Integrated Command

and Control Center

Maturity Assessment Framework
and Toolkit

Draft version 1.0

Ministry of Housing & Urban Affairs

(MoHUA)
December 2018

Maturity Assessment Framework and

Toolkit to unlock the potential of Integrated
Command and Control Centers (ICCCs).

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Maturity Assessment Framework guidance document is a toolkit
to assess the maturity of ICCC as an infrastructure. This
framework aims to help Smart Cities optimize their ICCC
investment through do-it- yourself assessment to identify gaps
under functional, technological and governance aspects of ICCC.

Disclaimer: This is confidential working paper and hence it represents work in progress
concept. It is not meant to represent the position or opinion of Ministry of Housing and
Urban Affairs, nor the official position of any staff members. Documents is circulated
only to seek feedback and suggestions over the draft concept framework.

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 Table of Contents
1.Foreword ...................................................................................................................................... 6
2. Setting the Context...................................................................................................................... 8
2.1 Why Integrated Command and Control Center?................................................................... 8
2.2 ICCC architecture .................................................................................................................10
3. MoHUA Livability Index @Smart Cities ................................................................................... 14
How Cities are doing it today in our Country?........................................................................... 16
4. Need for ICCC assessment ......................................................................................................... 17
5. ICCC Maturity Assessment Framework.................................................................................... 20
6. Maturity Assessment Process ................................................................................................... 23
6.1 Stage I: ICCC Maturity Self- Assessment Toolkit Explained .................................................. 24
I. ICCC Functional Capability Assessment ........................................................................... 24
II. Technology Assessment ..................................................................................................... 28
III. Governance Assessment.................................................................................................. 31
ICCC Maturity Ranking............................................................................................................. 35
6.2 Stage II: On Site Maturity Assessment ................................................................................... 36
Maturity Score ........................................................................................................................... 36
Classification ............................................................................................................................. 36
Description ................................................................................................................................ 36
7. Securing the ICCC Ecosystem ................................................................................................... 39
8. Way Forward............................................................................................................................. 46
Annexure I: Case Studies .............................................................................................................. 47
Case Study I: Rio Operations Center, Rio De Janeiro, Brazil ................................................... 47
Case Study II: Integrated Centre for Security and Emergency in Madrid ................................ 54
Annexure II: ICCC Functional Use Case: Street Light Management ...................... 61
Annexure III: ICCC Maturity Assessment Analysis ...............................................65
Functional Maturity Assessment Analysis ................................................................................ 65
Technical Maturity Assessment ................................................................................................ 65
Governance Maturity Assessment ............................................................................................ 66
Annexure V: Use Case Repository ....................................................................................... 68

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A. Safety and Surveillance ................................................................................................... 70
Linked Indicators: Livability Index Framework........................................................................... 70
Use Case 1: How to make city a safer place to live? ................................................................... 70
Use Case 2: How to ensure safety of citizens during emergency/disaster situations? .............. 72
Use Case 3: How to predict crime in a City using Data Analytics? ............................................ 74
B. Solid Waste Management ................................................................................................75
Use Case 4: How to improve cleanliness at public places? .........................................................75
Use Case 5: How to improve Public Toilet facility? .................................................................... 77
Use Case 6: How to manage Solid Waste Management Operations effectively? ....................... 78
Use Case 7: How to manage on demand waste collection in city? ............................................. 79
C. Water Supply ..................................................................................................................... 80
Linked Indicators: Livability Index Framework........................................................................... 80
Use Case 8: How to monitor pressure of water supplied in city? ...............................................81
Use Case 9: Reduction of potable water wastage in the city? .................................................... 82
D. Emergency and Disaster Management ........................................................................ 83
Use Case 10: Reduction in losses during events of fire break-out?.......................................... 83
Use Case 11: How to reduce the damage to property/life in case of Disaster/Emergency event
in a busy area of city? .................................................................................................................... 84
E. Service Delivery................................................................................................................. 85
Linked Indicators: Livability Index Framework........................................................................... 85
Use Case 12: How to monitor and manage civic complaints effectively? ................................ 86
Use Case 13: How to gauge Citizen Satisfaction to citizens to improve service delivery? ....... 87
F. Civic Health Use Cases ..................................................................................................... 89
Linked Indicators: Livability Index Framework........................................................................... 89
Use Case 14: How to effectively tackle mosquito borne diseases in city? ................................ 89
Use Case 15: How to strengthen Civic Health Care delivery in the City using Data Analytics ?
…………………………………………………………………………………………………………….90
How to strengthen Civic Health Care delivery in the City using Data Analytics? ......................... 91
Use Case 16: How to predict Stray Dog menace in the City? .................................................... 91
Use Case 17: How to reduce victim transit time from accident location to Hospital? ............. 92
G. Street Light ......................................................................................................................... 94
Use Case 18: How to monitor and maintain street lighting networks remotely ...................... 94
H. Transit and Mobility Use Cases ..................................................................................... 96
Use Case 19: How to manage the City Bus Operations effectively? ......................................... 96
Use Case 20: How to do City Traffic Planning using Data Analytics? ...................................... 97

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Use Case 21: How to identify open parking spots in City? ....................................................... 98
Use Case 22: How to monitor entry of vehicles to restricted Zones? ..................................... 100
I. Roads Management ......................................................................................................... 101
Use Case 23: How to reduce citizen inconvenience during road maintenance? ..................... 101
Use Case 24: How to effectively tackle potholes problems in City? ....................................... 102
J. Waste Water Treatment .................................................................................................103
Linked Indicators: Livability Index Framework..........................................................................103
Use Case 25: How to control affluent disposal into city water bodies? ...................................103
Use Case 26: How to ensure the storm water network readiness before rains? .................... 104
K. Environment .................................................................................................................... 106
Linked Indicators: Livability Index Framework......................................................................... 106
Use Case 27: How to address air and noise pollution in city using environmental Sensors? 106
Use Case 28: How to increase the green cover of the City? ..................................................... 107

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 1.Foreword
India is urbanizing exponentially with the expected influx of over 400 million people over
next 35 years. This rapid urbanization presents a great opportunity for India to leapfrog
stages of development, and at the same time address the chronic urban challenges. Rate
of development of urban infrastructure in India has lagged population growth resulting
in demand and supply gaps across sectors such as water, waste management, energy,
mobility, the built environment, education, healthcare and safety.

Government of India, recognizing these challenges and opportunities, launched the 100
Smart Cities Mission in June 2015. Since the launch of the mission, 100 smart cities have
been identified and cities have started executing civic infrastructure and ICT projects as
per mission guidelines. Cities have conceptualized projects which enable them to do more
with less, enhance their operational efficiency, and deliver timely and quality services to
citizens.

In order to do more with less, cities are looking around for ground breaking technology
interventions to manage the demand of exponentially growing population in cities (also
attributed due to migration from rural areas for better economic opportunities) to bring
in efficiency and optimization for providing better living environment to its inhabitants.
Integrated Command and Control Centre platform equips cities to do more with less by
graduating to real time data driven decision/policy making with better situational
awareness as compared to traditional inefficient silo-ed departmental approach of city
administration. Integrated Command Control Centre also reduces the complexity of
dealing with multiple systems/application in different technologies using different
platform by integrating them to common platform to leverage the intelligence for making
informed decisions. Such effective Integrated Command and Control Centers will become
an integral part of India’s cities by sustainably addressing the need of 400 million urban
dwellers who set to get urbanized over a span of next 35 years.

The Integrated Command and Control Center (ICCC) acts as the “nerve center” for
operations management, day-to-day exception handing and disaster management. It also
provides insights by processing complex data sets at an aggregated level to derive

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intelligence for improved planning and policy making. The ICCC is envisaged to aggregate
information across multiple applications and sensors deployed across the city, and then
provide actionable information with appropriate visualization for decision makers. While
few cities have started deploying ICCC under Smart Cities Mission with the requisite
applications, network and sensors, they are at various stages of maturity as far as
informed decision making is concerned. As these ICCCs are implemented it becomes
imperative to gauge maturity of effectiveness using a standard methodology across the
country so that investments made by cities yield commensurate benefits for cities and
citizens in future.

The objective of this assessment framework is to provide cities a do-it-yourself toolkit to

measure maturity and effectiveness of Integrated Command and Control Center in civic
operations management, day-to-day exception handing, disaster management, planning
and policy making. This toolkit intends to assess and enable cities that have invested in
Integrated Command and Control Centers to make mid-course amendments to enhance
effectiveness. For cities which are yet to commence implementation of ICCC, this maturity
assessment will provide a frame of reference for a robust implementation which addresses
people, process and technology dimensions of an effective Integrated Command and
Control Center.

Core Objectives: ICCC Maturity Assessment Framework

Integrated command and control center maturity assessment framework is

conceptualized to achieve the following objectives:

A) To leverage true potential of command and control center platform.

B) Maturity assessment of command and control center platform
components (functional, technology and governance)
C) To create knowledge exchange for peer to peer learning for designing
innovative impactful use cases over ICCC platform
D) Impact assessment of ICCC platform on improving City livability
indicators.

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2. Setting the Context
2.1 Why Integrated Command and Control Center?

The Integrated Command and Control Centers are envisaged to be the brain for city
operation, exception handling, and disaster management. The sensors and edge devices
will capture and generate real time data from various utilities such as water, waste
management, energy, mobility, the built environment, education, healthcare and safety.
ICCC as a platform through its different layers and components will act as a decision
support system (DSS) for city administration to respond to the real time events by
consuming data feeds from different data sources and by processing information out of
the data sets.

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The ICCC will be used for:

 Increasing the situational awareness by providing insights using data for civic
officials across urban functions through deployment of sensors across the city.
 Standardizing response protocol at city level through institutionalization of
standard processes for recurring events, issues and exigency scenarios.
 Enhancing collaboration across multiple departments within and outside
urban local bodies and government bodies.
 Institutionalizing data driven decision making for regular operations and
during crisis situation across levels of city functionaries – right from operators to
city administrators.
 Engaging with on field support staff to address civic issues and citizen grievances.

Case Study: Integrated Command Control Center

Rio Operations Center, Rio De Janeiro, Brazil
•The Rio Operations Center's responsibility is to control the city's daily
operations, integrating several departments involved in Rio's routine; and to
manage crisis and emergency situations. Traffic emergency time response has
been reduced significantly with citizens alerted about traffic snarl ups and
accidents and redirected to the best routes.

Integrated Centre for Security and Emergency in Madrid

•Because of insight generated by a comprehensive,real-time view of events
across the city, emergency managers can better assess needs, prioritize and
coordinate actions, and proactively deploy assets to address—and potentially
prevent—multiple, complex incidents

Surat SMAC, Gujarat

•This center collects functional information of all the departments and public
on a real-time basis. Automated sensors and systems send various data sets to
the SMAC, which are analyzed to avail important information to make
decisions. All the online applications and mobile applications of SMC for
people-centric services would be monitored from one place at the Smart City
Centre.

Refer Detailed Case Study in Annexure I

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2.2 ICCC architecture

A holistic ICCC platform will basically include four layers in the system, as mentioned
below:

The Data Acquisition Layer consumes real time data from sensors devices, data
sources, static and real time data feeds from different applications, systems and databases
etc. for air and water quality monitoring, ambient light sensors for street light
management, metering devices, telematics and location based devices, proximity sensors,
surveillance and safety cameras, sensors for disaster detection, level sensors for solid
waste management etc.

An ICCC can either collect data from sensors or process the same to generate information
from the data collected and aggregated through its various components to generate alerts,

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or it can connect to COTS and bespoke applications so that alerts generated by the
integrated COTS/bespoke application/systems.

This layer enables other components of ICCC to aggregate, consume and

process the data for deriving information.

The Data Aggregation and Analytics Layer is responsible for deriving information
and intelligence from data captured from various data sources through data acquisition
layer. Data Aggregation and Analysis comprises of components for extraction and
transformation of data from different systems, data sources and different data formats.
For ex: Health records are captured from Integrated Hospital Management System ,traffic
information is captured from Adaptive Traffic Management System and Ambulance could
be tracked using Vehicle Tracking system in different formats. ICCC Data aggregation and
Analysis Layer is able to process the information and allows users to use information from
different systems as per requirements.

Data Analytics components are used to perform data churning to derive intelligence from
different data sets across the domain. This intelligence can then be used for exception
handling and visualization in different scenarios through various analysis using ICCC
components or third party tools/applications:

a) Predictive Analytics
b) Diagnostic Analytics
c) Prescriptive Analytics
d) Sentiment Analytics
e) Video Analytics

This layer enables ICCC to derive intelligence from the information collected
from Data Acquisition and Collection Layer.

Business Logic Application Layer is the core application engine of the ICCC platform
which help end user to design and configure standard operating procedure, manage
external and internal trigger, policy implementation, and handling complex events.
Application layer also helps ICCC to handle events in real time complimenting it with

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intelligence and information from various systems. Application layer also manages the
response in different situations as per configured business logic.

It helps in configuring or automating the operations in different scenarios, for e.g.:

a) Defining and configuring Event

b) Defining and configuring External/ Internal Trigger
c) Defining and configuring Event Response
d) Defining and configuring responsibility matrix
e) Defining and configuring incidents and change requests
f) Defining and configuring user access and authorization
g) Defining and configuring access policy of field assets

Application layer at ICCC allows to communicate with different systems. Few similar
examples are mentioned below:

i) Configuring Events and Response for Water Supply operations :

a. Configuring alerts and notification using Smart metering for water
usage/consumption
b. Configuring Events and Trigger over data emanating through SCADA
system for managing water operations
c. Configuring response protocol in case of leakage detection and
d. Configuring response protocol in case of effluent detection etc.
ii) Event and Response Management for Waste Water Treatment
a. Configuring alerts and notification using SCADA for waste water treatment
systems for its on field employees
b. Configuring alerts and notification using for level detections at treatment
plant
c. Configuring Events and Trigger for managing energy consumptions of
pumping control systems for storm water management

This layers enables ICCC to handle the events to make real time decisions as
per the configured protocol.

Command and Control layer of ICCC is responsible for managing

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 a) Communication with Stakeholders
b) Device Control ( asset, access and authorization)
c) User Interface and Visualization
d) Complex Real Time Event Handling
e) Service Management

The command and control layer will house the action oriented SOP’s, incident
response dispatches and management systems (rules engines, diagnostics systems,
control systems, messaging system, events handling system), and reporting / dashboard
system to provide actionable information to city administrators and citizens. While this
layer will exist in most Integrated Command and Control Centers from inception, it will
be flexible to accept inputs from various downstream applications and sensors as and
when they get introduced in the city.

