The Minister of Information and Communications Technology Seyed Sattar Hashemi has issued the Directive on the Development of Smart Government, requiring government agencies to fully digitalize and intelligently upgrade all services capable of being made smart.
The directive, consisting of 19 articles and 8 notes, aims to improve Iran’s position in national and international e-government rankings and became effective upon its official issuance.
The Directive on the Development of Smart Government, aimed at improving national and international e-government development indicators, was approved at a meeting of the Steering and Oversight Working Group for the Implementation of Smart Government.
It was developed pursuant to Article 107 of the Seventh National Development Plan, with the aim of establishing an integrated, data-driven, and measurable framework for the development of smart government, and was subsequently communicated by the Minister of Communications and Information Technology to the relevant government agencies.
The directive seeks to improve the quality and integration of public services, strengthen data-driven governance, increase public trust, address institutional coordination shortcomings, and improve the country’s standing in international e-government assessments.
Under the directive’s quantitative targets, Iran aims to:
- Achieve 75th place in the United Nations E-Government Development Index (EGDI).
- Upgrade 100% of services eligible for smart transformation to the level of smart services.
- Make all government services available online through the National Government Services Portal.
To achieve these objectives, government agencies are required to enhance their eligible services using technologies such as artificial intelligence, data analytics, and process automation. They must also provide all services through the National Government Services Portal and their respective agency-specific portals.
Reducing In-Person Visits and Enabling Online Data Exchange
One of the directive’s main priorities is reducing in-person visits and eliminating repeated requests for information and documents from citizens.
Accordingly, government agencies are required to obtain the information needed to deliver services through inter-agency data exchange and refrain from requesting information that is already available in foundational databases.
Furthermore, data exchange and responses to inquiries from government agencies and businesses must take place instantly and online, with the National Information Exchange Center serving as the primary platform for these transactions.
Improving Service Quality and Protecting Citizens’ Rights
The directive also emphasizes improving user experience, accessibility, and digital inclusion.
Government agencies must design their services in a way that enables people with disabilities, older adults, individuals with limited digital literacy, and residents of underserved areas to access and use them.
Other requirements include:
- Providing transparency regarding application procedures and status.
- Informing users about processing timelines and potential delays.
- Enabling citizens to submit complaints and feedback electronically.
- Establishing online support and response mechanisms.
In addition, ensuring information security, protecting personal data and users’ privacy, guaranteeing the continuity of essential services, and strengthening the resilience of digital infrastructure are among the obligations imposed on the relevant government agencies.
Developing Human Resources and Establishing a Performance Monitoring System
Under the directive, government agencies must implement targeted training programs to enhance employees’ professional skills in areas such as smart government, data governance, interoperability, information security, and data analytics.
Improving users’ digital literacy and providing guidance and support services are also among the agencies’ responsibilities.
Furthermore, the Secretariat of the Information Technology Executive Council, in cooperation with the Ministry of Communications and Information Technology and the Administrative and Employment Affairs Organization, is required to develop key performance indicators (KPIs) to measure progress in implementing the directive.
The results of the implementation process will also be reported annually to the relevant authorities.
The directive applies to all government agencies covered by Article 5 of the Civil Service Management Law, public institutions providing electronic services, and entities responsible for national systems and databases related to e-government and smart government, within the scope of their legally defined duties and authorities.
The Secretariat of the Information Technology Executive Council is responsible for overseeing the proper implementation of the directive.