Skip to main content
SpringerLink
Log in

Designing Serious Games for Citizen Engagement in Public Service Processes

  • Conference paper
  • First Online:
Business Process Management Workshops (BPM 2016)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 281))

Included in the following conference series:

Abstract

One of the challenges envisioned for eGovernment is how to actively involve citizens in the improvement of public services, allowing governments to offer better services. However, citizen involvement in public service design through ICT is not an easy goal. Services have been deployed internally in public organizations, making it difficult to be leveraged by citizens, specifically those without an IT background. This research moves towards decreasing the gap between public services process opacity and complexity and citizens’ lack of interest or competencies to understand them. The paper discusses game design as an approach to motivate, engage and change citizens’ behavior with respect to public services improvement. The design of a sample serious game is proposed; benefits and challenges are discussed using a public service delivery scenario from Brazil.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Olphert, W., Damodaran, L.: Citizen participation and engagement in the design of e-government services: the missing link in effective ICT design and delivery. J. Assoc. Inf. Syst. 8(9), Article 27 (2007)

    Google Scholar 

  2. Scherer, S., Wimmer, M.A.: E-participation and enterprise architecture frameworks: an analysis. Inf. Polity 17(2), 147–161 (2012)

    Google Scholar 

  3. Howard, R.: Digital government will move at the speed of civic moments (2014). https://www.gartner.com/doc/2733617/digital-government-speed-civic-moments. Accessed 27 Nov 2015

  4. Zheng, Y.: Explaining citizens’ e-participation usage: functionality of e-participation applications. Adm. Soc. (2015)

    Google Scholar 

  5. Araujo, R., Taher, Y., van den Heuvel, W.J., Cappelli, C.: Evolving government-citizen ties in public service design and delivery. In: IFIP e-Government Conference, Koblenz, Germany, pp. 19–26 (2013)

    Google Scholar 

  6. Connolly, T.M., Boyle, E.A., MacArthur, E., Hainey, T., Boyle, J.M.: A systematic literature review of empirical evidence on computer games and serious games. Comput. Educ. 59(2), 661–686 (2012)

    Article  Google Scholar 

  7. Hamari, J., Koivisto, J., Sarsa, H.: Does gamification work? a literature review of empirical studies on gamification. In: 47th HICSS, pp. 3025–3034 (2014)

    Google Scholar 

  8. Salen, K., Zimmerman, E.: Rules of Play - Game Design Fundamentals, 1st edn. The MIT Press, Cambridge (2003)

    Google Scholar 

  9. Michael, D., Chen, S.: Serious Games - Games that Educate, Train, and Inform, 1st edn. Thomson Course Technology PTR, Boston (2005)

    Google Scholar 

  10. Abt, C.C.: Serious Games, 1st edn. Viking Press, New York (1970)

    Google Scholar 

  11. Erol, S., et al.: Combining BPM and social software: contradiction or chance? J. Softw. Maint. Evol. Res. Prac. 22(6–7), 449–476 (2010)

    Article  Google Scholar 

  12. Pflanzl, N., Vossen, G.: Human-oriented challenges of social BPM: an overview. In: 5th EMISA Workshop, St. Gallen (2013)

    Google Scholar 

  13. Araujo, R., Taher, Y.: Refining IT requirements for government-citizen co-participation support in public service design and delivery. In: Conference for E-Democracy and Open Government, Krems, Austria, pp. 61–72 (2014)

    Google Scholar 

  14. Grönlund, Å.: ICT is not participation is not democracy – eParticipation development models revisited. In: Macintosh, A., Tambouris, E. (eds.) ePart 2009. LNCS, vol. 5694, pp. 12–23. Springer, Heidelberg (2009). doi:10.1007/978-3-642-03781-8_2

    Chapter  Google Scholar 

  15. Araujo, R., Cappelli, C., Engiel, P.: Raising citizen-government communication with business process models. In: Dolićanin, Ć., Kajan, E., Randjelović, D., Stojanović, B. (eds.) Handbook of Research on Democratic Strategies and Citizen-Centered E-Government Services, 1st edn., pp. 92–106. IGI Global, Hershey (2014)

    Google Scholar 

  16. Diirr, B., Araujo, R., Cappelli, C.: Encouraging society participation through conversations about public service processes. Int. J. Electron. Gov. Res. 10(2), 22–42 (2014)

    Article  Google Scholar 

  17. Brazil: Brazilian Strategy for Digital Governance in Public Administration (2016). http://www.governoeletronico.gov.br/estrategia-de-governanca-digital-egd/. Accessed 27 May 2016

  18. Brazil: Open Government Partnership (2016). http://www.governoaberto.cgu.gov.br. Accessed 01 Apr 2016

  19. CGI.BR: ICT Electronic Government 2013: Survey on the Use of Information and Communication Technologies in the Brazilian Public Sector (2013). http://www.cgi.br/media/docs/publicacoes/2/TIC_eGOV_2013_LIVRO_ELETRONICO.pdf. Accessed 27 Nov 2015

  20. Moreno-Ger, P., Burgos, D., Martínez-Ortiz, I., Sierra, J.L., Fernández-Manjón, B.: Educational game design for online education. Comput. Hum. Behav. 24, 2530–2540 (2008)

    Article  Google Scholar 

  21. Gee, J.P.: What Video Games have to Teach us About Learning and Literacy, 1st edn. Palgrave Macmillan Ltd., New York (2007)

    Google Scholar 

  22. Ribeiro, C., Fernandes, J., Lourenço, A., Borbinha, J., Pereira, J.: Using serious games to teach business process modeling and simulation. In: International Conference on Modeling, Simulation and Visualization Methods, Las Vegas, USA (2012)

