Identifying and Prioritizing Performance Assessment Indicators of Districts of Tehran Municipality Using Fuzzy Delphi Method

Abstract

Lack of performance assessment system in organizations is one of the main reasons for failure of their goals and missions. The pathology of the past assessment procedures in Tehran municipality shows that high number of indicators, being qualitative and having traditional approach have led to the failure to achieve the main purpose of assessment. The purpose of this study was to describe and prioritize the performance indicators of twenty-two districts of Tehran Municipality using fuzzy Delphi method to provide the necessary basis for realization of programs based on prioritized indicators. This was an applied research and data collection was carried out in a mixed method studies which has been performed with surveying of experts based on Dehphi fuzzy method. This paper summarized the significant and important indicators for evaluating the performance of Tehran Municipality using the opinions of elites and experts and prioritizes each indicator for sub-units of Tehran Municipality. The results showed cash realization rate, average time to issue a building license, staff satisfaction, improved bus performance, transportation and waste collection and mechanized cleaning services, cultural, national and religious performance status, quality of care at the request of the citizens had the highest priority in the seven areas, respectively.

Keywords

• fuzzy delphi
• performance assessment
• tehran municipality