Smart Cities Maturity Model

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SMART CITIES MATURITY MODEL Reproduced from BSI Smart Cities Standard PD8100:2015 - Smart Cities Overview

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COMPONENT PAS 181 Ref SUMMARY CHARACTERISTICS CAPABILITY ASSESSMENT 1. LAGGING 4. PROGRESSIVE 5. EXCELLING Leadership environment A B1 B3 B8 D Providing a strong city leadership network that advocates a common vision operates as an effective leadership team role-models the desired style sets priorities creates and maintains a coherent roadmap and ensures city success. No recognized public leaders. Little/no community leadership. No stated or implicit vision. Unclear future ambitions. No clear priorities or targets. Fragmented decision-making. Any plan is steered externally. City leader known but low in profile. Internally developed vision. Internally driven priorities. Basic promotion of vision and priorities through website and printed media. Recognised leader high in profile. Vision established collaboratively with other city leaders. Consultation on city priorities. Action plan including SMART targets to deliver priorities co-created by city leaders. Clear vision owned by society. Smart plan established. Priorities clearly influenced by external city-customer consultation. Actions clearly allocated/owned by city leaders within respective organizations. Competent leadership network. Respected competent leaders … operate as a seamless team. Sustain leadership performance. Recognised as leader in smart city. Collaborative informed decisions. An integrated roadmap … that is owned by all. 3. COMPETENT 2. DEVELOPING

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COMPONENT PAS 181 Ref SUMMARY CHARACTERISTICS CAPABILITY ASSESSMENT 1. LAGGING 4. PROGRESSIVE 5. EXCELLING 3. COMPETENT 2. DEVELOPING Customer/ stakeholder focus B9 B10 A city that is built around its citizens business community and visitors as key stakeholders / customers that truly understand them engages them effectively and proactively ensures their active contribution to progress. Census-only societal insight. Poor democratic processes. No customer engagement. Provider-led service design. Internal customer. No channel strategy and poor channel experience. Silo customer understanding. Customer is citizen cf business. Limited quality customer feedback opportunities. Reactive rather than proactive approach to customer needs. Multi-channel strategy in place. Segmentation of customer/ need. Multi-channel and cross-agency customer insight. Social data available externally via user-unfriendly portals. Engagement/ feedback at point of service delivery. Locally informed cross-agency and up-to-date customer insight. Data easily and freely available. Easy environment for visitors. Consistent cross-channel experience. Multiple citizen consultation opportunities. Whole view of customer. Dynamic customer insight. Active participation of society democratic/ service provision. Engage early and solve at source. Predictive service design. Better than private sector feedback.

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COMPONENT PAS 181 Ref SUMMARY CHARACTERISTICS CAPABILITY ASSESSMENT 1. LAGGING 4. PROGRESSIVE 5. EXCELLING 3. COMPETENT 2. DEVELOPING Service enablement B2 B3 B5 B7 Providing the enabling context for success: including policy planning common protocols means of collaboration capability/capacity management financing business models procurement processes and an underpinning operating model. Poor / short-term service planning approaches. Inconsistent policies. Poor crossagency / sector work. Limited use of standards. Unclear process ownership. Traditional procurement. Emerging integrated operating model and service strategies. Planning with “closed” consultation processes. Generally common approach to financial planning and reporting. Conventional business models. Identification of business process model and services architecture. Planning is cross ‑discipline and includes smart initiatives. Policies openly objectively challenge to improve services. Cross-city financial perspective. Strong citywide collaboration between public and private sectors. Pan-city accurate financial planning. Collaborative efficient procurement processes. Some common services especially in back office and customer ‑facing. Clear aligned progressive policies. Open visualization of city plans. Leader in standards and protocols. Multiple innovative business models. Always challenging ways of working. Excellent cross-city talent management. Consistent applied operating model.

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COMPONENT PAS 181 Ref SUMMARY CHARACTERISTICS CAPABILITY ASSESSMENT 1. LAGGING 4. PROGRESSIVE 5. EXCELLING 3. COMPETENT 2. DEVELOPING Service delivery Offering and managing quality services to city stakeholders through direct or indirect means. Poor service communication. Inefficient service delivery. Service performance is poor. Services delivered in silos. Poor integration between public and private service providers. Customer feedback not sought. Integrated service delivery strategy and roadmap in place. Services still silo delivered. Generally negative customer feedback and low engagement. Standards/ compliance- based approach to service delivery. Service integration patchy across city. Service quality average to good inconsistent but improving. Self-help opportunities introduced in key service areas. Customer feedback mixed. Some integration across sectors with clear focus on developing further. Strong integration across services within delivery organizations. Multiple self-help opportunities. integrated multichannel service flow. Positive customer feedback. Majority of services shared with integrated cross-sector model. Communities proactively involved in resource management initiatives. Inter Nationally recognised leader in visitor service experience. Outcomes achieved/ exceeded.

