Bianca Banica

Abstract
Engagement in the ongoing energy transition is particularly challenging for energy-poor citizens. As such, there is a pressing need for a better understanding of their experiences and for strategies that enable their engagement. In this study, we identify different groups of citizens based on their energy poverty issues and examine their engagement behaviors (seeking information, proactive managing, sharing feedback, helping others, and advocating). Using cluster analysis and multiple correspondence analysis, we analyzed a sample of 915 citizens from eight European cities participating in a Horizon2020 EU project (Alkmaar-NL, Bari-IT, Celje-SI, Evora-PT, Granada-ES, Hvidovre-DK, Ioannina-GR, & Uacute;jpest-HU). Several groups of citizens reported either multiple energy issues, a single issue (energy bills, insulation, cooling, heating), or no issues, and the statistical tests showed significant differences across these groups in terms of engagement in seeking information, helping, and advocating. Moreover, we identified that certain groups tend to have specific levels of engagement (high, medium, low) and that sharing feedback generally has a low level of engagement. Overall, this study provides empirical insights into how energy-poor citizens exercise agency through engagement behaviors and offers actionable insights for designing measures to mitigate energy poverty in complementarity with technical and economical solutions.

Abstract
Citizen engagement with Sustainable Energy Solutions (SES) is considered essential for the current energy transition, since decarbonization requires individuals to shift from passive consumers to citizens actively involved with the energy system. However, citizen engagement research has remained peripheral and scattered, particularly in what regards the drivers of engagement behaviors. To address this challenge, this study examines how different forms of perceived value of SES (utilitarian, social, and environmental) influence different types of citizen engagement behaviors (information seeking, proactive managing, sharing feedback, helping other users, and advocating). To this end, we developed a quantitative study in the context of a H2020 EU project, with a sample of 456 citizens from the city of Alkmaar (the Netherlands). Our findings show that the utilitarian value of SES has a significant effect on all the engagement behaviors, except for sharing feedback. Social value has a significant influence on the more socially related engagement behaviors, such as sharing feedback, helping other users, and advocating. Finally, environmental value has an indirect effect on information seeking, proactive managing, and advocating, but only when mediated through awareness of consequences. The implications of this study should allow SES providers to design more relevant offerings and policymakers to develop better citizen engagement strategies.

Abstract
In the technology enabled, competitive service environment, organizations try to innovate their service while redesigning their processes to increase efficiency. The present study is aimed at developing a design method that brings together, complementarily, constructs and approaches from two fields: Service Design, which offers a human-centered, holistic focus on creating novel services and Business Process Reengineering, mainly organizational, process redesign and process efficiency focused. The Service Design for Business Process Reengineering (SD4BPR) method was developed following a Design Science Research methodology and it was applied in a business environment for the improvement of the Pre-Sale processes of a software development company dedicated to the health area. The development of the method and its process of work are presented and discussed in order to show how SD4PBR can support the design of technology-enabled services while taking into consideration organizational issues and desired business efficiency.