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
[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

2. 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

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
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

4. 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

5. 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

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

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

8. [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

9. [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

10. [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

11. [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

12. [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

13. 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

14. 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

15. 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

16. 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

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

18. 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

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

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

21. 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

22. 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

23. 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

24. 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

25. 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

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