Using User Feedback to Measure the Social Impact of Urban Digital Services: A Case Study of the Unified Resident Card of Saint-Petersburg

The modern development of urban digital services greatly simplifies the interaction of citizens and authorities, making it urgent to find new approaches to analyze their effectiveness. The study examined user reviews of the Unified Map of St. Petersburg mobile application as a data source for evaluating the social effectiveness of electronic services. The main hypothesis is that user reviews are a significant indicator reflecting the satisfaction of citizens and the level of their involvement in the process of digital interaction. A parser was developed for the analysis, which collected more than 600 reviews from the Google Play Market platform. The collected data, which included text comments and user ratings, were processed, classified, and thematically modeled using the LDA (Latent Dirichlet Allocation) method. This allowed us to highlight key topics related to the functionality of the application, the quality of its implementation, the user-friendliness of the interface and user suggestions for its improvement. The analysis of user ratings revealed the most problematic and positive aspects of using the application. The official responses of the developers were also analyzed, which made it possible to assess the current level of feedback and interaction with citizens.