local organizations

Id: UC-009 (extends UC-004)

Description In the presence of an event, City Council sends notifications to local organizations that could be involved (museums, restaurants, public transportation, etc.)

Primary Actor City Council

Supporting Actors Local organizations

Pre-Conditions City Council must be logged in to SmartSociety system

Post Conditions Success end condition ÂŠ SmartSociety Consortium 2013 - 2017

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Deliverable D9.1

Local organizations are cognizant of an event in their area

Failure end condition: Local organizations are hard put due to an unexpected event Main Success Scenario 1.

Go to the events section

Enter date and time

Enter the city or the city area

Receive the list of events and their categories

Select an event

Receive a list of local organizations in that area

Send event information to local organizations that could be affected

Assumptions: City Council is a member of SmartSociety community

Use Case: Provide employment

Id: UC-010 (extends UC-004)

Description In the presence of an event, City Council sends notifications to local residents that search for an employment in order to enhance the services

Primary Actor City Council

Supporting Actors Local residents

Pre-Conditions City Council must be logged in to SmartSociety system

Post Conditions Success end condition Local residents are employed. All the services are optimized.

Failure end condition: Local residents lose an opportunity to work. Local organizations are hard put due to a critical situation.

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Main Success Scenario 1.

Go to the events section

Enter date and time

Enter the city or the city area

Receive the list of events and their categories

Select an event

Receive job opportunities from organizations

Send job opportunities to local residents that have the correct requirements

Assumptions: City Council is a member of SmartSociety community

6.7.7

Civic society

CAS civic society is the primary actor in the following use cases

Use Case: Debate issues Id: UC-001 Description Civic Society can open discussions through the system in order to debate issues Primary Actor Civic Society Supporting Actors Pre-Conditions Civic Society must log in the SmartSociety system. Post Conditions Success end condition Civic Society can discuss and collect opinions through the system ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Failure end condition: Civic Society is not provided with a section to discuss and manage opinion Trigger Main Success Scenario 18. Access the Open Discussions section 19. Create a new Open Discussion 20. Send notification to all the Civic Society members 21. Receive a list of local residents whose interests match with the discussion's category 22. Filter local residents by location 23. Send notifications to selected local residents Extensions Frequency: Assumptions: Civic Society is a member of SmartSociety community

Use Case: Manage demonstrations Id: UC-002 Description Civic Society provides a support to local residents' demonstrations Primary Actor Civic Society Supporting Actors Local residents Pre-Conditions Civic Society must log in the SmartSociety system. Post Conditions Success end condition Civic Society knows about a demonstration and manages it Failure end condition: Civic Society does not know about the presence of a demonstration and cannot support it Trigger Main Success Scenario 1.

Access the Civic Society members area

Receive a new notification about a demonstration

Extensions Frequency: Assumptions: Civic Society is a member of SmartSociety community

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Use Case: Manage extra social services Id: UC-003 Description Civic Society provides city services to local residents Primary Actor Civic Society Supporting Actors Local residents Pre-Conditions Civic Society must log in the SmartSociety system. Post Conditions Success end condition Civic Society involves local residents with city services Failure end condition: Local residents are not informed about extra services provided by Civic Society Trigger Main Success Scenario 1.

Access the Civic Society members area

Access the Services section

Insert a new Service

Send notifications to users that match the requirements

Extensions Frequency: Assumptions: Civic Society is a member of SmartSociety community

Use Case: Receive users opinion Id: UC-004 (extends UC-001) Description Civic Society includes local residents opinion in the open discussions Primary Actor Civic Society Supporting Actors Local residents Pre-Conditions Civic Society must log in the SmartSociety system. Post Conditions Success end condition ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017 Civic Society can discuss and collect local residents opinions through the system Failure end condition: Civic Society is not provided with a section to discuss and manage opinions Trigger Main Success Scenario 1.

