How smart is mobility in smart cities? An analysis of citizens' value perceptions through ICT applications

Urban mobility plays a key role in any modern society. The advent of digital platforms and dedicated mobile apps, as well as new business models based on the concept of access over ownership and sharing economy (sharing mobility and Mobility as a Service), promises to reshape this sector. It will facilitate and speed up the diffusion of more sustainable and efficient means of transportation based on an intermodal mobility management perspective. The main goal of this paper is to examine the current state of smart mobility together with those factors that may influence the extent of modern sharing mobility proliferation and penetration through ICT applications and social media. The authors applied the content analysis using a sample of more than 1000 citizens' and visitors' reviews published on the official digital platforms of the smart city of Milan. The paper includes a comparison with data drawn from the public urban mobility services users. Based on the nodes resulting from the content analysis, the STEEP method was adopted in order to apply a more complex perspective concerning social, technological, environmental, economic and political issues. This strategic analytical tool was combined with the SWOT analysis dimensions to provide a comprehensive practical contribution to modern municipal smart mobility management systems. The results highlight the need for both smart mobility solutions suppliers and institutions to properly understand and communicate how digital services can be implemented across different users' touchpoints and communication channels to increase the value-added provided to citizens and visitors alike.