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3. MoHUA Livability Index @Smart Cities
The Government of India, with support from various State and Local bodies, is running
several flagship programs for urban development. With the purpose of making Indian
cities more livable, MoHUA had launched one such initiative of ranking cities using a
livability index which measures parameters across urban domains. All cities are striving
to achieve a good score on this index, which gauges the quality of life for the citizens
through improvements across multiple dimensions like housing, transportation, utilities,
mobility, ICT, health, education, economy, etc.

The index is based on a set of ‘Livability Standards in Cities, the source of which are the
24 elements contained in the Smart City Proposals (SCPs), which have been grouped into
15 categories. These categories are part of the four pillars of comprehensive development
of cities. A total of 79 Indicators (57 Core Indicators and 22 Supporting Indicators) have
been prescribed where while the Core Indicators are considered an essential measure of
livability of cities, the Supporting Indicators supplement the Core Indicators by adding
value to them. These are organized in 15 ‘Categories’. Sub-Indexes will be developed for

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each of the categories to form 15 ‘Category Indexes’, which will be aggregated to a common
‘City Livability Index’ for each city on the 79 indicators.

The Integrated Command and Control Center, if operationalized and managed

successfully, can play a pivotal role in improving the livability of a city by ensuring
efficient service delivery and quicker response to emergencies/crisis situations/hazards.
It will in turn assist in improving the benchmark scores of cities on livability index by
enhancing the monitoring of city services, data collection and analysis, based on which
the ULBs can make informed decisions leading to better quality of life for the citizens.

Understand efficiency in the way resources are used and consumed over a
period of time
Efficiency in
Operations

Understand efficiency of municipal employees/contractual deployed for

managing city operations
Understand financial efficiency of other urban interventions through
measurement of improvement across urban domains facilitated through
availability of data and video evidence pre and post implementation
Improvement in service delivery of municipal services (certificates,
licenses) and grievance redressal
Improvement in urban utilities & services such as water, waste water
Improvement in Quality of Life

treatment and storm water management; waste management; street light

etc.
Improvement in civic infrastructure such as housing, roads, bridges, parks,
garden, swimming pool and libraries etc.
Improvement in urban transportation across different modes, and traffic
conditions in the city.

Improvement in safety, health and education indices in the city.

Improvement in city environment in terms of quality of air to breathe,

quality of water for civic consumption, and pollution free lakes, river and
civic open areas.

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Hence, it is imperative that the functions and operations of the ICCCs are aligned with
key performance indicators as defined under Livability Indicators that capture the extent
and quality of infrastructure, service delivery (water supply, SWM services, healthcare, e-
Governance, etc.), and emergency response services.

How Cities are doing it today in our Country?

More than 11 cities have already set up their ICCC with an overall investment of 1550
Crore. Further 28 cities have started work on setting up of such centers and 22 more are
in the advanced stage of pre- work preparation.

The real value of Integrated Command and Control Center lies in optimizing
city operations and making informed decisions. Additionally, there is no
uniformity in the implementation models that are adopted around the country. In many
cities, departments/ organizations have decided to set up their own Command and
Control Center to deliver one particular function (for instance using Command and

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Control Center for the police to look after safety and security or to manage water related
function) whereas on the other hand select cities have aggregated entire city operations
under an Integrated Command and Control Center. While the city may chose the hub and
spoke model or integrated model based on the way ULB functions are organized, it is
important that the Integrated Command and Control Center is used for viewing,
correlating, commanding and controlling city operation – including day-to-day scenarios
and use case and exception management.

4. Need for ICCC assessment

Significant investment has been made for these facilities; however they are yet to be
hardwired into day-to-day urban management functions of the urban local body. In the
absence of a best operational model to look up to and lack of guidance available on the
service integrations, there seems to be a wide-spread ambiguity amongst the executed
ICCC projects regarding where they are standing currently and the goal they are aiming
to achieve.
The assessment model provides a simple form of benchmarking the ICCC ecosystem in
Smart cities across the country. These benchmarks would be running in parallel with the
livability standard and categories of indicators and will further cover the essential aspects
of an ICCC that is optimized in terms of the utilization of the governance, and technology
framework to help make the city more livable and developed.

Further, the assessment will allow smart cities to gauge the maturity level of the existing
ICCCs investment and identify areas where improvements are required. It will also act a
launch pad for the cities which are yet to commence their city operations and system
integrations.

The assessment shall enable cities to understand the impact of ICCC over
following parameters connected with livability indicators and identify how
urban operations have improved over a period of time – over and above
traditional way of operations management.

In order to drive the return on investment from ICCCs infrastructure, we will need to
assess the current maturity level of the individual function/use-cases/services and

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 identify the gaps and address them to ensure proficient delivery of city services. We
intend to find answers to following question through assessment activity:

Functional How effectively are we managing civic functions/utilities through ICCC platform ?

How effectively are we managing civic mobility through ICCC platform ?

How effectively are we managing safety and security operations/utilities through

ICCC platform ?
How effectively are we managing Emergency situation through ICCC platform ?

How effectively are we able to ensure convergence of applications/systems/databases

through ICCC platform ?

Governance Are we equipped with required Policy framework to manage the civic operations
through ICCC ?

Do we have required manpower to man ICCC operations to manage complex events in

real time ?

Do we have responsiblity matrix in place ?

Do we haveBusiness Continuity plan in place to deal with operation disruptions ?

Technology What is maturity level in terms of leveraging key components of ICCC platorm ?

Are we leveraging all available components of ICCC Platform/Product ?

Are we able to put technology to use for managing city operations for improving
Livability indicators ?

Are we able to effectively customise the platform as per city requirements ?

Digital maturity assessment framework and toolkit is explained in next section.

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 ICCC Maturity Assessment
Framework and Toolkit: Explained

Digital Maturity Assessment Framework and Toolkit is explained in detail to assess

the maturity of ICCC over Functional, Technical and Governance dimensions.

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5. ICCC Maturity Assessment Framework
ICCC Maturity Assessment Framework assesses the ICCC ecosystem on the following
dimensions:

• Functional coverage refers to the city utilities and services

such water, waste water, storm water, sanitation, waste
Functional management, roads, traffic, and street lights, social
infrastructure such as education, healthcare, leisure and
recreational facilities, and services such certificate,
permissions and license issuance etc.
Technology
• Technological coverage refers to the technological
capability, scalability and security components etc. of
the given product.
• Governance essentially refers to people side of the
Governance
system with emphasis on the governance policies in
place to operate the city ICCC efficiently.

Maturity Framework assesses the level of maturity of above mentioned components

through a detailed questionnaire to understand how effectively the city has leveraged the
capabilities of Integrated Command and Control Center to improve its day to day
operations, policy and decision making. Maturity Framework would also help cities in
identifying the implementation, technological and operational gaps under various smart
solution projects so that Integrated Command and Control Centre could achieve its true
potential.

Maturity Assessment Framework would also expose cities to various possibilities of

efficient and effective urban governance which impacts day to day life of its citizens and
officer managing the infrastructure/utilities operations. ICCC effectiveness would be
gauged through functional use cases like Water Supply/ Solid Waste/ Civic Services/
Emergency Management etc. Objective is to focus on functional aspect of governance
through ICCC with objective of bringing all civic bodies operations under one roof to
achieve efficiency and effectiveness through standardization, achieve better situational
awareness for bringing in optimization, and reduce human touchpoints in providing

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response and developing capability to manage complex situations in real time through
ICCC. Assessment model framework is explained bel0w:

Parameter Description Components

Use Cases Categories :
 Civic Utilities
a) Water
b) Solid Waste
c) Sewerage & Drainage
d) Roads
e) Street Light
f) Property Tax
Functional capabilities of  Mobility Services
ICCC would be assessed by a) Public Transport
measuring the maturity of b) Traffic
given functional use case on c) Public Parking
Functional ICCC capabilities. d) Public Cycle Sharing
Capability  Safety and Surveillance
For instance - Is ICCC able to  Emergency and Crisis Management
activate the pumping station  Convergence
based on increase in water a) ERP
levels? b) GIS
c) Call Center
d) Notification Gateway
e) Mobile Apps
f) Websites
g) Messaging Display
h) Public Address System
Each use case would be assessed over all
four capabilities (visualization, analytics,

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 communication and control) and score
would be assigned to each use case.
 High maturity- 3 marks
 Medium maturity- 2 marks
 Low maturity -1 marks
 Sensor Integration for data
acquisition and aggregation from edge
network in city.
 Network layer
 Data center layer
 Applications layer
Technical Capability of ICCC
 Data Analytics and Co-relation layer
would be assessed by
 Command Control layer
Technical measuring if given ICCC
 Service delivery layer
Capability product platform components
 Security layer
are leveraged by given
organization.
Maturity of each parameter would be
assessed and score would be assigned as
follows :
 High maturity- 3 marks
 Medium maturity- 2 marks
 Low maturity -1 marks
 Integrated Command and Control
Governance Capability of
Center governance covering etc.
ICCC ecosystem would be
 Resourcing and staffing
assessed by measuring the
Governance  Field force management
capability of key parameters
Capability  Decision making framework
with respect to ICCC to
Maturity of each parameter would be
ensure smooth operations of
assessed and score would be assigned as
ICCC.
follows :

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  High maturity- 3 marks
 Medium maturity- 2 marks
 Low maturity -1 marks
Assessment approach and scoring for each components are explained in detail in next
sections.

6. Maturity Assessment Process

Maturity Assessment Process: ICCC Maturity Assessment process is a three step
process which covers the following steps:

Stage I: Self-Assessment Criteria

•Cities would be required to submit Maturity Assessment along with evidence over functional,
technical and governance components.
•Only Cities which clears minimum threshold score would be eligible for Third Party Audit Process.
•Time Duration : With in 6 Months

Stage II: Third Party On-Site ICCC Maturity Assessment

•Third Party Assessment would be required to audit Integrated Command Control Center Maturity as per
Self Assessment submitted by City SPV.
•Third Party would be identified and engaged by Ministry of Housing and Urban Affairs,GoI
•Timelines : With in 60 days of submission and acceptance of Self Assessment

Stage III: Maturity Assessment Certification

•Cities ICCC would be mapped onto following Maturity Levels
•Level 1 : Enabled
•Level 2 : Established
•Level 3 : Leader
•Level 4 : Lighthouse
•This Assessment would be done as per defined functional use cases as per city readiness.

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6.1 Stage I: ICCC Maturity Self- Assessment Toolkit
Explained
Under Self-Assessment stage, cities would be required to assess and submit assessment
over following components of Integrated Command Control Centre:
a) Functional Capability
b) Technology Readiness
c) Governance Capability

Evaluation criteria for above mentioned components are explained below:

I. ICCC Functional Capability Assessment

The first component of the framework is assessing functional capability of ICCC i.e. the
civic utilities or services being monitored by either the system or the people deployed at
the facility. This shall include the services which are supposed to get integrated with the
ICCC and covers the primary services given out by the cities:

a. City Utilities and Civic Services: These primarily include civic services
provided by the urban local body (ULB) to cater to daily needs of publicist citizens
in general. The framework considers that a city ICCC must integrate & monitor
these services at its facility as any disruption in the services and lack of timely
response could lead to poor service delivery. Few basic utilities managed by ULBs
are as follows:
a. Water Supply and Waste Water Management: The water supply and its
quality treatment is done by ULBs. Waste water treatment operations also
managed by ULBs.
b. Solid Waste Management: This includes services like residential garbage
collection, construction and debris collection, and recycling of the waste
collected and disposal on daily basis
c. Smart Street Lighting Management: This refers to the management of
network of street lights installed across city limits to ensure safe streets.
d. Environment: It refers to the various sensors installed across city to monitor
data from sensors like pollution sensors, noise sensors, light sensors, etc.

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 b. City mobility services: These services refer to connectivity services provided by
the city for public to travel from one point to another. It includes provision of
connectivity, accessibility and also public space for parking of vehicles. The three
broad domains can be listed as below:
a. Transit Management (connectivity): It refers to management of
public transport vehicles like buses, taxis, and trains etc. which assist public
in connecting to various parts of the city.
b. Traffic Management (accessibility): This refers to the planning &
control of transport services across city to manage the traffic flow within the
city.
c. City Parking Solutions: It refers to the management of public parking
spaces in terms of usage as well as revenue collection.
c. Safety and Security: Primarily the function of police, these refers to operations
to enhance the safety of the public and provide necessary surveillance information
to Police for both reactive and predictive policing. CCTV surveillance has been an
important component across the multiple cities with increasing usage of video
analytics to provide police with timely alerts for action.
d. Crisis Management: These services addresses the major disaster-related events
which may occur in a city affecting city as a whole (e.g. floods) or a part of the city
(e.g. fire accident). The Crisis management operations in a city includes medical
services, fire brigade and police which may need to react either together or in any
combinations based upon the type of exigency. Being an important aspect of city
ICCC, it is imperative that crisis management should be in place and properly
implemented covering all the possible events which may disrupt either part of or
complete city.
e. Convergence: There are certain enterprise systems/application used by city
government to support city operations. Services like geo-graphical information
system (GIS) for the city tags all the important functions of a ULB on a map
providing them a holistic view of the city. Service like Enterprise Resource
Planning (ERP) is essentially integrated management of core processes across
various services providing real-time, digitized information about the system. Such
services cut across the length and breadth of the core services and thus must be

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 addressed in the city ICCC as they assist city administrators in visualizing
information at pan-service & pan-city level with functionality to drill-down on
specific part of the city or specific service if required.

These services can be assessed in detail on the basis of respective functional use case
configured with ICCC platform. In first stage, cities will do the self-assessment of maturity
of specific domain as per its readiness at ICCC. Smart City ICCC functional assessment
would comprises of following component for each use case mentioned above:

a) Data Acquisition and Visualization

b) Data Analytics and Co-relation
c) Communication
d) Command and Control
Score would be assigned based on entering maturity of specific use case on 4 dimensions.
Functional Assessment Toolkit

Functional Maturity Assessment Criteria << Domain>>

illustrative
Data Acquisition and Visualization Capability Assessment 100%

Have sensors devices, activators been deployed as a part of field

infrastructure?
Are the sensors deployed on the field geo-referenced?

Do the sensors provide real-time data?

Is the sensor data available at command center?

Is the domain application data available at command center?

Is the sensor data available in a geo-referenced manner at command

center?
Is the data from respective domain application/smart solution available in
a geo-referenced manner at command center?
Maturity Level High / Medium /
Low
Data Analytics and Co-relation Capability Assessment 100%

Does the sensor data generate exceptions based on pre-defined SLA

thresholds?

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 Are the thresholds automatically refreshed based on ground conditions?

