Smart City Development: A Business Process-centric
Conceptualisation
Vahid Javidroozi, Hanifa Shah and Gerald Feldman
Faculty of Computing, Engineering, and Built Environment, Birmingham City University, Birmingham, U.K.
Keywords: Smart Cities, Smart City Development, Business Process, Process Change, Systems Integration.
Abstract: Smart city development has been proposed as a response to urbanisation challenges and changing citizen
needs in the cities. It allows the city as a complex system of systems to be efficient and integrated, in order to
work as a whole, and provide effective services to citizens through its inter-connected sector. This research
attempts to conceptualise smart city, by looking at its requirements and components from a process change
perspective, not a merely technology-led innovation within a city. In view of that, the research also gains
benefits from the principles of smart city development such as systems thinking approach, city as a system of
systems, and the necessity of systems integration. The outcome of this study emphasises the significance of
considering a city as a system of systems and necessity of city systems integration and city process change
for smart city development. Consequently, the research offers a city process-centric conceptualisation of smart
city.
1 MOTIVATION OF RESEARCH
Only 30 metropolises in the world have
accommodated 10 percent of the global population
(e.g. Nam and Pardo, 2011b; Chourabi et al., 2012).
In other words, 25 percent of the world’s population
is living in 600 cities. Therefore, the city authorities
have to deliver high-quality services to growing
numbers of citizens (Schaffers et al., 2012). In other
words, access to real-time data and flexibility of city
systems is required to create and deliver services in
today’s urban areas (Vojdani, 2008). Hence, to
promote sustainable living, it is necessary to change
the traditional urban activities, functions, and
processes, which are mostly performed within the city
sectors, operating in silos. It means the city
authorities have to manage their cities in a smarter
way (Javidroozi et al., 2014). In fact,
interconnectivity through various sectors of city
systems is a significant issue for city leaders (Liu &
Peng, 2013) that can be addressed by integrating city
systems and changing cross-sectoral city processes
(Nam and Pardo, 2011b).
Nevertheless, while Business Process Change (BPC)
is central for systems integration, and it is the most
important aspect of Smart City Development (SCD)
(Javidroozi et al., 2015); to date, very little attention
has been paid to the role of BPC in SCD.
Accordingly, the concept of the smart city, which is
still understudied (Budhiputra and Putra, 2016 and
Dameri, 2017), does not emphasise the central role of
BPC for developing smart cities. Yet, research on the
concept and challenges of SCD has commenced. For
example, Chourabi et al. (2012) proposed a
framework for principles and success factors of SCD;
this was one of the first attempts to address the
knowledge gap regarding SCD challenges (Chourabi
et al., 2012). However, their focus was on technology
perspective, while as argued by Nam and Pardo
(2011a), technology on its own cannot develop smart
cities. Likewise, Liu & Peng (2013) argues that SCD
should not blindly persist on a technological layer, but
also on policies and standards. However, current
technological solutions for smart cities conduct the
cities to become technology-enabled cities not
necessarily smart cities (Walter et al., 2015).
Similarly, Barth et al. (2017) discussed the concept of
smart city based on various definitions and mostly
their understanding that named it ‘informational city’.
According to this concept, smart city is studied in
seven areas including economy, politics, information
and knowledge infrastructures, spaces, location
factors, people’s information behaviour, and problem
areas. Hence, their framework is useful to study
informational aspects of smart city initiatives.
Hence, further studies are required to explore SCD
beyond the technological realm to reduce process
346
Javidroozi, V., Shah, H. and Feldman, G.
Smart City Development: A Business Process-centric Conceptualisation.
DOI: 10.5220/0007382203460353
In Proceedings of the 8th International Conference on Operations Research and Enterprise Systems (ICORES 2019), pages 346-353
ISBN: 978-989-758-352-0
Copyright
c
 2019 by SCITEPRESS – Science and Technology Publications, Lda. All rights reserved

integration issues, so that the first step is to
conceptualise the meaning of smart city and its
requirements from BPC viewpoint, which is the most
important factor for city systems integration.
Through a literature analysis this research attempts to
provide a business process-centric conceptualisation
for SCD.
