This research examines the application and impact of user-generated content in the context of smart cities platform in participation for citizen services. The aim is to analyze how customer-oriented approaches influence the development and implementation of smart city solutions. Also in focus is, what potentials arise from this for an improved quality of life and sustainability in urban areas. The success of customer centricity initiatives in cities and municipalities depends to a large extent on the extent to which they succeed in adapting organizational structures, integrating technologies in a meaningful way and always putting people at the center. The study focuses on the integration of citizen needs into technology-supported urban development concepts and explores ways in which smart cities can be made more efficient and citizen-friendly through customer centricity.