Development of information and communication technology has dramatically changed daily life. Accordingly, satisfying the basic human needs has been closely associated with the use of new communication technologies due to changes in social relations.
The modern era human no more embraces the corporate bureaucracy and waste of time for doing daily activities. Easy and comprehensive access to the affairs through telecommunications has guided lifestyle in urban spaces into a new arena where the performance of management systems will not be effective relying on old methods and face to face interactions.
Thus, by breaking down the wall of time and space through advanced communication tools, offering 24-hour services is introduced as today's need of citizens worldwide. Tehran Municipality as a social institution considers management of urban units as its most important task. Given the recent developments in the field of labor and social relations at the community level, use of technology to realize the macro management goals are put on the agenda of Tehran Municipality. There is no doubt that the creation of new urban systems in the areas of management, implementation, and monitoring is aimed at achieving this important goal.
Center for Urban Management System of 137 is a major step forward to achieve an integrated urban management with an emphasis on communication technology. With the development of geographical boundaries, problems, and tensions in the cities, the need for presence of everyone in the field of management is felt.
Hence, the 137 system tries to attract citizen participation through easy communication. So, receiving the people's needs and expectations of the municipality regarding their knowledge of the gaps in the city and transferring them to the relevant authorities are the main missions of the 137 system center.
An introduction to 137
137 is a simple 3 digit number that belongs to the municipality of Tehran and all honorable citizens in Tehran can make a call with it in order to request services in all areas pertaining to executive fields of the municipality. 137 is a system for receiving and tracking requests from citizens and acts as their communication bridge with Tehran municipality.
137 was created in 2001 as a voicemail and in January 2006, due to expanded demands of people, it replaced the previous method by applying IT knowledge and was gradually promoted from a public relations center to the center of guidance, control, and organizing urban needs and problems under the title "center of 137 urban management system". But it is naive to consider the 137 services as a public relations call. In this regard, the honorable mayor of Tehran said: "137 was sometimes regarded as only a phone line, while this is in fact a policy, an approach, and a system".
1. Creating a communication bridge between the municipality and citizens
2. Coordinating and directing the executive power to immediately meet the tangible problems in the city by use of all facilities
3. Field and operational tracking, close monitoring of the performance and action accuracy, and intelligent inspection to respond appropriately and effectively to citizens' messages
4. Attracting public participation of citizens and employees of the 137 system center through advertising, communication, and public education to promote and enhance the aspects of urban life in Tehran
5. Receiving requests of citizens as well as responding and providing services round the clock and without interruption
6. Using the public requests recorded in the 137 system and analysis of the statistical data for careful planning to solve urban problems and improve the procedures in entrusted missions
1. Keep track of all activities and missions with respect to scientific and Jihad efforts
2. Correct use of human and social capitals
3. Institutionalize the culture of citizenship and citizen-orientation nature
4. Attending communication, public education, and participation as the three main pillars of public participation
5. Content production and culture building for more familiarity and closeness of citizens in order to use the services of this center for participation in city management.
1. Correct architecture for receiving and responding to all the needs of citizens in urban management field by uploading messages related to executive units.
2. Realization of the urban management unit system to unify all partner organizations in the city with the aim of savings in the facilities, human resources, and time.
3. Equipping the staff facilities and tracking equipment of queue operational facilities with updated new scientific tools aimed at enhancing the speed, accuracy, and quality in receiving and implementing the message with the approach of cost reduction, savings, and transparency in consumer materials and goods
4. Attracting and employing qualified and efficient forces in accordance with the organizational chart and mission needs of the center, and improving the personnel knowledge for providing quality services and utmost utility to the citizens
5. Content production and culture building for more familiarity and closeness of citizens to use the services of this center for participation in city management.
