Gamification in e-government platforms and services
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Ruth S. Contreras presenter at Games and Gamification III iLRN2020 6th International Conference of the Immersive Learning Research Network #iLRN2020 June 2020
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Gamification in e-government platforms and services
- 1. Ruth S. Contreras-Espinosa ruth.contreras@uvic.cat Alejandro Blanco-M. alejandro.blanco@uvic.cat Gamification in e-government platforms and services: A literature review www. projectco3.euDigital Transformation & Humanities
- 2. Democracies are facing a breach of communication between citizens and their political representatives Digital Transformation & Humanities Intro
- 3. E-government use of technology to provide public services to citizens Digital Transformation & Humanities Intro
- 4. Gamification an important topic with a considerable number of research articles in relevant indexing services Digital Transformation & Humanities Intro
- 5. Keywords: gamification + government/e-government + models. Digital Transformation & Humanities Method
- 6. Digital Transformation & Humanities Background
- 7. Gamification theory and motivation Digital Transformation & Humanities Background B. W. Wirtz, J. C. Weyerer, and M. R¨osch, “Citizen and Open Government: An Empirical Analysis of Antecedents of Open Government Data,” International Journal of Public Administration, vol. 41, no. 4, pp. 308–320, 2018.
- 8. User’s motivation Digital Transformation & Humanities Background
- 9. Digital Transformation & Humanities Background Gamification Frameworks Mechanics-Dynamics-Aesthetics (MDA) R. Hunicke, M. Leblanc, and R. Zubek, “Mda: A formal approach to game design and game research,” in Proceedings of the Challenges in Games AI Workshop, Nineteenth National Conference of Artificial Intelligence. Press, 2004, pp. 1–5.
- 10. Digital Transformation & Humanities Background Gamification Frameworks K. Werbach and D. Hunter, For the win: How game thinking can revolutionize your business. Wharton Digital Press, 2012.
- 11. Digital Transformation & Humanities Background Gamification Frameworks Y. kai Chou, “Actionable gamification,” Beyond points, badges, and leaderboards, 2015.
- 12. Digital Transformation & Humanities Background Gamificatión Models A. Marczewski, Gamification: a simple introduction. Andrzej Marczewski, 2013.
- 13. Digital Transformation & Humanities Background Models for e-government services
- 14. Digital Transformation & Humanities Background Maturity level and gamification C. Wukich and I. Mergel, “Closing the Citizen-Government Communication Gap: Content, Audience, and Network Analysis of Government Tweets,” Journal of Homeland Security and Emergency Management, vol. 12, no. 3, pp. 707–735, 2015.
- 15. 1) Relationship between the citizen/user profile and the gamification element deployed Digital Transformation & Humanities Findings
- 16. 2) Citizen/user response to each gamification element: studies with a robust methodology for a quantitative evaluation of the citizen response towards different gamification elements would be paramount Digital Transformation & Humanities Findings
- 17. 3) Relationship between the maturity level of the model and the gamification elements used in e-government, in order to associate a maturity/penetration level of e-government initiatives with gamification elements, including their own impact Digital Transformation & Humanities Findings
- 18. Lines of work (1) the relation between citizen profile and gamification elements, (2) the expected user response to the gamification element in within e-government services, (3) the relationship between the maturity level of the model with the gamification element used. Digital Transformation & Humanities Conclusion and Future Directions
- 19. Thanks! Gamification in e-government platforms and services: A literature review www. projectco3.eu Ruth S. Contreras-Espinosa ruth.contreras@uvic.cat Alejandro Blanco-M. alejandro.blanco@uvic.cat Digital Transformation & Humanities
Editor's Notes
- Nowadays, many democracies are facing, a breach of communication between citizens and their political representatives. This breach results in a decrease in citizen participation during political decision-making and public consultations. This decline is causing politicians to worry about their position as legitimate citizen representatives. Therefore, it is fundamental to generate a constructive relationship between the public administration and the citizens by solving their needs. This issue is at the core of the effort many governments are making towards implementing a new type of management and citizen interaction system coined as e-government.
- E-government is applied around the world at different levels or stages. Nevertheless, a considerable number of implementation attempts are facing difficulties because of low user engagement due to different causes identified by some of the cited authors. We also explore some of the proposed solutions that create more engaging e-government platforms, focusing on the gamification solutions that promise an increase of the usage by integrating game aspects.
- Gamification is a strategy has been partially successful in other domains like in businesses. Although the topic of gamification has expanded exponentially in recent years, we have observed a lack of methodology when selecting the elements due to the complexity of social interactions with the e-government services. That is why we have made a review of the literature to find out how many authors carry out this problem and design its application.
- This literature review used the work of Kitchenham and Charters (2007) as a guide to conduct a research-gap analysis. The material was searched using different databases. Background includes the definition and delimitation of two concepts: (1) what types of services are established according to the degree of e-government model, and (2) what are the gamification elements, the source of motivation, and the available tools. Material that do not contain at least two of the key terms have been excluded. the introduction section was analysed in order to identify the objectives of each work. Articles that included the analysis or implementation of gamified services as objectives were selected finally. To sum up, the keyword search generated more than 2124 articles. The first selection process reduced to a total of 75, after the second selection filter, the number was reduced to 8.
- It is necessary to investigate how the level of penetration of e-governments is defined according to the literature. Various models have been established with the purpose of quantifying the maturity of these services. We compile examples of frameworks and models used to evaluate the application of gamification.
