Smart Places Customer Charter principles
There are 6 principles of the Smart Places Customer Charter. Learn how to apply and follow these principles.
Co-creating smart places
To design your smart place, you should engage deeply with:
- the people and groups who experience and use the place – including First Nations people; women, girls and gender diverse people; people with disabilities and mobility needs; young people; people from diverse cultural and linguistic backgrounds
- industry and the innovation sector
- other parts of government
- community organisations and other non-government organisations.
- Smart solutions tackle problems that matter most to people.
- New and diverse ideas are surfaced.
- Strong relationships are formed between community, governments and industry.
- People and organisations with the right skills and resources contribute and collaborate.
- People are clear on the benefits of smart technologies to their community.
Visit the relevant section in the Smart Places Playbook: Involving your community for more information and resources.
Respecting local character
You should ensure smart solutions respect and protect and celebrate the local character of your place.
Local character can include:
- land
- people
- built environment
- history
- culture
- tradition, both Indigenous and non-Indigenous.
You can understand local character by:
- exploring strategies and plans related to your place
- engaging widely and co-creating your smart place.
- The history and culture of a place is embraced. This includes recognition of traditional owners and First Nations culture.
- The health of the natural and built environment is maintained or improved.
- The place functions well, supporting the movement of people and creating space for connections between them.
- Local diversity is celebrated so places are equitable, safe, accessible and welcoming for all.
- The place is vibrant and connected, with a strong sense of community cohesion and pride.
- Everyone feels safer and able to participate in social and economic activities at all times of day.
Visit the relevant section in the Smart Places Playbook: Discover for more information and resources.
Advancing digital inclusivity
You should target solutions that support digital inclusion and improve access to digital services, so everyone is able to participate.
- More people have better access to the internet and digital services.
- More places have internet connections and can be used for work, study or socialising.
- More people can engage with smart technology solutions and use data and insights.
- People have new digital skills and participate in the digital economy.
Visit the relevant sections in the Playbook for more information and resources:
Keeping information safe
You should only ever collect data with a clear purpose in mind. You need to make sure that privacy is protected, cyber security risks are managed, that information is managed responsibly and insights are used appropriately.
- Information is collected lawfully, with customer consent. It is only used to provide insights or to drive benefits.
- Customers understand how data is used and managed. They know who to contact to provide feedback and ask questions.
- Strong data governance addresses potential data biases. This means everyone’s needs are considered in decision making.
- The collection, housing and sharing of personal and identifiable information is avoided wherever possible.
- Cyber security risks are managed and addressed.
- The risk of information becoming individually identifiable is minimised (unless permitted by law).
- All data breaches are reported.
Visit the relevant section in the Smart Places Playbook: Foundations First for more information and resources.
Creating an open and fair environment
You need to share data and insights in an open and safe manner to support innovation. You should apply standards to help build a smart place where systems and solutions work together well. You should also develop case studies so the lessons you have learned are shared with others.
- Open data supports the development of new and innovative solutions and better services for people.
- Data is collected once and made available to others. This makes data collection more efficient and sustainable.
- Infrastructure, systems and data integrate seamlessly and are interoperable. Standards and common approaches are used.
- Lessons are shared to support continuous improvement.
- Data and insights are publicly available, supporting transparency.
Visit the relevant section in the Smart Places Playbook: Foundations First for more information and resources.
Delivering benefits that last
Make sure you manage and maintain data, and digital and physical assets, to support benefits for communities. Benchmark and evaluate the outcomes your solutions deliver so you can be sure you are delivering real benefits for communities.
- Asset maintenance and operational management of systems and solutions is resourced appropriately.
- Unplanned system and device outages are reduced.
- The lifecycle of assets is maximised.
- Data is used with purpose.
- Data and assets that are at the end of their life, out of date or no longer fit-for-purpose are retired.
- Benefits are quantified and communicated, building community trust.
- Money is invested wisely in solutions that have been evaluated and proven.
Visit the relevant sections in the Playbook for more information and resources: