New Taipei uses sentiment analysis to gauge citizen attitudes

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With over 3.9 million citizens and more than 500 administered institutions and schools, New Taipei city government began constructing and integrating the public cloud and service cloud, not only to strengthen city government operations and that of its subordinate agencies, but also to determine public sentiment regarding government services.

One of the biggest challenges was that complaints filed by citizens and their subsequent status were processed manually, and saved in various data sources. This meant that it took a lot of time and resources to perform this task. It was a major bottleneck.

Additionally, the user experience left a lot to be desired. The major complaint was the slow response time from the NTPC government regarding their complaints or requests. This was aggravated by the high number of inconsistencies in the responses that the citizens received.

New Taipei city government’s public cloud and service cloud, whose main architecture is built on top of the CityNext Big Data framework from Council member Microsoft’s Asia-Pacific Research & Development product team, comes with a sentiment analysis tool that enables the administration to use big data analytics to determine the general feedback and sentiment of citizens regarding government services. With sentiment analysis, NTPC officials can better understand the prevailing issues within their city and associate these with attached geographical information.