Project PortfolioArticles and case studies - page 3 
Cities are working hard to become more customer-driven, and to change how they deliver services to respond better to their customers’ demands. This guide is an introduction to creating a customer contact centre, part of a broader shift in channel and service delivery strategies.
Customer Profiling and Customer Insight are key tools for cities to use to deliver better, more targeted and more effective services. This guide explains how to use these techniques.
E-government requires e-services, delivered by automated business processes and supported by information and communication technologies (ICT). The design and delivery of these services can be clarified and supported by using business architectures, information systems architectures, and technology architectures – along with the design and organisational processes used to produce these frameworks.
The Common Process Model has been developed to help you identify, measure and improve the performance of business processes.
8 case studies on how cities in northern Europe have developed their web sites, plus a comprehensive overview of different approaches to city website development.
Geographical Information Systems can be used by cities in a range of ways to deliver smarter services – these are the key lessons from the Smart Cities Project.
The Smart Cities Academic Network developed a systemic, accessible approach to knowledge production and dissemination that was designed to accelerate the development of e-services and e-government in Europe.
Six things that I think will shape what the city of the future will look like: the shape of the city today, energy & efficiency, place and space, retailing, neighbourhoods and authenticity.
In my experience the key thing delaying the start of research projects is staff availability – whether you have access to the people you need, or if you need to recruit and how ready to recruit you (and your organisation) are.
Interesting article on the future of Towns and Cities in the Drum Magazine – and I don’t just say that because I’m quoted in it! A couple of key talking points on future cities: The Future city will look a lot like the current city It will be a lot more efficient – in many […]
Part of an interview I did for Urban Realm magazine on Smart Cities following Glasgow’s designation as a ‘Smart City’, covering how UK cities use information, how they’ll change service delivery, and the importance of Smart Citizens.
OpeningUp looked at how governments could use social media to deliver better services, and how to leverage the potential of open data to deliver better targeted and more effective services.
