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.