[gp1] guiding principles
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[GP1] Guiding Principles
[CSF1]Critical Success Factors
Business management Service management
Technology and digital asset management
[B8] Skills
[B6] Policy Product Management
[B5] Stakeholder collaboration[S2] Brand-led service delivery
[S1] Stakeholder empowerment
[B2] Program Leadership
[B 1
0] R
oadm
ap fo
r Tra
nsfo
rmat
ion
[T2] Technology Development and Management
[B1] Vision for Transformation
[T1] Digital Asset Mapping and Management
[B7] Supplier partnership
[B3] Transformational Operating Model
[S3] Customer Identity management
[S4] Channel Management Framework
Key cross-government governance and delivery processes
[B4] Franchise Marketplace
[B9] Common Terminology and Reference Model
[S5] Channel Mapping
[S6] Channel Transformation
BenefitRealization
[BR3] Benefits Tracking
[BR2] Benefits Mapping
[BR1] Business Case
[BR5] Benefits Reviews
[BR4] Benefits delivery
LeadershipStrategic Clarity SkillsStakeholder Engagement User Focus Supplier Partnership
Achievable Delivery Future Proofing Benefit Realisation
Where cities have come from
Impact:
Data
Services
Customer delivery
Ene
rgy
Was
te
Edu
catio
n an
d tra
inin
gTr
ansp
ort
Hea
lthS
ocia
l ser
vice
sH
ousi
ngE
nviro
nmen
tal s
ervi
ces
Tele
com
mun
icat
ions
Pol
icin
g &
em
erge
ncy
resp
onse
Wat
er
Citizen Business
• Closed systems, not open to externally-led innovation
• No ability to drive cross-system innovation
• No ability to drive government-scale change at speed
• Unconnected• Not customer-focused• Inefficient
Technology and infrastructure
Fina
nce
and
econ
omy
Fina
nce
and
econ
omy
Ene
rgy
Was
te
Edu
catio
n an
d tra
inin
gTr
ansp
ort
Hea
lthS
ocia
l ser
vice
sH
ousi
ngE
nviro
nmen
tal s
ervi
ces
Tele
com
mun
icat
ions
Pol
icin
g an
d em
erge
ncy
Wat
er
Where smart cities are going
Data
Customer delivery
Integrated city-wide governance
Citizen Business
Services
City information marketplace
Wholesale marketplace Retail marketplace
Smarter and more citizen-
centric services from
“establishment” city delivery
channels
SMEs
Social entrepreneurs
Community groups
Charities
Citizens
Start-ups
Universities
Technology and digital asset management
Business management
Service management
• Public data unlocked from individual silos
• Logical separation of data, service and customer delivery layers
• Externally-driven innovation:
‒ Enablement of new marketplace for public information and services
‒ Citizens, SMEs and social entrepreneurs enabled to co-create public services and create new value with public data
• Internally-driven innovation:
‒ Improved and integrated service delivery
‒ Resource optimization
• Ability to drive government-wide change at speed
Impact:
Technology and infrastructure
Customer Management
Citizen Empowerment Framework
Example: citizen monitors their own blood pressure at home and uploads it directly to their own health record
Example: government opens up service development
process enabling citizens to prioritize resources and decide
service levels
Example: a charity takes online services from the
government and embeds them in its own services to its users
Example: citizens provide online ratings and quality assurance of schools and hospitals enabling more informed choice by others
Citizen-to-citizen
services
ServiceInnovation
Citizen-led service design
Citizen uploads
Stakeholder-developed
apps
Example: a city uses social media to tap into citizen and business funding for a public-private-partnership to improve digital connectivity
Example: government opens up its data, and an SME mashes it up with other data to create a new commercial service
Citizenintermediaries
Social crowd-funding
Customer Management
Citizen Empowerment Framework
Citizen-to-citizen
services
Serviceinnovation
Citizen-led service design
Citizen uploads
Social crowd-funding
Stakeholder developed
apps
Citizenintermediaries
Internal culture change
Open data platform Enabling market demand
• Public data partnership
• Data management principles
• Map of data assets• Roadmap for data
opening• Demonstrators• Championship
• Service-oriented architecture
• Open data standards• Common
taxonomies• Web APIs
• Clear policy-framework
• Plug and play business models
• Data modelling and app development tools
• Pump-priming
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[GP1] Guiding Principles
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B1] Vision for Transformation
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B2] Program Leadership
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B4] Franchise Marketplace
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B3] Transformational Operating Model
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B6] Policy Product Management
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B5] Stakeholder Collaboration
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B8] Skills
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B7] Supplier Partnership
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B10] Roadmap for Transformation
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management
Service management
Technology and digital asset management
[B9] Common Terminology
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S1] Stakeholder Empowerment
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S2] Brand-led Service Delivery
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S3] ID/Privacy Management
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S4] Channel Management
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S5] Channel Mapping
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S6] Channel Transformation
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[T1] Digital Asset Mapping and Management
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[T2] Technology Development and Management
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR1]
Business Case
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR2]
Benefits Mapping
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR3]
Benefits Tracking
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR4]
Benefits Delivery
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR5]
Benefits Reviews
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[CSF1] Critical Success Factors
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