- to understand the principles of gamification, it is necessary to comprehend the sources of human motivation. the main rationale for participation is political interest. citizen motivation to participate depends on the type of project. Furthermore, they are more prone to participating in projects where they receive feedback on the results. This hypothesis is confirmed by subsequent studies, such as the survey carried out by Wirtz, Weyerer and R¨osch, which empirically found higher correlations between the perceived usefulness of the participation and the intention to collaborate through e-government services. This is directly related to the user experience: how they feel about performing a specific task and how their needs are met.
- user motivation can be divided into two distinct categories according to their origin: intrinsic and extrinsic motivation. Intrinsic motivation is achieved through activities that generate challenges or are enjoyable. On the other hand, extrinsic motivation is only achieved through rewards (tangible or intangible like badges or status).
- There are different frameworks and models that take the opportunity to exploit the previous motivation factors by creating the necessary game elements. For example and the most widely known framework is the MDA. Game mechanics, are the basic actions that the players can take in the game. The dynamics are the run-time behavior of the previously defined mechanics in response to the player input and in between other mechanics. Aesthetics are the emotional responses produced in the player.
- The Six D’s counts with the following elements: (1) define the objectives that you want to achieve, (2) delineate the target behaviours thatplayers´pyouexpectfromtheusers,(3)describeyour rofile (interest, what drives them), (4) devise activity loops (the process that the users have to follow), (5) don’t forget the fun (think what make your users return) and (6) deploy the appropriate tools (how the interaction will be measured, score systems, badge assignations, etc).
- kai chou proposed the Octalysis framework, that focuses on human design rather than functional design. This framework is depicted in an octagon shape determined by the core drivers. The right side of the octagon reflects intrinsic motivation factors, and the left side, the extrinsic motivation.
- Marczewski proposed a framework called GAME, with a more straightforward methodology and four components: (1) gather what information will be collected, (2) design the best solution for your goals and the experience of your users based on the information that you have (3) monitor the user activity and goals, iterate improvements and (4) enrich your solution over time to match the changes in society. Latter, he evolved the ”GAME” framework with the inclusion of the ”RAMPS” model that contains the user’s profiles ”Hexad User Types”.
- Various authors have proposed a variety of models comprised of different maturity levels, starting from two and up to six stages. For example Reddick introduced a two-stage model, including (1) a cataloguing stage, where the information is shared with the stakeholders, and (2) a transaction stage, where the citizens can complete forms, interact and complete payments. According to the same author, this is the most common implementation method in the last decades. Deloitte Consulting proposed a six-stage model similar to the Accenture with an additional step, portal personalization. This enables the users to subscribe to notifications of different services. Wescott shows another six-stage model focused on emerging countries, implementing e-mail communications transactions instead of online presence.
- The research connected the topics of the different maturity models with the gamification to boost citizens’ participation to overcome some limitations. The current e-government platforms are good candidates to apply gamification to increase participation. Wukich and Mergel detected in a depth study gamification techniques used in e-government platforms. They concluded that the trustiest messages are those with a significant number of interactions with the citizens and with the attitude of the bottom-up approach. This crowdsourcing strategy requires additional motivation and involvement from citizens to co-design a city and its infrastructure in order to suit the population´s needs. This shared view, supported by the implementation of gamification elements, turns citizens into active players that can now participate in a game where they can build their own city.
- This review highlights that most works that focus on the inclusion of gamification in e-government services do not follow any set methodology in order to quantify the impact of the implementation of gamification elements. The present review identifies a set of research gaps that represent opportunities for future investigators. So far, gamification element selection depends on the designer´s expectations and not on the user profile. The analysis may begin by determining the user profile using a gamer motivation profile form, developed to enable establishing a relationship between the profile and each gamification element. Once the profile has been determined, each gamification element is introduced sequentially and individually for each citizen. Different indicators may be recorded (frequency of visit, number of interactions per visit, level of satisfaction on the Likert scale). This will enable establishing which profiles generate the highest indicator values for each element.
- Currently, the impact of gamification is generally evaluated and verified through an increase in the usage ratio. Few authors venture to analyse whether usage is maintained over time or if this increase is due only to novelty. In such studies, indicators related to the frequency of use and interaction should be collected over a certain time period. Each gamification element should be integrated sequentially and individually. Analysing the slopes and correlations of these two indicators for each gamification element used would highlight which elements are more suitable for services that require a shorter or longer activity period.
- There have been applications, as this literature review revealed, that include social elements but, at the same time, do not enable any sort of interaction among citizens. Thus, it could be useful to define a methodology in which, for a given type of e-government model, there would be a recommendation of the gamification elements that can be included to avoid implementation contradictions. This type of study may require a more extensive implementation, being the goal to evaluate different e-government services at various maturity levels. This analysis would reveal which gamification elements are more suitable for each maturity level and service within an e/government platform, for instance, by studying the correlations with indicators such as service usage.
- The present work connects the topic of e-government to gamification through the proposed models, and includes a selection of the different applications. As a result of a combined automatic and manual search with a sequential filtering process, 2124 articles where obtained and a total number of 75 works were analysed. This review helped identify the common procedure of gamification application to e-government services, highlighting visible methodological gaps. Three lines of work are proposed: (1) the relation between citizen profile and gamification elements, (2) the expected user response to the gamification element in within e-government services and, finally, (3) the relationship between the maturity level of the model with the gamification element used. As lines for future work, the authors plan to quantitatively evaluate the frequency of application of each gamification element in relation to a set of indicators.
- This Paper forms part of the research project CO3 Digital Disruptive Technologies to Co-create, Co-produce and Co-manage Open Public Services along with Citizens funded from the European Union’s Horizon 2020 research and innovation program