navigating smart city...
TRANSCRIPT
Evolution of the Smart Customer in Smart
Cities
Navigating Smart City Initiatives
March 2015
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2For internal SAP and partner use only
Insights across 3 Decades of Urban Customer Engagements
Agenda
Evolving
Smart
Customer
1
2Case Studies
Questions
&
Discussions
4
Smart City
Solution
architecture
3
Agenda
Evolving
Smart
Customer
1
2Case Studies
Questions
&
Discussions
4
Smart City
Solution
architecture
3
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 5For internal SAP and partner use only
Personalization Learning Public Transport Deals Events
Evolving Smart CustomerThe City in Your Hand
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 6For internal SAP and partner use only
Citizen Services Issue Reporting Parking Policy Updates Facility Booking
Evolving Smart CustomerThe City in Your Hand
Agenda
Evolving
Smart
Customer
1
2Case Studies
Questions
&
Discussions
4
Smart City
Solution
architecture
3
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 8For internal SAP and partner use only
Auckland’s Journey to build the
world’s most liveable city
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 9For internal SAP and partner use only
Services we provide
Unitary Plan
Dog Registration
Liquor Licensing
Noise Control
Recreation, Community Centres
and Swimming Pools
Art Galleries, Zoo, Vector, Civic,
Mt Smart, Western Springs
(Regional Facilities Authority)
Regional and
Local Parks
Collecting refuse and
recycling
Testing Beach water and
cleaning up Stream pollution
Providing and maintaining
roads and footpaths
(except state highways)
Delivery of public transport (Bus, Rail, Ferry) and
building public transport infrastructure (train
stations & cycleways)
(Auckland Transport)
Street lighting
Housing for the elderly
(Auckland Council Property Ltd)
Cemeteries and
Crematoria
Major and Local Event
Management (ATEED)
Auckland Plan
Resource and Building
Consents
Food premise
Licensing
Auckland Design
Manual
Stormwater
Wynyard Quarter, Silo Park
Westhaven Marina, Queens
Wharf
(Waterfront Auckland)
Libraries and
Museums
Water and Wastewater
Infrastructure and Services
(Watercare)
Collection of
RatesCivil Defence
10
Customer Example – The City of Boston
The Beginning in 2011 to Monitor Performance
11
Customer Example – The City of Boston
Co-Innovation for Simplified User Experience
12
Customer Example – The City of Boston
SAP HANA and BI to Improve Performance
Agenda
Evolving
Smart
Customer
1
2Case Studies
Questions
&
Discussions
4
Smart City
Solution
architecture
3
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 14For internal SAP and partner use only
Value Map – 37 Urban Scenarios
Long-Term Prosperity
Visioning and Planning
Innovation, Technology and
Strategic Programs
Commerce, Trade and Tourism
Environment and Sustainability
Integrated Transport and
Mobility
Traffic Forecasting and
Management
Network and Route Performance
Management
Parking, Pricing and Services
Smart Assets and
Infrastructure
Assets, Equipment and Operations
Land, Housing and Buildings
Energy and Utilities
Waste, Recycling and
Environmental Services
Empowered and Enabled
Communities
Collaborative Business Networks
Connected Communities
Open Data and Information Sharing
Volunteering and Social
Responsibility
Cultured, Diverse and
Inclusive Society
Art, Culture and Museums
Sports, Parks and Leisure
Diversity and Inclusivity
Healthy and Caring
Population
Personal Health Excellence
Health and Human Services
Benefits and Entitlements
Prudent & Sustainable
Stewardship
Safe and Resilient City
Investigation Management
Digital Policing
Emergency Management
Real-time Situational Awareness
Liberating Knowledge
and Creativity
Student Lifecycle Management
Teaching and Learning
Learner Achievement
Measurement and Tracking
Research Planning and Execution
Good Governance
Policy, Strategy and Governance
Engagement and Participation
