Smart Services
Article Index
Smart Services
1.1 Dubai
1.2 Smart Services: Creating Sustainable Customer Value
1.3 Four Strategies for the Age of Smart Services
1.4 The Art of Smart Services
2.1 Examples of Smart Services Awards
2.2 Cisco Smart Services Awards for Asia Pacific, Japan and Greater China
2.3 World Retail Congress and Awards
2.4 Ten Companies Moving Up in Smart Buildings
3.1 World Retail Award Winner
3.2 Dudley Metropolitan Borough Council, PT Awards Excellence in Technology
3.3 A 3M Approach to Enhance Consumer Experience
3.4 Customer Engagement through Social Media
3.5 The Future Ready Project
3.6 Dubai Electricity and Water Authority
4.1 Digital Government Transformation
4.2 Strategy for Digital Public Service
4.3 Digital at Depth - Accenture Study on Digitising Government
4.4 BPIR.com Best Practice Report: Customer Service Excellence
4.5 Infographics on the Auto and Industrial Equipment Industry
4.6 Thought Leadership on Smart Services
4.7 Smart Services - ICT 2030
5.1 Performance Pledges
5.2 Design Methods for Developing Services
5.3 Smart Services
5.4 Developing Smart Services in the Cloud
5.5 Helping the Elderly Learn Computer Skills
5.6 Programme to Assist Elderly Customers Go Digital
5.7 eCourt
5.8 Government of South Australia Mobile App
5.9 Unified Court System
6.1 An Integrated Framework for Measuring Smart Services
6.2 Measuring the Impact of Smart Services: Insights into a Case Application
6.3 Ready for Industry 4.0 Online Self-Check
6.4 Drive Smart Outcomes with Smart Services
7. What do business leaders say about smart services?
This report outlines the best practices research undertaken by BPIR.com in the area of Smart Services. The best practices have been compiled under seven main headings. This new layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your colleagues.

In This Report

  1. What are “smart services”?
  2. Which organisations have received recognition for excellence in smart services?
  3. How have organisations reached high levels of success in smart services?
  4. What research has been undertaken into smart services?
  5. What tools and methods are used to achieve high levels of success in smart services?
  6. How are smart services measured?
  7. What do business leaders say about smart services?

The Definition


The term "smart services" describes data-based bundles of physically delivered services, digital services, and products that can be configured individually. These bundles are usually organised and performed on integrated service platforms. The smart services concept combines the intelligent analysis of data with the transformation of user-centred services to provide added value for both service provider and customers. Smart services are not only about technological solutions; indeed, there are much broader implications.
For example, when smart services are used by government (i.e. "smart government"), they can reduce unnecessary regulations and bureaucracy, and help eliminate the duplication of roles and services. This generates sustainable public value by integrating information, communication, and operational technologies with planning, management, and operations across numerous domains, process areas, and jurisdictions.

The Stage


Smart services can be important for both the private and public sectors. They enhance the ability of a service provider to understand the needs of its customers (or citizens, residents or visitors), design solutions to address those needs, and then deliver them effectively. Smart services include the use of innovative policies, business models, and technology to address service challenges. While the concept of smart services does not always include technology, the ability to use technology as an enabler to intelligently analyse huge amounts of information (information systems and networks) is key to delivering value to customers. The best organisations and governments usually have the advantage of proactive intimacy with their customers or residents. Governments around the world have taken seriously to building smart communities, smart cities, and smart nations in preparation for the fourth industrial revolution (or Industry 4.0). Organisations would be wise to invest in networks and technologies that help them compete in this new wave of providing smart services.

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