Taipei City launched an integrated hotline in 1999 to provide citizens with access to city government services and information. Over time, the hotline expanded to connect over 200 government departments and handle core services within 40 minutes. Usage increased significantly to over 140,000 calls per month as the city integrated departments and improved response times. The hotline demonstrated Taipei City's focus on using ICT to better meet citizen needs and connect them to government services.

1. Smart City Index & Development
–How Taipei City Attract Knowledge Workforce
Dr. Yi-Yuan Yueh, General Director,
Innovative DigiTech-Enabled Applications & Services Institute (IDEAS Institute),
Institute for Information Industry, Taipei, Taiwan
1

2. About III
Founded in 1979 as a Government Sponsored Organization
HQ in Taiwan, with a Goal to Develop a World-class Taiwan
Information Industry
• Facilitate the Development of Taiwan’s ICT Industry
• Promote the Deployment of ICT in Public & Private Sectors
A Quarter-century Continuing Growth：Pivotal Contribution
to the Development of Taiwan ICT Industry & Information
Society
ICT Industry ICT Society
Government Industry R&D IT Professionals Applications
Think Tank Promotion Cultivation Promotion
International Cooperation
2

3. Outline
1 Background
2 Index Introduction & Major Finding
3 Conclusion
3

4. An Irresistible Trend
Urbanization Smarten
Urbanization is a ICT application and
global trend. City service become
replaces country as a enhancers of city
competition unit competitiveness
Global big cities contribute high Smart city is the vision of future
percentage of GDP cities
The top 5 cities in the US and Japan
contribute 70-80% of the whole GDP More than 1,000 cities around the world
The biggest city in England, France have kicked off or keep going the smart
occupies 20-30% of whole country GDP city plan and construction. The CAGR of
Cross-straits cities grow fast involving cities is 20%.
Urban population in China has over 600 •Singapore:iN2015 Masterplan
million, which means the urbanization •S. Korea: U-Korea
is approaching 50 %
•Germany: T-city
In 2011, the city merging policy will
form five new metropolis in Taiwan •….
4

5. Various definitions on “Smart City”
Org. Definitions or Concepts
Intelligent Communities are those which have realized the importance of the
enormous challenges to achieve a Broadband Economy, and have taken
ICF conscious steps to create an economy capable of prospering in it. Indictors
includes: (1) Broadband Connectivity, (2) Knowledge Workforce, (3) Digital
Inclusion, (4) Innovation, and (5). Marketing and Advocacy.
Cities must use new technologies to transform their systems to optimize the
IBM use of finite resources. The topics of the optimization includes Transportation,
Public Safety, Energy & Utilities, Healthcare, Education, and Developments.
A Smart City provides ubiquitous connectivity, future-proof broadband
IDC capacity and total wireless fidelity, with IP-enabled devices communicating
and being managed through a control centre, allowing tenants, residents and
visitors real-time access to key information from anywhere.
According to European Strategic Energy Technology Plan (SET-Plan), in a
Smart City, the activities to be carried out should focus on the
EU competitiveness of new technologies relating to renewable energies, energy
storage, sustainability of fission energy, fusion energy, and the development
of Trans-European Energy networks.
A Smart City provides an advanced ICT infrastructure to enables residents
IFLA andbe "smart" the to make technologyindependent use of these technologies.
To
organizations
use of
good and
must be interactive or must lead to a
transaction, that is, on-line activity must be more than a passive act.
Source: Research of FIND-III, 2009 5

6. Concept of "Smart City ”
Government
Based on ICT, construct a comprehensive
infrastructure, provide the city residents update,
interactive and integrated information
Bring citizens happiness, empower enterprises,
and accomplish sustainable development
Citizen Business
Source: FIND-III & CCID (2010)
6

7. Key Dimensions of Smart city
Smart Environment Smart Citizens
Smart
Government
Citizens’ capability and
An innovative and
real experience of
sustained environment,
using ICT services
with the infrastructure
Smart Smart supporting Smart Service
Government
Services Services communication and The infrastructure and
G2C G2B
service delivery utility services provided
between government , by government to serve
enterprises & citizens. citizens and business
Business Smart Economy development
Citizen
Smart Smart Government
Services The informationization
Smart B2C Smart of enterprises and the The effectiveness and
Citizens Economy innovation momentum efficiency of the
of industries are crucial government in terns of
Smart Environment
to the economy of a management and
city. public service
Source: FIND-III & CCID (2010)
7

