Questions/Answers

The goal of the initiative is to increase efficiency of Local Self-Government Bodies (LSGBs) in Armenia, to improve the quality of administrative services provided to citizens through transparent and accountable management. To achieve the goal the following activities have been carried out: 1. “Smart Municipality” municipal management information system has been developed and introduced in communities of Armenia. The System introduction started in 2008, and currently it is introduced in more than 400 communities in all 10 regions of Armenia (725 settlements), which almost covers 96% of residents of those regions. 2. Based on the “Smart Municipality” system, official Internet websites of the communities have been launched. 3. To improve the services, Citizen Offices have been established in 41 communities, which operate and provide services through “Smart Municipality” system. 4. Training and seminars were organized for municipality employees thus ensuring their capacity building for better and efficient provision of services through innovative methods to citizens 5. Awareness raising and publicizing events about the System and innovative solutions have been organized, as well as awareness seminars, presentations, discussions have been conducted. Awareness has also been raised through disseminating information-leaflets, mass and social media.

The initiative was developed and introduced in more than 400 communities (with 725 settlements) in Armenia, which consists of numerous subsystems, various registers, information resources, internal and external effective means of communication and has typical e-governance, e-government and e-participation features and functional opportunities. Via the introduced System LSGBs and municipal staff in the communities effectively exercise their functions, provide quality, accessible and affordable services to citizens (including online services), while ensuring high level of transparency and accountability of activities, as well as contributing to the participation of wide strata of citizens in local self-governance.

The initiative is aimed to reduce corruption and bribery in municipalities, develop effective, accountability and transparency. The initiative ensures the active participation of citizens in local government, participation in decision making, budgeting etc. It also significantly increases access to information and communications technology for the citizens in communities.

To effectively operate “Smart Municipality” System installed in more than 400 communities (725 settlements) almost 4800 community specialists have been trained of which 67% are female, and 33% are male. The trained specialists have significantly improved the professional skills, and they also gained knowledge and skills to operate modern ICT. Via the System, LSGBs official Internet websites have been launched. Through the System, LSGBs implement their functions and provide various services. Significant part of the services can also be provided online. The community residents can receive various online services, which are available 24/7. Citizen offices have been established in 41 communities, the activity of which is based on the System. Various services are provided to citizens in offices, the number of which in COs of different sizes varies between 16-27. Work of the CO is quick, effective and coordinated: citizens do not have wait long or come to the office several times to have their problem solved. Results of the survey made in 10 COs during 2015 showed that absolute majority of citizens (97%) is satisfied with the services provided in COs. They think that after establishment of the CO, the quality of community services has been improved:

Based on “Smart Municipality” system the official websites of communities were created. Significant part of its context is generated in an automated manner due to the work of the subsystems. The community leaders, members of local council, community servants communicate with each other and carry out their functions through using the same system. The citizens can receive information, submit applications, inquiries and complaints and observe the process of their implementation, see their tax liabilities and the status of received permissions, register community problems and recommendation. Citizens can receive certain services online, not going to the municipality and making extra costs.

The innovation is original and it was completely developed by the “Information Systems Development and Training Center” NGO. The members of the NGO are IT experts from the various municipalities of the Republic of Armenia. The mission of the organization: to contribute to the formation and development of information society in RA, democratic and effective activity of the local self-government and other bodies through applying innovative technologies and solutions.

Currently, the “Smart Municipality” (MMIS) is installed in more than 400 communities in 10 RA regions. In 2008-2009, 1045 specialists took part in the training, in 2010-245, in 2011-239, in 2012-555, in 2013-714, in 2014-366, in 2015-364, in 2016–414, in 2017-402, in 2018-565. Currently, there are 41 COs established which operate via “Smart Municipality” (MMIS). In 2019 COs will be established in additional 10-14 amalgamated communities.

For the implementation of the main stages of the initiative nearly $1.565.000 have been spent, of which nearly $1 million was spent by the RA Government to procure computer equipment, network devices and licensed software for 217 communities and 54 CRO territorial offices. The funds were allocated by the RA Government within the scope of Public Sector Modernization Program. The initiative was implemented by the professional staff (23 specialists engaged) of the “Information Systems Development and Training Center” NGO (Project manager – 1, Programmers– 9, Trainers- 2, Web Designer– 1, Experts for Different Subsystems – 6, Network Specialists– 4).

The process of improving and developing the “Smart Municipality” system is constant: new components, subsystems, online services are created, as well as modules for integration with other information systems, etc. In 2016, mandatory norms were enshrined by law for communities with 3000 and more population - to have and run an official website. The law also stipulates the contents of community websites. Predominant majority of the official websites of communities in Armenia is based on “Smart Municipality” system. In their annual budget, the communities allocate funds for new computers, enhancing computer network, maintaining the System and training personnel. Territorial-administration reforms are taking place in Armenia: communities are being amalgamated. “Smart Municipality” system is effectively used in amalgamated communities, too, while ensuring effective management of those communities, service provision in the whole community. Via the system citizens can receive on-site services, as they would do in the central office. Services and information can also be received from the official community website. It is envisaged that “Smart Municipality” system will operate in all communities formed as a result of administrative-territorial reforms, and COs will be established, where service provision will be via “Smart Municipality” system.

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The external evaluation of the initiative was conducted through a survey on the efficiency of the delivery of services through the "Smart Municipality" - Municipal Management Information System (MMIS). The survey was conducted via questionnaires which allowed collecting both qualitative data and experimental material; basing on the latter, proposals aiming to improve the functionality of MMIS were developed. The introductory questions included in the questionnaire provided information about the average number, age, work experience, training courses and knowledge management events attended by the employees of the municipalities.

The indicator that were used for the evaluation were the efficiency of the usage of the components of the system by municipalities and the efficiency of the service-delivery via the System by municipalities.

The evaluation concluded that MMIS has a major significance in terms of organization of municipal life and improvement of electronic governance mechanisms. The overwhelming majority (93%) of the municipalities that took part in the survey consider that MMIS notably facilitated the work of the municipalities through reducing the document flow and the time spent for their preparation, the staff workload, etc. It is worth mentioning that 97% of the municipalities stated that municipal service delivery has improved after the introduction of MMIS. The table below summarizes the results on the efficiency of the use of each service.

The program was initiated by the RA Ministry of Territorial Administration and Development. The program was implemented by the “Information Systems Development and Training Center” NGO. The RA Ministry of territorial administration and development, based on the provisions of the “Concept paper for informatization of the LSGBs activity and development of local information society” adopted by the RA Government, coordinates the programs for ensuring sustainability of the initiative and institutionalization. During the creation and continuous development of the “Smart Municipality” system, the needs and opinions of the wide strata of the society (including community residents) were taken into consideration. Community servants, representatives of NGOs and mass media, and active citizens actively participated in the designing, processing and development of the System. To decide the directions of further development of the System, and the mechanism of increasing the level of its usefulness, regular conferences, seminars, presentations and working discussions are being organized with participation of various stakeholders.

During the design phase of the System, it was very important to consider the tendencies of the LSGBs system, ICT and information society, which enabled developing a flexible, integrated and geared-to-future system, based on innovative solutions. Along with the development and dissemination of the System, the requirements for high quality service also increase. The process of personnel training should be carried out according to the demand by the municipalities, as well as in all those cases, when significant changes are being made in the System. Both full-time and distance education opportunities should be provided for training.