Access the Open Discussions section

Select a discussion

Check for new users notifications

Select a new notification

Use Case: Send notifications to City Council Id: UC-005 (extends UC-002) Description Civic Society notifies the presence of a demonstration to the City Council Primary Actor Civic Society Supporting Actors Pre-Conditions Civic Society must log in the SmartSociety system. Post Conditions Success end condition Civic Society knows about a demonstration and inform the City Council Failure end condition: City Council does not know about the presence of a demonstration and cannot alert local organizations Trigger Main Success Scenario 1.

Access the Civic Society members area

Receive a new notification about a demonstration

Send a notification to City Council

Extensions Frequency: Assumptions: Civic Society is a member of SmartSociety community

Use Case: Employ local residents Id: UC-006 (extends UC-003) Description

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Civic Society provides job opportunities to local residents Primary Actor Civic Society

Supporting Actors Local residents Pre-Conditions Civic Society must log in the SmartSociety system. Post Conditions Success end condition Civic Society involves local residents with job opportunities Failure end condition: Local residents are not informed about job opportunities provided by Civic Society Trigger Main Success Scenario 1.

Access the Civic Society members area

Access the Services section

Insert a new Service

Add the category 'Job'

Send notifications to users that match the skills of the job opportunity

Extensions Frequency: Assumptions: Civic Society is a member of SmartSociety community

ÂŠ SmartSociety Consortium 2013 - 2017

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6.8

Appendix VI: Functional requirements

Local residents REQ U0.1: The system shall provide a local residents area REQ U0.2: The system shall provide a quiz game REQ U0.3: The system shall provide a section for tours REQ U0.4: The system shall provide a real-time information section REQ U1.1: The local residents area shall provide the search of POIs REQ U1.2: The system shall provide a section dedicated to personal content for each POI REQ U1.3: The system shall allow user to set their personal content public or private REQ U1.4: The system shall allow the citizen to insert new POIs REQ U2.1: The system shall enable media content uploading for each POI REQ U3.1: The quiz game shall provide a section to insert questions REQ U3.2: The quiz game shall provide a section to answer questions REQ U3.3: The quiz game shall provide a section to choose a reward for posted questions REQ U3.4: The quiz game shall reward the user who provides the best question REQ U4.1: The tour section shall provide an updated list of existing planned tours REQ U4.2: The system shall provide a section dedicated to the citizen's suggestions about a tour REQ U5.1: The real-time information section shall allow the citizen to insert real-time notifications Restaurant Owner REQ U0.1: The system shall provide a reservations section REQ U0.2: The system shall provide an events section REQ U1.1: The system shall provide the restaurateur with reservation requests updates REQ U1.2: The system shall provide the restaurant owner with the table availability REQ U1.3: The system shall provide the restaurant owner with tourists responses REQ U1.4: The system shall ask the user to send a confirmation to the restaurateur REQ U1.5: The system shall provide the restaurant owner with an option to reserve a table REQ U1.6: The system shall provide the restaurant owner with an option to send time change requests to the tourists REQ U2.1: The reservations section shall provide the restaurateur with reservation requests updates REQ U2.2: The reservations section shall provide the restaurateur with information from tourists' profile REQ U2.3: The reservations section shall allow the restaurant owner to send requests to food suppliers REQ U3.1: The events section shall query the restaurant owner for date and city REQ U3.2: The events section shall provide an updated list of the events REQ U3.3: The system shall analyse and predict the food supply based on the current events information REQ U4.1: The reservations section shall keep track and get notified on touristsâ&#x20AC;&#x2122; delays REQ U4.2: The reservations section shall allow the restaurateur to change time to a reservation