8. Why an index is essential?
A set of index to trigger the development of smart city
from Chinese point of view.
Evaluation
Index can：
1. Check the effectiveness of
a city’s development
Reference 1. Be reference for a city’s
development planning
What would we do?
1 2 3
Set up a set of Index
Set up a set of Index Provide solutions
Provide solutions Assist cities in
Assist cities in
as a research tool
as a research tool based on the results
based on the results smart development
smart development
8

9. Outline
1 Background
2 Index Introduction & Major Findings
3 Conclusion
9

10. Index References
City study & ranking Country study & ranking
ICF
Word Bank ITU United Nations
Intelligent Community Awards Vienna Uni. of Tech Knowledge Economy ICT Development IndexE-Government Survey
Smart cities model
Index (KEI) (IDI)
MMF China City
Global Power City Index Informationization EIU IMD
Evaluation Index e-Readiness Index World Competitiveness III
IT industry Yearbook e-Competitiveness Index
competitiveness
CASS CISCO IBM WEF
Blue Book of Urban Intelligent Smarter Cities Networked Readiness Index Brookings Institute
Competitiveness Urbanization (NRI) Global E-Government
Initiative Global Competitiveness Index
(GCI)
10

11. Uniqueness of Our Index
Indicators cover opinions from both supply side
(government/business) and demand side (citizens/business).
Completeness 80% indicators are applied for evaluation of all cities, and 20%
are open to customized features based on each city’s
characteristics.
Collect both secondary data and first-hand survey results.
The first index devoted to Smart City development in Asia-
Pacific. Other than incorporating the notions of renowned
Applicability international research institutes, we take into consideration
the special characteristics of Asian cities (such as high
population density, high economic growth rate, and
industrial cluster).
Forward- We take a closer look into the future of Smart City by
incorporating the latest trends into our index, such as
looking intelligent electric grid, telemedicine services, and
Internet of Things.
11

12. Smart City Index
Dimension
Dimension Pillar
Pillar Indicator
Indicator
Infrastructure Sustainability
Smart
Environment 12/18
18
Innovation Ability
Innovative
Smart City Index
IT Industry
Smart Economy
7/11
11
Economy Enterprises
informationization
Utilities Healthcare
Smart
Service 10/20
20
Education Transportation
Smart Smart Individual
Citizen 5/11
11
Smart Household
Smart Public Security Participation
5/8
8
Government
Governance Source: FIND-III, CCID, 2010
12

13. Data Processing and Analysis
Total 68 indicators, including hard data
Data
Collection and soft data.
39 indicators are selected (April, 2010)
Normalization: [xi − min( xi )] /[max( xi ) − min( xi )]
Normalization
Average method in each pillar
Equal weight for each dimension (20%)
Aggregation &
Ranking Ranking in each dimension and pillar
are calculated.
13