Is the data from sensor/ systems analyzed with data from other
sensors/applications based on time of event?
Is the data from sensor/ systems co-related from data from other sensors
based on location of event?
Does the co-relation from multiple sensors/ systems result in generation
of alerts / exception?
Does the co-relation offer diagnostic analysis of event?

Does the co-relation offer prescriptive actions from event?

Maturity Level High / Medium /

Low
Command & Control Capability Assessment 100%

Does the system offer standard operating procedures based on alerts?

Does the system provide real-time view in terms of video, geo-location

post generation of alert?
Are the standard operating procedures (SOP) defined to include point of
contact responsible?
Are the standard operating procedures defined to include action for
person responsible?
Are the standard operating procedures defined to include pre-requisites?

Are the standard operating procedures defined to include procedures?

Are the standard operating procedures defined to include on-field/premise

assets?
Command & Control Maturity Level High / Medium /
Low
Communication 33%

Is the communication protocol (mode, contact details, alternates) included

in the SOP?
Does the system provide for audio communication over multiple channels
to first respondent?
Does the system provide for audio communication over multiple channels
to all responders?
Does the system provide for video communication to first respondent?

Does the system provide for video communication to all responders?

Does the communication channel provide for recording and playback?

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 Communication Maturity Level High / Medium /
Low
ICCC Functional Maturity Level High / Medium /
Low

Scoring Assessment: Functional Maturity Assessment

Functional Maturity Low Medium High

Score < 50% 51%-80% >80%

City would be able to assess the gaps under functional maturity based on self-assessment
for specific domain. City administration is advised to bring its majority of operations
systems from various domain under ICCC and measure the maturity of ICCC functional
components to assess if ICCC platform is capable of managing its multiple and complex
events on day to day basis.

Over and above ICCC Functional Maturity, ICCC needs to be assessed over Technology
and Governance components. In next section, technology and governance toolkit is
explained in detail.

II. Technology Assessment

Technology assessment score would be assigned based on maturity assessment of

individual components of ICCC Platform to gauge the ICCC capability to support the
functional requirements of city administration

a) Data Acquisition and Collection Layer includes components for data acquisition
and collection from various devices/ systems/ applications in different formats

b) Data Analytics and Correlation Layer includes components to aggregate and

process the data for analysis on different dimensions in order to derive intelligence
out of information collected through different sources.

c) Application Configuration Layer includes components involved in defining and

configuring the multiple and complex events and its automated response.

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 d) Command and Control Layer includes components to manage the response,
assets, devices, on field users and resources to address civic issues.

Technological Assessment Toolkit

Illustrative assessment framework with sample questionnaire is as follows:

Data
A Criteria Response
Acquisition
Ability to collect and aggregate data in real time generating from
Integration with
A1 on field sensors/Edge Infrastructure like Bin Sensors, Water
Sensors
Sensors, Environment Sensors, Access Sensors, Actuators Sensors.

Ability of ICCC platform to consume raw data feeds from different

data sources and ability to prepare information for downstream
uses. E.g. Ability to process data coming through online systems,
A2 ETL Capability
mobile apps, social media, edge sensors, third party applications
and tools, data files ( EXCEL, GIS etc.) and different data bases for
effective interpretation.
Integration with Ability to consume video feeds generating from various application
A3
Video Feeds capturing videos like Surveillance, Parking, Traffic etc.
Integration with Ability to consume real time data feeds from various
Data Feeds and systems/applications using APIs. For example capturing and
A4
Publishing Data monitoring data feeds related to Traffic Violations or Congestion in
Feeds real time etc.
Configuration
B Criteria Response
Layer/SOP
Ability to configure to Standard Operating Procedure using ICCC
Platform using data feeds form different systems/applications
Configuration of converging at I CCC .For E.g.: Allocating Ticket to field engineer of
B1
SoP, Alerts road department when ICCC receives potholes complaint. Or
Generating Alert to Hospitals and Police Station in an event of Fire
break out.
Ability of ICCC platform to configure and use GIS application and
Configuration of open street maps for doing GIS analysis of domain specific use cases.
B2
GIS For Ex: ability to view Civic Utilities like Fire Hydrant across city
on City Map. Or Ability to identify city slum pockets on city map.

Ability to view SLA compliance/ non-compliance of various projects

Configuration of
B3 and applications using ICCC application. For ex : Garbage Collection
SLAs
SLA, Water Quality , Network Operations SLA etc.

Ability to configure user access and authorization control to provide

Configuration of
specific set of information/data/application control to designated or
B4 Data Security
authorized set of users. For E.g.: Ability to restrict water department
Features
operation team to view water billing data (if not authorized).

Configuration of Ability to manage and monitor the network performance through

B5
Network Control ICCC platform using NMC application or third party application.

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 Configuration of
Ability to configure and manage the user access to different
B6 User Access
application /facilities through ICCC.
Control
Configuration of Ability to configure and manage user notification as per configured
B7 Notification protocol. For E.g.: In case of SLA breach or alert, notification should
Control be generated to configured user through ICCC application.
Data Analytics
C and Co-relation Criteria Response
Layer
Ability to provide sentiment analytics of configured key
words/accounts through internet crawling through ICCC platform.
Sentiment Ability to categorize key issues/topics/words in real time on social
C1
Analytics media platform ( Twitter, Facebook, Google+, Website Discussion
Forums, News Papers) which are contributing to negative/positive
perception among citizens.

Ability to make predictions about future events using past

data. Predictive analytics uses many techniques from data mining,
statistics, modeling to analyze current data to make predictions
Predictive
C2 about future. For E.g.: Predicting key areas of civic concerns in
Analytics
specific areas using past and current data from city compliant
management application/social media etc. or Predicting Bill
projections of property tax using collection trends in past year.

Ability to find best course of action for a given variable

situation/scenarios .For e.g. : Choosing shortest routes or number
Prescriptive of vehicles to collect garbage in given time slot in a day based on
C3
Analytics various factors like traffic congestion, proximity to transfer stations
etc. Or planning best traffic planning with objective to reduce
congestion during festivals at different point of time in a day.
Ability to do the root cause analysis using data slicing, data
aggregation, data mining, data discovery and correlation
Diagnostics
C4 techniques using ICCC platform. For ex: Identifying key contributor
Analytics
to mosquito borne diseases: Monsoon or poor cleaning of drainage
or specific patterns of temperature in given season.
Ability to view insights using past data for given data set. For Ex:
Descriptive
C5 Property tax Collection through different channels in given month in
Analytics
past three years.
Ability to automatically analyzing video to detect and determine
temporal and spatial events. For ex: Identifying number plates of
C6 Video Analytics
vehicles in parking zone to levy high parking rates for vehicles from
outside the city.
Command and
D Criteria Response
Control Layer
Operations/Proces Ability to provide assistance to city operations in various civic
D1
s Control domains namely water, drainage, solid waste ,fire etc.
D2 SoP Control Ability to manage the SoPs lifecycle configured in ICCC platform.
Ability to provide access or restrict access to user group for any
D3 Access Control
facility or applications in real time.
Ability to provide access or restrict access to user group for any
D4 Device Control actuators/devices like water supply sensors or edge devices on
network in real time.

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 Ability to access control like reboot and control any sensors on
D5 Sensors Control
network in real time through ICCC platform.

Ability to assist field force of city administration by providing

Field Force
D6 required support like assisting them by providing requested
Control
information and support in real time to manage civic operations.
D7 Asset Control Ability to control the access to field assets through ICCC platform.

Response Option:
1. Yes: Implemented and component capability could be demonstrated with various
functional use cases.
2. No: Not Implemented but product component is available to City Administration.
3. Not Applicable: If component was not part of product specs at the time procurement
thus not implemented at ICCC.
Scoring Assessment: Technology Maturity Assessment

Functional
Low Medium High
Maturity

Score < 50% 51%-80% >80%

Technology Maturity Assessment will enable cities to assess to identify which components
are extensively utilized and which are yet to be utilized to enhance the effectiveness of
Integrated Command Control Centre. Technology Maturity Assessment would push cities
to explore the potential of various components of ICCC platform to manage its civic
operations.

Note: Each component is explained in detailed under Annexure V.

III. Governance Assessment

A city ICCC will not be able to function to its full potential if it does not have proper
governance framework covering people, processes and policy dimensions to support ICCC
operations and its sustenance.

a) Governance Framework: Essentially refers to the presence of governance policies

as guidelines for ICCC manpower in terms of non-disclosure agreements, privacy
policies, knowledge repositories, employment policies etc.
b) Action-oriented dashboards for city leadership: While it is imperative that an
ICCC must be able to display information at aggregated level for city-level

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 management, it is equally important that such dashboards must be regularly utilized
by concerned officials for their day-to-day or in crisis situations
c) Field force management: This includes but not limited to design &
implementation of workforce management plan with well-defined organizational
hierarchy, manpower forecasting as well as escalation matrix for the concerned
authorities to use and respond to situation in real time.
d) Resourcing and staffing: With operations of ICCC being a specialized job,
recruitment policies must be well documented and approved by all the concerned
stakeholders. Once the policies are formulated – it is all the more important the right
resources are on-boarded from departments/hired and that they are available round
the clock for ICCC operations.
e) Technical capacity building: The success of a city ICCC depends on the fact that
the deployed manpower is regularly trained & re-trained on various technological and
functional aspects of the ICCC. Also a training plan must be in place for both staff as
well as executives based upon the functions they need to perform.

Governance Maturity Assessment Toolkit

Illustrative assessment framework with sample questionnaire is as follows:

A Governance Framework Response

1 Approved Data Governance policy is in place?

2 Approved Co-Creation and Data Sharing Policy is in place?

3 Approved CCC Management Structure is in place?

4 Approved CCC Resourcing Policy is in place?

5 100% CCC Seat occupancy SLA monitoring is in place?

6 Interns on boarding policy is in place?

7 ICCC Training and Capacity annual budget is in place?

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 Support to Field Force (Vendors, Contractors, Officers,
Response
B Employees etc.)

1 Field Force uses mobile app connected with CCC?

2 Field Force uses ICCC GIS service for day to day operations?

3 Field Force can communicate two way with City CCC?

4 Field Force SLA monitoring is in place?

5 Scientific Work/area allocation through ICCC analysis?

C Decision Making Framework Response

City Leadership is able to make decision on weekly and daily basis

1
using ICCC analytics?

City Officers is able to make decision on weekly and daily basis using
2
ICCC analytics?

4 Area wise/Department wise KPIs are configured in ICCC?

City Leadership is able to assess performance of its

5
officers/employees through KPI compliance using ICCC?

D Knowledge Management Response

Is Knowledge Management application/services is operational for

1 managing knowledge example critical documents, case studies, local
knowledge etc.?

Stakeholders can update any piece of information or intelligence in

2
Knowledge base using ICCC interface?

FAQs for services, processes and utilities are made available to

3
citizens?

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Scoring Assessment: Governance Maturity Assessment

Functional Maturity Low Medium High

Score < 50% 51%-80% >80%

Governance Maturity Assessment would help cities to assess its readiness from people,
processes, and governance policies to manage Integrated Command and Control Centre.

Overall Integrated Command and Control Maturity Assessment:

ICCC Maturity Functional Technology Governance

Score 65% ( Medium) 45% ( Low) 60% ( Medium)

Overall Score 57%

Illustrative: ICCC Maturity Assessment

These three components (Functional, Technological & Governance) together form the
crux of the assessment framework and will enable the assessment-taker to evaluate a city
ICCC in terms of its current maturity as per the model defined in next section.

ICCC Maturity Assessment: Analysis and City Ranking

To assess a city ICCC on the above-defined parameters, it is required that the assessment-
taker evaluates all the given use-cases for all the 3 parameters i.e. Functional maturity,
Technological maturity & Governance maturity. For each use-case, an assessment-taker
will review all the four attributes of the maturity model i.e. Visualization, Correlation,
Communication and Commanding & controlling capabilities. ICCC Maturity Assessment
Framework comprises of 3 broad assessment categories to gauge the maturity of ICCC.
Cities can compare the capability score vis-a-via other cities and identify the gap areas as
shown below:

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 Functional Capability Technical Capability Governance Capability
City 1
25.0%

20.0%
City 7 City 2
15.0%

10.0%

5.0%

0.0%

City 6 City 3

City 5 City 4

Illustrative: ICC Maturity Index Assessment

ICCC Maturity Ranking

Based on scores obtained by cities dynamic ranking could be published in order to instill
sense of competitiveness among cities to improve the ICCC as an infrastructure.
a) City ranking over ICCC
1) Overall Functional Maturity
2) Overall Technical Maturity
3) Overall Governance Maturity

b) City Ranking over ICCC Functional Maturity Components

1) Civic Utilities
2) Mobility Services
3) Safety & Surveillance
4) Emergency Response
5) Convergence

c) City Ranking over ICCC Technical Components

1) Data Collection & Aggregation Capability
2) Sop’s Configuration Capability
3) Data Analytics Capability
4) Command & Control Capability

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 5) Data Security Capability

d) City Ranking over ICCC Governance Components

1) Governance Capability
2) Field Force Capability
3) Decision Making Capability
4) Knowledge Management Capability

Refer to Annexure VI to review the outcomes of assessment in different stages of the

assessment.

6.2 Stage II: On Site Maturity Assessment

On Site maturity assessment is the second stage of our ICCC Maturity Assessment
process. Third Party agency would validate the claims submitted by city wrt to self-
assessment stage and gauge the maturity of integrated command control center. This
stage involves more detailed assessment of ICCC capabilities including onsite assessment
by third party auditors over the functional use case implemented by Smart cities through
Integrated Command and Control Center.

Under on site assessment qualifying cities are required showcase the ICCC capability by
demonstrating functional use cases which impacts service delivery or in turn livability
index of city. Use Cases are defined (refer Annexure) to assess the outcome and document
the impact on civic operations which are implemented at Integrated Command Control
Center.

Maturity Assessment outcome would categorize the Integrated Command and Control
Center into following category for specific use case:

Maturity
Classification Description
Score

Functional capability of ICCC is absent for

stakeholders (City Administration/ Department
< 40% Absent
officials/ on field employees/citizens) and Impact
(Social, Economic, Environmental) is low.

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 Functional capability of ICCC is enabled for
stakeholders (City Administration/ Department
40%-55% Enabled
officials/ on field employees/citizens) and Impact
(Social, Economic, Environmental) is low.

Functional capability of ICCC is enabled for its

stakeholders (City Administration/ Department
55%-70% Established
officials/ on field employees/citizens) and Impact
(Social, Economic, Environmental) is medium.

Functional capability of ICCC is established for its

stakeholders (City Administration/ Department
70%-90% Leader
officials/ on field employees/citizens) and Impact
(Social, Economic, Environmental) is High.

Functional capability of ICCC is established for its

stakeholders (City Administration/ Department
>90% Lighthouse officials/ on field employees/citizens) and Impact
(Social, Economic, Environmental) is High along
with innovative use cases.

Maturity Assessment would also help cities to identify gaps under design, planning and
implementation for respective of ICCC project under smart cities. Lighthouse cities would
emerge as mentors for other cities for guidance and handholding of other cities over
managing ICCC.

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 Securing Integrated Command and
Control Center Ecosystem

ICCC Self-Assessment questionnaire is designed to assess the cyber security dimension for
Integrated Command and Control Centre.

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7. Securing the ICCC Ecosystem
Why is security of ICCC important?

ICCCs shall be the “nerve center” of a smart city and are envisaged to aggregate
information through smart-enabled integrated technologies. The ICCC is expected to
provide a holistic view of all city operations allowing monitoring, control, and automation
of various functionalities at an individual system level along with enabling cross-system
analytics.

The smart-enabled integrated technologies and devices also bring in their inherent
security risks. These technologies and devices connect to ICCC, which poses a threat to
ICCC security. Hence, significant increase in the number of interconnected technologies
and devices also result in phenomenal increase in the security attack surface.

The increase in the security attack surface provides an opportunity to cybercriminals,

cyber activists, and nation states to exploit the attack surface to compromise the security
of ICCC and, subsequently, of Smart City. Hackers and malicious actors now do not need
to get direct access to ICCC or data center to compromise systems / applications, but can
plan attacks through the technologies and devices spread across the Smart City.
Therefore, as the Smart City makes use of the advanced and integrated technology to
deliver services to the citizens in an efficient manner, the integrated technology expands
the cyber threat landscape. Hence, it becomes imperative to consider the cybersecurity
requirements for a Smart City, and particularly of ICCC, in a comprehensive manner.

What can happen?

Overlooking the security of ICCCs can turn out to be very expensive for an efficient and
secure service delivery, and protection of human life. Some of the serious concerns
regarding security of the Smart City services include:

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 Through the compromise of integrated traffic management system hosted in ICCC,
kidnappers / malicious actors can monitor live location of the buses, and other
parameters and plan their attack accordingly
 Hacker can add/ remove/ modify/ delete sensitive information from the ICCC
database, including residents’ personal information, health information and sell the
data (personal and health data) same in black market
 State actors from foreign nations can shut down the services (e.g., traffic signals across
the city) offered to the citizens and create panic / havoc in the city
 State actors can also use access to post content to spread propaganda & disinformation
campaigns
 Organized crimes can be committed by viewing CCTV live feed and then turn off the
camera at the time of heist
 GPS systems can be hacked to redirect vehicles – such as ambulances, police vans, and
school buses leading to chaos in the city.
 Aggregation and unauthorized statistical analysis of data collected by ICCCs can be
done by miscreants leading to privacy risks and in worst case scenario, loss of human
life.

What should be done?

Security and privacy should be considered across all phases of an ICCC development –
design, implementation, operations – along with preparation for long-term assurance.

a. Cybersecurity framework and security by design

i. A Cybersecurity framework should be developed aimed at building a secure and resilient
ICCC for citizens and stakeholders of Smart City. The framework comprising of policy,
procedures, and guidelines should be designed to protect ICCC and information; build
capabilities to prevent and respond to cyber-attacks; and minimize damages through
cyber-attacks. The framework should align to the following:

o MoHUA guidelines vide circular K- 15016/61/2016-SC-1 dated 20th May 2016

o Government of India guidelines on Data Security
o IT Act and Amendment 2008
o CERT-IN guidelines

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 o CMP guidelines on countering cyber-attacks
o International standards including ISO 27001, NIST Cyber Security Framework

ii. A secure network architecture should be designed following a layered security

approach. Security solutions as detailed out in MoHUA guidelines should be
considered, as appropriate, to protect the ICCC.
iii. Cyber security awareness trainings should be provided to different focus groups
responsible for the security of ICCC.

b. Security while implementation

A governance mechanism should be setup to ensure that ICCC implementation conforms

to secure requirements. Security assessment should be performed for all the ICCC
associated applications, systems and devices before Go-Live.

c. Security during operations

Secure procedures should be followed during the ICCC operations. All the changes,
operations, and monitoring of ICCC applications and systems should be performed in a
controlled manner following a well-defined process.

A security operations center should be setup comprising of a threat analytics solution to

give a reasonable security assurance for ICCC from emerging cyber threats. An incident
response mechanism should be setup to respond in a coordinated manner to any security
attack.

d. Security Assurance

A regular process should be setup to assess the ICCC compliance to security and
Regulatory requirements on a regular basis. The gaps identified during the assessment
should be actioned for mitigation depending upon the criticality.

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ICCC Security Assessment Toolkit

ICCC Self-Assessment questionnaire is designed to assess the cyber security dimension

for Integrated Command and Control Centre. These dimension are captured across
different phases:

1. Design
2. Implement
3. Operate
4. Assure

Design

1. Have Cybersecurity policy, data privacy policy, security procedures

and minimum baseline security guidelines been prepared to protect
ICCC from different cyber-attacks?

To ensure the data, applications, and systems associated with ICCC are secure, a
cybersecurity and privacy policy needs to be developed. This policy document
needs to be supported by detailed security procedures and minimum baseline
security guidelines for edge devices (e.g., IoT, sensors, CCTV, servers, applications,
network devices), and comply to cybersecurity guidelines and Regulations (e.g.,
MoHUA guidelines, IT Act and Amendment, Data Protection Regulation
(upc0ming))

2. Has a security organization been setup with clearly defined security

roles, and responsibilities to protect the ICCC from cyber-attacks?

A cybersecurity organization structure with clearly defined security roles and

responsibilities is required be put in place both at Smart City management level,
and MSI level with skilled personnel and resources.

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 3. Has a risk assessment been performed to identify and protect against
applicable Cybersecurity risks?

A risk assessment needs to be performed to identify security risks applicable to

ICCC. A detailed mitigation plan to be developed to protect against the security
risks.

4. Has the compliance to the following regulations – MoHUA Guidelines

under circular K- 1s016/6U2016-SC-r, IT Act and Amendment 2008
and Personal Data Protection Bill 2018 (upcoming) – been considered
during design, implementation and operations of ICCC?

Cyber security measures implemented in the ICCC need to be compliant with the
mandatory cyber security framework published by Ministry of Housing and Urban
Affairs (MoHUA) and the IT Act Amendment 2008. Data, applications, and
systems associated with ICCC need to be handled and protected against different
cyber-attacks.

Implement

5. Has a governing body been setup to oversee implementation of cyber

security aspects for ICCC?

A governing body comprising of cyber experts need to be set up to ensure cyber

security is considered during design and implementation of ICCC.

6. Are security assessment and secure code review performed for Smart
City applications before Go-live?

All smart city applications need to undergo security assessment and source code
review before the applications Go-Live for operations.

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Operate

7. Have security specific procedures been designed and implemented?

Security related procedures including, but not limited to, Asset management,
Change management, User access management, Privilege access management,
Patch management, Backup management, Incident management, Physical and
environmental security, Business continuity and disaster recovery etc. need to be
prepared for ensuring secure functioning of ICCC.

8. Has a Security Operations Centre (SOC) been setup to detect and

protect the ICCC from cyber-attacks?

A SOC needs to be setup to ensure continuous monitoring and manage cyber

security operations pertaining to ICCC (and Smart City in general). A SOC is a
secure facility dedicated to maintain situational awareness to detect and respond
to cyber threats. Different ICCC components (systems, applications, devices) need
to be integrated with the SOC to ensure protection and detection against cyber
security incidents.

Assure

9. Are periodic assessments done to assess security for ICCC?

A periodic assessment need to be performed for ICCC on a regular basis to ensure
that security is continuously maintained during the operations.

10. Are regular training programs being conducted for creating

awareness about cyber security amongst stakeholders managing ICCC?

Stakeholders managing ICCC implementation and operations need to be aware of

cyber security risks and associated security measures. Periodic security awareness
training need to be imparted to different stakeholders to ensure that the security
is being considered through design, implementation and operations of ICCC.

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The best practices for the protection of ICCC from Cyber-attacks are
tabulated below:

Phase Sample Use Cases

Use Case 1: Cybersecurity policy, and procedures covering

ICCC security documented

Design Use Case 2: Minimum baseline security guidelines for

applicable edge devices (e.g., sensors, IoT, CCTV),
applications and systems documented

Use Case 1: Security requirements clearly identified

during implementation of ICCC
Implement
Use Case 2: Security assessment is performed for ICCC
applications and systems before Go-Live

Use Case 1: ICCC operations are performed in line with

security procedures (e.g., change management, incident
management, backup management)

Operate Use Case 2: Security operations center generate security

alerts for potential cybersecurity incidents. Dedicated team
is responsible to monitor, detect and respond to security
alerts.

Use Case 1: Regular security assessment to assess the

Assurance
security maturity for ICCC

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8. Way Forward
ICCC’s should be looked beyond the hardware components, ICCC software and its
abilities plays a pivotal role to analyze, manage SOP’s and correlate the data. Assessing
the maturity of the ICCC must be done with a motive to understand the growth capability
and to showcase the efficiency of the organization’s implementation processes.

An independent assessment, is the need of the hour as only the first round of ICCCs have
come up. There are many more in the pipe-line. With the guidance received from the
assessment, the established units can work towards improving their in-house service
operations by improving their maturity across functional, technological and governance
aspect. Hence, the ICCCs can be meaningfully used to improve the city’s livability through
efficient urban services rendering, incidents and disaster planning and management from
one location.

This assessment framework shall act as a base to assist the budding ventures in their
operations and system integrations. With best examples identified from around the
country, the learnings from the case studies and success stories can be replicated in other
smart cities as well.

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Annexures

Annexure I: Case Studies

Case Study I: Rio Operations Center, Rio De Janeiro, Brazil

The Rio Operations Center's responsibility is to control the city's daily operations,
integrating several departments involved in Rio's routine; and to manage crisis and
emergency situations.

Rio de Janeiro has been hit hard by repeated Atlantic storms imperiling the city. This
especially affects the mostly low income settlements that are located on the high slopes
surrounding the metropolis and are prone to devastating landslides. Following a vicious
storm in 2010, Rio de Janeiro decided to create a center that operates 24 hours a day,
staffed by officials from 30 city departments. This center has become a global model
showing the benefits that can be derived from collaboration, alignment and data sharing
across city divisions.

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The model has had many other benefits for the day-to-day management of the city. Traffic
emergency time response has been reduced significantly with citizens alerted about traffic
snarl ups and accidents and redirected to the best routes. Data gathered for the center
also enables the identification of neighborhoods with higher dengue fever infection rates.
In planning the facility, Rio officials visited alert centers in Madrid, Seoul and New York,
and have since forged cooperation with the city of Johannesburg that established a similar
entity, the Joint Operations Committee.

City Information

City Rio De Janeiro

1990: 9,595,000
Size and 2011: 11,960,000
population
development 2010-2015: +0.85% / year
2025: 13,621,000
Population Ethnic diversity with many different communities ; 25% of
composition the population is aged under 18
Second industrial, service and financial center in the country
Main functions
after Sao Paulo. tourism hub
Main trade, tourism, services, industries (chemicals,
industries/business pharmaceutics, petroleum products, metal products, textiles)
Prefect who has municipal executive power and is directly
Political structure elected by a two-round majority system and the Rio de
Janeiro Municipal Chamber which has legislative power
Administrative 1 Municipality (Prefeitura), 19 Sub-prefectures
structure (subprefeituras), 34 Administrative Regions
Website http://www.rio.rj.gov.br/

Background and Objectives

In April 2010, the city endured heavy rains (over 304mm in 24h) and 68 people died due
to landslides. Moreover, 22.72% of the city's population (around 1.47 million) lives in
vulnerable low-income communities, most of which located in slopes. A 2010 study
conducted by GEO-Rio (Rio Institute of Geotechnical Foundation) identified 20,000

48 | P a g e
households on high geological risk areas – 2,000 of them have already been relocated
through public housing programs.

The Rio Operations Center was officially created by a Municipal Decree on December 23,
2010, with the goal of increasing the city's resilience. The Decree determines its
responsibility to control the city's daily operations, integrating several departments
involved in Rio's routine; and to manage crisis and emergency situations. The Decree also
establishes that the Rio Operations Center should interact with the media in
disseminating and receiving information related to crises and process information from
the 1746 Hot Line.

Inaugurated in December 2010, the Rio Operations Center was created primarily for risk
management and prevention though it soon became clear that it was also a strategic tool
for administrating urban mobility and coordinating large scale events.

The promotion of greater integration – internal and external – of the municipal

administration has been established as one of the city’s guidelines in the city's strategic
plan. The Rio Operations Center was designed to improve the cooperation and the
communication between government entities, and to deliver relevant information for
public departments and the population. It increased the capillarity of municipal
departments and their reach. Its goal is to monitor and optimize the city's operations, as
well as anticipate solutions and minimize occurrences.

Implementation
The Rio Operations Center is a Rio de Janeiro City Hall initiative. Its technological
platform development was done by the Municipal Company of Information Technology
(Iplan) and the Pereira Passos Municipal Institute of Urbanism (IPP). The Rio Operations
Center was designed based on the technological expertise of partners such as: IBM,
Bilfinger, Cisco, Samsung and Google. Using Google Earth technology, it was possible for
Iplan to create an integrated system of georeferenced data from all municipal assets
involved in Rio's daily operational routine – the Geoportal software. The Operations
Center collaborated with Oi and TIM (telecom companies), which implemented the links
for data transmission.

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The Control Room – the heart of the project – where 200 controllers, in three 24/7 shifts,
monitor the city in real time, receiving images from over 900 cameras, through 30 km of
fiber optic cable. The 60m² videowall in the control room, is composed of 80 46-inch
monitors, which rely on Bilfinger and Samsung technologies. Cisco provided the tele-
presence system, and Itautec provided the computer network used by employees of the
Operations Center.

The Crisis Room is used for emergency meetings with different departments, connected
to two other small crisis rooms, one at the mayor's official residence, and the other at the
Civil Defense Service.

The Press Room is where media representatives are constantly releasing alerts to the
population. The communication with all media outlets is a two-way exchange of
information that amplifies the communication of the municipal authorities' messages,
thus increasing its capillarity, and recommendations to the population. The media also
warns the Rio Operations Center whenever there is an atypical event notified by their
audiences. The creation of a channel of communication improves the public policy
quality, and guarantees transparency, accountability and public trust.

The 1746 Hot Line is a communication channel with City Hall, whereby citizens can report
problems, requests and complaints about city services, get information about debts, fines
and permits, and even tourist information. Along with the communication strategy,
transparency and the digital engagement of citizens is fostered.

