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In recent years, the term “smart city” has become closely associated with large technology, engineering and consultancy firms. Yet in such a fast-moving field, both private companies and public authorities increasingly recognise that a genuinely smart city must centre on its users. Engaging citizens and integrating their needs into city systems—so services feel personalized and relevant—is essential to making a city truly smart.
Companies now compete with innovative and disruptive offerings designed to be adopted and used by individuals. The number of digital tools that improve daily life keeps growing, as does our reliance on them and our integration with technology. Citizens play an active role in shaping the cities and communities where they live, influencing which solutions succeed and how those solutions evolve.
Urban services have advanced significantly in quality and efficiency, but these gains matter only when people are aware of and can use them. The new challenge is connecting smart solutions to everyday life so residents understand what tools are available and how they help. Accessibility, clarity and relevance are crucial for adoption.
As Dan Cunliffe, managing director of Pangea and one of our partners, explains: “The consumerisation of a sector is a well-known process, and none more so than in the mobile space where consumers directly drive application innovation. This is due to the desire for relevant applications that support their needs.”
“We could see this same level of consumerisation happening within the smart city space. We can imagine how consumers will drive the need for smart city applications that are suited to them, as opposed to what a corporate entity may envision.”
Authorities must ensure solutions are developed to include the digitally disengaged and to support the full range of local demographics. Innovative technologies often bring unintended consequences. For example, price-driven ride services can make transport more challenging for people with disabilities and increase congestion in city centres. Policymakers and communities need to weigh these trade-offs and set priorities that reflect local needs.
A smart city cannot be a one-size-fits-all proposition. Cities and their residents are diverse—different needs, demographics, social habits and economic drivers require flexible, tailored approaches. That is why a suite of complementary solutions under a single framework is valuable: it allows individuals to make informed choices about how they travel, work and spend their leisure time. When a city is digitally connected around people’s real lives, it adds tangible convenience and value to individuals.
Being “smart” should mean using technology to solve real problems rather than applying technology for its own sake. When systems work together, the benefits can multiply beyond the original intent. For instance, smarter delivery logistics can reduce the number of vehicles on the road, cutting emissions, easing congestion and improving bus journey times. Accessible transport options let people with disabilities travel more independently, opening up social and employment opportunities.
Ultimately, the public will determine which innovations become the next smart-city successes. It makes sense to involve residents in shaping the direction of urban development so cities evolve in ways that reflect their priorities and improve everyday life.