How Smart Cities Use Technology to Improve Public Services
Introduction
Smart Cities are complex systems that face multiple challenges in providing quality public services to their residents. These challenges include growing population, urbanization, environmental degradation, social inequality, economic competitiveness, and public health crises. To address these challenges effectively and efficiently, cities need to adopt innovative approaches to governance that leverage technology to enhance service delivery, citizen participation, and public value creation. These approaches are collectively known as smart governance.
Smart governance is not only a matter of technology but also a matter of culture. It requires a shift in mindset from a top-down, bureaucratic, siloed approach to a bottom-up, networked, integrated system. It also requires a change in behavior from passive service recipients to active service co-producers. Smart governance empowers citizens to have a voice and a choice in how public services are designed and delivered.
There are many examples of smart governance initiatives around the world that demonstrate how technology can improve public services and enhance citizen satisfaction. For instance:
City Hall, Jung District, Seoul, source: wikipedia
In South Korea’s Seoul Metropolitan Government, citizens can use mobile applications to access various public services such as transportation information, parking reservation, emergency alerts, civil complaints, participatory budgeting, etc. The city also uses big data analytics to monitor urban issues such as traffic congestion, air quality, waste management, etc. The city has been recognized as one of the leading smart cities in Asia.
In Singapore8, citizens can use a single digital identity called SingPass to access over 1 000 online services from more than 250 government agencies. The city also uses sensors and cameras to collect real-time data on various aspects of urban life, such as mobility, energy, water, etc. The city uses this data to optimize service delivery, improve planning, and enhance security. The city has been ranked as the top smart city in the world by the IMD Smart City Index.
In Spain’s Barcelona, citizens can use a digital platform called Decidim to participate in the co-creation of public policies and projects. The city also uses Internet of Things (IoT) devices to connect various urban infrastructures such as street lights, parking meters, waste bins, etc. The city uses this data to reduce energy consumption, improve mobility, and promote sustainability. The European Commission has awarded the city the European Capital of Innovation.
The main objectives of this article are to:
Explain the principles and frameworks that guide smart governance in cities.
Explore the applications and case studies of smart governance in various domains of public services.
Identify the trends and future directions of smart governance in the post-pandemic era.
Smart Governance Principles and Frameworks
Principles
Smart governance is not a one-size-fits-all concept. It can vary depending on the context, objectives, and stakeholders involved. However, some common principles underpin smart governance in cities. These principles are:
Transparency: Public authorities should provide clear, timely, and accurate information about their policies, processes, and performance to the public. Transparency can enhance the trust, accountability, and legitimacy of public administration.
Accountability: This means that public authorities should be responsible for their actions and decisions and be subject to scrutiny and evaluation by the public. Accountability can improve the efficiency, effectiveness, and quality of public services.
Collaboration: Public authorities should collaborate with other public agencies, the private sector, civil society, and citizens to co-design and co-deliver public services. Collaboration can foster innovation, inclusion, and participation in public administration.
Participation means that public authorities should involve citizens in the decision-making and service delivery through various channels and mechanisms such as consultation, feedback, voting, etc. Participation can increase citizen satisfaction, empowerment, and ownership of public services.
Innovation means public authorities should adopt new technologies, methods, and practices to improve public services and address emerging challenges. Innovation can create value, solve problems, and generate opportunities for public administration.
These principles are not mutually exclusive but rather interrelated and complementary. They can be applied at different levels of governance, such as strategic, operational, and tactical. Various enablers, such as leadership, culture, skills, resources, etc., can also support them.
Frameworks
To operationalize these principles in practice, some frameworks and models can guide smart governance in cities. These frameworks and models provide a common language, vision, and roadmap for smart management. They also help to assess the current state and progress of smart government in cities. Some examples of these frameworks and models are:
The G20 Global Smart Cities Alliance: This initiative was launched by the G20 in 2019 to promote the responsible and ethical use of smart city technologies. The alliance has developed a set of policy roadmaps that cover 36 areas of smart city development, such as data governance, digital identity, cybersecurity, etc. The alliance aims to help cities adopt these roadmaps and share best practices.