Service Delivery and Innovation
Regulation and Standards
Tax and Revenue Management
Grants, Donations and Incentives
Fighting Fraud, Waste and Abuse
IMPROVING
LIVEABILITY
TRANSFORMING
GOVERNMENTGROWING
PROSPERITY
Engaging Traveler Experiences
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 15For internal SAP and partner use only
Value Map – Theme 1 – Improving Liveability
Empowered and Enabled Communities
Collaborative Business Networks (E2E260)
Connected Communities (E2E1052)
Open Data and Information Sharing (E2E889)
Volunteering and Social Responsibility (E2E1224)
Cultured, Diverse and Inclusive Society
Art, Culture and Museums (E2E 324)
Sports, Parks and Leisure (E2E1075)
Diversity and Inclusivity (E2E1060)
Healthy and Caring Population
Personal Health Excellence (E2E260)
Health and Human Services (E2E 1079)
Benefits and Entitlements
Healthcare
Consumer
Engagement
ISP1878
Patient and
Provider
Collaboration
ISP1879
Healthcare
Analytics
ISP1880
Application
Processing
ISP1871
Benefit Decision
Making
ISP1872
Case Management
ISP1870
Deduction Decision
Making
ISP1873
Identity
Management and
Resolution
ISP1868
Investigation
Processing
ISP2250
Real-Time Data
Management
ISP2966
Predictive
Intelligence
ISP2960
People Networking
and Collaboration
(Cloud)
ISP1438
Mobile Application
Platform Enterprise
Edition
ISP2472
Master Data
Collaboration
E2E718
Promotion
Management
ISP1832
Product Design and
Development
Collaboration
E2E720
Purchase Order
and Invoice
Collaboration
E2E802
Contingent
Workforce
Management
ISP3113
Manage Big Data
ISP2981
Campaign
Management
ISP1494
Mobile Application
Platform Consumer
Edition
ISP2473
E-Learning
Management
ISP2297
Social Media and
Collaboration
ISP2298
Strategy
Development and
Translation
ISP1399
Campaign
Management
ISP1494
Social Media and
Collaboration
ISP2298
E-Learning
Management
ISP2297
Ticketing
ISP3067
Ticketing Analytics
ISP3068
Membership
Management
ISP3043
Loyalty Rewards
and Recognition
ISP3044
Omnichannel
Commerce
ISP3042
Intellectual Property
Acquisition and
Settlement
ISP1444
Intellectual Property
Rights
Management
ISP2130
Digital Asset
Management
ISP1571
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 16For internal SAP and partner use only
Value Map – Theme 2 – Transforming Government
Safe and Resilient City
Investigation Management (E2E333)
Digital Policing (E2E994)
Emergency Management (E2441)
Real-time Situational Awareness (E2E995)
Liberating Knowledge and
CreativityStudent Lifecycle Management (E2E345)
Teaching and Learning (E2E346)
Learner Achievement Measurement and
Tracking (E2E347)
Research Planning and Execution ‘E2E349°
Good Governance
Policy, Strategy and Governance (E2E628)
Engagement and Participation (E2E635)
Service Delivery and Innovation (E2E388)
Regulation & Standards (E2E1178)
Prudent & Sustainable
Stewardship
Tax and Revenue Management (E2E436)
Grants, Donations and Incentives (E2E351)
Fighting Fraud, Waste and Abuse (E2E427)
Identity
Management and
ResolutionISP1868
Investigation
ProcessingISP2250
Environmental
ProtectionISP2961
Justice
ManagementISP1884
Effective
PreventionISP1909
Optimized
ResponseISP2275
Complete
PreparednessISP2277
Sustained
RecoveryISP2276
Intelligent
Operations Center ISP2965
Real-Time Data
ManagementISP2966
Predictive
IntelligenceISP2960
Intelligent
Operations CenterISP2965
Operational
Resource
ManagementISP2962
Incidents, Leads
and InvestigationsISP2963
Predictive
IntelligenceISP2960
Cyber ResilienceISP3239
Sponsor
ManagementISP1864
Grants Billing and
ReceivablesISP2306
Budget
ManagementISP1860
Project ReportingISP1866
Closeout ISP1867
Taxpayer
Identification and
Returns ProcessingISP1874
Receivables
Management and
Payment HandlingISP1424
Taxpayer Online
ServicesISP1608
Credit and
Collections
ManagementISP 1425
Financial Customer
Care and Dispute
ManagementISP1426
Case ManagementISP1870
Fraud DetectionISP2346
Fraud Pre-
InvestigationISP2347
Fraud
InvestigationISP2348
Debt Collection Management (E2E1176)
Debt Collection
AnalyticsISP3236
Receivables
Management and
Payment HandlingISP1424
Credit and
Collections
ManagementISP1425
Financial Customer
Care and Dispute
ManagementISP1426
Debt
EnforcementISP3237
E-Learning
ManagementISP2297
Assessment
ManagementISP2299
Social Media and
CollaborationISP2298
Teaching and
Learning ServicesISP2300
Curriculum
ManagementISP2292
Application and
AdmissionISP2294
Student
AdministrationISP2293
Grading and
AdvisingISP2295
Progression and
GraduationISP2296
Student and Study
AnalysisISP2301
Student RetentionISP2303
Early Warning
SystemISP2302
Opportunities and
Proposal
DevelopmentISP1515
Sponsored Projects and
Compliance - Effort
Certification & ReportingISP1644
Strategy
Development and
TranslationISP1399
Cost AnalysisISP1401
Planning,
Budgeting, and
ForecastingISP1400
Monitoring and
ReportingISP1402
Social Media and
CollaborationISP2298
Audience
Discovery and
TargetingISP2164
Social Listening
and Sentiment
AnalysisISP2785
Campaign
ManagementISP1494
Agent Assisted
Customer ServiceE2E959
Constituent
Experience & Self-
ServiceE2E859
Field Service and
Case ManagementE2E372
Web Experience
ManagementISP3136
Inbound/Outbound
Contact CentersISP1788
Knowledge
Management
ISP1792
Case
Management ISP1791
Resource
Scheduling and
DispatchingISP1796
Investment and
ConstructionISP1447
Customer Service
AnalyticsISP2162
Receivables Management
and Payment HandlingISP1424
Visual Knowledge
SupportISP3144
Mobile Service
ExecutionISP3139
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 17For internal SAP and partner use only
Value Map – Theme 3: Growing Prosperity
Long-Term ProsperityVisioning and Planning (E2E1053)
Innovation, Technology and Strategic Programs (E2E151)
Commerce, Trade and Tourism (E2E1057)
Environment and Sustainability (E2E1177)
Integrated Transport and Mobility
Traffic Forecasting and Management (E2E1058)
Network and Route Performance Management (E2E512)
Parking, Pricing and Services (E2E160)
Smart Assets and Infrastructure
Assets, Equipment and Operations (E2E1061)
Land, Housing and Buildings (EZE310)
Energy and Utilities (EZE397)
Waste, Recycling and Environmental Services
(EZE1062)
Idea
ManagementISP2133
Project
ManagementISP1746
Portfolio
Management ISP1745
Resource
ManagementISP1747
Capital Portfolio
ManagementISP2224
Strategy
Development and
TranslationISP1399
Planning, Budgeting,
and ForecastingISP1400
Investment and
ConstructionISP1447
Sustainability
ReportingISP1973
Social Media and
Collaboration
ISP2298
Supplier Information
& Performance
ManagementISP2891
Supplier
DiscoveryISP2260
SourcingISP2772
Job PlacementISP3238
LearningISP1434
Benefits and
Grants
ManagementISP1179
Customer
Relationship and
Case ManagementISP1180
SME EmpowermentISP1181
Program
Planning and
Management E2E453
Capital Project
Management ISP2135
Healthcare Consumer
Engagement
ISP1878
Cost AnalysisISP1401
Operations and
MaintenanceISP1440
Asset Planning and
SchedulingISP1439
Planning, Budgeting
and ForecastingISP1400
Real-time Data
ManagementISP2966
Transportation
Requirements
ManagementISP1573
Predictive
IntelligenceISP2960
Incident
ManagementISP1975
EHS Compliance
and Risk MemtISP1976
Convergent
MediationISP2192
Convergent InvoicingISP1423
Convergent
ChargingISP1422
Receivables
Management and
Payment HandlingISP1424
Credit and Collection
ManagementISP1425
Financial Customer
Care and Dispute
ManagementISP1426
Engaging Traveler Experience (E2E849)
Audience Discovery
and Targeting
ISP2164
Customer Loyalty
Management
ISP3134
Real-Time
Personalization
ISP3125
Pricing and
Promotions
(hybris)
ISP2841
Omnichannel Touch
Points (hybris)
ISP2865
Social Campaign
and Engagement
ISP3137
Investment and
Construction ISP1447
Operations and
Maintenance ISP1449
Lease and Space
Management ISP1448
Sales and Marketing
ISP1450
Asset Planning and
Scheduling SP1439
Spare Parts Management
ISP1442
Operations and Maintenance
ISP1440
Mobile Asset Management
ISP1446