The next section of this research provides a literature
review in the context of SCD and conceptualises its
necessity. Then, the research will analyse various
definitions of smart city and attempts to explain a
business process-centric concept of SCD, based on an
understanding of a city as a system of systems and
necessity of city systems integration.
2 NECESSITY OF URBAN
INNOVATION
In 1900, only 14 percent of the world’s population
lived in cities. It is expected that 70 percent of the
world’s populations will live in the cities by 2050
(Schaffers et al., 2012; Tomas et al., 2013).
Therefore, cities are involved with urbanisation
challenges in terms of employment (especially for the
young population), rise in crime rate, ageing
population, deficiency of infrastructure (which causes
transport and housing problems), security, energy
efficiency, waste management, traffic congestion, air
pollution, carbon emissions, and climate change
(Nam and Pardo, 2011a; Chourabi et al., 2012;
Schaffers et al., 2012; Liu and Peng, 2013; BSI,
2014b). IBM (2012) has also explained the challenges
of current cities in 11 areas of traffic, energy, retail,
healthcare, airport, social services, communication,
education, rail, public safety, and economic
development.
In addition, as a consequence of rapid urbanisation,
the fundamental human needs (including safety, love,
self-esteem, self-actualisation, and physiological
needs (Maslow, 1943)) have been enhanced. The
right to live in clean and green environment, to
receive efficient and on-time health and social care,
to be freely and conveniently mobile, to be
economically grown, to be easily informed,
connected, and communicated, are some examples of
modern human demands, which are usually unseen or
remain as unmet, especially in urban environments.
Thus, people face difficulty in living in the urban
areas, so that the city authorities need to develop
livability for the citizens by making all components
of a city smart (Marciniak and Owoc, 2013;
Mosannenzadeh and Vettorato, 2014).
In a non-smart city timely services are demanded by
citizens, but the resources (e.g. finance, information,
human) for planning, designing, funding, and
operating them arrive later. Consequently, decision-
making will be postponed and there is no immediate
service for the citizens. However, in a smart urban
environment, the city authorities have immediate
access to information; they interact with citizens,
answer their enquiries, and resolve their problems
immediately, efficiently, and effectively. The citizens
also benefit from easy access to offices virtually
rather than through physical offices with long queues
(Harrison and Donnelly, 2011).
As reported by Copenhagen and Cleantech Cluster
(n.d.), a city cannot be called smart when the
following weaknesses exist:
 There are too many surpluses in it (e.g. in using
cars, in water, food, and energy consumption);
 Different sectors are not using each other’s
information and processes;
 There is not easy and enough mobility for
citizens, information, energy, and capital; and
 All stakeholders (e.g. city authorities, private
sector, knowledge institutions, and citizens) are
not part of the decision-making process.
Most of these components emphasise that a smart city
is more about cooperation than competition. It is also
about long-term planning, not short-term
achievements (Townsend, 2013).
Some other benefits of SCD are as follows:
 Massive improvement in crisis management by
integrating data and processes of all sectors,
agencies, and systems, such as healthcare, fire
service, police, Red Cross, ambulances, and
shelter providers. For example, in Rio De
Janeiro, city authorities in collaboration with
IBM dramatically improved the flooding crisis
management by predicting heavy rains 48 hours
in advance. They integrated and visualised 30 of
the cities’ public agencies to build an operation
centre with access to real-time data from police,
weather, traffic, energy, water, and healthcare
services. Consequently, real-time information
from football matches to road accidents are
provided to citizens through social media
applications. In the event of severe weather
conditions, text messages are sent to particular
persons, and appropriate actions are taken.
(Copenhagen and Cleantech Cluster, n.d.;
Nusca, 2011). It was also used for managing
Olympic Games 2016;
 Understand and access to the repeatable
behavioural patterns of a city, including the
ability to preview the impact of changes by
Smart City Development: A Business Process-centric Conceptualisation
347

manipulating key factors. It can also help to
detect abnormal behaviours for individual
citizens, for example by analysing the
characteristic pattern of water consumption, it is
possible to detect that a garden hose has been
left leaking in a particular house (Harrison and
Donnelly, 2011);
 Providing fully connected and integrated urban
facilities that work together efficiently and
answer the citizens’ needs in real-time (Liu and
Peng, 2013; BSI, 2014c). For example, in a
smart city, parking spaces are connected to
smart parking meters and navigation systems
that guide drivers to find available spaces in
real-time.
