A Framework for adapting Digital Twin approaches for Knowledge Management in Public Services

Digital Twins are playing an increasingly important role in various industries. At the same time, there is a process of digital transformation across public services, the success of which is related to the quality of Knowledge Management in organizations. The study aims to understand how Digital Twin can enhance Knowledge Management in the Public Sector. Although Digital Twin has already demonstrated its potential in Smart Buildings, Cities, and Industries, there is a lack of results regarding its successful application in the Public Sector. To explore the potential of Digital Twin technologies for public services, this contribution offers an Integrative literature review and describes the creation of the Service Design in the project on Digital Twin of the Public Building. It was found, that only a few studies delve into the use of the Digital Twin in the Public Sector leaving a gap for Service Design with its consolidated methods and a Human-Centered approach. Therefore, this study proposes a new framework for building relationships between concepts of Knowledge Management in the Public sector, Digital twin, and Service design. The latter in a given system is necessary to create a dialogue between stakeholders, experiences, and interactions among them and technology.