Hello Jean-Pierre. In my view the following should be taken into consideration:
End 2 End customer experience
Availability of the different services
Secure particular in the area of personal data
Flexible consumption and therefore, billing
Friendly interface and easy usage
Hello Jean-Peirre, it depends what u want measure as part of customer experience. I have been doing the CEM analysis for the past 10 years for mobile operators, smarcity isn’t far from. they Are devices collecting user traffic, define the scenario(s) you need to analyse and from there you build the analysis. Let me know if you need more hints
I am not sure you will find a solid single framework for this—maybe it’s still too early in the evolution of this concept. I think I would differentiate between two types of customers of your platform, end-users (citizens) and solution providers (those creating smart apps etc). Using this, components or aspects which should be covered, I suggest, include: (I) customer = end-user: (a) direct measures: frequency, penetration and extend of usage of the platform (the more it is being used the better it is); straightforward and regular feedback by customers (maybe in form of an NPS?); (b) indirect measures: reduction of transaction costs (e.g., shorter waiting times and queues; reduced traffic congestion); higher efficiency of public asset utilization (e.g., public transport, libraries, parks); (II) customer = solution provider: number of solution providers (the more the better); response rate level of agility and speed of solution development (customer needs emerge ad hoc and require rapid responses). // Hope this helps. Keen to see what you may come up with!
Thanks Ivo. Have you checked this opportunity?
Hi Jean-Pierre—tx for your feedback. Yes I saw the opportunity and applied… (but was declined.) I never directly worked on a smart-city project but developed 5G strategies for a Telco (heavy on assessment of use-cases) and have been doing a lot of public sector work (including city planning / economic development) elsewhere. Obviously, the IoT aspects will bring a lot of change and opportunity to improve lives in this domain. Exciting field. I am watching this space with interest. From a method perspective let me add a couple ideas: In my work I found it very important to define precisely what 5G will bring (for the user experience); and then discuss how much each element might cost to install (service provider tech upgrade) and how much revenue one might associate with different tech scenarios (this is where the use cases are so important). We explored 20+ different use cases (many of which associated with cities!) which we managed to cluster into 5 different classes for each of which we were able to estimate tech upgrade costs as well as revenue potential and hence make some strategic trade-offs. This allowed the client to make choices where to focus for both capex as well as product development or strategic alliances with collaborators. Assuming this is how operators and infrastructure providers think, I suppose a successful smart city program would be well advised to develop and pursue a solid cluster strategy aligning interests of all parties, i.e. operators / service providers as well as product developers. As often in the public sector, markets easily fail when it comes to public goods, transparency of information and positive as well as negative externalities—that’s when sometimes a strong “visible hand” is required!! Anyways—let me know if you would like to see some more details on paper and I can pick some slides and send through. Best, ivo.
The satisfaction KPIs should be defined here first of all. Like - interface friendliness, ease of use, speed of response , sense of security, %% of needs satisfaction . There is not much personal data in IoT systems usually .
A good framework requires a clearly defined Citizen Service and Engagement Strategy.
Developed under citizens involvement.
This service strategy should be the basis of the Operating Model for the
citizen services. including: Channel strategy, Sourcing, Workforce management,
Digitisation, Customer Feedback Management, Continuous Process Improvement,
Vitally for a state of art management of the customer experience is a
single point of responsibility for the total process including Service Strategy
and Operating Model.
Basis for a top Customer Experience Management is an integrated IT-Platform
and Data Warehouse i. e as a basis for proactive services or predictive services
Thanks Patrick. We are looking for someone to become part of a Smart City rollout team. IoT and Smart City experience is required (as well as CEX design and management).
Well, it depends on what the goal is and what is the portfolio of services you offer.
Generally speaking, and considering CX and cost are major drivers for most setups, you want to measure customer satisfaction (usage, repeated tx, engagement) / TCO (upfront investment, variable cost). Then you need to define minimum level of customer satisfaction and/or maximum cost.
Once this is clear, you can derive a a second level and start defining IT, finance, operations, ... KPIs and frameworks as needed. Difficult to give a 1 solution fits all
I have been using a framework which has worked brilliantly (for me) to define digital strategies for many verticals.
First and foremost, we need to define “Smart Customer” (receiver/ giver) profile who would act as the core of the Smart City. Then, we step in the shoes of smart/ future customer to identify needs/ wants/ priorities aross various sectors like social, services, necessities, security (gdpr), convenience, etc. while identifying and assessing challenges for the current user journey (define - Customer strategy, Value proposition).
The next stage would define the future “Digital Journey” which would be the foundation of information, data, processes, experiences, etc. will work in Smart City. During this phase, the focus would be on simple and amazing experience, seamless data gathering, processing and adding value propositions back to the core engine for further inputs and outputs (define - Services and Data strategy).
The structure so formed should be self evolving, so solutions need to be “Sustainable"and “Carbon neutral” (Future proofing).
At the third stage we need to wear “Technologists Hat” and identify all the FutureTech solutions which will act as a key enabler to address these defined requirements across stated verticals (define - Solution Architecture, IT Strategy). We build secured prototypes and open connectors to connect with outside world (services, government bodies, etc.). We rigorously adopt a testing framework and exploit and rip apart the model to test the limits. We improve as we proceed. Once the model is water-tight, we define the Deployment (define - Release strategy) and Monitor and Control mechanisms (define - Risk & Governance plan)
Failures are inevitable, will happen. Success is to overcome them with minimal or no disruption in services. Hence a solid Risk/ Mitigation and Governance strategy is a key, which will define threshold limits, automated workflows and support team requirements.
Lastly, depending on the available budgets, project timelines, priorities the strategies and plan of actions so formed are executed, lessons learnt are documented, gaps and processes are addressed and improvised as they progress.
Happy to discuss more and contribute.
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