The service design plan for digital municipality technology: a case study of the relationship between Yangon city’s municipal and the residents

In November 2023, Yangon municipal authorities launched the "My City App" to enhance resident interaction with municipal services and streamline administrative processes. This study aimed to comprehensively analyze the app's user experience, technical performance, and resident preferences, using service design principles combined with citizen-centric innovation and digital transformation tools. The primary research questions focused on assessing how well the app meets residents' unique needs, identifying components that enhance its usability and efficacy, and determining how its technical performance could be improved. The research employed methods such as observation, key informant interviews, and purposive sampling to gather data. It aimed to provide policymakers and municipal service designers with insights into the app's effectiveness and potential areas for enhancement. The study investigated various aspects, including demographic characteristics, resident needs, visual and environmental influences, interactions with the My City App, pain points in city management services, and resident gain points. Findings highlighted the importance of digital transformation, community empowerment, and environmental stewardship. Key recommendations included enhancing communication, streamlining service delivery, promoting data-driven decision-making, empowering residents, facilitating feedback mechanisms, and promoting education and awareness. These recommendations addressed resident needs, resolved pain points, and fostered a more responsive and efficient municipal service delivery system in Yangon. By understanding and addressing these areas, the study sought to improve the overall effectiveness and user satisfaction of the "My City App," ultimately contributing to better municipal service management and delivery.