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مدل مرجع خدمات دولت ایران - Iran Business Service Reference Model

مدل مرجع خدمات کسب‌وکار به عنوان یکی از شش مدل‌ مرجع چارچوب معماری سازمانی ایران دربردارنده ساختار طبقه‌بندی و نمونه الگوهای کارکردهای(خدمات) دولت، مستقل از دستگاه ارایه دهنده آن است. به عبارت دیگر این مدل، کارکردها و خدمات دولت را به‌صورت جامع و از نگاه ذینفعان توصیف می‌نماید و از آنجا که این طبقه‌بندی براساس دستگاه‌های اجرایی نیست، کارکردها و خدمات بین‌دستگاهی را نیز پوشش می‌دهد اطلاعات بیشتر در www.ieaf.ir http://soea.sbu.ac.ir/

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‫ایران‬ ‫سازمانی‬ ‫معماری‬ ‫چارچوب‬
‫نسخه‬1.0-‫شهریورماه‬1395
‫ی‬‫ک‬‫ی‬‫ن‬‫رو‬‫کت‬‫ل‬‫ا‬‫ـت‬‫ـ‬‫ل‬‫دو‬‫ه‬‫ع‬‫س‬‫و‬‫ت‬‫ون‬‫ی‬‫س‬‫ی‬‫م‬‫ک‬
‫ور‬‫کش‬‫ات‬‫ع‬‫ال‬‫ط‬‫ا‬‫اوری‬‫ن‬‫ف‬)‫ی‬‫ل‬‫ا‬‫ع‬(‫ی‬‫ی‬‫ا‬‫ر‬‫ج‬‫ا‬‫ی‬‫ا‬‫ر‬‫و‬‫ش‬
‫ات‬‫م‬‫د‬‫خ‬‫ع‬‫ج‬‫ر‬‫م‬‫مدل‬
‫پیشگفتار‬
2
‫پیطگفتار‬
‫ضاؾشبی‬ ‫زض‬ ‫ؾٜس‬ ٚ‫ای‬٠‫اضائ‬‫ذسٗبر‬ ‫ٗطػغ‬ ّ‫ٗس‬(‫زٝٓز‬)‫ؾبظٗبٛی‬ ‫ٗؼ٘بضی‬ ‫چبضچٞة‬ ‫ٗطػغ‬ ّ‫ٗس‬ ‫قف‬ ‫اظ‬ ‫یٌی‬ ٙ‫ػٜٞا‬ ٠‫ث‬ ،
ٙ‫ایطا‬،‫ٜٗشكط‬ ٝ ٠‫س٢ی‬‫ٗی‬‫قٞز‬.ٙ‫ًال‬ ‫سهٞیط‬ ،ّ‫ٗس‬ ٚ‫ای‬‫ذسٗبر‬ ‫ٗؼ٘بضی‬ٖ‫سطؾی‬ ‫ضا‬ ‫زٝٓز‬ )‫(ًبضًطز١ب‬‫ٗی‬‫ًٜس‬٠ٔ‫زضٗطح‬ ‫سب‬
‫ثؼس‬،ٟ‫زؾشِب‬‫١بی‬ٟ‫دیبز‬ ٟٞ‫ٛح‬ ٝ ‫ػعئیبر‬ ‫اػطایی‬ٚ‫ای‬ ‫ؾبظی‬٠‫ٛوك‬‫ٗطػغ‬‫هبٓت‬ ‫زض‬ ‫ضا‬‫َطح‬‫ذٞز‬ ‫ؾبظٗبٛی‬ ‫ٗؼ٘بضی‬،ٚ‫سسٝی‬ٝ
ٟ‫دیبز‬‫ؾبظی‬‫ٛ٘بی‬ٜ.‫س‬