The Rio Operations Center has three areas of operation: risk prevention and
management, city's operations and major public events.

1. Risk prevention and management aims to save lives and includes the weather
forecast, rainfall volume monitoring, and general security measures. This
integration of data and teams made the Operations Center the focal point for crisis
situations management in a city historically suffering from heavy rains and
flooding.

2. In routine operations, through tools of intelligent monitoring and direct contact

with the field teams, the Operations Center becomes aware on any occurrence of

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 which impact on the city's routine, responds with the necessary steps and guides
the public about how to proceed to circumvent possible problems.

3. The daily learning process of how to conduct the city's dynamics with the Rio
Operations Center as a new operational management focal point has contributed
to improve planning for major events such as the 2013 World Youth Day and
the 2014 World Cup.

To process all data generated in the Rio Operations Center, City Hall created the Big Data
department "PENSA – Ideas Room" in June 2013. This new department aims to search,
analyze and evaluate correlations and define impacts by crossing different databases, in
order to improve service delivery to citizens. “PENSA” possesses access to all municipal
databases. Big data management enables research to look for patterns and analysis that
could not be achieved otherwise. It is possible, consequently, to plan policies based on
accurate information. Now, data generated, for instance, by the daily management of
traffic operations are now also used for public transportation policy and traffic planning.

Financing and resources

City Hall constructed a three-story building at a total cost, including equipment, of R$ 20

million (approximately US$ 8.9 million).The Rio Operations Center gathers almost 30
city departments, public agencies and utility companies, as well as State Government’s
representatives.

Results and impact

The Rio Operations Center enables a new administration model that provides
communication and coordination between public entities, facilitates information sharing
and enables prompt and efficient decision-making processes.

The center improved the city's management efficiency in many different areas – public
transportation is one of them. Transportation is a major challenge in megacities like Rio
de Janeiro and increased efficiency and use of public transportation are key to a
sustainable urban development. Representatives of Bus, BRTs, Train, Ferry and Subway
companies are present at the Rio Operations Center. The emergency response time was

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reduced by 30%. When any traffic incident is identified, traffic teams are rapidly sent to
the location to solve it. The city's map, with over 80 digital layers, shows data such as the
present location of all municipal vehicles and equipment.

In the case of street maintenance, the center coordinates the municipal or

concessionaries’ teams responsible for the repair and

d traffic control. Another example was the work developed on dengue fever, a mosquito-
transmitted disease with a high incidence level on summer. The geographical analysis of
cases enabled the identification of the neighborhoods with the highest infection rates. City
Hall used the information to implement preventive actions.

Barriers and challenges

Each department has its own organizational background. Through the years, each
developed its standard procedures. The decision making process used to be fractionated.
In most cases, communication was done bilaterally. Departmental rivalries and
information withholding had to be overcome. By integrating all stakeholders in the same
room, all departments receive information simultaneously and in contact with other
agencies. This collaboration constitutes a daily learning process. The Rio Operations

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Center is not vertically structured, thus these interactions are constantly improved.
Protocols for coordinating actions in over 150 types of occurrences were established.

To respond the challenge in terms of qualified human resources, the 400 employees go
through continuous training and simulation exercises.

Lessons learnt and Transferability

In an increasingly urbanized world, with local governments facing several challenges such
as traffic, hampering more and more citizen's lives and the consequences of climate
change, with the proliferation of severe weather related events, an operations center is a
strategic tool for smart megacities.

During the Rio Operations Center's conception, city officials visited similar centers in
Madrid, Seoul and New York. The Rio Operations Center has been visited by dozens of
delegations, including government officials, private companies and university students.

The effort to increase the city´s resilience involved a comprehensive set of measures. The
Rio Operations Center has a team composed of four meteorologists and seven technicians
that work 24/7 monitoring the weather conditions with a variety of online information
mechanisms. The whole weather technological system is linked to the National Space
Research Institute (INPE) computers.

The communication strategy is key to alert the population about incidents and redirect
them to the best alternative. Waze is one of the tools used, as well as three daily bulletins
reporting the main occurrences are released on the Rio Operations Center’s website, by
SMS, Twitter and Facebook accounts as well as radio and TV stations which are present
24/7 in the Rio Operations Center.

As an effort to educate the dwellers on how to prepare to risk situations, the Civil Defense
created the Community Protection Program focusing on three subjects:
1. Training of Community Agents,
2. Community Alarm and Alert System, and
3. Simulation Exercises at Public Schools.
Similar centers in the world, such as CISEM in Madrid, coordinate police, fire and
ambulance services. The Rio Operations Center is unique due to the quantity of public

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services and concessionaries integrated. The enormous quantity of data collected by the
Rio Operations Center and the 1746 Hot Line is also being used in other initiatives.

Rio Operations Center

Case Study II: Integrated Centre for Security and Emergency in Madrid
(El Centro Integrado de. Seguridad y Emergencias. (CISEM), Madrid, Spain)

City Information
City Madrid

2001: 2,938,723

Size and 2011: 3,198,645

population
development 2015: 3,141,991

-.56%/year [2011  2015]

Population In 2015, about 89.8% of the inhabitants were Spaniards,

composition while people of other origins, including immigrants from

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 Latin America, Europe, Asia, North Africa and West Africa,
represented 11.2% of the population. The ten largest
immigrant groups include: Ecuadorian: 104,184, Romanian:
52,875, Bolivian: 44,044, Colombian: 35,971, Peruvian:
35,083, Chinese: 34,666, Moroccan: 32,498, Dominican:
19,602, Brazilian: 14,583, and Paraguayan: 14,308. There are
also important communities of Japanese, Filipinos,
Equatorial Guineans, Uruguayans, Bulgarians, Greeks,
Indians, Italians, Argentines, Senegalese and Poles

The capital city of Spain, seat of government, and residence

of the Spanish monarch, Madrid is also the political,

Main functions economic and cultural center of Spain. Madrid is considered

the major financial center of Southern Europe and the
Iberian Peninsula

Madrid is the 5th most important leading Center of

Commerce in Europe (after London, Paris, Frankfurt and
Amsterdam) and ranks 11th in the world. The headquarters
of a number of leading companies are located in Madrid. The
Main
industries/business leading industries are: paper, printing & publishing, energy
& mining, vehicles & transport equipment, electrical and
electronic, foodstuffs, clothing, footwear & textiles, chemical,
industrial machinery.

The City Council consists of 57 members, one of them being

Political structure
the mayor. The mayor presides over the RKO.

Madrid is administratively divided into 21 districts, which

Administrative
structure are further subdivided into 128 wards (barrios)

Website emergenciasmadrid.com

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Background and Objectives
On March 11, 2004, Madrid suffered a major terrorist attack when several commuter
trains were bombed. As with the 9/11 attacks in the United States, this tragic incident
highlighted the need for greater coordination among first responders. ‘‘The different
emergency entities----the police, the fire department, the ambulance service and the
mobile police----intervened independently, and all of them had disparate communication
systems and technologies,’’ says Fernando Garcia Ruiz, head of innovation and
development, Department of Security for the City of Madrid. There was no way to
organize a unified response to incidents, and there was a lack of centralized command
and control.

A key lesson was that more than one major incident can happen simultaneously, and
emergency assets may be needed in more than one place. Different incidents may be
related, or have nothing to do with one another----without a clear overall picture, it may
be impossible to tell if there is an important pattern emerging. This potential for
complexity poses a significant challenge for emergency managers. They not only need to
coordinate activity, but also require a thorough understanding of everything happening
in the metropolitan area so as to properly allocate limited resources to provide the best
response to each incident. In addition, proactive measures such as limiting access to
impacted areas, or crowd and traffic control for public events, has to be included in the
mix. The need, therefore, was not only for top-down coordination, but also for the ability
to capture and integrate information to give managers the understanding and insight
required to quickly make the right decisions.

Implementation
This complex project began in 2005 and concluded at the end of 2007 with the physical
and technological integration of the Command and Control Centers supporting the
Security and Emergency Services in the capital of Spain. Over the course of the following
years the project was consolidated, including further updates of the innovative technology
platform. After the guarantee period, maintenance tasks for all the systems have been
undertaken from 2009 to the present day.

IBM provided the software needed to create a service-oriented architecture (SOA) which
allowed for the seamless coordination and integration of all first responder agencies and

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emergency services involved. Indre, a global technology company, designed and
developed the command and control center, which combines information from many
sources including video feeds, field reports and mobile computers. They also designed the
operation room, crisis room, auxiliary offices, data center and mobile control centers.

Because each of the first responder agencies had its own communication technology, a
common mobile infrastructure had to be deployed. Most vehicles, from police cars to
ambulances to fire engines, are equipped with mobile wireless computers or PDAs that
are connected to CISEM. The mobile infrastructure is critical; it provides true
interoperability among the various agencies and also enables a two-way interchange of
information----which gives managers vital, on-the-scene input that helps them develop a
better understanding of what is happening in the field.

A multilayered, redundant communications infrastructure links to existing telephony

systems, VoIP, satellite communications, a private radio network and 3G wireless
networks to ensure continuous communication. IBM WebSphere® Everyplace®
Connection Manager provides seamless, reliable, secure access to CISEM resources by
automatically selecting the best available network and encrypting all communications.
IBM Tivoli® Directory Integrator adds an additional layer of access security.

Financing and resources: Approx. 20 million Euros.

Results and impact

The combination of forward-looking system design and end-to-end integration gives
emergency managers in Madrid the tools needed to not only deal with today’s threats, but
also handle rapidly evolving situations and technologies as they emerge. Any sensor
input----video, data or voice----from any source can be readily incorporated into the data
stream and accessed by anyone who needs it.

Not only do commanders at CISEM understand the full situation, but those in the field
are also made aware of the status of other teams and resources. This single, unified view
of status and events reduces confusion and enables far faster and more effective decision
making. Managers are now better able to deploy the right assets the first time, reducing
response time by 25 percent. Commanders are now able to understand how complex
and/or multiple incidents affect the entire region, and can allocate and deploy emergency

57 | P a g e
resources in a truly coordinated and effective manner that takes into account all of
Madrid’s needs, not just those of a single incident.

Barriers and Challenges

The key to CISEM is integration----of information, systems, data sources and people but
it was a challenge. Not only this the city have to integrate all the applications currently
used by the different entities, but also integrate other external organizations, like Madrid
112, the video surveillance center, and the M30 highway control center.

Case Study III: Surat Smart City Center, Surat, India

City Information
City Surat

1991: 1,498,817
Size and population
development 2001: 2,433,835

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 2011: 4,467,797

Change: +6.26%/year [2001 → 2011]

An ethnic mix of people speaking Gujarati, Sindhi, Hindi,

Population Marwari, Marathi, Telugu, and Odia; also has a sizeable
composition
Parsi and Jewish population

The second-largest commercial hub of western India after

Main functions
Mumbai

Surat is known for diamonds, textiles, and for diamond-

Main studded gold jewels manufacturing; Three-quarters of the
industries/business
world's diamonds are cut and polished in Surat

The Surat Municipal Corporation is responsible for the

maintaining city's civic infrastructure as well as carrying
out associated administrative duties. The powers have
Political structure
been vested in three Distinct Statutory Authorities: the
General Board, the Standing Committee, and the
Municipal Commissioner.

Administrative 1 Municipality, 29 wards

structure
Website www.suratmunicipal.gov.in

Background and Objectives

Surat is one of the first 20 cities selected under the Smart City Program initiated by the
Indian Government. Surat, a port city, is the eighth largest city and ninth largest urban
agglomeration in India. It the second largest city in the state of Gujarat, after Ahmedabad.
Surat is the 34th-largest city by area and 4th-fastest developing cities in a study conducted
by the City Mayors Foundation, an international think tank on urban affairs.

Considering the fast growth of the city and increasing demands and expectations of
citizens from the city-government, Surat Municipal Corporation (SMC) has envisaged a
Smart City Plan to serve citizens in an effective manner.

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For the corporation to monitor different services, like night brushing, cleaning of roads,
garbage collection and disposal, road repairing, health services and illegal construction,
SMC has implemented a Smart City Center. In times of exigencies, the center is to double
up as an emergency operations center that will coordinate and execute tasks with different
agencies in the city.

Implementation

The SMART City Center (SMAC Center) is an initiative of the Surat Municipal
Corporation under the Smart Cities Mission of the Government of India. The Surat Smart
City Development Ltd (SSCDL), a Special Purpose Vehicle (SPV), is responsible for the
execution of all Smart City Projects in Surat.

Inaugurated in June 2016, SMAC center uses ICCC platform integrated with a GIS
platform with 12-13 layers for the project. This center is linked with the CCTV project of
Surat city police department that has over 650 CCTV cameras at different locations. An
additional 1,000 CCTVs, proposed to be set up by the SMC soon, will also be linked to this
center.

This center collects functional information of all the departments and public on a real-
time basis. Automated sensors and systems send various data sets to the SMAC, which
are analyzed to avail important information to make decisions. All the online applications
and mobile applications of SMC for people-centric services would be monitored from one
place at the Smart City Centre. Birth and death certificates, relevant information on
development plans and essential services, including water supply, are being integrated at
Smart City Centre. During the time of natural calamities like floods, officials of different
departments can remain in contact through the center.

Results and impact

With the implementation of this pilot project, SSCDL is able to monitor traffic movement,
control the smart street lighting system and maintain a bird’s eye surveillance of the city
from the SMAC. This center is collecting functional information of all the departments
and public on a real-time basis and helping all the departments in maintaining civic
service delivery standards on a day-to-day basis.

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 Annexure II: ICCC Functional Use Case: Street Light
Management

Domain: Street Light

Category: Civic Utilities
Expected Outcomes:
a) Cost and Energy Savings
b) Operational Efficiency
c) Safe Streets and Localities
d) Reduction in Crime
e) Citizen Engagement

How can we manage city street lights to optimize energy consumption and ensuring better
UC-1
safety of citizens in locality?
Category
Parameter ( Qualifier : Must (Visualization / City Status
facility on min 70 % of have / Analytics/ (0- not City
S.no. Weightage
the deployed Good Communication available, 1 - Score
infrastructure) to have / Command & available)
Control)
Data Acquisition Layer
View street lights,
1 controller and feeder on the M V 1
city map
Receive Ambient light alert
2 M V 0
(fog/rain/smoke/Thunder)
View KPIs on the
3 M V 1
dashboard 15%
View real time meta data
4 M V 0
from street poles
View designated unsafe
streets on city map (
5 M V 1
Marked by police/ city
administration/ citizens )

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 View heat-map based on
6 street light complaints from M V 1
different areas
Real time monitoring of
7 streetlights – energy M
consumption status V 1
Communication
Trigger Event as per
8 configuration (Detect, M C 1
inform, track, analyze)
Communication capability
over VMD, PAS, social
Media, over movement of
20%
9 the vehicles in the G C 1
designated zone as well as
option for re-routing of the
traffic
Two way communication
10 G C 0
with field response team
Command and Control
Light on/off control at
11 G C&C 1
individual light level
12 Brightness control G C&C 0
Light on/off control at
13 M C&C 1
group light level
Auto dimming schedule
14 G C&C 0
based on geo location
Light On/off as per pre-set
15 M C&C 1
ambient condition
16 Light On/off motion based G C&C 35% 1
Light Intensity /Luminosity
17 - auto increase/ dimming G C&C 0
as per ambient conditions
Power saving mode - When
there is no changes in
environment and during
18 night time, dimming the M C&C 1
lights (reduce luminosity)
and switch off alternate
lights.

