Citizens’ attention in Madrid City through the study of personalized records

Abstract

[EN] The datification of our daily lives in the Big Data era is producing a huge amount of information about processes and activities that were previously invisible or at least difficult to grasp, leading to new opportunities and challenges for analysis. Examples of some data available are the tens of million of Personalized Attention Records that can be downloaded from the open data portal offered by the local government of Madrid City. These records become a sort of counterpart from the call receiver’s perspective of the Call Detail Records produced by telecom providers. They are stored as a result of a front office tool retaining some information from a range of different communication channels to manage the interaction with users. The paper explores the data contained on these Personalized Attention Records to help improve customer attention services. It emphasizes the study of the topics that concern the citizens and the different channels dealing with the services, using Natural Language Processing and other tools.