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Manage urban services

Step 3

Identify possible partners to use ICT in service provision


Many stakeholders with digital skills can be rallied by the local authority to improve service provision.

The traditional private sector and the stakeholders of the social and solidarity economy are particularly active in the digital optimisation of urban services. The public authorities can benefit from their technical expertise to guide their digitalization. Start-ups provide innovative solutions, in particular for extending the services to neighbourhoods not served. The small private or informal providers help to compensate for the inadequacy of the public services by proposing proximity services, that meet the needs of the inhabitants directly.

Interests and capacities for digital technology of the local stakeholders in urban services
Local authority Goal of expansion of the scope of the service
Guarantor of fair prices
Guarantor of the respect for the environment
Capacity to integrate the information on the different service offers
Traditional private firms Interest in extending the scope of intervention
Goal of financial profitability
Possess technical and financial data on the existing service
Small private or informal providers Good knowledge of user demand
Positioned in the intersections of the public service
Interest in structuring the commercial offering to increase profitability
Start-up Capacity to develop services on demand, innovative offers
Good responsiveness to meet supply and demand
Treatment of centralised data platforms
Can work as much with the formal as informal private sectors
NGO Knowledge of the demand not serviced and of informal supply
Capacity to bring out social demand
Capacity to adapt to field constraints
Population Interest in procuring consumption monitoring
Wish to have payment facilities
Beneficiary of clientele monitoring, management of the complaints and claims
Practical exercise

Mapping the stakeholders’ ecosystem

List the stakeholders potentially concerned by the digitalization of a concrete project

  • Local authorities (municipalities)
  • Traditional private firms
  • Telecommunication sector
  • Digital start-ups
  • Small entrepreneurs and providers (including informal)
  • Stakeholders of the social and solidarity economy
  • NGOs
  • Community-based organisations
  • Citizens
  • Universities and educational institutes

Identify the stakeholders likely to become interesting partners for the local authority

  • Which local stakeholders are turning or will turn most easily towards digital technology?
  • What would they gain by developing digital tools: profit expectations, social cause or political reason, generation of new knowledge, enhanced efficiency or democracy?
  • What are the resources of each of these stakeholders that could be rallied for projects with the local authority: financial, technical, human, data?
  • What are the possible means of commitment to make them partners and conduct actions together: visibility and marketing, complementary partnerships, targeting of pilot actions?
Mapping of the stakeholders involved, to be specified depending on the local context
The “layers” of the digital city
Source: inspired by the Inter-American Development Bank, 2016, and the World Bank, 2016

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