Http:// In The Name of God, The Compassionate, The Merciful

http://www.shirazcity.org

In The Name of God,The Compassionate,

The Merciful

Electronic Municipality Project in Shiraz


Background:Municipalities are among the oldest (with more than 70 years) and best settled civil (urban) organizations in Iranian era of modernization. They are supposed to be managed as a public non-beneficiary, non-governmental organizations (institutions) at local level of administration. Municipalities are responsible for all city limit (jurisdiction) affairs by imposing local taxes and tariffs so called Avarez. Considering the fact that the amount of this kind of budgetary credit did /does not suffice all needs of the city; and due to the nature of official procedures, all the expenses are considered as current expenditures and thought to be curtailed and postponed for a later time. As a result, official procedures are stagnant and traditional in their nature.


Background:

One of the most annoying procedures in municipalities in Iran, is issuing construction permits. These permits are issued in 9 District offices of the municipality, which are located in different parts of the city.These procedures are Very complicated, time consuming and distressing which also involves a number of organizational bodies both in and out of the municipality’s official authorities.Considering dissatisfaction of all parties i.e.: citizens, City Council members and acting personnel urgent need for change becomes clear. Here comes the Electronic Municipality (E-Mun) project.


Dissatisfaction of citizens and city council members is openly and constantly announced , personnel are doing the best they can but, no sign of good is seen and so they have become exhausted, anxious and edgy to face the clients justified needs for decent, fast and clear response. Result: Worsening situation and increasing dissatisfaction of citizens and clients.Reasons: Traditional work procedures with minimum use of ICT techniques which do not suffice citizen’s needs and expectations.Lack of managerial monitoring and control over the procedure.

Problem Definition:


Urgent actions for changing the procedures of issuing Construction Permits (by adopting ICT techniques) should be taken into consideration.

Policy Definition:


Goals and objectives:Citizens’ satisfaction should be attained.Time reduction in completion of the procedure by adopting ICT techniques as well as redefinitions of work flows should be assured.Reduction in traffic movements generated by citizens going to district offices should be achieved.Prevention of document loss and repeated work must be granted.Establishing a unity in work flow, procedures and official thought in all district offices.Moving from work departments (Front-office) to work tables (Back-office) type of work flow in all districts.Increase in productivity in one of the major and perhaps the most important work procedure and work flow of the municipality.Procuring the ability for online monitoring and managerial controls.


Invitation of private sector firms talented in software type solutions considering the available computer programming and adoption of ICT techniques in Islamic Republic of Iran to prepare a customized version of the necessary software and hardware platforms.

Solution:

Shiraz Municipality acting through:Deputy Mayor for Planning & Shiraz ICT Organization

Project Manager :


The contractor is One of the most talented private ICT Consortiums in Iran to develop specialized customer oriented version of software as well as hardware needed.

Executive firm:

Windows Web based software (XP and higher versions) with 27 related sub-systems, so that by adopting new work flows, full automation of procedures would be attained.

Software specifications:


Strong Managerial Determination to accept the change and the will to adopt the newly proposed work flow in their office.Procurement of both hardware and software, wide-band high speed internet and intranet infrastructure and platforms.Constant on the job training of district’s personnel and updating data as well as upgrading the software.Re-organization and re-definition of job descriptions as well as job qualifications according to the new defined work flows.Full participation of other related Organizations and responsible bodies both within the municipality as well as out of the municipality in the newly defined work flows.

Necessities:


Executive chart :


Phase 0 (Preparation)Preparing work environment and necessary situation(s) for applying the change, including sorting and reorganization of archives, field search and coding for land parcels in different districts as well as personnel justification for the change.

Phase 1 (Semi-automation of the procedure)Scanning archived files, book marking of scanned files, starting automation procedure by exporting digital files into the software database, entering necessary regulating data to the software, …Control and verification of the digitized dataPersonnel training (including mangers) for working with software as a new means for applying official duties.Citizen’s public notification for the reason of change and its prospect.

Operational Phases:


With respect to the 2 mentioned phases and during the last four years, we have been able to Commence the project in six district offices. The amount of the job done by 139360 day of work by private sector employees are:1)Re-organizing and scanning of 301111files2)Scanning 14908950 pages of documents.3)This year these phases are going to be accomplished in 3 left district offices.

Operational Phases:


Phase 2 (Total Automation)All procedures of issuing construction permits are totally automatic an d paperless, therefore:

a)Changing from front office to back office type of work will be executed

b)Costumers should occasionally pursue their official request in person in district offices.

Operational Phases:


Phase 3 (Virtual City)At this phase the system is well settled in the district offices and by using internet capabilities all the procedures will be presented in the Shiraz Municipality’s website. People can send their job request at any time, anywhere with the least direct presence in the district offices.

Operational Phases:



Documents

Http:// In The Name of God, The Compassionate, The Merciful