Innovating the citizen's experience in access to public services filtered by recommendation systems

Abstract

The presentation of a product or service on digital platforms is essential to attract the user's attention. Many organizations invest in research and innovation to strengthen customer access and maintain customer loyalty. However, when analyzing official public service platforms, there is a fantastic opportunity to improve the attractiveness with which these services are available to citizens, and that they feel closer to the format presented, especially when services are provided because of filtering and recommendation systems. In this work, scientific productions registered on the Scopus platform were surveyed, as well as other means of scientific communication, and prospecting found a lack of direct discussion related to the topic. A survey was also conducted on the presentation of services in portals and public and private applications and with that a new visual concept was proposed for the presentation of public services, considering that the citizen who accesses public services is the same person who has a distinct experience when access services on private platforms.