Table of Contents
Declaration ii
List Of Figures iv
Glossary v
List of Abbreviations vi
Abstract vii
1 Introduction 1
1.1 Background 1
1.2 Problem Statement 2
1.3 Aim 2
1.4 Objectives 2
1.5 Scope of Work 3
1.6 Research Methodology 3
2 Citizen Engagement 4
2.1 The difference between citizen engagement and public participation 4
2.2 Need of citizen engagement for improving Government Services 4
2.3 Citizen Engagement through Games – An Indian perspective 5
3 Role of digital mediums 6
3.1 Mediums for Citizen Engagement 6
3.2 Digital policies 6
3.3 Tools for digital engagement analysis 6
Sentiment analysis and topic modelling – for analysing social media messages of public sector
organizations: 6
Spatial Data Mining of Public Transport Incidents reported over social media: 7
In Poland, the Urban Shaper game is being used as a source of data for spatial data analysis and
participatory modelling that predicts a city's future development: 7
Interactive community engagement tools for public transport planning in Boston by MIT: 8
3.4 Data analytics tools 8
4 Case studies for digital engagement by transit agencies 9
4.1 International Transit agency case studies 9
San Francisco Bay Area Rapid Transit agency 9
4.2 National Transit agency case studies 9
Surat BRTS – Sitilink 9
Bhopal BRTS - MYBUS 10
The Brihanmumbai Electric Supply and Transport (BEST) 11
Delhi Metro Rail Corporation (DMRC) 11
Comparative Analysis of National Transit Agencies –(detailed database in Annexure II) 12
5 Survey Methodology 13
6 Social Media Content and Engagement Analysis 14
6.1 Statistics 14
6.2 Citizen engagement spectrum for content bifurcation 14
6.3 Analysis of data of CRUT’s socials 15
Twitter posts analysis for October 2022 15
Facebook posts analysis for October 2022 18
Instagram posts analysis for October 2022 19
Twitter posts analysis for January 2023 20
Facebook posts analysis for January 2023 22
Instagram posts analysis for January 2023 24
Comparative analysis of impressions 4 months (October 2022 to January 2023) 26
Inferences of social media analysis 27
7 Digital Citizen Engagement – Offline Survey & Analysis 29
7.1 Survey Objective 29
7.2 Survey Questionnaire 29
7.3 Data Analysis & Results 29
8 BQS User Map Perception Survey 31
8.1 Survey objective 31
8.2 Survey Questionnaire 31
8.3 Data analysis & results 31
9 Mo E-Ride Potential Route Mapping Survey 33
9.1 Survey objective 33
9.2 Survey Questionnaire 33
9.3 Data analysis & results 33
10 Conclusion 34
10.1 Recommendations 34
Tools to enhance social media engagement 34
Streamlining of grievance redressal process and feedback incorporation 34
Mobile App integration and collaboration 35
Improvements in the map design 35
Focus Group Discussions and Community Meetings 36
10.2 Application of recommendations being initiated by CRUT 36
Online survey for citizen feedback collection 36
Other initiatives in pipeline 37
10.3 Future scope 37
11 Annexures 38
11.1 Annexure I – Social Media Analytics Tools 38
11.2 Annexure II – National case studies consolidated database 42
12 References 43