Volume 35, Issue 2 (summer 2022)
JMDP 2022, 35(2): 3-28 |
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Pedroud A, Memarzadeh Tehran G, Alimoradi M. Identifying and Prioritizing Factors Affecting the Implementation of the Citizen’s Charter in Iranian State Agencies. JMDP 2022; 35 (2) :3-28
URL: http://jmdp.ir/article-1-4361-en.html
URL: http://jmdp.ir/article-1-4361-en.html
1- Department of Public Administration, Institute for Management and Planning Studies, Tehran, Iran.
2- Department of Public Administration, Science and Research Branch, Islamic Azad University, Tehran, Iran , memarzadeh@srbiau.ac.ir
3- Department of Systems Planning and Economic Sciences, Institute for Management and Planning Studies, Tehran, Iran.
2- Department of Public Administration, Science and Research Branch, Islamic Azad University, Tehran, Iran , memarzadeh@srbiau.ac.ir
3- Department of Systems Planning and Economic Sciences, Institute for Management and Planning Studies, Tehran, Iran.
Abstract: (939 Views)
Purpose: Considering the importance of a citizen’s charter in the state organizations of Iran, this study is conducted with the aim of identifying and prioritizing the factors affecting its successful implementation.
Methodology: The approach of this research was quantitative and by conducting exploratory factor analysis in 40 organizations, factors affecting the deployment of citizen’s charter were identified and categorized.
Findings: Results indicate that the factors affecting the implementation of the citizen’s charter can be categorized into seven classes of variables which are, from the highest to the lowest effectiveness, as follow: 1. the level of development and awareness of citizens, 2. employees’ willingness and organizational strength, 3. citizens' trust in governmental resources and supportive policies, 4. network and infrastructure of appropriate institutional culture, 5. culture of ambiguity avoidance, power distance and leadership commitment, 6. citizenship rights, 7. complexity of laws and motivation of government officials.
Originality: Regarding the efforts of previous governments in establishing a citizen’s charter, this study has tried to play a significant role by identifying and prioritizing the effective factors to reach this end. This study is unique in its contribution to create a native citizen’s charter by combining theoretical studies, experts’ thoughts as well as the society’s perspectives. As a result, the findings of this research can improve transparency in government accountability by playing a role as a reference for theoretical and practical knowledge on the promotion of state agencies’ services and supporting citizens’ rights.
Implications: According to the obtained model and the presented factors affecting the establishment of the citizen’s charter in the public sector of Iran and in order to successfully deploy the charter, the executives are expected to do their best firstly, to upgrade the citizen’s development and awareness through utilizing capacities and plausible services, and secondly, improve the personnel’s willingness and the organization’s capabilities.
Methodology: The approach of this research was quantitative and by conducting exploratory factor analysis in 40 organizations, factors affecting the deployment of citizen’s charter were identified and categorized.
Findings: Results indicate that the factors affecting the implementation of the citizen’s charter can be categorized into seven classes of variables which are, from the highest to the lowest effectiveness, as follow: 1. the level of development and awareness of citizens, 2. employees’ willingness and organizational strength, 3. citizens' trust in governmental resources and supportive policies, 4. network and infrastructure of appropriate institutional culture, 5. culture of ambiguity avoidance, power distance and leadership commitment, 6. citizenship rights, 7. complexity of laws and motivation of government officials.
Originality: Regarding the efforts of previous governments in establishing a citizen’s charter, this study has tried to play a significant role by identifying and prioritizing the effective factors to reach this end. This study is unique in its contribution to create a native citizen’s charter by combining theoretical studies, experts’ thoughts as well as the society’s perspectives. As a result, the findings of this research can improve transparency in government accountability by playing a role as a reference for theoretical and practical knowledge on the promotion of state agencies’ services and supporting citizens’ rights.
Implications: According to the obtained model and the presented factors affecting the establishment of the citizen’s charter in the public sector of Iran and in order to successfully deploy the charter, the executives are expected to do their best firstly, to upgrade the citizen’s development and awareness through utilizing capacities and plausible services, and secondly, improve the personnel’s willingness and the organization’s capabilities.
Keywords: Citizen’s Charter, New Public Management, Public Values Management, Citizenship Rights, Comparative Study.
Type of Study: Research |
Received: Nov 27 2021 | Accepted: May 11 2022 | ePublished: Jan 02 2023
Received: Nov 27 2021 | Accepted: May 11 2022 | ePublished: Jan 02 2023
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