‫ؾٜس‬ ٚ‫ای‬،‫سٜ٢ب‬ٙ‫ایطا‬ ‫ؾبظٗبٛی‬ ‫ٗؼ٘بضی‬ ‫چبضچٞة‬ ‫ٗطػغ‬ ّ‫ٗس‬ ‫قف‬ ‫اظ‬ ‫یٌی‬ ‫سكطیح‬ ٠‫ث‬‫ٗی‬‫دط‬‫زاظز‬ٙ‫ٗربَجب‬ ٝ‫ثبیس‬‫ؾبیط‬
‫اؾٜبز‬ٌٞ‫ٗطث‬٠‫ث‬.‫ز١ٜس‬ ‫هطاض‬ ٟ‫اؾشلبز‬ ‫ٗٞضز‬ ‫ؾٜس‬ ٚ‫ای‬ ‫ًٜبض‬ ‫زض‬ ٝ ٟ‫ًطز‬ ٠‫ُٗبٓؼ‬ ‫ٛیع‬ ‫ضا‬ ‫چبضچٞة‬
ٚ‫اٝٓی‬ ْ‫حبن‬ ‫ؾٜس‬ ٚ‫ای‬ ‫ٗحشٞای‬ ٠ً ‫آٛؼب‬ ‫اظ‬٠‫سؼطث‬‫ذسٗبر‬ ‫ٗطػغ‬ ّ‫ٗس‬ ٚ‫سسٝی‬‫زض‬ٙ‫ایطا‬ ‫اؾالٗی‬ ‫ػ٘٢ٞضی‬ّ‫احش٘ب‬ ،‫اؾز‬
‫ٗی‬‫ضٝز‬‫ؾٜس‬ ٚ‫ای‬ ‫زض‬ ‫ٛٞاههی‬ ٝ ‫اقٌبالر‬‫قٞز‬ ٟ‫زیس‬٠ً‫اؾز‬ ‫اٗیس‬‫نبحت‬ ‫ٗكبضًز‬ ٝ ‫١ٌ٘بضی‬ ‫ثب‬ٙ‫ٛظطا‬،‫اٗط‬ْ‫سٌ٘ی‬
‫قٞز‬‫ٗی‬ ‫زضذٞاؾز‬ ٙ‫ٗربَجب‬ ‫اظ‬ ‫ٓصا‬ ،ٌ‫آٌشطٝٛی‬ ‫دؿز‬ ‫َطین‬ ‫اظ‬ ‫ضا‬ ‫ذٞز‬ ‫انالحی‬ ‫دیكٜ٢بزار‬ ٝ ‫ٛظطار‬ ‫قٞز‬‫ی‬
info@ieaf.irٗ ‫اَالع‬ ٠‫ث‬ٙ‫شٞٓیب‬.‫ثطؾبٜٛس‬ ‫َطح‬
‫ػ٢ز‬ٝ ‫اَالع‬ٜٞ٘١‫ض‬ ،‫كٜی‬ ‫اؾٜبز‬ ‫زضیبكز‬‫ز‬ّ‫ٗظب‬ ٝ ‫١ب‬ّ‫ٗس‬ ،‫هبٛٞٛی‬ ٍ‫يٞاث‬ ،‫١ب‬‫١بی‬ٚ‫آذطی‬ ‫اظ‬ ‫اَالع‬ ٝ ‫ٗطػغ‬‫سـییطار‬
ٌٞ‫ٗطث‬٠‫ث‬ّ‫دٞضسب‬ ٠‫ث‬ ،ٙ‫ایطا‬ ‫ؾبظٗبٛی‬ ‫ٗؼ٘بضی‬ ‫چبضچٞة‬www.IEAF.ir.‫قٞز‬ ٠‫ٗطاػؼ‬
‫ات‬‫م‬‫د‬‫خ‬‫ع‬‫ج‬‫ر‬‫م‬‫مدل‬
‫پیشگفتار‬
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‫ایشاى‬ ‫ػاصهاًی‬ ‫هؼواسی‬ ‫چاسچَب‬ ‫تذٍیي‬ ‫عشح‬ ‫اخشای‬ ‫اسواى‬
‫ًكٞض‬ ‫اَالػبر‬ ‫كٜبٝضی‬ )‫اػطایی(ػبٓی‬ ‫قٞضای‬–٠‫سٞؾؼ‬ ٙٞ‫ً٘یؿی‬
‫آٌشطٝٛیٌی‬ ‫زٝٓز‬
‫عشح‬ ‫واسفشهای‬
‫زٝٓز‬ ‫ٗؼبٝٛز‬ٙ‫ایطا‬ ‫اَالػبر‬ ‫كٜبٝضی‬ ٙ‫ؾبظٗب‬ ‫آٌشطٝٛیٌی‬ ‫عشح‬ ‫هذیشیت‬
‫ٗسیطیز‬‫اٗٞض‬‫انالح‬‫ؾبذشبض‬ٝ٠‫سٞؾؼ‬‫زٝٓز‬‫آٌشطٝٛیي‬‫اٗٞض‬ ٙ‫ؾبظٗب‬
‫ًكٞض‬ ‫اؾشرساٗی‬ ٝ ‫ازاضی‬
‫عشح‬ ‫ًاظش‬
‫ؾطٝیؽ‬ ‫ؾبظٗبٛی‬ ‫ٗؼ٘بضی‬ ