A system for more optimally providing a service, such as a communications service, in an institutional setting by use of smart context-aware approaches. The system comprises an environmental context processing engine configured to transform sensed data indicative of activity relevant to provision of said service into data indicative of an environmental context in which said activity is deemed to have occurred; a situational context processing engine configured to transform the data indicative of the environmental context into data indicative of a situational context in which said activity is deemed to have occurred; and a decision making engine configured to apply data indicative of an institutional context to the data indicative of the situational context in order to determine an action to be taken in accordance with provision of said service.