زنجیره تأمين خدمات دولت الکترونیک: شناسایی شاخص‌های ارزیابی عملکرد(مورد مطالعه سامانه گمرک الکترونیکی در ایران)
محورهای موضوعی : فناوری اطلاعات و ارتباطات
جلال زارع
1
(-)
رزا هندیجانی
2
(هیات علمی)
کلید واژه: زنجیره تأمين خدمات, دولت الکترونیک, سامانه گمرک الکترونیکی, SMART , ELECTRE I,
چکیده مقاله :
امروزه، بسیاری از دولت‌ها در سراسر جهان به طور فزاینده‌ای از پیشرفت‌های فناوری‌های اطلاعات و ارتباطات برای ارائه خدمات الکترونیکی به شهروندان خود بهره می‌گیرند. اما تخمین‌ها حاکی از میزان شکست بالای پروژه‌های دولت الکترونیک چه به صورت جزئی و چه صورت کلی هستند. عدم تشکیل درست و عملكرد ضعیف زنجيره تأمين از مهمترين زمينه‌هاي شکست این پروژه‌ها توسط محققین ذکر شده است. با توجه به اینکه، مطالعات اندکی در زمینه زنجیره تأمين خدمات دولت الکترونیک و شاخص‌های ارزیابی عملکرد آن انجام شده است، این پژوهش با مطالعه بر روی سامانه گمرک الکترونیکی در ایران، چگونگی زنجیره تأمين خدمات دولت الکترونیک را مورد بررسی قرار داده است. همچنین با استفاده از معیارهای SMART و تکنیک ELECTRE I، به شناسایی شاخص‌های ارزیابی عملکرد این زنجیره پرداخته است. این پژوهش نشان می‌دهد همان طور که اصول زنجیره تأمين الکترونیکی در بخش تولیدی توسط محققان ارائه شده است، این مفهوم قابل تعمیم در بخش خدمات دولتی نیز می‌باشد. همچنین نتایج حاکی از آن است که بر خلاف مطالعات قبلی در زمینه شاخص‌های ارزیابی عملکرد، شاخص‌های زنجیره تأمين خدمات دولت الکترونیک دارای تفاوت‌های قابل ملاحظه ای با زنجیره تأمين خدمات سنتی هستند.
Today, many governments around the world are increasingly leveraging advances in information and communication technologies to provide electronic services to their citizens. But estimates indicate that e-government projects will fail miserably, both in part and in whole. Incomplete formation and poor supply chain performance are the most important reasons for the failure of these projects by researchers. Due to the fact that few studies have been conducted in the field of e-government service supply chain and its performance evaluation indicators, this study has studied the e-government service supply chain in Iran by studying the e-customs system. Also, using SMART criteria and ELECTRE I technique, it has identified the performance evaluation indicators of this chain. This study shows that just as the principles of e-supply chain in the manufacturing sector have been proposed by researchers, this concept can be generalized to the public service sector. The results also show that unlike previous studies on performance appraisal indicators, e-government service supply chain indicators have significant differences with traditional service supply chains.
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