[GP1] Guiding Principles

1. [GP1] Guiding Principles Business management Service management [B1] Vision for Transformation [B 10] Roadmap for Transformation [S1] Stakeholder empowerment [S4] Channel Management Framework [B2] Program Leadership Benefit Realization [B3] Transformational Operating Model [S5] Channel Mapping [B4] Franchise Marketplace [S2] Brand-led service delivery [BR1] Business Case [B5] Stakeholder collaboration Strategic Clarity Leadership Skills [B6] Policy Product Management Stakeholder Engagement User Focus Supplier Partnership [BR2] Benefits Mapping [BR4] Benefits delivery [BR3] Benefits Tracking [S6] Channel Transformation [S3] Customer Identity management [B7] Supplier partnership Achievable Delivery Future Proofing Benefit Realisation [B8] Skills [BR5] Benefits Reviews [B9] Common Terminology and Reference Model Technology and digital asset management [T2] Technology Development and Management [T1] Digital Asset Mapping and Management Key cross-government governance and delivery processes [CSF1] Critical Success Factors

2. Where cities have come from Citizen Business Impact: Customer delivery • Unconnected • Not customer-focused • Inefficient Telecommunications Education and training Transport Health Energy Waste Water Policing & emergency response Finance and economy Services • Closed systems, not open to externally-led innovation • No ability to drive cross-system innovation • No ability to drive government-scale change at speed Environmental services Housing Social services Data Technology and infrastructure

3. Where smart cities are going Citizen Business Impact: • 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 City information marketplace Charities Social entrepreneurs Customer delivery Smarter and more citizen-centric services from “establishment” city delivery channels SMEs Citizens Start-ups Community groups Universities Services Environmental services Housing Social services Wholesale marketplace Retail marketplace Finance and economy Service management Telecommunications Education and training Transport Health Energy Waste Water Policing and emergency Integrated city-wide governance Internally-driven innovation Externally-driven innovation Business management Technology and digital asset management Data Technology and infrastructure

4. Customer Management Citizen Empowerment Framework Example: citizen monitors their own blood pressure at home and uploads it directly to their own health record Citizen uploads 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 service development process enabling citizens to prioritize resources and decide service levels Citizen-led service design Social crowd-funding Service Innovation Stakeholder-developed apps Example: a charity takes online services from the government and embeds them in its own services to its users Example: government opens up its data, and an SME mashes it up with other data to create a new commercial service Citizen intermediaries Citizen-to-citizen services Example: citizens provide online ratings and quality assurance of schools and hospitals enabling more informed choice by others

5. Customer Management Citizen Empowerment Framework Citizen uploads • Public data partnership • Data management principles • Map of data assets • Roadmap for data opening • Demonstrators • Championship Citizen-led service design Social crowd-funding • Service-oriented architecture • Open data standards • Common taxonomies • Web APIs Service innovation • Clear policy-framework • Plug and play business models • Data modelling and app development tools • Pump-priming Stakeholder developed apps Citizen intermediaries Citizen-to-citizen services

6. Business management Service management Guiding Principles Benefit Realisation Technology and digital asset management Critical Success Factors

7. Business management Service management Guiding Principles [GP1] Guiding Principles Benefit Realisation Technology and digital asset management Critical Success Factors

8. Guiding Principles Business management Business management Service management Service management Benefit Realisation [B2] Program Leadership Critical Success Factors Guiding Principles Technology and digital asset management Technology and digital asset management Benefit Realisation [B1] Vision for Transformation Critical Success Factors

9. Guiding Principles Business management Business management Service management Service management Benefit Realisation [B3] Transformational Operating Model Critical Success Factors Guiding Principles Technology and digital asset management Technology and digital asset management Benefit Realisation [B4] Franchise Marketplace Critical Success Factors

10. Guiding Principles Business management Business management Service management Service management Benefit Realisation [B5] Stakeholder Collaboration Critical Success Factors Guiding Principles Technology and digital asset management Technology and digital asset management Benefit Realisation [B6] Policy Product Management Critical Success Factors

11. Guiding Principles Business management Business management Service management Service management Benefit Realisation [B7] Supplier Partnership Critical Success Factors Guiding Principles Technology and digital asset management Technology and digital asset management Benefit Realisation [B8] Skills Critical Success Factors

12. Guiding Principles Business management Business management Service management Service management Benefit Realisation [B9] Common Terminology Critical Success Factors Guiding Principles Technology and digital asset management Technology and digital asset management Benefit Realisation [B10] Roadmap for Transformation Critical Success Factors

13. Business management Service management Guiding Principles Benefit Realisation [S1] Stakeholder Empowerment Technology and digital asset management Critical Success Factors

14. Business management Service management Guiding Principles Benefit Realisation [S2] Brand-led Service Delivery Technology and digital asset management Critical Success Factors

15. Business management Service management Guiding Principles Benefit Realisation [S3] ID/Privacy Management Technology and digital asset management Critical Success Factors

16. Business management Service management Guiding Principles Benefit Realisation [S4] Channel Management Technology and digital asset management Critical Success Factors

17. Service management Business management Guiding Principles Benefit Realisation [S5] Channel Mapping Technology and digital asset management Critical Success Factors

18. Business management Service management Guiding Principles Benefit Realisation [S6] Channel Transformation Technology and digital asset management Critical Success Factors

19. Business management Service management Guiding Principles Benefit Realisation [T1] Digital Asset Mapping and Management Technology and digital asset management Critical Success Factors

20. Business management Service management Guiding Principles Benefit Realisation [T2] Technology Development and Management Technology and digital asset management Critical Success Factors

21. Business management Service management Guiding Principles Benefit Realisation Technology and digital asset management [BR1] Business Case Critical Success Factors

22. Business management Service management Guiding Principles Benefit Realisation Technology and digital asset management [BR2] Benefits Mapping Critical Success Factors

23. Business management Service management Guiding Principles Benefit Realisation Technology and digital asset management [BR3] Benefits Tracking Critical Success Factors

24. Business management Service management Guiding Principles Benefit Realisation Technology and digital asset management [BR4] Benefits Delivery Critical Success Factors

25. Business management Service management Guiding Principles Benefit Realisation Technology and digital asset management [BR5] Benefits Reviews Critical Success Factors

26. Business management Service management Guiding Principles Benefit Realisation Technology and digital asset management Critical Success Factors [CSF1] Critical Success Factors