Description and Objectives:

In recent years, companies dedicated to public service have been strongly criticized by citizens on social networks. This happens for multiple reasons, among them the frustration of the bad service, the ignorance of the channels, or simply the change of social customs.

This NON-FORMAL communication, used by the increasingly frequent citizens and with an impact on the quality of the service, alerted Gecor System about the need to manage that type of communication to improve the quality of the public service and thus the satisfaction Citizen So that Gecor System, in its innovation strategy, and in view of the need of many of its customers, the integration of social networks into municipal public services was proposed.

This objective was specified in the GWEET project. This project has consisted of the development of a cloud platform, capable of detecting the incidents reported by citizens through twitter, managing its resolution and responding to citizens in the same thread. For this, semantic, image recognition and location algorithms have been developed.

Gecor System, LIMASA and the University of Malaga collaborated to implement the GWEET platform in the cleaning service of the city of Malaga, with the following results:

· More than 1,000,000 analyzed tweets.

· 2,000 managed incidents.

· Millions of potential visualizations achieved.

· Efficiency greater than 90%, (only 1 in 10 incidents have not been detected)..

· An efficiency greater than 85%, (of every 100 incidents 15 are false positives

With these results, Gecor System considered expanding GWEET to the rest of public services and social networks. As a result of this concern and as a company belonging to the Smart City Cluster, a project was proposed to MINECO for Gecor System, the University of Malaga and the Smart City Cluster to make a diagnosis on the application of GWEET to the rest of public services and social networks.

Results:

Development of a technical feasibility study to know the technological and functional needs of the Gweet tool, in its application to different public services and different types of municipalities.

The most relevant results of this work have been:

1.     The use by citizens to report incidents is very scarce, just 0.04%.

2.     The impact of the incidents is very high, an average of 2,000 visualizations per incident.

3.     The social networks most used to report incidents are Twitter, Facebook, Instagram and YouTube.

4.     The most affected areas are street cleaning, urban planning and maintenance of parks and gardens.

5.     The opinion of the technicians agrees that the integration of the networks is necessary.

In short, the integration of social networks in public services has been confirmed as a necessity.

That integrating social networks to manage incidents represents a low workload, if classification tools such as GWEET are used.

Although few incidents reported through social networks have a great impact on the perception of the service in social networks, so they must be considered.

To technically manage the integration, it is necessary to have tools such as GWEET and that this must be incorporated into the rest of public services and incorporate the social networks Facebook and Instagram.

In short, the GWEET tool is TECHNICAL VIABLE and is a NECESSARY tool for the integration of social networks into public services.

There is currently a GWEET API available for those companies and public services that wish to integrate TWITTER. It is waiting to finish the integration of the rest of social networks in GWEET.