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COMPONENT PAS 181 Ref SUMMARY CHARACTERISTICS CAPABILITY ASSESSMENT 1. LAGGING 4. PROGRESSIVE 5. EXCELLING 3. COMPETENT 2. DEVELOPING Digital asset management B6 B13 B14 B11 B12 Exploiting the power of data sharing and modern technologies e.g. social media analytics mobile cloud sensors through investment in and management of digital assets including respect of privacy and digital abilities. Ageing technical infrastructure. IT seen as cost by leaders. Silo IT decisions and IT management. No clear ICT strategy or plan. No data or information strategy. Low use of cloud or mobility. Poor control of ICT budget. Technology strategy unclear. IT director is member of executive. Big/open data pilots in place. Hackathons in mind. Limited use of social media in service delivery. Closed view of data security. Citywide technology strategy adopted and implemented. Competent city technology architecture. Data strategy in development. Open/big data programme. Social media/ cloud experiments Emphasis on open data through user-friendly interfaces open by default. Real-time service oversight. Information management policy in place. Data and Information audits normal. Innovative forecasting and data analytics projects. Full understanding of city data value. Active sharing of data cross-sectors. Leading edge technologies in place. Common/ shared-use IT assets. Limited and reducing digital divide. Predictive analytics and visualization. Society-led informed security management.

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COMPONENT PAS 181 Ref SUMMARY CHARACTERISTICS CAPABILITY ASSESSMENT 1. LAGGING 4. PROGRESSIVE 5. EXCELLING 3. COMPETENT 2. DEVELOPING Physical asset management Inventorising and exploiting physical assets for multipurpose managing life-cycles and investments and integrating physical and digital assets complete capture and open sharing of asset information. Limited / finance-bias asset view. No cross-city asset overview. Silo asset ownership and management. Limited quality operational data. Reactive maintenance activities. Limited asset investment plans. Investment steered externally. Assets managed by asset class mostly in each department/ agency. Department-level asset strategy. Quality financial asset data. Responsive operational asset management. Emerging citywide asset register. Common crosscity asset data capture kept current. Asset strategy embedded in all public/ private owners/ operators. Pan-service investment planning. Focused management of critical infrastructure/ assets. Asset data opened across service providers to enhance services. Elegant joint public/private investment and business models. New business models using asset data with private service providers. Predictive critical asset management. Strategic view of publicly owned and citywide assets. Informed asset investment portfolio planning and decisions based on quality asset performance data. Real-time e.g. sensors asset management supports integrated service delivery.

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COMPONENT PAS 181 Ref SUMMARY CHARACTERISTICS CAPABILITY ASSESSMENT 1. LAGGING 4. PROGRESSIVE 5. EXCELLING 3. COMPETENT 2. DEVELOPING Performance management C Setting appropriate goals and targets establishing measures and monitoring practices ensuring a performance culture predictive use of data robust public value measurement open reporting of value to stakeholders. No or unclear goals and targets. No clear cascade of measures. Limited/no measures that are professionally managed. Tactical silo reporting. Poor performance incentives. No culture of performance. Goals and targets focused on inputs cf citywide outcomes. Mixed performance culture. Closed service-based reporting. Business case and performance not adequately linked. Limited service reviews/audits. Open service-based reporting. Little citywide agreement on measures and targets. Clear metrics cascade in place within service domains. Performance culture programme in most city organizations. Citywide agreement on SMART targets focused on agreed priorities. Innovative performance- based business models. Near real-time mayor’s dashboard. Opening up for public transparency. Forecasting exploiting quality data. Open transparent accessible metrics. Effectively incentivized performance. Wide stakeholder involvement in city performance monitoring process ... with appropriate city response. Customer- outcome-value managed city services.

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Unfolding provides independent Digital Transformation and Innovation Strategy for organisations teams and cities. CHRISDYMOND UNFOLDING.CO.UK

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