Citizen empowerment through smart surveillance: evidence from Indian smart cities

Purpose Citizens often perceive surveillance by government authorities as oppressive and, hence, demonstrate reluctance in value co-creation from such services. This study aims to investigate the challenges and benefits of citizen empowerment through technology-driven surveillance or “smart surveillance.” Design/methodology/approach Guided by Dynamic Capability theory, the authors conduct in-depth interviews with officers in-charge of surveillance in smart cities. Given the contemporary advancements, this approach allows a retrospective and real-time understanding of interviewees’ experiences with smart surveillance. Findings The authors develop five propositions for citizen empowerment through smart surveillance to summarize the findings of this study. Research limitations/implications This study advances the relevance of Dynamic Capability in public administration. Practical implications Smart city authorities and policymakers may leverage the insights provided in this study to design appropriate policies for smart surveillance. Originality/value The authors find that factors such as digital technology and infrastructure, information management, skill divide and perceived return on investment may influence citizen empowerment through smart surveillance.