The Smart City Governance Framework: This is a framework developed by the World Bank in 2020 to help cities design and implement smart city strategies. The framework comprises four dimensions: vision and leadership; institutions and regulations; financing and partnerships; and monitoring and evaluation. The framework provides a set of indicators and tools to measure and benchmark smart city performance.
The Smart City Maturity Model: This model was developed by the European Innovation Partnership on Smart Cities and Communities (EIP-SCC) in 2017 to help cities assess their level of smartness and identify areas for improvement. The model consists of five stages: exploring; enabling; performing; optimizing; and transforming. The model provides a set of criteria and questions to evaluate each step.
These frameworks and models are not prescriptive but rather indicative. They can be adapted and customized according to each city’s specific needs and contexts. They can also be complemented by other frameworks and models focusing on particular aspects or domains of smart governance.
The benefits of adopting these frameworks and models for smart governance are manifold. They can help cities to:
Align their vision and goals with global standards and best practices
Enhance their capacity and readiness for smart city development
Identify their strengths and weaknesses in smart city governance
Prioritize their actions and investments in smart city initiatives
Monitor their progress and impact on smart city outcomes
Learn from other cities’ experiences and challenges
However, there are also some challenges that cities may face when implementing these frameworks and models for smart governance. These challenges include:
Lack of political will and leadership to support smart city transformation
Resistance from institutional inertia and vested interests to change
Insufficient financial resources and human capital to invest in smart city technologies
Inadequate legal and regulatory frameworks to enable smart city innovation
Limited data availability and interoperability to support smart city decision-making
Ethical and social concerns about the implications of smart city technologies
These challenges require concerted efforts from all stakeholders involved in smart city governance to overcome them. They also need a holistic approach that balances the opportunities and risks of smart city technologies.
In the next section, we will explore how technology can enable smart governance in various domains of public services. We will also provide case studies of successful city smart governance projects.
Smart Governance Applications and Case Studies
Technology can enable smart governance in various domains of public services, such as health, education, transport, environment, security, and social welfare. Technology can help to improve the efficiency, effectiveness, quality, and accessibility of public services. Technology can also enhance the engagement, empowerment, and satisfaction of citizens. This section will explain how technology can enable smart governance in each domain and provide case studies of successful smart governance projects in different cities.
Health
Health is one of the most important and challenging domains of public services. Health involves providing preventive, curative, and palliative care to citizens. Fitness also involves managing health systems, facilities, resources, and personnel. Technology can enable smart governance in health by:
Improving health information systems and electronic health records to facilitate data collection, storage, sharing, and analysis
Enhancing telemedicine and remote care to increase access and convenience for patients and providers
Supporting disease surveillance and outbreak response to prevent and contain epidemics
Promoting health education and behavior change to improve health literacy and outcomes.
Empowering patients and caregivers to participate in health decision-making and service delivery
Some case studies of smart governance projects in health are:
In Estonia, citizens can use a digital platform called e-Health to access their health records, prescriptions, referrals, test results, etc. The platform allows health professionals to access patient data across different institutions and regions. The platform uses blockchain technology to ensure data security and integrity.
In India, citizens can use a mobile application called Aarogya Setu to track their exposure to COVID-19. The application uses Bluetooth and GPS to alert users if they have been in contact with an infected person. The application also provides self-assessment tools, guidelines, and helplines for users.
In Denmark, citizens can use a digital platform called Sundhed. to access various online health services such as booking appointments, ordering prescriptions, viewing test results, etc. The platform also provides health information and advice for users. The platform integrates data from different sources, such as hospitals, pharmacies, laboratories, etc.
Education
Education is another vital and complex domain of public services. Education involves providing formal and informal learning opportunities to citizens. Education also involves managing education systems, institutions, resources, and personnel. Technology can enable smart governance in education by:
Enhancing e-learning and blended learning to increase access and quality of education
Supporting personalized and adaptive learning to cater to the diverse needs and preferences of learners
Facilitating collaboration and communication among teachers, students, parents, and other stakeholders
Promoting lifelong learning and skills development to prepare citizens for the future
Empowering learners and educators to participate in education decision-making and service delivery
Some case studies of smart governance projects in education are:
In Finland, citizens can use a digital platform called Oma Opintopolku to access online education services such as applying for courses, enrolling in programs, viewing transcripts, etc. The platform also provides personalized guidance and support for users. The platform integrates data from different sources, such as schools, universities, libraries, etc.
