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.

This report outlines the best practices research undertaken by 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.


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

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