    Google Scholar 

  23. Bulander, R.: A conceptual framework of serious games for higher education: conceptual framework of the game INNOV8 to train students in business process modelling. In: International Conference on e-Business, Athens, Greece, pp. 1–6 (2010)

    Google Scholar 

  24. Santorum, M.: A serious game based method for business process panagement. In: International Conference on Research Challenges in IS, Gosier, France, pp. 1–12 (2011)

    Google Scholar 

  25. Solís-Martínez, J., Espada, J.P., García-Menéndez, N., G-Bustelo, B.C.P., Lovelle, J.M.C.: VGPM: using business process modeling for videogame modeling and code generation in multiple platforms. Comput. Stan. Interfaces 42, 42–52 (2015)

    Article  Google Scholar 

  26. Poplin, A.: Games and serious games in urban planning: study cases. In: Murgante, B., Gervasi, O., Iglesias, A., Taniar, D., Apduhan, B.O. (eds.) ICCSA 2011. LNCS, vol. 6783, pp. 1–14. Springer, Heidelberg (2011). doi:10.1007/978-3-642-21887-3_1

    Chapter  Google Scholar 

  27. Ahmed, A.M., Mehdi, Q.H., Moreton, R.: Towards the use of serious games for effective e-government service. In: Computer Games: AI, Animation, Mobile, Multimedia, Educational and Serious Games, Louisville, KY, pp. 1–6 (2014)

    Google Scholar 

  28. Lounis, S., Pramatari, K., Theotokis, A.: Gamification is all about Fun: the Role of Incentive Type and Community Collaboration. In: 22nd European Conference on Information Systems, Tel Aviv, Israel (2014)

    Google Scholar 

  29. Horita, F.E.A., Assis, L., Castanhari, R.E.S., Isotani, S., Cruz, W.M., de Albuquerque, J.P.: A gamification-based social collaborative architecture to increase resilience against natural disasters. In: Simpósio Brasileiro de Sistemas de Informação, Londrina, Brazil (2014)

    Google Scholar 

  30. Hunicke, R., Leblanc, M., Zubek, R.: MDA: a formal approach to game design and game research. In: AAAI Workshop on Challenges in Game Artificial Intelligence, San Jose, CA, pp. 1–5 (2004)

    Google Scholar 

  31. Johnson, C.: What Games can Learn from the Engagement Layers of Papers, Please. http://www.gamasutra.com/blogs/CoryJohnson/20141210/232045/What_Games_Can_Learn_from_the_Engagement_Layers_of_Papers_Please.php. Accessed 13 Nov 2015

  32. Fasce, F.: Beyond serious games: the next generation of cultural artifacts. In: De Gloria, A. (ed.) GALA 2014. LNCS, vol. 9221, pp. 1–4. Springer, Cham (2015). doi:10.1007/978-3-319-22960-7_1

    Chapter  Google Scholar 

  33. Sweetser, P., Wyeth, P.: GameFlow: a model for evaluating player enjoyment in games. ACM Comput. Entertain. 3(3), 1–24 (2005)

    Article  Google Scholar 

  34. Pavlas, D., Jentsch, F., Salas, E., Fiore, S.M., Sims, V.: The play experience scale. Hum. Factors 54(2), 214–225 (2012)

    Article  Google Scholar 

  35. Mitgutsch, K., Alvarado, N.: Purposeful by design? a serious game design assessment framework. In: Foundations of Digital Games, pp. 121–128 (2012)

    Google Scholar 

  36. Bandura, A.: Guide for constructing self-efficacy scales. In: Self-Efficacy Beliefs of Adolescents. Information Age Publishing, pp. 307–337 (2006)

    Google Scholar 

  37. Ajzen, I., Fishbein, M.: Understanding Attitudes and Predicting Social Behavior. Revised edn. Prentice Hall, Englewood Cliffs (1980)

    Google Scholar 

Download references

Acknowledgments

The authors thank Prof. Geraldo Xexéo (COPPE/UFRJ) for contributions to this research and the Deutsche Forschungsgemeinschaft for financial support.

Author information

Authors and Affiliations

  1. DBIS Group, Westfälische Wilhelms-Universität Münster, Münster, Germany

    Nicolas Pflanzl & Gottfried Vossen

  2. SIGAC-CIBERDEM, Federal University of the State or Rio de Janeiro, Rio de Janeiro, Brazil

    Tadeu Classe & Renata Araujo

  3. University of Waikato Management School, Hamilton, New Zealand

    Gottfried Vossen

Authors
  1. Nicolas Pflanzl
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Tadeu Classe
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Renata Araujo
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Gottfried Vossen
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Nicolas Pflanzl .

Editor information

Editors and Affiliations

  1. Institute of Computer Science, University of Tartu, Tartu, Estonia

    Marlon Dumas

  2. School of Arts, Sciences and Humanities, University of São Paulo, Sao Paulo, São Paulo, Brazil

    Marcelo Fantinato

Rights and permissions

Reprints and permissions

Copyright information

© 2017 Springer International Publishing AG

About this paper

Cite this paper

Pflanzl, N., Classe, T., Araujo, R., Vossen, G. (2017). Designing Serious Games for Citizen Engagement in Public Service Processes. In: Dumas, M., Fantinato, M. (eds) Business Process Management Workshops. BPM 2016. Lecture Notes in Business Information Processing, vol 281. Springer, Cham. https://doi.org/10.1007/978-3-319-58457-7_14

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-58457-7_14

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-58456-0

  • Online ISBN: 978-3-319-58457-7

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation