Smart Cities focus on Citizen-centric Services

Srinivasa Raghavan Venkatachari

Pais Digital Summit 2015

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Copyright 2014 Tata Consultancy Services Limited

Attributes of Smart Cities

Data

Assets

Open Data, Integrated Data, Real-time Data

Sensors, Centralized Control, Remote Monitoring, Asset Mapping, City-wide network

Citizen

Omni-channel, Services come to the citizen, Personalization, Citizen Engagement,

Citizen Experience, Inclusive, Sustainable Behavior, Participatory, Co-creation

Service
Delivery

Standard Processes, Digitized, New ways of generation and consumption

Communities

Businesses

Social Media, Crowd-sourcing, Engagement

Digitized service delivery from government, real-time data, data from citizens on an opt-in
basis, simplified processes

Smart City Architecture

Monitoring and Governance

Education

Building

Energy and Utility

Water

Risk and Disaster

Solid Waste

Healthcare

Economy

Mobility

Safety and
Security

Environment

Citizen Services and Engagement

Shared Data

Technology Enables
Ecosystem
Data

Data Centers
City Integrated Infrastructure and Network

Enterprise
Systems

Sensors and Devices

A Fine Balance between Citizen and City

. Personal/ Family Value
Urban Resident Value bank
Cultural/ Societal Values

Creating City Wealth

City Values

Daily Living
Livelihood
Life-long Education/Skills
Life-long Health
Recreation / Social Space

Access to Urban Resources

Skills
Wellness
Other Necessities

Infrastructure
Services

Success depends on how the limited resources are used in a fair manner

Citizen centricity improves sustainability

Maturity of Smart City Services

Access

Influence
Behavior

Efficiency

Systems
Focus

Citizens become Smart Citizens

Personal Responsibility

Power of sharing economy, Communities

Source: Sustainable Business Leadership Forum, India

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Designing Citizen-centric Services

Research User
Needs

Consider various
segments

Visualize
Solutions

Design for Extremes

Mock-ups/pilots

Visualize Service touch

points

User Feedback

Align services to
people, not people to
services

Reduce customer
anxiety

Stated and
unstated needs

Consider end to
end Experience

Frame the right

problem

Prototype and
Improve

Adapted from UK Design Council

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1. Citizen-centric Smart Healthcare

Social/Welfare
Organizations

Hospital

Smart Home

Telemedicine

Cloud
Platform

Government

Home devices

Predictive
Proactive
Preventive
Personalized

Kiosks

Volunteers/
Hospitals

Mobile Phone
as a sensor

Customer Segments
People with Chronic Diseases
People in rural/remote places
Elderly people
People with Disabilities
Disadvantaged
More

Citizen-centric Healthcare Scenarios

Monitor for abnormal
events and notify volunteer

For example, unconsciousness

Monitor health parameters

events and notify doctor

Caregiver visits home and

takes readings, Doctor
advises via telemedicine

Patient visits kiosk. Doctor

takes readings via sensors,
advises via telemedicine

Patient visits hospital. Hospital

uploads plans, monitors health
and wellness through sensors

For people with disabilities,

single elderly/children,
hospitals want to reduce
visits
For people with disabilities,
single elderly/children,
hospitals want to reduce
visits

For people in rural/remote

areas, human touch

For rural/remote areas

where home sensors will be
expensive

Insurers, those who can

afford to pay for the service
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2. Financial Inclusion in India Banking for All

Number of villages in India = 600,000

40% urban, 60% rural population without bank accounts
ATMs per village not viable
Citizen-centric service design - Bank comes to you
Business Correspondent, Mobile Point of Sale Device, Smart Card

Associated policy change Simplified Know-Your-Customer process, zero

balance accounts

Business
Correspondent

Cloudbased
Platform

Bank

3. Smart Livelihood/Agriculture TCS mKrishi

Citizen-centric platform for
Crop Planning
Crop Management
Harvesting Management
Citizen centric design with human touch
points - Farmers Communities, Field
Executives, Universities, Experts,
Participatory Sensing, Weather Data

Agronomist

mKRISHI

Knowledge support from

Universities

Field
Executives

Field Visits, Field Training,

24X7 mKRISHI support

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On field Training by Expert

For example, a TCS mKrishi pilot in Brazil

Risk predictions and weather forecast help to understand the risk level associated
due to Pest, Disease
Notification system helps to take necessary precautionary action to prevent or contain
losses.
Timely Scouting alerts allows customers to prevent or contain damage posed by the
pest. More precise pest infestation models can be created using scouting data
(Participatory Sensing )

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Summary
Smart Cities is much more than technologies, automation and
Governments
Enables citizens to become smarter, uses human touch point and
communities as necessary
Uses the power of eco-system, shared data for common good

No one size fits all in service design

Use Citizen-centricity for the design of services
Technology can play a key supporting role with IoT, Analytics,
Cloud-based service delivery platforms

Supported by Governance and Policies

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TCS iCity Summary

GOVERNMENT, HEALTH

TRANSPORTATION
Fleet Tracking Telematics Solutions

DigiGov Framework

Vehicle and Passengers

monitoring Safety & Security

mKrishi Digital Farming

Smart Citizen
Services
Elderly Citizens
Remote Healthcare

Distributed
Computing
Cloud, HPC
Computing
Security
& Privacy

WATER

Data Integration
& Visualization

Reduction of Non revenue Water

Distribution Optimization
WaterMan Campus Water
Management Solution
Aqualyzer

Data Hub
New Sensing
Platforms
Mobility
Big data

TCUP
People Centric
Flows

Driver Behavior Tracking

Driver Assistance
Public Transport Optimization

ENERGY AND UTILITES

Social
Collaboration

Optimization
GIS
algorithms
Communications
& Sensor Informatics

Remote Energy Management

Remote Power Plants Monitoring
Power grid solutions
Demand forecasting
Smart Meters

TCUP TCS Connected Universe Platform

A high-performance scalable platform for IoT
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TCS-SMU iCity Lab in Singapore

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Our value to Smart City projects

Vendor-agnostic SI Approach

Extensive Domain Knowledge supported by Solutions/Frameworks

Experience in implementing large-scale SI projects for Governments
In-house R&D Group powering many key areas for Smart
Partnership Ecosystem
Delivery Excellence
Partner mindset

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Thank You