A look at the statistics of citizen participation
The number of calls from the beginning: 20,014,555
The number of recorded messages from the beginning: 11,173,739
The number of calls received this year: 2,325,951
The number of recorded messages this year: 1,280,154
The ratio of this year's calls to total contacts: 11/6%
The ratio of this year's messages to total messages: 11/4%
The first messaging district: District Four
The second messaging district: District Two
The third messaging district: District One
The fourth messaging district: District Five
Success in offering service is achieved when an organization is able to serve the told and untold needs of its customers and can show a rapid response to environmental changes. So it is important that the organization can properly understand the expectations and needs of customers. The organizations must strive to expand this expectation to design and development processes. Demands are constantly changing and applying the tools that help us to connect the customer voice to the design process and development of related services is absolutely necessary. The high volume of feedback information from citizens can produce the utmost organizational effectiveness and value in the eyes of citizens when applied in all dimensions and directions and missions of the organization.
Use of electronic feedback systems beside what is conducted in the organization feedback unit and telephone dialogues will lead to uniform data sharing across the organization. It will also help the analysis of the shared data of managers for comprehensive understanding of their overall missions and will eliminate the gap between the citizens' information and efficient use of this information. Finally, each advanced technology creates new opportunities and threats for the organization. Changes in technology leads to changes in organization laws and transformation of its social systems.
Project of Comparative studies
Comparative comparison is a planned and organized way for development of best practices and actions that can lead to superior competitive performance. Organizations that properly initiate this process can improve their performance indicators with the aim of achieving better performance, implementing best practices, developing goals and strategic plans, promoting creative thinking, evaluating leaders, accelerating process improvement, and recognizing new technologies. There are many reasons to do so.
But when we look for the best, we sometimes need to know about changes in the environment so that we can align our objectives with the changes in the society by using tools and facilities. Using comparative comparison and modeling, we can improve the organization's performance. Urban management system of 137 acts as a communication bridge between the citizens and the municipality of Tehran with the use of new information technologies and takes on the responsibility of receiving, announcing, and supervising good implementation of the demands of citizens. In order to achieve noble objectives and identify its strengths and weaknesses, we need to define a project aimed at comparative comparison of urban service models in other successful metropolitan cities in the world so that we can achieve those goals through a comprehensive research and comparison. The above research project is being conducted in cooperation with the Research Center of Tehran Municipality.
Jihadi plans of 137 system
In order to fulfill the intentions of the Supreme Leader in naming of the year 1393 S.H. (the year of economy and culture with national determination and jihadi management), the urban management system of 137 placed this order in priority and created some specialized committees regarding the need to restore the spirit of jihad and promote the rituals. The first meeting of this committee was held in the center's chapel at one of Ramadan nights under the title "Jihadi plan of Iftar till dawn". In continuation of these jihadist plans, advisory members of the expert committees attended the historical holy place of Hosseynieh Jamaran and held the second meeting in a spiritual and intimate atmosphere and re-pledged with the ideals of Imam Khomeini (RA).
Joint Task Force of 137 and 1888 systems
In order to coordinate and promote interactional work and mission and also fix common problems and improve hearing and responding to public messages, joint series of meetings between two systems of 137 and 1888 were held from August 2014.
In these meetings, by examining the existing problems and defects and considering the differences in the nature of missions of two systems (1888 as monitoring and 137 as emergency and operational), it was decided to interactively review the common work cases through regular meetings between respective departments of the two systems and establish joint working groups and execute the results in terms of proceedings by predicting specific times.
Edition plan of 137 system messages
After a decade of the activity of 137 system and regarding changes in the nature of the requests and requirements of respectable citizens of Tehran metropolis and based on the continuous improvement approach in the nature of missions entrusted to 137 system, a working group was established consisting of managers, elites, executive and staff experts of the system for editing the message topics and revising the system messages. Hence, while maintaining the quality, addressing the citizens' demands can be accelerated and facilitated in work processes.
Focused feedback of the project
Focused feedback survey of the project led to the presence of the senior managers of the district (vice President, deputy of urban affairs, district mayor, heads of urban service departments, construction and urban planning, inspection manager and officials of 137 regions and districts) in the center and their direct communication with citizens. The project started with the aim of conversation pattern standardization and response of feedback survey experts, improving the quality of feedback survey at the regional level, more familiarity of city managers with the demands of citizens through direct communication with them, and higher control of city managers on the performance of executive officials and reducing messages. It is now conducted in 11 top message sending districts of Tehran.
Jihadist plan of educational - field visit of feedback experts
Professional visits of feedback survey experts is conducted with the presence of senior executives of the regions and districts in accordance with preset lists aimed at promoting the knowledge of feedback survey experts of 137 system center and raising the level of citizens' satisfaction.
The formation of scientific - operational working groups
scientific - operational working groups were formed on three pillars of performance evaluation, review of processes, feedback survey, and training executive teams with jihad approach in order to reach favorable and applicable results using experience, expertise, and knowledge of colleagues based on the principles of brainstorming and also taking advantage of collective wisdom.
Practical and professional training of executive forces
The surveys showed that executive forces of 137 are in need of specialized training in order to standardize their performance in carrying out the assigned missions. Therefore, through arrangements with the Department of Education and taking advantage of the educational environment of the fire department and its experienced educators, scientific - operational courses were held for the executive forces in 22 districts of Tehran with the aim of improving their skill and quality levels in various fields.
Trying to establish HSE
According to the strong emphasis of the five-year plan of Tehran Municipality on safety, health, and environment as well as joint missions of the Urban Management System of 137 and System of Health, Safety, and environment, various specialized meetings and committees have been formed in the system department.
Studies on the establishment of ISO international standards
In line with the continuous improvement of work processes of 137 urban management system and with the aim of simplifying and accelerating the process of responding to the citizens' messages, preliminary studies were conducted on identifying the topics of this standard, based on the purposes and missions of the urban management system, as well as recognizing and introducing the prestigious companies offering ISO certification. Its implementation process is considered in decision making stages of the managers.
Development of the application of system 137
System 137 of Tehran Municipality is developing and updating the application of system 137 in cooperation with ICT Organization of Tehran Municipality in order to develop and improve the process of recording and handling messages of dear Tehran citizens and
implement the measures of the Head of Inspection Organization.
Production of management, monitoring, and control dashboards
For online and real time monitoring of system administrators on the performance of executive units as well as proactive monitoring of the occurrence of unexpected events in the metropolis of Tehran,
the project on production of management and control monitoring dashboards has been started in cooperation with the IT Organization of Tehran Municipality,
The organization project of System 137 Portal
The ultimate goal of organization project of System 137 Portal is to improve the quality and quantity of the material contained in the urban management system portal such that it can act as a bridge between citizens and the civil administration in Tehran beside providing useful content to citizens on matters related to the missions of the system137. There are also some useful links in the 137 system portal for communication and raising awareness of the citizens.
The 137 call service was first established in 2001 as a communication bridge between people and the municipality with the aim of receiving citizens' messages regarding urban issues as a voicemail message. In the beginning, the mentioned center recorded the calls and demands of citizens round the clock and the system messages were sent to districts for follow-up during office hours.
In October 2002, the public communication center under supervision of the international and public relations office of Tehran municipality replaced the voice message system. On December 24th of 2005, due to the expansion of public demands, this center replaced the previous method by using IT platform and was gradually promoted form a public relations center to the center of guidance and control, organizing, recognizing, and addressing urban problems, and acted as a bridge between citizens and the municipality under the title of "137 center of urban management system". System 137 highly regarded the principles of citizen-orientation, community-orientation, people participation, immediate solving of urban problems, and uninterrupted round the clock responsiveness to problems for expansion of its activities. Hence, with the slogan of speed, precision, and accuracy, it addresses the needs of citizens with their own participation in the least time. The result of the above measures is the rise in daily contacts of citizens with this system.