Citizen Centric Processes for sustainable public services

Thierry Holoffe, Managing Director, practice leader Sustainability

Apr 13, 2023 2

Agenda

1. The unstoppable migration2. The citizen expectations3. Public services (from stone age to 3.0)4. The smart city5. Some examples6. Technology, processes and governance7. Keys to success8. Q&A

Apr 13, 2023 3

The unstoppable migration (1)

• The world is undertaking the largest wave of urban growth in history, by 2050, global urban population will double (UN)

• And 70% of the total world population will live in a city compared to 50% today

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The unstoppable migration (2)

• Cities of the world are and will be facing urban growth challenges;

• To sustain this major demographic shift, they will need to behave differently, including sustainability in their DNA.

Apr 13, 2023 5

The citizen expectations (1)

• Citizens of the XXIst century pay ever raising taxes.

Apr 13, 2023 6

The citizen expectations (2)

• In exchange they expect to receive instantaneous and personalized services, in line with the political promises.

Apr 13, 2023 7

The citizen expectations (3)

• Moreover, citizens consider themselves as active components of their blocks, cities, regions and at a lower extend country;

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Public services (from stoneage to 3.0)

• 0 -> 1980: « stone age » public services (manual work, poor efficiency)

• 1980 -> 2000: IT as enabler for backend processes (increase internal automation, reduce errors, work faster)

• 2000 -> 2010: IT as enabler for better services to the citizens (e-gov services)

• 2010+: Reinforcement of e-gov services (first m-gov services, social network presence and citizens polls)

• 2015+: Personalized citizens’ services based on open standard, aggregation of open data and availability of public ICT platforms (m-gov apps)

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The Smart City (1)

• Citizen’s centric city where advanced ICT is used to leverage citizen participation for urban sensing by insuring constant exchange of information personalized to the citizen’s needs and preferences.

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The Smart City (2)

• Cities need to abandon the top-down approach and consider grassroots, bottom-up processes for sensing the dynamics of the city based on citizen’s participation.

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Some examples: Streetpage

• Streetpage has created a website for every street, including yours. Get in touch with your neighbours and make your daily life easier.

• Bottom-up citizen-centric social network

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Some examples: Fixmystreet

• Fixmystreet allows citizens to report infrastructure problems (streets, graffitis, parcs, …)

• Online follow-up available

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Some examples: Budget participatif (Paris)

• Le budget participatif propose aux Parisiens de décider de l'utilisation de 5 % du budget d'investissement, soit 426 millions d'euros entre 2014 et 2020.

Apr 13, 2023 14

Some examples: Smart Brussels

• Smart.brussels uses the IT levers of a smart city to promote the quality of life in the Brussels-Capital Region.

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Some examples: Smart Brussels

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Tech, processes & governance (1)

• To achieve the smart objectives, a city must:1. Rely on a robust and efficient ICT infrastructure;2. Operate interoperable (e)m-services platforms;3. Adapt its internal and external processes;4. Put in place the « Smart » governance.

Cloud

Big Data

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Tech, processes & governance (2)

1. Rely on a robust and efficient ICT infrastructure.

Apr 13, 2023 18

Tech, processes & governance (3)

2. Operate a (e)m-services platforms.

Apr 13, 2023 19

Tech, processes & governance (4)

3. Adapt its internal and external processes.

Apr 13, 2023 20

Tech, processes & governance (5)

4. Put in place the « Smart » governance.

Apr 13, 2023 21

Keys to success

Revised processesCoordinationICT infrastructureDigital inclusionOpen dataSecurityConfidentialityReportingSocial mediaPollingChange Management

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About US

Apr 13, 2023 23

Q&A

Thank You !

Apr 13, 2023 24

References

Citizen-centric Linked Data Apps for Smart Citieslink.springer.com/chapter/10.1007%2F978-3-319-03176-7_10#page-1

Citizen centric Smart Cities: M-Technology for realizing Smart Participatory Urban Sensing in E-Governmenthttp://www.ijitcs.com/volume%2012_No_1/Mohamed%20Salem.pdf

Modeling Citizen-centric Services in Smart Citieshttp://centres.smu.edu.sg/icity/modeling-citizen-centric-services-smart-cities/

Smart Brusselshttp://www.bric.irisnet.be/en/about-the-bric/smart-brussels-a-smart-city-strategy-for-the-brussels-capital-region?set_language=en

Smart Cities and CommunitiesThe European Innovation Partnership on Smart Cities and Communities http://ec.europa.eu/eip/smartcities/