In China, citizens can use a mobile application called DingTalk to access online education services such as attending classes, submitting assignments, taking tests, etc. The application also provides interactive features such as live chat, video conferencing, group discussion, etc. The application uses artificial intelligence to enhance teaching and learning.
In Brazil, citizens can use a digital platform called Escola Digital to access various online education resources such as courses, videos, games, books, etc. The platform also provides pedagogical tools and methodologies for teachers. The platform uses gamification and social media to engage learners.
Transport
Transport is another essential and dynamic domain of public services. Transport involves providing mobility options and infrastructure to citizens. Transport also involves managing transport systems, networks, resources, and personnel. Technology can enable smart governance in transport by:
Improving transport information systems and intelligent transport systems to facilitate data collection, analysis, and dissemination
Enhancing multimodal transport and mobility as a service to increase access and convenience for travelers
Supporting traffic management and congestion control to reduce travel time, cost, and emissions
Promoting sustainable transport and active mobility to improve health, environment, and livability
Empowering travelers and operators to participate in transport decision-making and service delivery
Some case studies of smart governance projects in transport are:
In Singapore, citizens can use a digital platform called MyTransport.SG to access various online transport services such as journey planning, bus arrival time, parking availability, traffic updates, etc. The platform also provides transport information and advice for users. The platform integrates data from different sources, such as public transport, road authorities, and parking operators.
In France, citizens can use a mobile application called Citymapper to access various online transport services such as multimodal journey planning, real-time transport information, ticketing, etc. The application also provides transport information and advice for users. The application uses artificial intelligence to optimize travel routes and modes.
In the Netherlands, citizens can use a digital platform called SmartwayZ.NL to access various online transport services such as mobility, smart parking, smart logistics, etc. The platform also provides transport information and advice for users. The platform uses the Internet of Things to connect transport infrastructures and vehicles.
Environment
The environment is another crucial and urgent domain of public services. Environment involves providing environmental protection and management to citizens. The climate also involves managing environmental systems, resources, and personnel. Technology can enable smart governance in the atmosphere by:
Improving environmental monitoring and reporting systems to facilitate data collection, analysis, and dissemination
Enhancing environmental management and conservation to increase the efficiency and effectiveness of environmental policies and actions
Supporting climate change mitigation and adaptation to reduce greenhouse gas emissions and increase resilience to climate impacts
Promoting environmental education and awareness to improve ecological literacy and behavior
Empowering citizens and stakeholders to participate in environmental decision-making and service delivery
Some case studies of smart governance projects in the environment are:
In the United Kingdom, citizens can use a digital platform called FloodRe to access various online services related to flood risk and insurance. The platform also provides flood information and advice for users. The platform uses big data analytics to assess flood risk and provide affordable insurance for high-risk properties.
In China, citizens can use a mobile application called Alipay Ant Forest to access various online services related to carbon footprint reduction and tree planting. The application also provides environmental information and advice for users. The application uses gamification and social media to motivate users to adopt low-carbon lifestyles and reward them with virtual trees that can be converted into real trees.
In Australia, citizens can use a digital platform called Reef Citizen Science Alliance to access various online services related to coral reef monitoring and conservation. The platform also provides environmental information and advice for users. The platform uses citizen science and crowdsourcing to engage users in collecting and sharing data on coral reef health and threats.
Security
Security is another vital and sensitive domain of public services. Security involves providing safety and protection to citizens. Security also consists in managing security systems, resources, and personnel. Technology can enable smart governance in security by:
Improving security information systems and surveillance systems to facilitate data collection, analysis, and dissemination
Enhancing security management and prevention to increase the efficiency and effectiveness of security policies and actions
Supporting emergency management and response to prevent and contain crises
Promoting security education and awareness to improve security literacy and behavior
Empowering citizens and stakeholders to participate in security decision-making and service delivery
Some case studies of smart governance projects in security are:
In the United States, citizens can use a digital platform called Nextdoor to access various online services related to neighborhood safety and security. The platform also provides security information and advice for users. The platform uses social media and geolocation to connect users with neighbors and local authorities.