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 19 Traffic based light control G C&C 0
Availability of manual
20 M C&C 0
overrides

Data Analytics and Co-relation

Analyze pattern of alert

21 originating from emergency M A 1
kiosks
Analyze trends over
22 dashboard for Street Light M A 0
Maintenance Dashboard.
Lighting policies (time
stamp, GPS data, and
observed value) for
23 different street conditions M A 1
(Accident prone, isolated
area, slippery roads/ people
density.
Prediction of optimum
Light Intensity based on
24 M 0
Ambient Light and Sensor
Data A
Asset tracking and
25 M A 35% 1
replacement SLA
Street light complaint
26 management thru citizen M 0
mobile app A
Auto Learn the existing
occupancy pattern and
27 M A 1
predict occupancy patterns
for future planning
28 Report based on : M 0
Total burn hours
(a) M A 1
calculation of streetlights
Correlation between
(b) Environmental Sensor & M A 0
Smart Light
Predictive maintenance
(c) M A 1
alerts
Fault detection and alerts
(d) M A 0
on map

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 Automatic SMS/ Email
(e) alerts to the maintenance M A 1
team
Trend analysis on energy
(f) M A 0
pattern consumption
Auto ticket generation for
M A 1
(g) faulty lights
Report of Actual v/s
M A 1
(h) prescribed Burn hour
Ability to use camera/
sensor based streetlight to
detect distress call/noise/
29 G A 1
gun shots etc., Help in
traffic rerouting,
emergency trigger etc.
Ability to create useful
30 M A 0
analytical data sets
Visible impact thru
streetlight- provide
31 evidence- like Parking M A 1
enforcement/Traffic Jam
mgmt.
Correlation between
natural lux levels and that
32 generated by street lights to M A 0
plan proper power to the
light.
Light working and non-
working trends last week, M A 0
33 last month etc.

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Annexure III: ICCC Maturity Assessment Analysis
Functional Maturity Assessment Analysis

Functional Maturity assessment is designed to assess the functional maturity i.e. city
utilities and operations are categorized as follows or also possible to do the analysis of
specific domain:
e) Civic Utilities and Services (water supply, Solid waste, drainage etc.)
f) Mobility Services ( traffic, transport and parking)
g) Safety and Surveillance (Security)
h) Crises and Emergency Management
i) Convergence ( Integration with Common Enterprise Systems)

Data Acquisition and

Visualisation

Data Analytics and

Communication
Co-relation
City 1

City 2

City 3

Command and City 4

Control

Illustrative City wise Assessment over Functional Capability of ICCC

Technical Maturity Assessment

Technical Maturity assessment is designed to assess the product maturity i.e. product
features and components used by ICCC which are categorized as follows:

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 a) Data Acquisition and Visualization Components
b) Configuration Layer Components
c) Data Analytics and Co-relation Layer
d) Command and Control Layer
Civic Data City 1 City 2
Collection &
City 3 City 4
Aggregation
Layerilities City 5 City 6
City 7 City 8

Configuration
Total Score(15)
Layer/SOP

Data Security Data Analytics and

Layer Co-relation Layer

Command Control
Layer

Illustrative City wise Assessment over Technical Capability of ICCC

Governance Maturity Assessment

Governance Maturity assessment is designed to assess the governance dimension i.e.
organization governance features which are categorized as follows:
a) Governance Framework
b) Field Force Governance Framework
c) Decision Making Framework
d) Knowledge Management

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 Governance
Framework

Knowledge Field Force

Management Management

City 1 City 2 City 3

City 4 City 5 City 6

Decision
Making
Framework City 7 City 8

Illustrative City wise Assessment over Governance Capability of ICCC

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Annexure V: Use Case Repository

# Category
A Safety and Surveillance
Make citizens feel safe in the City?
How to ensure safety of citizens during emergency/disaster situations?
How to predict crime in a City using Data Analytics?
B Solid Waste Management
How to improve cleanliness at public places?
How to improve public toilet facility monitoring and servicing?
How to manage on demand Waste Collection in City?
How to manage Solid Waste Management Operations effectively?
C Water Supply
How to ensure reliable and quality water supply in city?
Reduction of potable water wastage in the city?
D Emergency and Disaster Management
How to reduce the damage to property/life in case of fire event in a busy area of
city?
How to reduce the damage to property/life in case of Disaster/Emergency
event in a busy area of city?
E Service Delivery
How to monitor and manage civic complaints effectively?
How to gauge Citizen Satisfaction to citizens to improve service delivery?
F Civic Health Use Cases
How to reduce victim transit time from accident location to Hospital?
How to effectively tackle mosquito borne diseases in city?
How to strengthen Civic Health Care delivery in the City using Data Analytics?
How to predict Stray Dog menace in the City?
G Street Light
How to monitor and maintain street lighting networks remotely
H Transit and Mobility Use Cases
How to effectively manage City Bus Operations?
How to do City Traffic Planning using Data Analytics?
How to identify open parking spots in City?
How to monitor entry of vehicles to restricted Zones?
I Roads Management
How to reduce citizen inconvenience during road maintenance?
How to effectively tackle potholes problems in City?
J Waste Water Management

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 How to control affluent disposal into city river water?
How to ensure the storm water network readiness before rains?
K Environment
How to increase the green cover of the City?
How to address air and noise pollution in city using environmental Sensors?

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A. Safety and Surveillance

Safety
Linked Indicators: Livability Index Framework
 Number of CCTV cameras installed in the city per unit of road length
 Number of recorded crimes per lakh population
 Extent of crimes recorded against women, children and elderly per year
 Transport-related fatality per lakh population

Use Case 1: How to make city a safer place to live?

Use Case Data Acquisition Data Communication Command and

and Visualisation Collection and Control
Analytics
Make Location of all CCTV
cameras, police stations,
Location wise
analysis of crimes
Trigger events for the
utilities/ acting parties as per
CCTV Network
across the city
citizens Beat Marshals and in the city. Extent defined rules providing regular
feel safe Rapid action teams
visible on the city map
of crimes recorded
against women,
video feeds

in the with feeds from CCTV children and

society? elderly per year

Marking few areas as Analysis and Automated Messages to the Instantaneous event
‘Critical’ for safety and dashboard for Rapid Action Teams during reporting to
security and putting up classification of the Law and order situations respective
VMS for data display Crimes as per their authorities e.g.
types Police, Fire brigade

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 Keep an eye on the Sentiment analysis Automated messaging to On field warning
entire city by by analysing citizen citizens for providing regular systems e.g. Sirens,
collaboration with feedback about updates during an emergency Public address
schools and housing various safety situation systems to
societies to gather video issues in the city by discourage defaulter
feeds from private ensuring in case event is
CCTV camera networks anonymity of being viewed at the
contributor control centre
Ability to view the Integration of GPS Awareness campaigns by Creation of Green
dashboard/ intelligent for optimized route authorities with citizens at and Emergency
word cloud from the tracking with large to remove the fear corridors/ passages
data collected from Emergency against the system by traffic signal
internet, mobile app Response teams. management for
and social media quick response

Ability to map and view Integration of face Anonymous complaint Drones for video
all accident and theft detection with logging mechanism to ensure surveillance
related data on the city CCTNS system. safety and privacy of
map Transport-related complainant (removal of fear
fatality per lakh from the mind of citizens
population while raising voice against
unlawful situations)

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Use Case 2: How to ensure safety of citizens during emergency/disaster
situations?

Data Acquisition Data Communication Command

and Visualisation Collection and
Use Case
and Control
Analytics
Location of all CCTV Location wise
cameras, police stations, analysis of Better use of Public
EWS &
Beat Marshals and Rapid crimes/ fires/ Address System to
Disaster
action teams visible on the riots/ communicate
management
city map with feeds from epidemics in messages
CCTV the city
Ensuring Safety of Analysis and
citizens in case of dashboard
for
emergency/disaster Marking few areas as
classification Traffic
‘Critical’ for safety and Incident & Complaint
situation (Fire, security and putting up
of crimes/
management
diversions &
fires/ riots/ signal mgt.
Riots, Epidemic, VMS for data display
epidemics as
Morcha, Forest per their
types
fire, Chemical Sentiment
Hazard etc.) in Keep an eye on the entire
analysis by
analysing
city? city by collaboration with
citizen GIS plot with
schools and housing Feedback/ awareness
feedback Safe zones
societies to gather video - Civic Services
about various indicators
feeds from private CCTV
safety issues
camera networks
in the city by
ensuring

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 anonymity of
contributor
Integration
Ability to view the of GPS for
dashboard/ intelligent optimized Two way
Smart Street
word cloud from the data route Communication with
lighting
collected from internet, tracking with Ambulatory services
management
mobile app and social Emergency for effective service
media Response
teams

Integration Crowd
Ability to view the heat Information to
of face management
maps of fire prone areas on Women safety, Patrol
detection and Security
the city map based on past Services for quick
with CCTNS Breach
incidences and patterns response
system handling

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Use Case 3: How to predict crime in a City using Data Analytics?

Data Acquisition Data Collection Command and

Use Case Communication
and Visualisation and Analytics Control
Ability to use camera/
View designated unsafe sensor based streetlight
streets on city map ( Generate Heat-map of Notifications to the to detect distress
Marked by police/ city common crimes from citizens about Crime in call/noise/ gun shots
administration/ different areas sensitive areas etc, Help in traffic
citizens ) rerouting, emergency
trigger etc.
Two way
Deployment of
View Real time video Trigger Event as per communication with
Protection and
How to streaming of camera configuration (Detect,
Surveillance team in
field response team to
feed inform, track, analyze) assist them in rescue or
predict sensitive areas
mitigation operation.
crime Alerts sent to various
in a View heat-map based Apply Predictive dept.’s. (like Police,
On Field Resource
on street light Analytics over crime date Fire,
given complaints from over different Hospitals)Standard
Mobilisation in real
time
areas? different areas dimensions. operating procedure to
be invokes
Specific gestures
Map High potential areas
include Distress ,
of crime : Crime Type,
violation of traffic rules Educating citizens to
Crime Severity, Crime Coordination with
,detection of crowd contact nearest support
Location Community Volunteers
gathering ecosystem at the time
in event of Crime
of distress
Ability to view objects Analyzing Data
for tracking and generating on social

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 monitoring :Missing media about various
Car, Missing Person, patterns to crime etc.

B. Solid Waste Management

 Household level coverage of municipal solid waste collection

 Efficiency of collection of municipal solid waste
 Extent of municipal solid waste recovered through reuse

Use Case 4: How to improve cleanliness at public places?

Data Acquisition Data Collection Command and

Use Case Communication
and Visualisation and Analytics Control

Ability to view the Designing shortest Trigger Event as per Asset and access
cleanliness, dead route for garbage configured SoPs Control
How to animal complaints collection vehicle to
improve on city map aggregation point
cleanliness Ability to view Traffic simulation Communication PTZ Camera
at public designated areas and congestion over VMD, PAS and Control at Transfer
places? and places with management for social media for stations. Sweeping
high foot falls allocating educating citizens machines, road
appropriate vehicle sweepers

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 Ability to view and Co-relate the data Two way On Field Resource
locate hawkers in from Bin Sensors communication Mobilisation in real
non-designated and other data like with field force: time.
areas especially pan seasonal patterns, Sanitation
shops and food crowd movement, Inspectors, Health
stalls. vehicle breakdown Department
etc. Officers, and
Vehicle drivers.
Ability to view Areas wise analysis Bulk Proper routing of
dashboard/trend of waste or garbage SMS/Notifications vehicles in real
over compliant on timelines to the citizen in times and
status for locality assistance during
overflowing vehicle breakdown
bin/litter around
bins.
View Attendance Sentiment Analytics Event Summary
compliance report : and response wrt to report using
Area wise event Knowledge Base

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Use Case 5: How to improve Public Toilet facility?

Data Acquisition Data

Command and
Use Case and Aggregation and Communication
Control
Visualisation Analytics
Ability to view all Ability to view the Ability to communicate Ability to allocate the
public toilets on city trend of public toilets complaints and complaint to specific
map along with meta usage feedback with contractor, area
data (toilet type, water contractors, area officer etc.
supply, cleanliness officer and department
How to etc.) heads responsible for
improve maintenance of public
toilet.
public Ability to view the Ability to predict the Ability to provide Ability to send alert
toilet cleanliness schedule of complaints related to information to citizens on receiving poor
facility public toilets with public toilets about public toilet feedback or
meta data (contractor through app, SMS and complaint wrt to
monitoring details, time etc.) QR code public toilets.
and
Ability to view the Ability to track the Ability to collect Ability to control the
servicing? citizen feedback of area-wise issues feedback from citizens CCTV Camera
public toilets pattern (Water using QR code deployed at public
leakage, unclean toilets mechanism toilet entrance
etc.) wrt to public
toilets.

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 Ability to view the Ability to do trend Ability to use VMD to
complaints of citizens analysis of citizen update citizens about
related to public satisfaction rating wrt public toilets in given
toilets to public toilets (using locality and its rating
mobile app or feedback
capture machine)
Ability to track and Optional : Ability to do Ability to send
monitor SLA status of usage/revenue analysis complaint status to
complaints related (if chargeable) of public citizens wrt to public
public toilets toilets toilets

Use Case 6: How to manage Solid Waste Management Operations effectively?

Data Acquisition Data Collection Command and

Use Case Communication
and Visualisation and Analytics Control
Ability to View the bin Ability to view the Real time reports to Ability to control the
sensor data garbage collection officers, contractors cameras at transfer
How to trends from areas and departments on station, processing
manage across the city garbage pickup plant.
schedule and
Solid Waste compliance
Management Ability to view the Ability to predict the Communication to Ability to assign Solid
Operations garbage pick-up chronic garbage spots citizens and NGOs Waste pick up vehicle
vehicle schedule and and assess the over garbage in real time as per
effectively transfer station real patterns processed (Wet, Dry , requirements
time feeds Medical and e-Waste)

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 Ability to view the Ability to assign Ability to Ability to control the
processing plat real shortest pick up route communicate with operations of
time data feed to vehicle and predict Vehicle driver, Transfer station and
garbage vehicle sanitation officer and Processing plant in
breakdown processing plant real time.
manager real time
Ability to view and Ability to predict the Educate citizens Control Household
track the sanitation garbage operation through website, level coverage of
officers attendance compliance through mobile app, SMS to municipal solid waste
and movement SLA scorecard and reduce garbage collection
dashboard generation

Use Case 7: How to manage on demand waste collection in city?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control
Ability to receive the Ability to view the Ability to communicate Ability to allocate the
How to complaint of on shortest route to respond with on field request to an
manage demand garbage the on demand request staff/contractor/vehicle officer/contractor/
on- collection through driver and citizen processing plant etc.
various channels
demand Ability to schedule the Ability to predict the Ability to view and Ability to track the
waste waste collection as per waste complaints based update the status of on status of vehicle
collection waste type (medical on past trends of on demand request allocated to serve the
Waste, Hazardous demand waste collection through call, SMS and request.
in City? Waste or e-Waste) requests WhatsApp

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 Ability to view area Ability to predict the cost Ability to communicate Ability to view the SLA
wise request and pick and effort to calculate the the real time status of compliance and levy
up schedule cost wrt to size of request vehicle to gauge the penalty on contractor
as per business rules. ETA etc. etc.

Ability to view the Ability to predict ETA Ability to increase

request allocation to etc. awareness through bulk
specific officer and SMS, VMD , Website
vehicle as per request. and Mobile app.

C. Water Supply

Linked Indicators: Livability Index Framework

 Household level coverage of direct water supply connections
 Per capita supply of water
 Quality of water supplied
 Level of Non-Revenue Water (NRW)
 Percentage of water connections covered through meters
 Percentage of plots with rainwater harvesting facility

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Use Case 8: How to monitor pressure of water supplied in city?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control
View waste water Correlate the complaints Communicate with Identify the city areas
pressure levels and and the pressure level water department to on GIS map that would
sump levels and across data address specific leaks / require planning of
pumping stations and seepage scenarios sewer lines and the
treatment facility with pumping station
drilldown facility up to
a locality
Identify and view the Analyze the consumption Communicate using Alert if a specific type
How to blockage in the data and the patterns in a display devices/bulk of complaint is lodged
drainage system till the given locality sms to inform about several times from a
monitor treatment plant traffic particular area through
pressure citizens charter
of water View complaints
reported for sewerage
Alert and shoot
message to the
supplied across the city with concerned personnel in
in city? drilldown facility up to
a locality
case of threshold
breach (water
surpasses the
threshold.)
View the status of the Identify the city areas
complaints/projects on GIS map that would
with real time require planning of
monitoring of engineers sewer lines and the
and work done pumping station

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Use Case 9: Reduction of potable water wastage in the city?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control
Ability to view the level Level monitoring sensors
Communication to
of storages in at Dams, reservoirs, Trigger event in case of
Response teams based
reservoirs, dams and pumping stations/ visible pipeline burst
on created alert
water tanks in the city distribution centres
Data collection from
Ability to record and Mobile apps given to Automated messaging Monitoring of
view the trips made by field officers to monitor to citizens in case of discharges through
water tankers in wastages and from water rationing and industries in the water
various parts of the city Citizens in the form of shortages sources
complaints
Analysis of water Regular messages to
Ability to view the consumption per capita citizens to create Controlling and
Reduction pipeline network and for regions in the city awareness and display monitoring of supply
of potable various nodes across along with analysis of of per capita water from pumping stations
the network reported water wastage consumption on VMS in case of wastage
water data everyday
wastage Analysis of water
Communication Water
Ability to record and Ambulance in the
in the view the volume
consumption patterns
vicinity for fixing the
Alerts in case of water
throughout the day and theft through pipeline
city? distribution data at a
rationing of quantities
wastage by changing
and change in pressure
central location taps and monitoring
based on that
quality of water

Communication/ alert
Ability to record and
Analysis of water quality to authorities in case of
view the water quality -
at source inadequate volumes at
reports
specific nodes

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D. Emergency and Disaster Management
Use Case 10: Reduction in losses during events of fire break-out?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control
How to Ability to view the
location of all fire
Analysis of unstable,
dangerous and fire prone
Bulk messaging system
for communicating
Creation of emergency
corridor/ passage for
reduce hydrants and tenders structures in the city citizens in the vicinity passing of fire response
human across the city
Ability to view the heat Correlation with the Two way
teams
Alerts and
and maps of fire prone Environmental, Fire and communication communication to
capital areas on the city map
based on past
Temperature sensors between field fire
response team and
Police agencies with
appropriate messaging
losses incidences and patterns command centre staff to ensure law and order
in event Ability to view the Analysis of number of Communicating Detection of number of
location of hospitals establishments with information of current people/ crowd
of Fire and route with traffic appropriate fire safety status on VMS and PAS detection in the
break- condition in the city on audits and equipment for controlling footfalls affected area and
the map in the area communication to
out? nearest Hospital teams
for backup
Ability to view the real Analysis of fire events in Trigger the event in Auto SOP triggering to
time video streaming of the industrial and case of fire incidence utilities such as Piped
the location using the commercial areas for for action teams gas, electricity and
CCTV feed better preparedness telecom for

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 discontinuation of
services as necessary

Ability to view the Sentiment analysis of the Communication for Drones for video
details of fire safety data collected from social safe exits via PAS for surveillance
audits performed in the media, complaints app the citizens trapped in
critical areas in the city and other physical media affected area

Use Case 11: How to reduce the damage to property/life in case of

Disaster/Emergency event in a busy area of city?

Data Acquisition
Data Collection Command and
Use Case and Communication
and Analytics Control
Visualisation
Ability to track Fire Designing shortest Trigger Event as per Asset and access
Tenders on city map route for Fire tender configured SoPs Control
and hospitals/fire
How to tender

reduce the Ability to view traffic Traffic simulation and Communication over PTZ Camera Control
congestion on city congestion VMD, PAS and social
damage to map management media for regular
property/life updates and advisory
in case of Ability to view on Co-relate the data from Two way Traffic Signal
Disaster/ route camera feeds (Environment, Fire) communication with Control
,building exit plan Sensors field force : Police ,
Emergency Traffic Police,
event in a Hospitals and City
officers

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 busy area of Ability to locate fire
hydrants en-route and
Simulation using 3D
Maps of building to
Bulk SMS to citizen in
locality
On Field Resource
Mobilisation ;
city in premise support field force Disaster
Management Team

Ability to view nearby Sentiment Analytics Event Summary report

Hospitals, Police and response wrt to using Knowledge Base
Stations event
, Fuel stations,
Buildings, public
places

E. Service Delivery
Linked Indicators: Livability Index Framework
 Percentage of citizen services available online
 Percentage of services integrated through Command Centre
 Percentage of citizens using online services
 Average delay in grievance redressal
 Tax collected as percentage of tax billed
 Extent of cost recovery (O&M) in water supply services
 Capital spending as percentage of total expenditure
 Percentage of population covered under Ward Committees/Area Sabhas

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Use Case 12: How to monitor and manage civic complaints effectively?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control
Ability to source civic Sentiment analysis for Communicate with field Alerts to department
complaints in real time data collected from staff from the requisite officers and citizens if
through various various citizen centric department while higher number of
channels : SMS, channels such as Social addressing complaints complaints are logged
WhatsApp, Website, media handles, internet (ticket related in given time interval.
Mobile App, Facebook, media/ blogs, mobile information).
How to Twitter, Call Center applications, complaints
mail box etc.
Also Seek feedback from
your employees wrt to
monitor complainant and
problem type .
and Ability to track Predictive analysis of Communicate with the Daily alerts for pending
complaint status and specific complaint type : complainant through grievances along with
manage ability to provide Noise, Stench, Stray SMS, Social Media , details of responsible
civic update to
citizens/officers
Dogs, Potholes, Water
Quality etc.
WhatsApp etc to update
the Expected time of
authorities

complaints Allocation and Expected

time of Resolution
effectively Ability to view the SLA Area/ location wise
status of the work
Communicate using Alerts in case of non-
compliance status of analysis of grievances/ display devices to adherence to SLAs by
complaints : comments for deriving spread awareness officers/employees with
Department wise , patterns satisfaction score of
Officer Wise, Location each department.
Wise

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 Ability to view the Ability to analyse Use digital displays and Daily alerts showcasing
citizen feedback over department wise/officer PIS to spread awareness defaulters with pending
the closed complaints wise SLA compliance and taking tickets.
through various and the customer precautionary measures
channels. satisfaction on different to reduce the
dimensions occurrence of civic
complaints.
Ability to assess the Root cause analysis of Send SLA details for Displaying the
sentiment and key complaints, identify top each process to a citizen satisfaction index on
trending issues related complaints area wise, / Send alerts to citizens VMS and best
to civic issues through department wise etc. for compliance/ employees.
online, news and social Send reminders to
media platforms. defaulter employees for
necessary compliance

Use Case 13: How to gauge Citizen Satisfaction to citizens to improve service
delivery?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control

Sentiment analysis for

Provide data collected from Communicate with field Alerts to response
CCTV at service
sense of delivery locations,
various citizen centric staff from the requisite teams in case of any
channels such as Social department while unsettling activities at
satisfaction facilitation centres,
media handles, internet addressing complaints service delivery
offices to get the live
to citizens feeds of the operations
media/ blogs, mobile (ticket related locations, facilitation
applications, complaints information) centres, offices
while mail box etc.

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 availing Ability to view the
Predictive analysis while Communicate with the Daily alerts for pending
dashboard of various
services city administration
launching / providing complainant though grievances along with
any service to the citizens SMS on the status of the details of responsible
services and their
at large work authorities
performance
Ability to view civic
Communicate using
infrastructure assets on Area/ location wise
display devices to Alerts in case of non-
map based on their analysis of grievances/
spread awareness on adherence to SLAs by
classification and comments for deriving
using the citizens service providers
maintenance schedule patterns
charters
updates
Ability to view
In case of an epidemic,
grievance redressal Ability to analyze SLA
use digital displays and Daily alerts showcasing
information on the city compliance and the
PIS to spread awareness defaulters with pending
map with outstanding customer satisfaction on
and taking revenue
grievances (utility wise different dimensions
precautionary measures
and type wise)
Ability to view the Send SLA details for
status of revenue each process to a citizen
generated through Analysis of grievance / Send alerts to citizens Displaying the
various services along management mechanism for compliance/ satisfaction index on
with number of for improvement Send reminders to VMS
contributors for each defaulters for necessary
revenue source compliance

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F.Civic Health Use Cases
Linked Indicators: Livability Index Framework
 Number of in-patient hospital beds per 10,000 population
 Healthcare professionals per 10,000 population
 Average response time in case of health emergencies
 Period prevalence of water borne diseases
 Period prevalence of vector borne diseases

Use Case 14: How to effectively tackle mosquito borne diseases in city?

Data Acquisition Data Collection

Use Case Communication Command and Control
and Visualisation and Analytics
On Field Resource
Ability to view Trend analytics of
Trigger Event as per Mobilisation : Sanitation
patients footfall in patients footfalls on
configured SoPs Inspectors allocation and
How to real time timeline dimensions
tracking
effectively Ability to view
Communication over
VMD, PAS and social
tackle hospitals and City wide Hot-Spot
media for regular
staff/beds/medicine Analysis based on lab
mosquito availability in real reports.
updates and advisory
through city health On Field Resource
borne time.
department Mobilisation : Fumigation
diseases Co-relate the data Two way communication plan based on evidences
Ability to view from seasonal with field force :
in city fumigation plan and changes, fumigation Hospitals and City
schedule in real time activity and impact on Health and Sanitation
disease officers

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 Bulk SMS to citizen in
locality to educate and
Ability to locate water
Sentiment Analytics control vector borne
logging/potential Trigger alert to Hospitals
and response wrt to diseases.
mosquito breeding Emergency room
event
cases across cities Event Summary report
using Knowledge Base

Use Case 15: How to strengthen Civic Health Care delivery in the City using
Data Analytics ?

Data Acquisition Data Collection

Use Case Communication Command and Control
and Visualisation and Analytics
Ability to correlate
cause like the impact
Ability to communicate Ability to coordinate with
Ability to view the of water quality, air
with patients about Hospitals, Labs and on-field
data of Vaccination quality, stress on
medicine /vaccination staff in real time using
Drive on city map diseases reported at
drive or camps handheld devices etc.
primary, secondary
and tertiary care.
Ability to do the Ability to coordinate with
Ability to communicate
Ability to map in predictive analytics Hospitals and lab to act in
targeted intervention
patients at all levels over the past data to case of food poisoning,
with on field/ mobile
of public hospitals on predict the outbreak communicable diseases,
healthcare staff in real
city map of disease in industrial accident as per
time.
community standard protocols

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 Ability to map
How to footfalls of citizens at Ability to view heat-
Ability to communicate
primary, secondary map of different
strengthen and tertiary care diseases on different
health updates with
Civic Health Health officers, hospitals
centre for IPD/OPD , dimensions over city
and labs.
Care major and minor maps
treatment etc.
delivery in Ability to identify
the City common diseases Awareness drive for
using Data Ability to collect data based on patient data citizens in targeted areas Ability to coordinate with
from various health etc. on daily, weekly through email, SMS, Sanitation Department and
Analytics? care survey agencies and monthly basis to WhatsApp , VMD etc as other line department to take
in the city gauge the impact of per preventive corrective action.
preventive care healthcare SoPs
program

Use Case 16: How to predict Stray Dog menace in the City?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control
How to Generate Heat-map on Review the thresholds
contain Ability to view the dog
bites incidents on the city
city map using the dog
Ability to inform stray dog
team on receiving dog bite
of dog bites incidents
stray map
bites cases over various
dimensions
complaints
every monthly against
reported cases
dog

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 menace Ability to map the data To increase awareness
Predictive Analytics for Coordination with
in the from sterilization drive
over trends of stray dog
among citizens about dog
Hospitals emergency
of stray dogs by bites and its treatment
City? department in different
menace incidents over
using SMS, WhatsApp,
staff for medical
various dimensions. treatment
parts of the city Website and mobile app

Ability to mark sensitive

Encourage citizens to
zones where dogs
report potential cases of
menace is reported by
dog menace in locality
citizens

Use Case 17: How to reduce victim transit time from accident location to
Hospital?

