FEATURES
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everyone and should be citizen-tailored and not just technologydriven.
In order words, we should focus on collaborative and
empowering high-touch services encompassing contextual
and social values rather than pervasive high-tech ones. In this
regard, Customer Relationship Management is still neuralgic
to raise awareness and to provide a fulfilling service, and
this holds for municipalities and enterprises as well, where
new “coopetition” paradigms are arising along with sharing
economies.
As it has been highlighted during the ASAP conference, in
the matter of smart employment of technologies, “big data”
collecting and management turn out to be major tools to
sharpen the competitive edge of firms and to increase the
efficiency of local municipalities - which, by the way, are
supposed to play the role of innovation catalysts. Still some
issues arise in the trade-off traceability/openness versus
security/privacy and in the selection of few relevant and
consistent measures: “too many is too few”.
While upstream vision compliance and an infrastructure
optimisation are needed to shift properly from standard
products towards well-fitting “glocal” solutions, the system can
indeed behave flawlessly when there is also a local actors’
participation downstream; namely, when citizens themselves
are the solution providers.