In Israel, citizens can use a mobile application called Red Alert to access various online services related to rocket attacks and alerts. The application also provides security information and advice for users. The application uses real-time data from the Israel Defense Forces (IDF) to alert users of incoming rockets and provide guidance on how to seek shelter.
In Rwanda, citizens can use a digital platform called IremboGov to access various online services related to civil registration and identity verification. The platform also provides security information and advice for users. The platform uses biometric technology to provide citizens with secure and convenient identity verification.
Social Welfare
Social welfare is another important and diverse domain of public services. Social welfare involves providing social assistance and support to citizens. Social welfare also involves managing social welfare systems, resources, and personnel. Technology can enable smart governance in social welfare by:
Improving social welfare information systems and electronic colonial records to facilitate data collection, analysis, and dissemination
Enhancing social welfare management and delivery to increase access and quality of social welfare services
Supporting social inclusion and empowerment to reduce poverty, inequality, and vulnerability
Promoting social innovation and entrepreneurship to create social value and impact
Empowering citizens and stakeholders to participate in social welfare decision-making and service delivery
Some case studies of smart governance projects in social welfare are:
In Brazil, citizens can use a digital platform called Bolsa Familia to access various online services related to conditional cash transfers for low-income families. The platform also provides social welfare information and advice for users. The platform uses biometric technology to verify the identity of beneficiaries and monitor their compliance with the conditions.
In Kenya, citizens can use a mobile application called M-Pesa to access various online services related to mobile money transfers for financial inclusion. The application also provides social welfare information and advice for users. The application uses mobile technology to enable users to send and receive money using their phones.
In Canada, citizens can use a digital platform called My Service Canada Account (MSCA) to access various online services related to employment insurance, pensions, benefits, etc. The platform also provides social welfare information and advice for users. The platform uses artificial intelligence to provide personalized guidance and support for users.
In the next section, we will identify some emerging trends and future directions of smart governance in the post-pandemic era. We will also discuss some potential risks and challenges for smart government.
Smart Governance Trends and Future Directions
The COVID-19 pandemic has accelerated the adoption and innovation of smart governance in cities. The pandemic has also highlighted the importance and challenges of smart government in cities. This section will identify some emerging trends and opportunities for smart governance in the post-pandemic era. We will also discuss some potential risks and challenges for smart government.
Trends and Opportunities
Some of the emerging trends and opportunities for smart governance in the post-pandemic era are:
Digital Inclusion: This means that all citizens have access to and can benefit from smart city technologies and services. Digital inclusion can reduce the digital divide and enhance city social equity and justice. Digital inclusion can be achieved by providing all citizens with affordable and reliable internet connectivity, digital devices, digital skills, and digital literacy.
Data Sharing: Public authorities share data with other public agencies, the private sector, civil society, and citizens to improve decision-making and service delivery. Data sharing can increase transparency, accountability, collaboration, and participation in smart city governance. Data sharing can be enabled by creating common data standards, platforms, policies, and protocols.
Artificial Intelligence: Public authorities use artificial intelligence (AI) to augment human intelligence and capabilities in smart city governance. AI can improve the efficiency, effectiveness, quality, and accessibility of public services. AI can also help to address complex and uncertain challenges in cities. AI can be applied using machine learning, natural language processing, computer vision, etc.
Blockchain means public authorities use blockchain to create secure, decentralized records and transactions in smart city governance. Blockchain can enhance trust, accountability, collaboration, and participation in smart city governance. Blockchain can also help to prevent fraud, corruption, and cyberattacks in cities. Blockchain can be applied using distributed ledger technology, smart contracts, digital identity, etc.
Internet of Things means that public authorities use the Internet of Things (IoT) to connect physical and digital objects and systems in smart city governance. IoT can improve the monitoring, management, and optimization of urban infrastructures and services. IoT can also help to create new value propositions and business models in cities. IoT can be applied by using sensors, actuators, networks, etc.
These trends and opportunities can create new possibilities and benefits for smart governance in cities. They can also complement and reinforce each other to create synergies and innovations.
