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