 Providing real-time information for citizens and
authorities by all sectors as a whole (Harrison
and Donnelly, 2011; BSI, 2014b; BSI, 2014c),
for example:
- In energy consumption, managers can evaluate
and make the best decisions at the peak times
and encourage citizens to quickly reduce their
energy consumption;
- In mobility, managers can handle the
transportation problems more effectively. For
example, the information generated by road-
tolling points can be used to manage
congestions in real-time. Citizens, police cars,
and ambulances can also choose the best routes
in real-time;
- In the economy, for instance, real-time
information of shoppers’ behaviour and their
patterns can be utilised by businesses to make
decisions regarding their supply, pricing, and
quantity of the products;
 Turning wastes into resources (Copenhagen
Cleantech Cluster, n.d.); and
 Reducing cost of urban services and optimising
them (Tomas et al., 2013).
Furthermore, according to Standard PD 8101: 2014
(BSI, 2014c) a large number of SCD benefits, such as
integrated city services, agile planning, financial
improvement, security and resilience enhance the
citizens’ quality of life and provide high-quality
services for them. Nevertheless, the meaning of smart
city and the necessities of this development should be
fully understood.
3 SMART CITY CONCEPT
“Smart city” is not a new phrase. It has been adapted
from the phrase “smart growth” by companies such
as CISCO, IBM, and Siemens, which utilised
information systems technology for operation of city
systems since 2005 (Alawadhi and Scholl, 2013;
Marciniak and Owoc, 2013). “Smart growth”
movements commenced in the late 1990s for policy
innovation in urban planning (Bollier, 1998;
Anderson et al., 1998).
A common expression defines the smart city as “new
public service innovation from bike sharing to pop-up
parks” (Townsend, 2013). It has also been defined by
a large number of researchers in various aspects of the
city. For example, Schaffers et al. (2012) rely on
technological innovations and discuss that smart city
improves inhabitants’ quality of life by utilising IT
solutions. In contrast, Nam & Pardo (2011) pointed
out that technology is not a crucial factor in SCD.
They emphasised “process” as the most important
factor in developing a smart city because the
fundamental element of a smart city is the
transformation of the way that services are delivered.
In addition, Nam and Pardo (2011a) pointed out that
three main smart city dimensions, which are
technology, people, and institutions must be smart.
They have classified terms such as digital city,
information city, virtual city, and ubiquitous city in
technology dimension. The terms knowledge city,
learning city, creative city, and human city are also
classified under the people dimension, and the terms
smart growth and smart community in institutional
dimensions that governance, policies, and regulations
affect them. However, this dimension is mostly
obtained by achieving the other dimensions as well as
changing the business processes.
Based on the aforementioned aspects, smart city has
been defined by researchers and experts. Table 2
summarises these definitions along with their main
focusing aspect(s). Hence, conceptualising smart city
from a business process viewpoint requires further
discussion regarding the essence of ‘smart’, ‘city’,
and their principles, which are discussed in the
following sections.
3.1 The Notion of ‘Smart’ in the
Context of This Research
The meaning of ‘smart’ depends on the application
and the way of usage. The term ‘intelligent’ appears
in all definitions of ‘smart’ in various contexts.
However, smart means something more than
intelligent (Allwinkle and Cruickshank, 2011),
especially in the context of a city (Nam and Pardo,
2011a). In addition, the term ‘smart’ is more
comprehensive and user-friendly than intelligent
(Nam and Pardo, 2011a).
ICORES 2019 - 8th International Conference on Operations Research and Enterprise Systems
348

Table 1: Existing definitions for smart city and their significant focus.
In general, the word ‘smart’ is usually applied to de-
fine something as clever or intelligent, which thinks
and acts quickly in difficult situations (Cambridge
University Press, 2014). It has also been defined as a
fashionable and upmarket when applied to a place
(Oxford University Press, 2014). In technology,
‘smart’ refers to automation, such as self-
configuration, self-optimisation, and self-protection.
