**This article is written by Natalia Grau, Marketing Manager at Citibeats
**

To generate innovative solutions that respond to social needs, we need to know the needs of citizens.

To structure needs from a policymaking standpoint, the concerns of those same individuals and their perceptions with respect to reality must be considered. Countless real-world cases prove that "perception is reality". Understanding what these perceptions are is therefore indispensable.

In the current context of a pandemic — which has unleashed a global health and economic crisis — listening to and having a better understanding of public sentiment and perception has immense value for governments, development agencies, organisations, and companies in the decision-making process.

This concept is inspired the CivicLytics project. Conducted as a joint collaboration between the IDB Group and Citibeats, a “citizen observatory” was established in Latin America and the Caribbean to learn and make sense of real-time commentary that is being constantly disseminated on social channels (such as Twitter) and other online platforms.

These data not only inform policymaking, but also allow for adjustments to initiatives that serve as interventions to impending issues being communicated en masse.

In order to listen to the maximum number of perspectives about this crisis, the big data of opinions is processed and analysed using artificial intelligence algorithms. The data is structured into categories that facilitate solutions to the most essential civic needs: to feel safe, respected, visible and confident.

What these countries have in common is that they invested the most in cash transfers and delayed payment of supplies for the most disadvantaged families

Here are some of the most important discoveries made during the first 4 months of Covid-19 as a result of this project:

Gender gap marked by social isolation:

Women talk about hygiene measures and social isolation 133% more than men. Women have 2 main concerns:

• Confinement increases the risk of gender-based violence for many women

• Men respect isolation less than women

Cash transfers and delayed payment for supplies could have prevented famine:

A few days after the Covid-19 quarantine declarations, thousands of testimonies of extreme poverty and hunger began to emerge, between 16 March and 1 April. Families in the region declared that they only had between 2 and 3 weeks of savings on which to survive. On 12 April, 2020, CivicLytics detected a 350% increase in famine testimonies in Venezuela shortly after the announcement of a 30-day quarantine.

The summer hit Central America with a peak in poverty, which was followed by a peak in hunger a few weeks later. The countries of the region implemented ambitious food distribution policies, which were not enough to prevent famine in the region. The only countries that did not express high levels of health insecurity through the networks were Mexico, El Salvador and Costa Rica. What these countries have in common is that they invested the most in cash transfers and delayed payment of supplies for the most disadvantaged families.

Growing support of local businesses to increased support of black-owned businesses:

Throughout the quarantine, many people had been motivating their fellow citizens to support neighborhood businesses in order to boost the local economy. Then came the Black Lives Matter campaign, which made a great media impact throughout Latin America and the Caribbean, and prompted increased support in black-owned businesses.

Confinement triggers mental health problems:

Sudden peaks of anxiety were detected at the moment in which the quarantine measures were decreed. A second anxiety spike occurred in late June, when mobility restrictions were lowered. Citizens expressed fear of seeing other people and difficulty being in a group.

The economic security of households and the economic security of businesses sparked different kinds of conversations:

In Chile, withdrawal of private pension funds (AFP) generated doubts and debate.In Paraguay, comments revolved around the lack of solvency and financial exclusion.In Uruguay, there was greater focus on the lack of employment and internships for young people. In Argentina, citizens expressed concern about debt and inflation.

Perception generates reality: Why is it relevant to understand perceptions ahead of time?

People perceived a shortage of food. This perception was reported massively and instantly by social networks, which caused the emptying of supermarkets. Understanding these information networks, also generated in times of emergency, helps to contain the negative impacts of this perception.

Citibeats, as the winning platform of the United Nations World Summit Award, has an algorithm with Ethical Artificial Intelligence based on the analysis of social data that helps public and private administrations to understand the real needs of citizens in order to make informed decisions.

Knowing what concerns citizens helps us to be one step ahead, improving the coordination of actions of the government, the private sector, and citizens. These trends can be very useful for measuring the impact of public policies, identifying needs, narratives and opportunities.— Natalia Grau

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