Digital Games Based on Process of Public Services Delivery: A Exploratory Study
Public service delivery is the main goal of public institutions, but these services, are considered complex, contributing to service users´ dissatisfaction, and consequently, to the detachment between citizens and public institutions. Shortening this gap is one of the objectives of the digital democracy research area, which believes that public service processes delivery may be improved and inspire innovations when this collaboration occurs. Due to game's engagement and motivation features, games appear as an attractive way to bring citizens closer to public institutions and to understand how services are performed. Designing these games isn't a simple task, because it is necessary to present to citizens the service's specificities, values and difficulties, without losing its attractiveness and motivation. This paper presents the preliminary results of a research project aiming at proposing ways on how to design games which helps citizen understanding of public processes. The research argues that business process models – commonly used by public organizations to described their processes – may be an important guide to the design of these games. In this paper we describe an exploratory study of designing a game – Desaparecidos - based on the missing people process delivered by the Police of Rio de Janeiro, Brazil. Important results from this study are: the development of a game to shorten the distance between public service processes and its users, a preliminary description of a game design method based on business process models; and the evaluation results of citizens´ perception while playing the game.