Developing a citizen-centered model in the Iranian public sector with a new public service approach

Citizen-centered government agencies are a prototype of new public service approach which, in effect, calls for citizenship orientation of state-owned agencies. This study aimes at developing a citizen-centered model in the Iranian public sector with a new public service approach. 

To realize this purpose, the main themes of the main subject of the study were identified using the grounded theory method. The statistical population of the study was the managers of Tax Organization in Tehran. Based on purposeful sampling method, 12 subjects were  selected. Interviews were performed for data collection and to analyze data, MAXQDA Version 12 software was employed. 

According to the research findings, the central categories of citizen-centered theme in the public sector of Iran include citizen participation, decision-making transparency and accountability. The findings also show that the rule of law, political stability and management stability affect the establishment of citizen-centered governmental organizations and this, in turn, brings about security and economic consequences. 

This study presents a new citizen-centered model with a new approach for public sector in Iran. The model is appropriate for the nature of government organizations in the Islamic Republic of Iran.

According to the identified model, the establishment of citizen-centered approach in Iran’s government organizations depends on investment in e-infrastructure and development of e-government.