Metaverse in Local Government Services: What is Next in Municipal Communication Platform Transformation?

55 Pages Posted: 27 Feb 2024

See all articles by Sajani Senadheera

Sajani Senadheera

Queensland University of Technology

Tan Yigitcanlar

Queensland University of Technology

Kevin Desouza

Queensland University of Technology

Yi Lut Li

City University of Hong Kong (CityU)

Juan Corchado

University of Salamanca

Karen Mossberger

Arizona State University (ASU) School of Public Affairs

Pauline Cheong

Arizona State University (ASU)

Abstract

The emergence of Metaverse has sparked new possibilities for many sectors, including public organisations. It is being increasingly adopted in planning, specifically for smart city actualisation, an immersive experience of the cityscape, real-time data stimulations via digital twins, and communication. Yet, there is limited research on city-scale Metaverse applications, mainly on how they promote tourism and decision-making based on three-dimensional visualisation. Even though Metaverse emerged as a gaming and social networking platform, its role in communication and service delivery in local governments is still at a stage of infancy. Hence, this study aims to consolidate the understanding of local governments’ transformation towards Metaverse and its role in communication and service delivery. Prior research, including grey literature, has been systematically reviewed under the PRISMA protocol and classified into five domains—i.e., adopted fields, benefits, communication strategy, challenges and future concerns, and implications. The findings revealed that: (a) Metaverse is presented as a service delivery platform for local governments; (b) A higher risk to privacy and security arises due to Metaverse’s immersive nature; (c) Metaverse contributes to a further digital divide. The findings inform practitioners on the how, the why and for what purpose Metaverse could be integrated into local government services.

Keywords: Metaverse, local government, communication platform, Web 3, public service delivery

Suggested Citation

Senadheera, Sajani and Yigitcanlar, Tan and Desouza, Kevin and Li, Yi Lut and Corchado, Juan and Mossberger, Karen and Cheong, Pauline, Metaverse in Local Government Services: What is Next in Municipal Communication Platform Transformation?. Available at SSRN: https://ssrn.com/abstract=4739820 or http://dx.doi.org/10.2139/ssrn.4739820

Sajani Senadheera

Queensland University of Technology ( email )

2 George Street
Brisbane, 4000
Australia

Tan Yigitcanlar (Contact Author)

Queensland University of Technology ( email )

2 George Street
Brisbane, Queensland 4000
Australia

Kevin Desouza

Queensland University of Technology

2 George Street
Brisbane, 4000
Australia

Yi Lut Li

City University of Hong Kong (CityU) ( email )

83 Tat Chee Avenue
Kowloon
Hong Kong

Juan Corchado

University of Salamanca ( email )

Campus Miguel de Unamuno
ES-37007 Salamanca, Salamanca 23007
Spain

Karen Mossberger

Arizona State University (ASU) School of Public Affairs ( email )

School of Public Affairs
411 N Central Ave Suite 450
Phoenix, AZ 85004
United States

Pauline Cheong

Arizona State University (ASU) ( email )

555 N Central Ave
Phoenix, AZ 85004
United States

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