Smart Cities Pilot - Local Government Business Model, including Smart Cities Services Catalogue - Porism
Standards that apply common naming conventions to the elements of public sector service delivery underpin service improvement work in the UK. This pilot extends this work to provide a more formal ontology supporting Customer Insight/Business Improvement and extends this model outside the UK.
The pilot will develop an ontology that describes the components of local service delivery in the public sector and relationships between them. The work will extend existing work with UK municipalities in defining services and how they are delivered.
It will model:
- life events, need and circumstance to provide a structured way of understanding customers and where services should be targeted
- the elements of service delivery, including delivery channels and generic processes involved in transacting a service.
A high level EU service list will be developed cross-referencing services delivered in each partner country to one another and to other parts of the model.
Standards that apply common naming conventions to the elements of public sector service delivery, underpin service improvement work in the UK where resources and metrics are shared and compared between municipalities and some other public sector bodies.
From 2002 a set of controlled lists has been established, published and maintained at www.esd.org.uk/standards. The What are all these lists? pages describe the lists and mappings between them. Central to the lists is the Local Government Services List (LGSL) which is used by the central government citizen portal (Directgov), the central government business portal (Business Link), in local authority web site CMSs and in many CRM systems.
LGBM will facilitate common referencing of the elements of service delivery and define relationships between those elements.
Benefits are:
- Ability to share resources between some 400 municipalities in the UK and many more overseas if they apply the model
- Ability to benchmark against like organisations to identify areas for potential improvement and possibilities to learn from other municipalities
- Reduced effort in creating and maintaining local indices (eg file plans, web site navigation structures, CRM process references) where resources are shared and validated against a common standard
- Ability to test and document relationships between elements of the model (e.g. propensity of different types of customer to use different channels and share the learning of others
The EU Service Catalogue will extend some of these benefits to other Smart Cities partners and form the basis of a possible EU standard service list.
| Attachment | Size |
|---|---|
| Project_Initiation_Document_WP2_Porism_Local_Government_Business_Model_AUG2010.pdf | 862.45 KB |