Identificação de oportunidades de inovação nos serviços públicos urbanos: uma abordagem utilizando big data

Abstract

Due to urbanization and population growth advancing, many cities face challenges in delivering essential services such as transportation, healthcare, security, and education, leading to gaps that compromise residents' quality of life. These gaps include accessibility barriers, infrastructure deficiencies, low service quality, operational inefficiencies, and inequality in the distribution of public resources. Thus, this study investigates innovation opportunities in urban public services through Big Data analysis, highlighting its role in optimizing management and developing smart cities. The research adopts an exploratory approach, combining a systematic literature review using the methodology Methodi Ordinatio and an empirical study conducted in the city of Ponta Grossa, Paraná, Brazil. Data collection was carried out through geospatial analyses using ArcGIS software and surveys applied to the population and public managers. The collected data allowed for identifying patterns and trends that reveal the main challenges cities face in delivering urban services and provide support for developing more effective planning and management strategies. The results indicate that Big Data analysis enables not only the precise identification of gaps in public services but also the proposal of innovative, evidence-based solutions. Emerging technologies, such as smart sensors and predictive analysis of integrated urban management systems, can be applied to optimize service delivery, improve resource allocation, and enhance the efficiency of public policies. Additionally, the study underscores the need for more strategic, data-driven urban planning to ensure greater equity in access to essential services and promote the sustainable development of cities. The study concludes that the use of Big Data in public administration can transform the management of urban services, enabling more assertive and strategic decision-making. However, for this transformation to occur effectively, it is essential to invest in process digitalization, manager training, and the formulation of innovative public policies guided by data intelligence. Only through the adoption of robust technological and analytical approaches will it be possible to overcome urbanization challenges, reduce inequalities, and drive cities toward the concept of smart and sustainable urban environments.