فرایند مدیریت و توسعه (Dec 2023)
Identifying the Principles of Citizenship Charter in State Agencies in Iran
Abstract
Purpose: Regarding the need for the implementation of citizenship charter in Iran’s state organizations, the present study tried to deal with this issue. Methodology: The approach of the research was quantitative and exploratory factor analysis was applied in 35 organizations to identify and categorize the ruling principles of the implementation of citizenship charter. Findings: Results show that the principles fall into four categories: 1. transparency, value creation, and client tribute; 2. enhancing availability, innovation, and non-stop evaluation; 3. identifying clients and comprehensive supervision; 4. providing facilities and opportunity for filing grievances and creating substitute jobs. With regard to these imperative principles ruling the citizenship charter implementation, we now know that the value for the following principles is below the average of 3: transparency and dissemination of information, enhancing availability and encouraging the right of choice, humility, innovation and improvement, upkeeping the criteria of good service, giving opportunity for choosing substitute services, supervision and appraisal, providing means for client grievance filing, identifying clients, surveying clients and employees for improving services. It is recommended that state agencies take measures to improve all these principles. Originality: Taking the work of former administrations to implement citizenship charter in government organizations of the country into account, this study, by identifying the ruling principles of citizenship charter and introducing them as a reference, has made a noticeable attempt to contribute to both the theoretical and empirical knowledge applicable for the improvement of services in state agencies and to protect the rights of citizens in the administrative system accountability.