Risks and Challenges
Some of the potential risks and challenges for smart governance in the future are:
Cyberattacks: This means malicious actors exploit vulnerabilities in smart city technologies and systems to cause harm or disruption to public authorities, citizens, or services. Cyberattacks can compromise data security, privacy, and integrity. Cyberattacks can also damage physical infrastructures, services, and lives. Cyberattacks can be prevented by adopting robust cybersecurity measures like encryption, authentication, firewalls, etc.
Privacy Breaches: This means unauthorized or inappropriate access or use of personal or sensitive data collected or generated by smart city technologies and systems. Privacy breaches can violate data protection laws, rights, and expectations. Privacy breaches can also cause harm or distress to individuals or groups. Privacy breaches can be avoided by implementing data privacy measures, such as consent, anonymization, minimization, etc.
Ethical Dilemmas: Moral or social conflicts or controversies arising from the design or use of smart city technologies and systems. Ethical dilemmas can challenge the values, norms, and principles of public authorities, citizens, or society. Moral dilemmas can also create trade-offs or unintended consequences for individuals or groups. Ethical dilemmas can be resolved by applying ethical frameworks such as fairness, accountability, transparency, etc.
Digital Divide: This means unequal access or benefit from smart city technologies and services among different segments of society. The digital divide can exacerbate social exclusion, inequality, and city vulnerability. The digital divide can also undermine social cohesion, trust, and legitimacy in smart city governance. The digital range can be reduced by promoting digital inclusion measures, such as affordability, reliability, skills, literacy, etc.
These risks and challenges require careful consideration and mitigation from all stakeholders involved in smart city governance. They also need a balanced approach that weighs the costs and benefits of smart city technologies.
Conclusion
In this article, we have discussed how technology is changing the way we manage public services in cities. We have explained the principles and frameworks that guide smart governance in cities. We have explored the applications and case studies of smart management in various domains of public services. We have identified smart governance trends and future directions in the post-pandemic era. We have also discussed some of the potential risks and challenges for smart governance in the future.
We have shown that smart governance is not only a matter of technology but also a matter of culture. It requires a shift in mindset and behavior from public authorities and citizens. It also requires changing governance models and practices from public sources and other stakeholders.
We have argued that smart governance is important and beneficial for improving public services and citizen satisfaction. It can also help address the challenges and opportunities that cities face in the 21st century.
We have suggested that smart governance is more than just a one-size-fits-all concept. It can vary depending on the context, objectives, and stakeholders involved. It can also be adapted and customized according to each city’s specific needs and contexts.
We have concluded that smart governance is an ongoing and evolving process. It requires continuous learning and innovation from public authorities and other stakeholders. It also requires constant monitoring and evaluation of its impact and outcomes.
We hope this article has provided useful insights and information on city smart governance. We also hope this article has inspired you to learn more about smart management in cities and to participate in smart management in your city.
FAQs
Q: What is smart governance?
A: Smart governance is using innovative technologies by public authorities to improve decision-making processes and service delivery through better use of information.
Q: What are the principles of smart governance?
A: The principles of smart governance are transparency, accountability, collaboration, participation, and innovation.
Q: What are the frameworks and models of smart governance?
A: Some of the frameworks and models of smart governance are the G20 Global Smart Cities Alliance, the Smart City Governance Framework, and the Smart City Maturity Model.
Q: What are the domains and applications of smart governance?
A: Some of the domains and applications of smart governance are health, education, transport, environment, security, and social welfare.
Q: What are the trends and opportunities of smart governance?
A: Some trends and opportunities for smart governance are digital inclusion, data sharing, artificial intelligence, blockchain, and the Internet of Things.
Q: What are the risks and challenges of smart governance?
A: Some risks and challenges of smart governance are cyberattacks, privacy breaches, ethical dilemmas, and the digital divide.
Q: How can I participate in smart governance in my city?
A: You can participate in smart governance in your city by using online platforms and applications to access public services, provide feedback, vote, etc. You can also join online communities and networks to share ideas, experiences, and best practices on smart city development. You can also contact your local authorities and representatives to express your views and suggestions on smart city policies and projects.