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Consumer electronics may deliver more than consumer applications: Being as social problem solver and CRM promotor

The modern consumer electronics (CE) integrating the features of computer, communications equipment, and mobile handheld device is able to carry out a great amount of consumer applications for entertainment, online business, virtual-community activities, and so on. The modern CE successfully delivering consumer applications advances the operation of personal living affairs; on such basis, whether a powerful CE like a smartphone can contribute to other fields not just consumer applications is an interesting issue worthy of investigation. This paper presents a study focus on leveraging smartphone-supported functions to deal with social problems and to enhance governmental administration works. In order to practically invite stakeholder needs into designing a reasonable service model, a novel service innovation process, SIPSEV, is proposed for guiding the system implementations. Through the SIPSEV process, two prototypes ICT-enabled school bullying treatment (I-SBT) and intelligent National Park (I-NP) are built. The purpose of I-SBT is to provide an alternative SBT approach instead of the traditional ones that are getting invalid; the I-NP is an ICT-based service potential to improve the relationship between the visitors and the national park headquarters. The introduced conceptual approach with the shown prototypes indicates a reasonable ICT-mediated practice of shifting the paradigm of modern CE applications; furthermore, it also addresses a valuable research direction of inviting smartphone applications in conjunction with necessary ICT technologies to solve social problems and improve the performance of citizen relationship management.