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Tour guide REQ U0.1: The system shall provide the tour guides with a reservations section REQ U0.2: The system shall provide the tour guides with an events section REQ U1.1: The reservations section shall query the tour guide for the date of the tour REQ U1. : The system shall take personal information from the tourists’ profile REQ U1.3: The reservations section shall provide the tour guide with ongoing events information REQ U1.4: The reservations section shall query the tour guide for place of departure REQ U1.5: The reservations section shall query the tour guide for place of arrival REQ U1.6: The system shall automatically create a guided tour with information provided by the tour guide and the tourists profile REQ U1.7: The system shall provide the users with information about the guided tour REQ U1.8: The reservations section shall provide a list of the POIs matching with tourists’ interests REQ U1.9: The reservations section shall give the tour guide the opportunity to select manually the POIs to be included in the tour REQ U1.10: The system shall give the tour guide the opportunity to create custom tours REQ U2.1: The system shall send to the tour guide real-time notifications by users REQ U2.2: The system shall suggest to the tour guide alternative POIs in place of the ones affected by any unexpected accidents REQ U2.3: The system shall recalculate a new tour itinerary in real-time REQ U3.1: The system shall receive real-time information about queuing time REQ U3.2: The system shall receive real-time information about congestions due to ongoing events REQ U3.3: The system shall receive real-time information on accidents or inconveniences REQ U3.4: The system shall take into account all real-time information during a tour creation REQ U4.1: The events section shall prompt the tour guide for selecting the date REQ U4.2: The events section shall prompt the tour guide for selecting the time REQ U4.3: The events section shall prompt the tour guide for selecting the city or the city area REQ U4.4: The events section shall provide the tour guide with information about the matching between events and tourists interests REQ U4.5: The system can include an event in a tour Tour operator REQ U0.1: The system shall provide a tour operator section REQ U0.2: The system shall provide the tour operator with a guided tours section REQ U0.3: The system shall provide the tour operator with a holiday packages section REQ U1.1: The tour operator area shall provide an option to insert a new holiday package REQ U1.2: The tour operator area shall prompt the tour operator to validate the period of the holiday package REQ U1.3: The tour operator area shall prompt the tour operator to fill in the city/cities of a holiday package REQ U1.4: The tour operator area shall provide an option to insert categories in a package REQ U1.5: The tour operator area shall provide an option to insert target group in a package © SmartSociety Consortium 2013 - 2017

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REQ U1.6: The tour operator area shall provide an option to make a package public REQ U2.1: The operator guided tours section shall provide an updated list of the existing tours REQ U2.2: The operator guided tours section shall provide information about the tour guide associated to a tour (if is associated) REQ U2.3: The operator guided tours section shall provide an updated list of available tour guides REQ U2.4: The operator guided tours section shall provide an option to filter information based on tour guidesâ&#x20AC;&#x2122; skills REQ U2.5: The system shall provide the tour operator with an option to send a request to a tour guide REQ U2.6: The system shall provide the tour operator with an option to associate a tour guide to a tour REQ U3.1: The holiday packages section shall provide the tour operator with packages information REQ U3.2: The holiday packages section shall provide an option to add a special offer for a package REQ U3.3: The holiday packages section shall provide an option to add a discount for a package REQ U3.4: The holiday packages section shall query the tour operator for the amount of virtual money necessary to get a special offer or a discount REQ U3.5: The system shall provide the tour operator with an option to promote special offers or discounts to the quiz game players Tourist REQ U0.1: The system shall provide the tourists with a guided tour section REQ U0.2: The system shall provide a package holiday section REQ U0.3: The system shall provide an organizations section REQ U0.4: The system shall provide an information section REQ U0.5: The system shall provide a profile section REQ U1.1: The guided tours section shall query the tourist for the city REQ U1.2: The guided tours section shall query the tourist for the date REQ U1.3: The guided tours section shall query the tourist for the time slot REQ U1.4: The guided tours section shall provide the tourist with a list of available tours matching the profile REQ U1.5: The guided tours section shall provide an option to send a reservation request REQ U2.1: The holiday package section shall query the tourist for the city REQ U2.2: The holiday package section shall query the tourist for the time period REQ U2.3: The holiday package section shall provide the tourist with a list of packages matching the profile and the budget REQ U2.4: The holiday package section shall provide an option to send a reservation request REQ U3.1: The organizations section shall ask the tourist to select the organization REQ U3.2: The organizations section shall query the tourist for the date REQ U3.3: The organizations section shall query the tourist for the time REQ U3.4: The organizations section shall provide the tourist with information about organizations availability REQ U3.5: The organizations section shall provide an option to send a reservation request REQ U4.1: The information section shall query the tourist for the city Page 94 of (99)

