European Service and Function Lists produced by the Smart Cities project were launched and demonstrated at the project's Conference in Brussels on 14 September 2011 as part of the esd-toolkit.eu website.

This report shows how cities can use customer profiling and activity based costing methods to better understand their customers, to successfully market to those customers, and to generate efficiencies by fully understanding the costs of service delivery.

Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but the Smart Cities approach starts with the user. This guide provides an introduction to the customer journey mapping (CJM) process, and explains how CJM fits into both customer insight and business process improvement approaches. It provides practical guidelines on how to make the most of CJM.

Now that in ten locations the outdoor-info-terminals have been equipped with bluetooth-technology, BIS Bremerhaven will begin with the user survey resp. the testing of the terminal architecture, the contents and especially the handling of the bluetooth services at the centrally located terminal location „Hafeninsel“. It is important that the test persons use their personal mobile phones.

The Smart Cities project is invited by the Council of European Municipalities and Regions to present the methodologies and cases developed during the past months. The council is interested in the experiences of the Smart Cities partners and the cases of service development, the work on Customer Insight, the EU service list and the Customer Contact Contres.