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

Where cities have come from Citizen Business Impact: Customer delivery Energy Waste Water Telecommunications Policing & emergency response Education and training Transport Health Social services Housing Environmental services Finance and economy Unconnected Not customer-focused Inefficient 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 Data Technology and infrastructure

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

Citizen Empowerment Framework 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 Service Innovation 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 Citizen intermediaries Social crowd-funding

Citizen Empowerment Framework Customer Management Citizen Empowerment Framework Internal culture change Open data platform Enabling market demand Citizen-to-citizen services Service innovation Citizen-led service design Citizen uploads Social crowd-funding Stakeholder developed apps Citizen intermediaries 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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