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REQ U4.2: The information section shall provide the tourist with information matching the preferences in the profile REQ U5.1: The system shall provide the tourist with the research of POIs REQ U5.2: The system shall provide the tourist with an option to add a feedback on POI REQ U5.3: The system shall provide the tourist with an option to post media content on POI REQ U5.4: The system shall provide the tourist with the research of organizations REQ U5.5: The system shall provide the tourist with an option to add a feedback on an organization REQ U5.6: The system shall provide the tourist with an option to post media content for an organization REQ U5.7: The system shall provide the tourist with the research of users REQ U5.8: The system shall provide the tourist with an option to add a feedback about a user REQ U6.1: The profile section shall contain information about personal data REQ U6.2: The profile section shall contain information about personal interests REQ U6.3: The system shall ask a user to authorize the processing of data by other users REQ U7.1: The profile section shall contain information about current preferences for a trip REQ U8.1: The quiz game shall provide an option to insert a new question REQ U8.2: The quiz game shall allow adding a category to a question REQ U8.3: The quiz game shall allow adding tags to a question REQ U8.4: The quiz game shall allow choosing a reward for a question REQ U8.5: The quiz game shall provide an option to make the question public REQ U9.1: The quiz game shall provide an option to search a question matching profile and past experiences REQ U9.2: The quiz game shall allow answering a question REQ U9.3: The quiz game shall reward the user that answers correctly City council REQ U0.1: The system shall provide a city council area REQ U0.2: The city council area shall provide users data section REQ U0.3: The city council area shall provide a real time section REQ U0.4: The city council area shall provide a promotions section REQ U0.5: The city council area shall provide a section for events REQ U1.1: The users data section shall contain updated users data REQ U1.2: The users data section shall provide the city council with updated users data REQ U2.1: The real time section shall provide the city council with alerts and notifications from the system users in real time REQ U3.1: The promotions section shall provide the city council with an option to create a new promotion REQ U3.2: The promotions section shall query the city council for the category REQ U3.3: The promotions section shall query the city council for the system involved REQ U3.4: The promotions section shall provide the city council with an option to add rewards REQ U3.5: The promotions section shall provide the city council with an option to send a promotion to concerned users ÂŠ SmartSociety Consortium 2013 - 2017

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ÂŠ SmartSociety Consortium 2013 - 2017

REQ U4.1: The events section shall query the city council for the date REQ U4.2: The events section shall query the city council for the time REQ U4.3: The events section shall query the city council for the city or the city area REQ U4.4: The events section shall provide an updated list of events relating to the city or the city area REQ U5.1: The real time section shall provide the city council with alerts and notifications from the system users in real time REQ U6.1: The real time section shall provide the city council with an option to send notifications to ride sharing users REQ U6.2: The system shall provide the city council with an option to reward ride sharing users REQ U7.1: The real time section shall provide the city council with an option to send notifications to public transport operators REQ U8.1: The events section shall receive information by events promoters REQ U9.1: The events section shall provide a list of local organizations close to the event area REQ U9.2: The events section shall provide the city council with an option to send information to local organizations REQ U10.1: The events section shall receive job opportunities relating to an event by local organizations REQ U10.2: The job opportunity details shall provide a list of users that have the requested skills REQ U10.3: The events section shall provide an option to send job opportunities to users Civic society REQ U0.1: The system shall provide a civic society members area REQ U0.2: The civic society members area shall provide an open discussions section REQ U0.3: The civic society members area shall provide a services section REQ U1.1: The open discussions section shall provide the civic society members with an option to create a new open discussion REQ U1.2: The open discussions section shall provide a civic society member with an option to send a notification to all civic society members REQ U1.3: The open discussions section shall query the civic society members for the category of the discussion REQ U1.4: The open discussions section shall query the civic society members for the location involved in the discussion (optional) REQ U1.5: The open discussions section shall provide the civic society members with a list of local residents who match with the category of the discussion REQ U1.6: The open discussions section shall provide the civic society members with an option to filter local residents by location REQ U1.7: The open discussions section shall provide the civic society members with an option to send a notification to the local residents REQ U2.1: The civic society members area shall provide users notifications REQ U3.1: The services section shall provide an option to insert a new Service REQ U3.2: The services section shall provide an option to add categories to a service REQ U3.3: The services section shall provide an option to send a notification to users that match the categories of the service Page 96 of (99)

