Page 1
[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
Page 2
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
Page 3
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
Page 4
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
Page 5
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
Page 6
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
Page 7
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[GP1] Guiding Principles
Page 8
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
Page 9
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
Page 10
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
Page 11
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
Page 12
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
Page 13
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S1] Stakeholder Empowerment
Page 14
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S2] Brand-led Service Delivery
Page 15
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S3] ID/Privacy Management
Page 16
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S4] Channel Management
Page 17
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S5] Channel Mapping
Page 18
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[S6] Channel Transformation
Page 19
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[T1] Digital Asset Mapping and Management
Page 20
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[T2] Technology Development and Management
Page 21
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR1]
Business Case
Page 22
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR2]
Benefits Mapping
Page 23
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR3]
Benefits Tracking
Page 24
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR4]
Benefits Delivery
Page 25
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management [BR5]
Benefits Reviews
Page 26
Critical Success Factors
Guiding Principles
Benefit Realisation
Business management Service management
Technology and digital asset management
[CSF1] Critical Success Factors