14. Index outcome
Smart Smart Smart Smart Smart
Rank/City Average Environment Economy Service Citizen Government
score rank score rank score rank score rank score rank
1 Taipei City 67.9 73.5 1 81.0 1 32.6 13 85.0 1 67.3 1 • The 1st-layer cities:
2 Hsinchu City 52.6 57.5 4 61.1 2 30.0 15 60.1 7 54.2 10 Urbanized or high-density cities
3 Taichung City 52.3 52.7 5 31.3 14 43.1 4 83.7 2 50.8 14 Excellent in 4 dimensions but
4 Taipei County 51.4 68.0 2 50.9 4 19.5 23 63.3 5 55.5 6 NOT in recognition of “good”
5 Taoyuan County 50.8 51.8 6 43.4 6 27.5 21 67.5 3 63.8 2 Service.
6 Kaohsiung City 50.2 59.4 3 35.8 11 35.6 9 57.2 9 63.1 3 Traffic condition and cost of
7 Miaoli County 46.1 42.2 12 46.2 5 26.2 22 55.7 10 60.0 4 dwelling estate are the major
8 Keelung City 45.6 46.4 10 29.9 16 30.8 14 65.6 4 55.0 8 issues.
9 Chiayi City 44.3 50.9 7 28.8 18 50.0 2 44.2 14 47.5 16
10 Hualien County 43.7 35.6 15 20.4 21 49.4 3 61.3 6 51.7 12 • The 2nd-layer cities:
11 Hsinchu County 43.7 43.2 11 59.9 3 28.2 19 50.8 11 36.1 22
Specific development focus, eg.
12 Ilan County 43.6 47.4 8 34.6 13 39.3 5 45.4 13 51.3 13
13 Taichung County 43.4 36.8 13 40.4 7 28.7 18 58.8 8 52.4 11
Tourism, Culture…etc.
14 Tainan City 41.9 47.4 9 36.3 10 34.4 11 49.0 12 42.4 17 Better recognition of good
15 Nantou County 40.9 35.9 14 38.0 9 34.7 10 36.0 19 59.8 5 performance in Service.
16 Kaohsiung County 36.9 32.3 16 25.9 19 38.3 6 33.8 21 54.4 9
17 Tainan County 36.9 30.8 18 38.7 8 38.0 8 39.1 15 37.8 20
18 Changhua County 36.8 27.4 22 34.8 12 29.1 17 37.5 16 55.2 7 •The 3rd-layer cities:
19 Penghu County 33.3 29.9 21 22.0 20 29.2 16 35.8 20 49.7 15
Lower ICT penetration rate
20 Pingtung County 33.2 31.7 17 31.0 15 27.6 20 36.6 18 39.3 18
21 Taitung County 33.1 25.9 23 13.4 23 52.2 1 36.9 17 37.0 21 Agricultural city
22 Yunlin County 32.2 30.3 19 29.1 17 33.5 12 32.1 22 36.1 23
23 Chiayi County 28.8 30.1 20 14.8 22 38.2 7 22.2 23 38.7 19
14

15. Smart City Development:
From Chinese Viewpoint
1. ICT as a measure
Smart City‧ Touching Living Providing essential services
to make a better environment
1
1 2
2 based on the needs of citizens
ICT Industrial and businesses.
ICT Industrial
Application
Application Clusters &
Clusters & 2. Investment attraction
Strategy-
Strategy- Urban
Urban Attracting more hi-tech
demand as
demand as Renewal
Renewal businesses and knowledge
the core Plan workforce by various kinds of
the core Plan
parks and urban renewal
plans.
Mainland China Taiwan
• Taipei City: Nankang Software
• Suzhou: Industrial Park Park, Neihu Technology Park
• Tianjin: Binhai New Area • Hsinchu City: Science Park
• Nanjing: Yuhua Software Park • Taichung City: Precision
• Wuxi: Sensor Network Park Machinery Technological Park
• Shenzhen: Shekou Industrial Park • Tainan County: Science Park
• Kaohsiung City: Software Park
• ……
•…
15

16. Snapshot of Taipei City
Land：271 sq km
City Population：2,603,651
Metropolitan population:
6,859,069 (44th in the world)
District: 12
USD48,400 Income per Capita
Education: 21 high education inst.
Metro line: 3
Bus line: 421
HQ in Taipei:
16

17. 1. ICT Application Strategy-
demand as the core
17

18. 1999-Hot line for citizens
(60 lines) (88 lines)
(31 lines) 2010.12
2006.8 2008.7 Link more than 200
departments of the city
Set up the integrated line The poison milk incidence government, 16 core
as 1999 for all city was a trigger to raise the services handled within 40
awareness and usage minutes
government departments
Integrate all departments
Investigate and learn from and offer the status check
New York 311 hot line service
80% calls need to be
•Usage increase answered in 10 seconds
Totally 140,000 calls a month (4,535 calls per day)
•Set up FAQ databank
There are more than 6,600 FAQ in the databank
•Multiple channels
Establish a website for 1999 providing the same services
•Results
Awareness：97%
Instant response rate：over 90%
Overall Satisfaction: 70-76%
18

