Innovating Public Services in Smart Cities

BY

Dr. Saeed K Al Dhaheri

Chairman, SmartWorld

@DDSaeed

Gulf Science Symposium: Smart Cities, Masdar City, 26-27 March 2017

Agenda

• Why we need to innovate public services?

• Core principles to improve public services

• Defining smart cities

• What is smart public services

• Policies to support innovation and entrepreneurship in cities

• Enabling innovation in smart cities

• Smart services: innovative examples

• Open data portals to stimulate civic innovations

• challenges

Why we need to innovate public services?

“A smart city is equally driven by its citizens”

• Citizens are now well educated, well informed, well connected -- < demanding better services

• IT consumerization ---< Rising citizens expectations

• people wants some control & active participation

• people wants differentiated & personalized services ( according to user profile, preference, usage,,,etc

• people wants high quality interactions

“…. What they demand and expect is smart city services”

A need for Public Private People Partnerships (PPPP)

Core principles to improve public service

PwC Core principles to improve public services• Listening to your customers• Breaking down the “silos”• Enabling multi-channel services• Cont. Improvement through customer feedback• Setting customer-centric standards

Have the potential to improve citizens level of happiness and satisfaction

Defining Smart Cities: ITU Definition

• “A smart sustainable city is an innovative city that usesinformation and communication technologies (ICTs) and other means to improve quality of life, efficiency of urban operation and services, and competitiveness, while ensuring that it meets the needs of present and future generations with respect to economic, social and environmental aspects”.

• Key attributes:

• Sustainability

• Quality of life

• “Smartness” or Intelligence

SSC dimension

ICT

Environmental sustainability

Productivity

Quality of life

Equity and social inclusion

Physical infrastructure

ITU SSC KPIs aligned with UN Habitat dimension

People Living

Governance

Environment

Mobility

Urban Dimensions

Economy

objective: Smart Cities are developed to provide an efficient, safer and happier life for its citizens

What is Smart public services

• Smart means:

• Using smart phone technologies

(GPS, Camera, NFC, sound, other sensors,,etc)

• Using new technologies such as IoT to create/improve services

• Connects to the internet (3G/4G, Wifi, LoRA,,etc)

• Encourage citizens engagement and participation

Policies to support innovation and entrepreneurship in cities

• CITIE framework

• Assessing how well policies supporting innovation and

Entrepreneurship

• 3 dimensions and 9 policy areas

• City as a customer policy lever

• Use hackathons to stimulate innovative ideas from city data

• Use challenge prizes to procure innovative ideas

• Policies to allow data driven innovation to flourish

Accenture citie report 2015

Enabling Innovation in smart services

• Co-creation

• Crowdsourcing

• Open data portals

Technologies to enable innovative smart services

• Smart and mobile devices

• Cloud computing

• Big Data analytics

• IoT

• AI

• Smart city platform

IoT powered smart services

• More than 1.6 billion sensors will be installed in smart city projects in 2016 and will reach 21 billion by 2020 [Gartner]

• Internet traffic from one house in 2020 will be equivalent to all internet traffic in 2008 [Cisco]

• Sensors everywhere: roads, buildings, homes, cars, street lamps, energy meters, wearable devices

• People as “sensors” concept (mobile crowd sensing)

• Example: noise pollution monitoring by citizens

• Applications: smart mobility, smart buildings, smart homes, smart energy, smart health, smart environment

Example: The UAE has developed happiness factory initiative

• Initiative in 2017: under The Emirates Programme for Excellence

in Government Services

• how to deliver innovative, customer centric services to enhance people’s lives

• Gov appointed Chief Happiness and Positivity Officers

• Initiative to support federal agencies design and deploy their services

• insure proper linkage between smart city services and federal services

• Idea --< prototype --< develop service –< deploy –< review

• Customers engaged throughout the process

• In line with top private-sector best practices

• Customer journey mapping , Touchpoint analysis

• Multichannel service design

government services bundles• Having a new baby• Looking for a job• Applying for scholarships abroad• Pensions• Getting Married• Arriving to work in the UAE• Running a business• Dealing with Emergencies

Example: Dubai Smart City Initiative (Smart Dubai) Adopting a Unique Approach

©2015 Smartworld. All rights reserved. 12

To be the “smartest” city in the world

To be the happiest city in the world

Encourge collaboration between the public and private sectors to achieve targets in six ‘smart’ focus areas:smart living, smart transportation, smart

society, smart economy, smart governance and smart environment.

Dubai Smart City Strategy

PrinciplesCommunication, Integration, and

Collaboration

Vision

Source: Dubai Plan 2021 website

Dubai Happiness Meter

Example: Dubai Smart city Customer Experience Lab CX-Lab

• Customer-Centred Design: provide efficient and satisfying customers experience

• Discover –< Design --< Evaluate --< Support• CX Lab is used for collecting feedback on the type and level of

services needed by customers of different cultures and languages

• Dubai now app: The first true government service hub,bringing over 50 government services in a single customertouchpoint across all channels

Customer engagement workshop

Example: Bristol Smart city service to monitor the health and well-being of people at home

• Bristol is the leading UK Smart City

• SPHERE project (Sensor Platform for Health care in a Residential Environment),

• develop home sensor systems to monitor the health and wellbeing of the people living at home

• An example of SPHERE’s home sensor system could be to detect an overnight stroke or mini-stroke on waking

• Consortium led by University of Bristol, and Bristol city council, IBM, Toshiba and others

Smart Cities Open data portals to stimulate civic innovation

• Data is valuable assets

• Data may create new services & Businesses

• Data increases efficiency of gov Processes

• Open data brings innovations & Interactions between cities and people

• Cities provide city-service development

• kits (e.g, Helsinki – CitySDK project)

Smart Cities Open data portals to stimulate civic innovation

Example: Smart Cities Open data portals to stimulate civic innovation

Crowdsourcing example: Madame Mayor, I have an idea

• Paris has set up the participatory budgeting scheme,‘Madame Mayor, I have an idea’ • Enable citizens to vote on their preferred projects• Allocating 500 million Euro to projects proposed by

Citizens between 2014 – 2020• Citizens vote on ideas proposed• The pilot phase in 2014 received over 5,000 proposals, and

over 40,000 people voted on 15 proposals put forward by the City Council• Last month, over 158,000 people voted in the latest round • Popular projects include setting up recycling stations, gardens in schools

and co-working spaces for students and entrepreneurs.

Crowdsourcing example: New York city atlas

Allows citizens to provide ideas about projects and events and also provide information about what projects happening in the cityResources, people, Lab

Crowdsourcing example: MBR Smart Majlis

• People submitting ideas for Dubai through the Majlis app• More than 35000 idea received in 2016

Challenges

• Complex services requiring collaboration between multiple stakeholders

• Unwillingness to change structures, processes and behaviours

• Technological challenges

• Adopting cloud computing, big data analytics

• Integration challenges

• Cybersecurity