Data Acquisition Data Collection Command and

Use Case Communication
and Visualisation and Analytics Control
Trend analysis of Ability to design
Ability to view the data Ability to send targeted
accident zones based shortest route for
from mobile healthcare alert notifications to
on heat map and Ambulances/medical
units officers, on field staff,
ensuring readiness vehicles

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 How to hospitals and labs in
case of emergency.
View availability of beds,
reduce doctors and paramedics in
victim real time across public and
Sentiment Analytics Ability to deploy assets
private hospitals
transit and response wrt to and manpower as per
time from event dynamic requirements
View availability of
accident medicine and medical Ability to disseminate
location to stock in real time information/content to
patients, citizens about
Hospitals? View patient footfalls at bed availability,
primary dispensaries availability of
/secondary and doctors/medicines etc. Voice Communication to
specialized hospitals in Traffic simulation and
provide personal
real time congestion
assistance to
management
stakeholders
View traffic congestion on
city map

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G. Street Light
Linked Indicators: Livability Index Framework
 Percentage of households with authorized electrical service
 Percentage of electrical connections covered through smart meters
 Average number of electrical interruptions per year
 Average length of electrical interruptions per year
 Percentage of total energy derived from renewable sources
 Energy consumption per unit - water supply and sewerage
 Energy consumption per unit - street lighting
 Percentage of new and redeveloped buildings following green building norms
 Total energy consumption per capita

Use Case 18: How to monitor and maintain street lighting networks remotely

Data Acquisition Data Collection Command and

Use Case Communication
and Visualisation and Analytics Control
Analyze trends over
How to Light On/off as per
dashboard for Street
View street lights,
pre-set ambient controller and feeder
monitor condition
Light Maintenance
on the city map
Dashboard.
and Notifications to the
maintain Light Intensity Prediction of Optimum citizens
/Luminosity - auto Light Intensity based on
street increase/ dimming as Ambient Light and
lighting per ambient conditions Sensor Data

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 networks Power saving mode -
When there is no
remotely changes in
environment and
Predictive maintenance
during night time,
alerts
dimming the lights
(reduce luminosity)
and switch off
alternate lights.
Light On/off as per
pre-set ambient
condition

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H. Transit and Mobility Use Cases
Linked Indicators: Livability Index Framework
 Geographical coverage of public transport
 Availability of public transport
 Mode share of public transport
 Percentage of road network with dedicated bicycle tracks
 Percentage of interchanges with bicycle parking facilities
 Mode share of non-motorized transport
 Availability of Passenger Information System
 Extent of signal synchronization
 Availability of paid parking spaces
 Percentage coverage of footpaths – wider than 1.2 m
 Percentage of traffic intersections with pedestrian crossing facilities
 Extent to which universal accessibility is incorporated in public rights-of-way

Use Case 19: How to manage the City Bus Operations effectively?

Data Acquisition and Data Collection and Command and

Use Case Communication
Visualisation Analytics Control
Suggest alternate
How to View real time
information about buses
Analyze the buses
density on a particular
Sharing the information
with the passengers
routes to the drivers
manage location, traffic flow, route and updating the about the route delay
through 2 way
communications.
the City congestion of buses,
peak and non-peak time
same on real time basis
on traffic flows and
through Mobile app
notifications and PIS
Also make decision
Bus information utilization of buses Display
to perform route
scheduling

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 Operations Calculating the Run Km Analyzing the Km
Sent alert to the
Comparing the GPS
Run Km and Dead
effectively? and Dead Km through cloaked by the Buses in
operators about the Km
cloaked by the buses in
Km data with the
GPS for the payment of respect with the trip audited data and
respect with no of trips
Bus Operator scheduled and operated clearing out the
operated
discrepancies
Automatic alerts to the
Monitoring the Calculating the
Analyze the trends in the operators and the
incidents occurred such penalty for the
incidents occurred agency regarding the
as route violation, skip incidents and
through Incident generated incident and
stops, harsh driving, imposing it on the
Management System TAT for resolving the
sharp cornering operators
same

Use Case 20: How to do City Traffic Planning using Data Analytics?

Data Acquisition and Data Collection and Command and

Use Case Communication
Visualisation Analytics Control
View Traffic Volumes, Analyze the traffic Share real-time traffic Suggest alternate
How to do Peak time, Flows and volume and peak time congestion route routes to commuters,
Vehicle Type across data to identify the Cross through VMD’s radio take
City different cross roads/ roads/Junctions for zero Services etc. corrective/repair
Traffic Junctions of the city tolerance for traffic activities for road
through ANPR system violations, Infrastructure infrastructure and
Planning health (Roads, Traffic make decisions to
using signal etc.) widen the roads for
smoother traffic flow

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 Data View Traffic Signal
controls and health
Analyze the trend of the
faults in the Traffic
Sent alerts through SMS Monitor the Health
and Whats app to the and take
Analytics? status signals for identifying the concerned staff and corrective/preventive
root cause of the repeat office maintenance of the
failure and also plan a Traffic infrastructure
preventive maintenance
schedule
View the Traffic Trend Analyze and co relate the Assist the driver of the Identify the shortest
on city map for different Traffic flow and trend on vehicle through mobile and less crowded
time zones of the day city map for assisting the application/ phone line route for
emergency services like Ambulances/Fire/
fire tender’s , ambulances Police vehicles
etc.
View Traffic violations Analyze the cases of Send SMS based Improve
and accidents patterns traffic violations (types warnings and alerts to enforcement and
on city map though and no.) and accidents on the repeat violators vigil at such locations
camera system city map to take serious to reduce the
action against offenders accident and
and control the accident violation rate
rate

Use Case 21: How to identify open parking spots in City?

Data Acquisition and Data Collection and Command and

Use Case Communication
Visualisation Analytics Control
How to Identify location,
number,
Total exceptions in the
day/week/month and
Notifications to the View Hotlisted/ watch
identify functional/nonfunctional possible cause
citizens listed vehicle list

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 open Parking Slots on city
map
Mapping of the city
traffic , footfall with
View real time meta
parking parking data for future
data from cameras,
sensors
spots in planning
Analyze traffic patterns
City? and parking at key
Show Revenue
Identify location and Collections by each
locations for planning
number of Parking Slots Parking Facility
and operations purposes.
on mobile app with
payment gateway option Public parking slot-space
availability prediction Auto ticket generation
for faulty camera / other
Expected waiting time for assets
next parking availability

Parking space availability

predictions based on
traffic conditions and
events happening in that
area

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Use Case 22: How to monitor entry of vehicles to restricted Zones?

Data Acquisition Data Collection and Command and

Use Case Communication
and Visualisation Analytics Control

Action taken/ resolution On Field Resource

View real time meta Trend analysis based on
report in coordination Mobilization in real
data from cameras heat map
with RTO time

Suspect person/
View real time traffic Proclaimed
How to movement in offenders/absconders
monitor designated areas (Offender's Pattern
Matching - real time)
entry of
vehicles to Planning/ forecasting man
restricted View Hot listed/ watch power required for
listed vehicle list surveillance in high risk
Zones? area.

Traffic flow optimization

Complaint
through major
management thru
intersections and adjacent
citizen mobile app
area

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I. Roads Management
Use Case 23: How to reduce citizen inconvenience during road maintenance?

Data Acquisition and Data Collection and Command and

Use Case Communication
Visualisation Analytics Control
Ability to do the Communicate with field Alert if a specific
prescriptive analysis for staff from roads type of complaint is
View status of on-going
road engineers to show (engineering) lodged several
roads projects across
the priority of road department while times from a
the city with drilldown
/road asset addressing complaints particular area
facility up to a locality
maintenance in (ticket related through citizens
allocated budget information) charter
Communicate with field Identify the city
View the status of the staff from other utility areas on GIS map
Ability to view the road
How to complaints/projects
potholes in different
departments (water, that would require
with real time sewerage, telecom,gas) planning of roads,
reduce citizen monitoring of engineers
areas using area wise
for permissions to dig road widening and
past trends
inconvenience and work done roads and co-ordinating footpaths in the
re-surfacing activities future
during road
Ability to correlate the
maintenance View the underground
potholes complaints
Communicate about
utility network on the roads reparation
with road maintenance
map for installations through display devices
schedule and defect
and maintenance work to divert traffic
liability period.

Ability to view the

ongoing work for
maintenance with meta
data (Contractor,

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 duration, material,
responsible officer)

Use Case 24: How to effectively tackle potholes problems in City?

Data Acquisition and Data Collection and Command and

Use Case Communication
Visualisation Analytics Control

Ability to view potholes On Field Resource

(with photos and videos) Trend analysis of Potholes Trigger Event as per Mobilisation :
complaints logged by complaints configured SoPs. Sanitation Inspectors
citizens allocation and tracking

Allocation of potholes
Ability to view the City wide Hot-Spot
How to dashboard of potholes Analysis based on
through Mobile app to Trigger alert to
contractors and Road concerned Engineer
effectively based on status. potholes
Engineers.
tackle
Co-relate the data from
potholes Ability to view and track seasonal changes and
Two way communication
Manage Traffic
with field force to assist
problems roads on city map budget spent on
in field operations
Diversions in real time
maintenance
in City?
Ability to view the road Communicate to
meta data like contractor Sentiment Analytics and citizens/community in NoC to be obtained for
data, maintenance data, response wrt to event locality etc. share the Road Maintenance
materials etc. closure

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 Ability to view road
Aging Report of potholes
maintenance Event Summary report
and road construction and
schedule/plan of roads using Knowledge Base
maintenance
department

J. Waste Water Treatment

Linked Indicators: Livability Index Framework
 Coverage of toilets
 Coverage of sewerage network
 Collection efficiency of sewerage network
 Extent of reuse and recycling of waste water
 Coverage of storm water drains

Use Case 25: How to control affluent disposal into city water bodies?

Data Acquisition Data Collection Command and

Use Case Communication
and Visualisation and Analytics Control
Identify the
Control parameters
distribution of
View complaints and set thresholds
industrial areas Communicate with water
reported from for alerts at various
across the city and department to address issues
citizens location across the
their proximity to
river
river areas

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 Communicate using display Alert and shoot
Monitor the levels of devices to inform about specific message to the
How to pH and other
Ability to view area
wise water
water conditions (shortage, concerned
control chemical
composition of
composition patters
purity levels, special
instructions) or awareness
personnel in case of
threshold breach
affluent water
and derive insights
messages about water (water surpasses
disposal conservancy to citizens at large the threshold.)
View water level at Ability to analyze
into water reservoirs across the waste dispense and
Communicate with field staff
from fire department to provide
bodies? city with drilldown identify patterns in
overhead tank status while
facility up to a given area in given
addressing exigencies
reservoir season.

View the Analyze the diseases

underground utility reported due to
network on the map. water contamination

View if flooding of
waste into water
bodies through
CCTV

Use Case 26: How to ensure the storm water network readiness before rains?

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 Data Acquisition and Data Collection Command and
Use Case Communication
Visualisation and Analytics Control
Ability to view the storm Monitor the SLA
Communicate with
water network ( along Ability to simulate the compliance of
Drainage department
with meta data like water flow in different contractor and
officers and
capacity, maintenance scenarios across storm officers wrt of
contractors regarding
due etc.) on city Map water network maintenance of
overflowing drainage
How to /GIS drainage network
Ability to view Storm
ensure the water drainage network
Communication to
Ability to control
Predictive analytics citizens through
storm water cleanliness schedule and
based on complaints website, mobile app,
the Cameras and
progress of cleanliness sensors of water
network plan along with details of
and cleanliness SMS, WhatsApp to
treatment plant
schedule. update them about
readiness concerned officers and
maintenance drive
and vehicles
contractors.
before rains?
Ability to view the area What-If analysis to
Communicate the lab
wise budgetary provision check the readiness of
reports of water
of each area for water network to
treatment plant
cleanliness of storm manage the flow over
outputs
water GIS.

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K. Environment
Linked Indicators: Livability Index Framework
 Concentration of SO2 - air pollution
 Concentration of NO2 - air pollution
 Concentration of PM10 - air pollution
 Level of noise pollution
 Quality of water in public surface water bodies

Use Case 27: How to address air and noise pollution in city using
environmental Sensors?

Data Acquisition Data Collection Command

Use Case Communication
and Visualisation and Analytics and Control
Ability to correlate Ability to Monitoring the
Ability to view Air
the data emanating communicate the AQI in real time
Quality Index across
from various levels of AQI and and coordinating
city, levels of various
How to address Environmental Noise in locality to with Traffic
constituents ( CO,
sensors in different citizens, businesses Police and
air and noise CO2,SO2,NO2, PM10)
areas of city wrt to and industry on daily Environment
etc.
pollution in city city mobility/traffic basis Department.
Ability to send the
using Ability to view the Ability to predict the aggregated data of
Ability to address
the noise issue by
Environmental hotspots across various
areas in city where
poor quality of air
and water with
AQI and Noise to
concerned authority
issuing advisory
Sensors? high noise cases are complaints received to address the
to local
businesses,
reported by citizens through various problems through
marriage gardens
channels policy.
etc.

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 Ability to predict the
Allocating and
poor quality of air Ability to spread
monitoring noise
and water on various awareness at chronic
complaint to the
Ability to view visibility dimensions like location/spots
on-field squad to
in different part of city timelines, seasons identified over VMD,
take intervention
where there is high website, mobile app,
as per defined
density of markets, WhatsApp etc.
SoPs.
industry or shops.
Ability to educate the
Ability to Permissible Ability to view the
masses using bulk
limits of Noise levels heat-map of noise
SMS, email and
in various areas across pollution over
messages about best
the city different dimensions
practices

Use Case 28: How to increase the green cover of the City?

Data Acquisition Data Collection Command and

Use Case Communication
and Visualisation and Analytics Control
Ability to view the
Ability to Ability to
green cover on city
Ability to assess the communicate the coordinate with
map along with meta
quality of green schedule for Tree tree
data ( tree type, tree
cover across the city trimming/cutting in trimming/cutting
health, tree location,
real time to residents team in real time.
age )

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 How to increase Ability to view the Generate area wise
Increase awareness
through bulk SMS, Ability to respond
request of tree insights about flora
the green cover cutting/trimming in and fauna of each
Bulk Email about the to illegal tree
flora and fauna of the cutting as pre SoPs
of the City? real time area and it health
city.
Increase Awareness Ability to review
Ability to mark the
Ability to view the about various tree the SLAs as per
areas with
tree cover on plantation initiatives citizen charter of
low/medium/high
interactive GIS map. to preserve flora and contractors/officers
density tree cover
fauna in locality. for managing
Ability to coordinate
with key NGOs and
Ability to view the
environment activist
locations and schedule
group over the
of tree
activities like tree
trimming/cutting
plantation and
squad in real time.
trimming/cutting
exercise.

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