[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

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Tele

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mun

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ions

Pol

icin

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em

erge

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resp

onse

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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

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omy

Fina

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and

econ

omy

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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