Social Responses and Change Management Strategies in Smart City Transitions: A Socio-Demographic Perspective

Technological advancements alone, without addressing public responses to social changes cannot ensure inclusive and sustainable smart city transitions as cities and societies comprise diverse individuals and communities with varied socio-demographic backgrounds. Thus, this research investigates social responses to smart city transitions aiming to understand individuals’ social reactions to the changes across diverse socio-demographic profiles, and identify socio-demographic group-specific change management strategies to enhance public engagement and minimise resistance during the transition. Through a questionnaire survey using multivariate analysis, correlations between socio-demographic profiles and social reactions are identified. Age and frustration showed a positive correlation indicating that elderly individuals express greater concerns about unfamiliar smart technologies. Weak negative correlations emerged between income levels and transition-related stress including shock, frustration and depression. Significant differences were revealed between income groups (AUD 126,000+ and below AUD 90,000) associated with job security due to smart technologies and digital automation. Improving digital proficiency through free local government-led training, and reinforcing the benefits of digitally transformed urban environments through timely technical support were identified as the most essential change management strategies. Thus, this research will contribute to enabling local governments and policymakers to have practical insights in developing socially inclusive and community-centric transition plans with minimised social resistance.