Implementing Smart Services in Moscow: The Integrated Mobile Platform

Abstract

The city of Moscow is a leading implementer of information and communication technologies (ICT) in public services. The high level of ICT and mobile penetration among Muscovites creates a strong demand for mobile and electronic services. This chapter will explore a case study involving the creation and development of Moscow’s integrated mobile platform (IMP). The case study illustrates ICT usage policy and the Moscow Government’s priorities in terms of delivering and providing access to mobile public services. The case study takes a framework approach to mobile platform development and is also based on the lean government concept. Key success factors in IMP development as well as challenges involved in the collaboration and coordination of various IMP stakeholders are also examined. The case study provides examples of mobile applications developed on the basis of the IMP. The governance decision-making process and regulatory framework for IMP management are examined as well. The IMP is interconnected with innovative front office systems such as the Moscow Public Services Portal and Open Data Portal.