سنجش عملكرد مديريت شهري الكترونيك (نمونه موردي :سازمان فناوري اطلاعات و ارتباطات شهرداري يزد)

Electronic Urban management performance measurement (Case Study: Yazd Municipality ICT Organization

با ورود به عصر حاكميت فناوري اطلاعات و ارتباطات بر فضاي زيست شهروندان، مديريت شهري به عنوان مسئول اداره امور شهر به شيوه مديريت الكترونيك مجهز گرديد. در پي فراگيري استفاده از اينترنت، انتظار شهروندان و بنگاههاي اقتصادي در خصوص استفاده از مديريت الكترونيك جهت تسهيل دسترسي به خدمات شهري و تحقق مديريت شهري الكترونيك، شهرداريهاي كشور اقدام به ايجاد سازمان فاوا در زيرمجموعه خود نمودند كه وظيفه مديريت IT را برعهده گرفت. با وجود تحقق كم و بيش اين شيوه در بسياري از شهرهاي كشور از جمله يزد، مشكلاتي از قبيل كمبود تخصص و ضعف كاركنان از منظر آشنايي با سيستمهاي الكترونيكي روزآمد و ... دامنگير شهرها شده و نتايج نامطلوبي را بهمراه آورده است. لذا پژوهش حاضر با هدف ارتقا عملكرد مديريت الكترونيك سازمان فاواي يزد و در پاسخ به سؤالات زير انجام پذيرفته است:1-عملكرد مديريت شهري الكترونيك سازمان فاواي يزد تا چه حد در راستاي اهداف آن مي باشد؟2-راهبردهاي ارتقا مطلوبيت عملكرد مديريت شهري الكترونيك يزد كدامند؟تحقيق ماهيت كاربردي-توسعه اي داشته و به روش توصيفي-تحليلي و داده ها با استفاده از مطالعات كتابخانه اي، اسنادي و ميداني به كمك پرسشنامه و مصاحبه جمع آوري گرديد. در ادامه به روش ارزيابي BSC و تئوري فازي وضعيت عملكرد مديريت شهري مورد سنجش قرار گرفت و شاخصهاي مزبور بومي سازي گرديد. نتايج پژوهش نشان داد: عملكرد سازمان به طور كلي در راستاي اهداف و وظايف تعيين شده است، اما سهم منظرهاي 4 گانه در عملكرد اين سازمان يكسان نيست. منظر مشتري بيشترين و منظر رشد و يادگيري كمترين تأثير مثبت را در عملكرد فعلي اين سازمان برعهده دارد. براي حركت بيشتر سازمان در جهت مديريت شهري الكترونيك، به مديريتي راهبردي نياز مي باشد تا به صورت سلسله مراتبي با توجه به چشم اندازها و اهداف سازمان، راهبردها و راهكارها و پروژه هايي را ارائه نمايد و پس از اجرا عمليات پايش گردد.در پايان مقاله ضمن مقايسه منظرهاي انتخابي، راهبردهاي ارتقا عملكرد سازمان فاواي يزد ارائه شده است. اين پژوهش مي تواند زمينه ساز ظهور نگاه و برخوردي متفاوت با مبحث ارزيابي سازمان ها باشد.

Having entered to the era of the ICT governance and the dominance of ICT over citizens environment and living space, there has been a major change in urban management as an entity responsible for the administration of the city. Urban management has been equipped with a modern method in urban management called “ electronic urban management”. Following Internet spreading and its public use , along with growing information and communication technology considering citizens and economic enterprises expectations to use electronic management for benefits such as simplification of business processes, reducing expenses and facilitate citizens' access to civil service, achieving urban electronic management Municipalities all over the country set out to create an organization in their offices called "The Information and Communication Technology - ICT abbreviated" undertaking the task of IT management. Even Though this method is more or less realized in many cities, such as Yazd, some problems such as shortage of qualified professionals regarding the up to date electronic proficiency, lack of staff training in terms of basic understanding of the modern methods in electronic systems and even in some cases the lack of customer-orientation and … etc, resulted in plagued cities and has brought the adverse outcomes in the field of electronic urban management performance. Therefore, the present study aimed at improving the electronic management performance of Yazd ICT organization in response to the two questions: 1. To what extend does electronic urban management performance of Yazd ICT organization serve its intended purposes? 2. What are the strategies to enhance the desirability of urban management performance of yazd city? The research has development and practical nature and was attempting to collect data with descriptive – analytical method and library and document technique and survey method and "inventory" and "interview" techniques. Urban management performance functions were measured and analyzed with the "BSC" evaluation method and "fuzzy theory". Doing so with regards to the tasks and performance of Yazd ICT, perspectives and their indicators were determined. Then, through interviews with senior managers, employees, and in some cases according to the needs,surveyed through questionnaires the existing and desired organizational performance in each of the indicators, their desirability and their present situation were assessed and compared. The mean and standard deviation from the existing and desired was determined for each dimension, having compared the results of the each dimension, the balance or imbalance of different dimensions of the organizations were determined. In this study, the localization of Yazd ICT performance indicators were localized and lead to these conclusions: Electronic urban management performance of Yazd is in line with the determined goals and tasks but portion of 4 perspectives differ in the performance of the organization. Customer perspective has the most positive impact and Growth and learning perspective has the lowest positive impact in the Current organization performance. In order to move further in the direction of electronic urban management, Strategic management and strategic thinking is required to adopt a hierarchical organization according to the visions and objectives, strategies, policies and projects to provide proper execution. Once implemented, these operations be monitored. Also comparison of selected perspectives of studied sample shows an imbalance between these perspectives. Finally at the end of the paper, strategies for improving yazd ICT performance is provided.. This research can be pave the way for the emergence of a new look and a different approach to the topic of organizational assessment, particularly in organizations that are responsible for specific activities.