kSIST-TP FprCEN/TR 18260:2025
(Main)Sustainable Cities and Communities - A framework for standardization of services to the citizen
Sustainable Cities and Communities - A framework for standardization of services to the citizen
This document lays down a framework for a standardization project to establish and document best practice in the design and execution of smart and sustainable services made available by local government to citizens, both for residents and for visitors to a community. This document sets out the basic principles that are needed to be observed across the full range of services to be provided; it does not cover specific services.
The project covers services, whether these are directly delivered by authorities or whether their delivery is outsourced to arms-length public bodies or private enterprises.
The project does not cover specific technologies used in the delivery of electronic services.
The work takes due account of, and complement, the work of ISO/TC 176 concerning local authorities’ quality management systems, and of ISO/TC 312 concerning service excellence.
Nachhaltige Städte und Gemeinden - Rahmen für die Standardisierung von Dienstleistungen für den Bürger
Développement durable des collectivités - Cadre pour la normalisation des services aux citoyens
Trajnostna mesta in skupnosti - Ogrodje za standardizacijo storitev za prebivalce
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-oktober-2025
Trajnostna mesta in skupnosti - Ogrodje za standardizacijo storitev za prebivalce
Sustainable Cities and Communities - A framework for standardization of services to the
citizen
Nachhaltige Städte und Gemeinden - Rahmen für die Standardisierung von
Dienstleistungen für den Bürger
Développement durable des collectivités - Cadre pour la normalisation des services aux
citoyens
Ta slovenski standard je istoveten z: FprCEN/TR 18260
ICS:
13.020.20 Okoljska ekonomija. Environmental economics.
Trajnostnost Sustainability
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
FINAL DRAFT
TECHNICAL REPORT
RAPPORT TECHNIQUE
TECHNISCHER REPORT
August 2025
ICS 13.020.20
English Version
Sustainable Cities and Communities - A framework for
standardization of services to the citizen
Développement durable des collectivités - Cadre pour Nachhaltige Städte und Gemeinden - Rahmen für die
la normalisation des services aux citoyens Standardisierung von Dienstleistungen für den Bürger
This draft Technical Report is submitted to CEN members for Vote. It has been drawn up by the Technical Committee CEN/TC
465.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Türkiye and
United Kingdom.
Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are
aware and to provide supporting documentation.
Warning : This document is not a Technical Report. It is distributed for review and comments. It is subject to change without
notice and shall not be referred to as a Technical Report.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2025 CEN All rights of exploitation in any form and by any means reserved Ref. No. FprCEN/TR 18260:2025 E
worldwide for CEN national Members.
Contents Page
European foreword . 3
Introduction . 4
1 Scope . 5
2 Normative references . 5
3 Terms, definitions and abbreviated terms . 5
4 Objective . 7
5 What citizens need . 7
5.1 Standardizing services . 7
5.2 Citizens’ public services for sustainability. 8
5.3 A management system for smart citizen-centric public services . 9
5.4 Citizen service fundamentals . 9
6 Smart digital public services – and how they can be designed . 10
6.1 General . 10
6.2 Citizen services and digital technology issues . 11
6.3 Principles of smart digital public service design . 11
6.4 Planning smart digital public service design – an integrated approach . 12
7 Production of a service framework standard . 18
7.1 Background . 18
7.2 Relevant international work . 18
7.3 Requirements at national level . 19
8 Shaping the standard and supporting documents . 19
8.1 Content of the European Standard . 19
8.2 Complementary standards actions - following up other relevant ETSI TR recommendations
Annex A (informative) Digital technologies of relevance . 21
A.1 Artificial intelligence . 21
A.2 Blockchain and DLT . 22
A.3 The data economy . 23
A.4 The metaverse . 23
Bibliography . 24
European foreword
This document (FprCEN/TR 18260:2025) has been prepared by Technical Committee CEN/TC 465
Sustainable Cities and Communities”, the secretariat of which is held by AFNOR.
This document is currently submitted to the Vote on TR.
Introduction
The digital age offers considerable opportunity not only for citizens to have an improved living
environment in which they can benefit from effective services, but also for them to influence matters
affecting their daily lives. At the same time, equal treatment for all citizens needs to be ensured and
account needs to be taken of their security and data privacy concerns.