Energy Transparency
and Performance
Management ISP2196
EHS Compliance and
Risk Management
ISP1976
Environmental
Emissions
Management ISP1990
Clean City Self-Services
(hybris)
ISP3027
Asset Management for
Waste Bins and Cleaning
ISP3241
Waste Collection and
Field Services
ISP3028
Urban Mining and
Resource Recovery
ISP3029
Waste-To-Energy,
Deconstruction and
Landfill
ISP3030
Waste Compliance and
Stakeholder Engagement
ISP3031
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 18For internal SAP and partner use only
Smart City Solution Architecture – Supporting Fundamental Areas
Public Safety & Security
Education &
Research
Healthcare Public Utilities
Urban Transportation
Urban Administration
Waste, Environment &
Recycling
Urban Infrastructure
Health & Human Services
19
Smart City Solution Architecture – Core Components
Core Application Suite & System Software
Tax & Revenue
Management
Building Plan Approval
Management
Right to Information
Management
Legal Case Management
Land Use Management
Real Estate Management
City Performance Management
File Lifecycle Management
Municipal Decision
Support & Analytics
Patient Management
Clinical Management
Citizen Medical
Records(EMR/EHR)
HealthCentral& Care Circles
Disease Surveillance &
Pandemic Management
Disease Research & Innovation
Management
Student Lifecycle
Management
Research & Grants
Management
Student & Teacher
Administration Management
Social Benefit Application
Management
Social Benefit Decision
Management
Citizen Account
Management & Citizen Care
Social Care Executive
Dashboards and Analytics
Volunteer Management
Relief & Rehabilitation Management
HAZMAT Management
Incident & Dispatch
Management
Real Time Situation
Awareness
Investigation & Crime
Management and Analytics
Smart Urban Administration & Safe City Applications Smart Mobility
Workforce Planning & Analytics
Networking & Route
Performance Management
MRO & Linear Asset
Management
Operational Risk Management
Real Estate Lifecycle
Management
Vehicle & Fuel Management
Traveler Loyalty Management
Smart & Mobile Ticketing
Smart Citizen Engagement & CommerceCitizen
Experience Management
(Search, Navigation,
Personalization
Citizen Service
Management
Citizen Relationship Management
Call Center Integration
Content Mgmt.
Campaign Mgmt.
eCommerce
Social Media Integration,
Insight & Analytics
Smart Data Analytics
Data Services
Enterprise Data
Warehouse
Social & Predictive Analytics
Master Data Governance
Streaming Data Mgmt.
Complex Event
Processing & Insight
Omni-Channel
Smart Innovations
Fraud, Waste & Abuse
Virtual Labour
Marketplace
SAP CityApp Project
Smart Build Platform
SAP Sybase Mobile
Platform
SAP HANA IOT Platform
Smart Utilities (Electricity, Water & Gas)Advanced Metering
Infrastructure
Smart Meter Rollout
Energy Data Management
Multi Channel
Interaction
Document Presentment
Customer Engagement Intelligence
Social Contact
Intelligence
Network Operations
and Management
Linear Asset Management
Operational Risk
Management
Multi resource
Scheduling
Predictive Modelling &
Analytics
Mobile Asset
Management
Demand Side
Management
Cloud for Sales
Infrastructure Asset Mgmt.
Asset Risk, Safety and
Incident Mgmt.
Fleet Planning and Logistics
Mobile Application Platform for
Mobile Workforce
Mobile Order Mgmt.
Environmental Emissions
Mgmt.
Sustainability Reporting
Waste Compliance Reporting
Energy Transparency
and Performance Monitoring
Weighing for Waste and
Recycle
Smart Waste Management & Recycling
Real Time Data Platform
GIS Integration
Social Media Analytics
Access & Identity
Management
Process Orchestration
Governance Risk &
Compliance
Medical Supply Chain
Warehouse Management
Mobile Asset Mgmt, Mobile EMR, Mobile Measurement
Book
Human Resource
Mgmt., Payroll and ESS
Finance & Controlling
Procurement & Materials
Management
Project Management
Contract Management
Agenda
Evolving
Smart
Customer
1
2Case Studies
Questions
&
Discussions
4
Smart City
Solution
architecture
3