This presentation was presented during the smart city symposium that was organized by the British Council at Masdar Institute between 26-27 March 2017. It highlights how smart cities initiatives innovating smart services and discusses the different approaches to innovating in public services including co-creation of services, crowdsouring, and the importance of open data portals. Examples from UAE and Dubai smart city as will as other innovative public services from around the world is highlighted.

1. 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

2. 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

3. 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)

4. 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

5. Defining Smart Cities: ITU Definition
• “A smart sustainable city is an innovative city that uses
information 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

6. 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

7. 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

8. Enabling Innovation in smart services
• Co-creation
• Crowdsourcing
• Open data portals

9. Technologies to enable innovative smart services
• Smart and mobile devices
• Cloud computing
• Big Data analytics
• IoT
• AI
• Smart city platform

10. 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

11. 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

12. 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
Principles
Communication, Integration, and
Collaboration
Vision
Source: Dubai Plan 2021 website
Dubai Happiness Meter

13. 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 customer
touchpoint across all channels
Customer engagement workshop

14. 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

15. 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)

16. Smart Cities Open data portals to stimulate civic
innovation

17. Example: Smart Cities Open data portals to stimulate
civic innovation

18. 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.

19. 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 city
Resources, people, Lab

20. Crowdsourcing example: MBR Smart Majlis
• People submitting ideas for Dubai through the Majlis app
• More than 35000 idea received in 2016

21. 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