The digitalization of local services for citizens thus far has been focused on the benefits of technological
advance, particularly in terms of cost and overall convenience for those providing the service. However,
until now, the basic service-level requirements for citizens have not been codified. In some cases, levels
of service could well have worsened for more vulnerable individuals. For the well-being of citizens, it is
essential that these requirements are taken properly into account by service-providers. Without such a
discipline, societal development, particularly in terms of the needs of vulnerable citizens, can suffer.
In October 2020, ETSI TC Human Factors published a Technical Report [1] concerning standards issues
relating to smart cities and communities in so far as they affect individual citizens. This was the first time
these aspects had been addressed. Among the proposals in this Report is a cluster relating to the
provision of services to the citizen.
This CEN Technical Report takes these proposals a step further, by defining a future citizen services
standardization project. This project in the first instance is intended to set out the fundamental
parameters for a standardized approach to the provision of citizen services. It will provide an overall
framework for citizen services that will implement all the relevant proposals, as well as consider any
additional aspects that need to be addressed. The project will require a number of different deliverables
produced over different timeframes, in order to maximize the benefit of the new standards approach for
local authorities and their citizens, and to ensure a good uptake.
Thus, citizens will benefit from improved services that better meet their needs, and local authorities, as
the ultimate service providers, will gain in efficiency from having smoothly efficient service framework.
1 Scope
This document lays down a framework for a standardization project to establish and document best
practice in the design and execution of smart and sustainable services made available by local
government to citizens, both for residents and for visitors to a community. This document sets out the
basic principles that are needed to be observed across the full range of services to be provided; it does
not cover specific services.
The project covers services, whether these are directly delivered by authorities or whether their delivery
is outsourced to arms-length public bodies or private enterprises.
The project does not cover specific technologies used in the delivery of electronic services.
The work takes due account of, and complement, the work of ISO/TC 176 concerning local authorities’
quality management systems, and of ISO/TC 312 concerning service excellence.
2 Normative references
There are no normative references in this document.
3 Terms, definitions and abbreviated terms
For the purposes of this document, the following terms and definitions apply:
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
• ISO Online browsing platform: available at https://www.iso.org/obp
• IEC Electropedia: available at https://www.electropedia.org/
3.1
citizen/consumer/customer
person or organization that could or does receive a product or a service intended for or required by them
Note 1 to entry: Within the framework of this standard, a recipient of public service can encompass a citizen (a
person with an inherent or legally-granted residency status), a non-citizen (such as a visitor from another nation),
an organization, or a broader societal entity representing a collective of citizens.
Note 2 to entry: The customer/citizen is the recipient of a product or service provided by a public service
organization, or a private entity acting on its- behalf; and as such the term “customer” maybe used in combination
with the term citizen within the context of this Report.
Note 3 to entry: “Consumer” is defined by the European Accessibility Act as any natural person who purchases the
relevant product or is a recipient of the relevant service for purposes which are outside his
3.2
citizen-centric
design and delivery of city services driven by the needs of citizens, rather than the functional structures
of a city’s silos
Note 1 to entry: The term citizen in this context includes residents, visitors and businesses within the city.
3.3
customer/citizen satisfaction
measurement of citizens’ perception of the degree to which the customer’s/citizen’s requirements have
been fulfilled / or have been made available or taken into consideration
3.4
accessibility
extent to which products, systems, services, environments and facilities can be used by citizens from a
population with the widest range of user needs, characteristics and capabilities to achieve identified goals
in identified contexts of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
Note 2 to entry: Accessibility includes facilities offered to all citizens, including persons with disabilities (accessible
locations, accessible terminals or user-friendly interfaces, etc.).
3.5
public service
service delivered by an organization established or designated by the Government for citizens and other
clientele
3.6
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a system, product or service is accessed and used
3.7
infrastructure
system of facilities, equipment and services needed for the operation of a public service organization or
for accessing the smart and sustainable services made available by local government to citizens
3.8
public service organization
any institution, service-oriented entity, or system that operates under the policy guidance and authority
of an elected government (whether at the national, federal, regional, or local level)
Note 1 to entry: This encompasses organizations involved in policy formulation and law enforcement — areas not
limited to services but with activities that significantly impact the broader public interest.
3.9
requirement
need or expectation that is stated, generally implied or obligatory
3.10
smart digital public services
services that increase city sustainability, smartness and resilience, by using appropriate technologies,
data integration and exchange between them
3.11
traceability
ability to trace the history, application or location of that which is under consideration
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