Smart homes and smart buildings are also related to a
technology perspective that utilises connected
sensors, mobile terminals, and embedded and inter-
communicated devices (Klein and Kaefer, 2008).
Smart systems are also connected and integrated
systems that can analyse and describe situations and
make decisions intelligently. Thus, smart systems
comprise more capabilities than smart technologies.
In fact, they include smart technology plus a high
degree of reliability, efficiency, sustainability of the
system as a whole, high security especially in
extraordinary conditions, full integration, and an
intelligent operational management (Akhras, 2000).
Based on this argument, when ‘smart’ is applied to a
‘city’ that particular city should be fashionable,
upmarket, clever, intelligent, and able to act quickly
in complex situations and it can be achieved by agile,
flexible, interoperable, and integrated processes.
3.2 City: System of Systems
As the current improvements in an individual city
operations and providing services achieved by
technology innovations and engineering-based
attempts are not enough to have a smart city, the city
should be seen as a system of systems, in which city
sectors/organisations/systems interact, communicate,
and share information with each other (Harrison and
Smart City Development: A Business Process-centric Conceptualisation
349

Donnelly, 2011; Liu and Peng, 2013). These systems
embody the city various sectors, such as transport,
education, energy, healthcare, and so forth. The result
of the collaboration between these systems provides
efficient, effective, and real-time services for citizens.
For such cross-sectoral collaboration, technology
ameliorates the change from traditional services to
smart city services. However, technology is only an
enabler (Javidroozi et al., 2015). In developing a
smart city, everything within the city including
people, businesses, technology, processes, data,
infrastructures, consumption, spaces, energy,
strategies, management, and so forth should become
smart. It is sometimes referred to as ‘smart
everything’, meaning that these components should
be connected, supporting each other, and using each
other’s data, with no waste. This is supported by a
‘systems thinking’ approach (Javidroozi et al., 2015;
Medina-Borja, 2015). This argument is also
supported by the systems thinking approach.
Based on a systems thinking approach, everything is
related to everything else, so that everything should
be connected to everything else, to get the benefits of
a change in the whole system, so that improvement in
one part affects the other parts (Checkland, 1981,
1999). The city as a ‘system of systems’ should also
adhere this rule, so as to provide smartness for
everything within the city, especially city sectors and
systems (Harmon and Trends, 2010; Mortensen et al.,
2012). In other words, understanding the components
and factors for SCD requires an approach to systems
thinking theory (Davidson and Venning, 2011),
which reflects a city as a system of systems.
According to this view, the whole city system
comprises many systems (sector), which include their
own data, processes, technologies, and people
working together to enhance their performance and
achieve their goal.
3.3 Systems Integration: A Necessity
for Smart City Development
Viewing a city as a system of systems leads to cross-
sectoral communication within a city. Consequently,
cross-sectoral business processes, which are a part of
the city system should be flexible, dynamic, agile, and
connected to the relevant systems of a city (Vojdani,
2008). Moreover, information should be easily
usable, shareable, and connected across the city
sectors (Barth et al., 2017). Citizens should also
interact with each other and with everything else,
including technologies, devices, and offices, in an
intelligent and smart manner. They should act as an
integral part of the economic, social, and cultural
development of the city, and they should know how
to use and interact with the smart facilities of their
smart community (Allwinkle and Cruickshank,
2011). Therefore, everything that is required for
delivering a service should be connected to each
other.
Currently, Local Government Authorities have
implemented technological solutions for automation
and improvement of their business processes, and
providing agile, flexible, and more efficient city
services. However, using smart and innovative
technologies is not the single requirement of a smart
city. A seamless connection (integration) between
city sectors/systems is required to improve
sustainability and efficiency in offering public
services.
Four necessities for SCD, including systems
integration, investment, collaboration of
stakeholders, and technology have been indicated in
Mosannenzadeh and Vettorato's (2014) smart city
framework, shown in Figure 1. However, as stated by
Kanter et al. (2009) and Kamal et al. (2013), the
technology should be a part of an integrated system
across various sectors to provide a smart environment
and facilitate more joined-up and citizens-centric
services.
