Abstract

The identification of key factors in Sammed plan, prioritization of these factors, and making them consistent for effectiveness of Sammed plan can improve relations of government with citizens and vice versa. This study investigates the factors which influence the effectiveness of Sammed plan from the perspective of participants in Zahedan, Iran. The data collected through a questionnaire and conducting interviews. Based on Analytic Hierarchy Process (AHP), 384 were selected. The results of the data analysis showed that the first criterion which refers to people satisfactions of public services was given the highest priority and the criterion of creating suitable ground for interaction was given the lowest priority as key factors for effectiveness of implementation of Sammed plan. The people satisfactions of public services have high priority and it was located in the first level.
This result indicates the considerable importance of interaction with citizens and e-service quality. It also necessitates providing high reliability services and great comfort for citizens. These would become possible through communication with people and having strong ties with them.