19. Intelligent Transportation System
Location: Taipei
Challenge:
Taipei city government has used ITS (Intelligent Transportation
System）for more than 3 years, which has accumulated abundant
experiences and achievements. The major goal of ITS in Taipei city
is to increase the efficiency of traffic management and the quality of
traffic services. The key practices are below.
In 2007, traffic monitor system of freeway was set up. With upgrade
GIS, back-end platform, and backup system, this system increases
the efficiency of freeway traffic management and provides real time
Solution information for residents to search.
In 2008, personalized traffic guidance system was set up which
provides personalized traffic information for individuals with
different devices.
In 2009, parking lot guidance system in 12 districts was set up.
In 2010, Taipei bus information and transit system was set up which
combines all bus information in metropolitan Taipei area for
residents to search through Internet and mobile network.
In 2011, Taipei city government plans to combine traffic information
both for mass transportation and personal vehicles to provide
residents a full range of information for travel planning.
19

20. 2. Industrial Clusters & Urban Renewal Plans
-- Taipei Technology Corridor
-- Multi-Purpose Renewal Corridor
20

21. Taipei Technology Corridor
Collective Knowledge
Future Port
(Beitou-Shihlin
Technology Park)
Taipei city
HQ Clustered Taipei
Taipei City Silicon Valley (Great Neihu
Government has linked Technology Park)
the hi-tech parks along
the Keelung River and
consolidated industrial
resources. The result
is the Taipei Digital Content
Technology Corridor, a Asian Star (Nangong
768.5 hectare, 20-KM Business Park)
long operations hub
that establishes an
ideal environment for
future expansion.
21

22. Great Neihu Technology park
Park Area: 5.42 km2
Positioning：
Headquarter based
Technology Creative
Center
Neihu District
Human Resource
• Taiwan's first hi-tech headquarter park to Training Center
be developed by private enterprises with Emerging Enterprises
the support of the Taipei City Government. Incubation Center
• The park is a stronghold of the information
technology, telecom and biotech industries.
• More than 3,400 companies have based
their operations here, bringing with them
around 90,000 IT talents.
• Over the past 5 years, revenue at the NeiHu
Tech Park has grown by an average of 30%
a year, making it the most profitable tech
park in Taiwan. NeiHu Tech Park is rapidly
moving toward its new goal of USD $160
billion yearly revenue. 22

23. Nangang Business Park
Industrial Revolution and Urban Renewal Plan
Bio-
Bio-
Vision : To Be “Taiwan Brain Power Base” technology
technology
Center
Center Software
Software
•Integrate Manufacture
Center
Center
System (Past) Main
Main
Station
Station
•Intensify Service
Center
Center Convention
Convention
Mechanism (Future) & Exhibition
& Exhibition
Nangang District Cultural
Cultural Center
Center
Old Industry
Transformation Creativity
Creativity
•Amplify Transportation Center
Center
Facilities
Knowledge-based Five Centers
Five Centers
•Participate in National Innovation Hub
Flagship Scheme Knowledge Peaceful & •Internalize
Economy Comfortable
• Attract Foreign Environment
External Cost
Nurture
Investment Creation •Upgrade Spec of
Public Facilities
Source: Department of Urban Development ,Taipei City Government 23

24. Multi-Purpose Renewal Areas
• Commercial District
• Creative Cultural Business
• Art Performance
• Hospitality and Catering
• Leisure and Entertainment
• Hi-Tech Wholesale & Retail
24

25. Outline
1 Background
2 Index Introduction & Major Finding
3 Conclusion
25

26. Conclusion
For most cities, the infrastructure in a city is more focusing on
wireless network , website set-up, databank build-up, but less
emphasizing on the usage and real experience of citizens in
terms of ICT application. Actually, what matters is the
satisfaction and feedback from users.
The viewpoint of a smart city for Chinese has to do with an
integrated and intelligent environment that respond constantly
to the needs for public sanitation, smooth traffic, less polluted,
and affordable dwelling estate. The aim is to provide a better
quality of life for all citizens .
To cultivate the knowledge workforce for a city, an industrial
cluster is a good way to increase job opportunities and attract
talents to the city. For the private sector, a comprehensive
plan for urban renewal and ICT infrastructure is essential to
grow business and long term development.
26

27. III’s Belief：
Fill up the gap of last mile
Citizen Education
Business
Information Technology Service Management Association
27

28. Thank You
for Your Attention!
yyyueh@iii.org.tw
http://www.iii.org.tw
28