The article presents results of the search and analysis of publications, which investigated the influence of the ’human factor’ on the formation of goals in the socio-communicative section of the portfolio of projects ’Smart City’, as a key element in the development of systems “smart city” is the society with its needs and perspectives. It is people, and not technology, who are the creators of modern cities, active participants of projects with their transformations and the major consumers of urban services. The authors analyzed the peculiarities of formation of centers of innovation of administrative services based on new models of interaction between citizens and the authorities, and the transformation of urban communities, with a citizen-centric approach, which contributes to the successful solution of problems of the city through innovative transformation and practical implementation of intelligent solutions based on information technologies