Figure 1: A conceptual framework to define smart city
(Mosannenzadeh and Vettorato, 2014).
Based on Mosannenzadeh and Vettorato’s (2014)
framework, SCD is triggered by the necessities of
urban innovation (yellow layer). Moreover, the
framework emphasises that systems integration,
which is located between the components of smart
city (blue layer) and stakeholders of SCD (green
layer), plays a central role in SCD.
Relevantly, standard PAS 181: 2014 (BSI, 2014a) has
developed a Smart City Framework (SCF), shown in,
Providing some guidelines and principles for SCD.
ICORES 2019 - 8th International Conference on Operations Research and Enterprise Systems
350

Figure 2: A high-level structure for Smart City Framework (SCF) (BSI, 2014b).
As described in this standard, establishing a joined-
up environment across city silos is necessary for
SCD. Thus, SCF suggests a set of practical guide
notes, including business management, service
management, technology, and digital asset
management, on how to address the challenges of
systems integration for developing a smart city.
Likewise, according to PAS 181: 2014 (BSI, 2014a),
transforming the traditional operating city model,
from being performed by vertical silos of functional-
oriented service providers to a modern integrated
model, which operates city through innovation and
collaboration across those vertical silos is achievable
by integrating city systems. Stakeholder
collaboration, cross-sectoral leadership/governance,
interoperability within the city, and efficient
procurement processes can also be achieved by
integration of city systems and by changing city
processes.
3.4 A Business Process-centric Concept
of Smart City
As discussed in the previous section, the citizens’
needs must be met by seamlessly connected services
that are delivered by using all information and
knowledge generated by the sectors, and this can be
achieved by cross-sectoral city systems integration
(Kanter et al., 2009b; Kamal et al., 2013). As a result,
systems integration is the most important necessity
for developing a smart city, because it is a key task in
nearly all areas of SCD (Kanter et al., 2009b; Arnold
et al., 2015). Moreover, since BPC is the most
important requirement of systems integration
(Javidroozi et al., 2014, 2016), it will be an integral
component of the modern integrated future cities (Liu
and Peng, 2013; Aelenei et al., 2016). Hence,
consideration of BPC as part of SCD ensures that a
city can offer seamless services to citizens in real-
time, through inter-connected business processes
across the city sectors (BSI, 2014a). Thus, smart city
developers have to think about BPC rather than
technology implementation, because technology
cannot improve the performance by enabling poor,
ineffective, wasteful, and disengaged business
processes.
Consequently, a BPC-centric definition of smart city
for is articulated as follow:
“A smart city is a system of systems in which city
process change have been accomplished, in order to
integrate cross-sectoral city systems, enabling access
to real-time information and knowledge by all the city
sectors, providing integrated services, and enhancing
livability, workability, and sustainability for the
citizens”.
Smart City Development: A Business Process-centric Conceptualisation
351

According to this definition, in a smart city, the city
systems are seamlessly connected to each other, are
sharing data and business processes, and are using
each other’s resources efficiently and effectively.
4 CONCLUSIONS
Fast growing urbanisation in the world has
necessitated SCD. Nevertheless, developing smart
cities is not only about implementing and using smart
and innovative technologies. The technology should
be a part of an integrated system, but changing cross-
sectoral city processes is the most important area of
activity, in order to provide accessible, efficient,
effective, and real time services to citizens of future
cities. While current SCD related literature mostly
focus on technological and people aspects, this
research emphasised the significance of BPC and
proposed a business process-centric concept for SCD
by highlighting the SCD fundamentals such as
considering city as a system of systems, systems
thinking approach, and the necessity of city systems
integration.
Hence, emphasising on one of the significant aspects
of systems integration for SCD, this research added
to a growing body of literature on SCD, city systems
integration, and city process change. However, since
SCD is a newly emerged and growing domain in both
academic and practical settings, further research and
developments are required for extension and
comprehension of this field. Future directions of
research would also be on addressing BPC for SCD
by identification of the challenges, success factors,
tools, and techniques that are useful to effectively
change city processes.
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