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REQ U4.1: The open discussions section shall provide users notifications REQ U5.1: The civic society members area shall provide an option to send notifications to the city council

ÂŠ SmartSociety Consortium 2013 - 2017

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6.9

Appendix VII Non-functional requirements

As already mentioned in paragraph 4.2, detailed non-functional requirements can only be derived at a later stage of the project, however a preliminary collection is listed below. Performance requirements: - The system should be available for service when requested by end-users. - The system should perform in real-time Security requirements - Access permissions may only be managed by the system’s administrator. - All external communications between the system’s data server and clients must be encrypted. - Unauthorised access to the system and its data is not allowed - Only users holding the role "Certified operator" can access tourists personal information Usability requirements - Well-structured user manuals - Informative error messages - Help facilities - Well-formed graphical user interfaces - User interface design should follow responsive design principles - Information should be accessible by different platforms and devices Safety requirements -

The system should no longer operate if security attacks have become obvious (relation to security requirements) Supportability -

The system should have the ability to adapt to new technology or to fix defects The system should support additional international conventions such as languages, or number formats, styles) - The system should support end user tailoring activities Product requirements - The system will have to be multi-platform. External requirements -

The organization's data protection officer must certify that all data is maintained according to data protection legislation before the system is put into operation.

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7. References Games4geog 2007. Retrieved 23 Nov., 2013, from www.games4geog.com. Gordon, A. 2008. Scenario Building Workshop - How to Build and Use Scenarios Retrieved 12. Nov, 2013, from http://www.slideshare.net/adgo/scenario-building-workshop-how-to-build-and-use-scenarios. Gordon, A. (2010). "The uses and limits of visionary scenarios: learning from the African experience." foresight 13(4): 64 - 81. Guide, N.Z.T. 2013. Retrieved 26 Nov., 2013, from http://www.tourism.net.nz/online-travel-games/amazingrace-traveller-iq.html. Knight, J.F., Carleyb, S., Tregunnac, B., Jarvisc, S., Smithiesd, R., Freitase, S.D., Dunwelle, I. AND Mackway-Jonesb, K. 2009. Serious gaming technology in major incident triage training: A pragmatic controlled trial. Resuscitation Journal 81, 1174-1179. Leijten, J., Butter, M., Kohl, J., Leis, M. and Gehrt, D. 2012. Study to assist the European Research Area Board: Investing in Research and Innovation for Grand Challenges. from http://ec.europa.eu/research/erab/pdf/erab-study-grand-challanages-2012_en.pdf. eppim ki, S., aitinen, ., Merist , T. and Tuohimaa, . . Visionary Concept: Combining Scenario Methodology with Concept Development. In Product Concept Design, R.T. TURKKA KEINONEN Ed. Springer London, 177-195. Mcnamara, C. 1999. General Guidelines for Conducting Research Interviews. Retrieved 18 Dec., 2013, from http://www.managementhelp.org/evaluatn/intrview.htm. Mitchell, A. and Savill-Smith, C. 2004. The use of computer and video games for learning: A review of the literature. Learning and Skills Development Agency. Network, T.R.F.a.G.B. 2010. Scenarios for the Future of Technology and International Development. Preece, J., Rogers, Y., Sharp H. 2002. Interaction Design: Beyond Human-Computer Interaction. New York, John Wiley & Sons. Roach, S.S., Lamm, S., Dobbs, R., Villinger, R. and Graves, C. 2010. South Korea: Finding its place on the world stage. Sporcle 2007. Retrieved 23 Nov. , 2013, from http://www.sporcle.com/games/category/geography. Van Eck, R. 2006. Digital Game-Based Learning: It's Not Just the Digital Natives Who Are Restless. EDUCAUSE Review 40(2): 16-30. Wikipedia 2013 "Immersive technology." http://en.wikipedia.org/wiki/Immersive_technology.

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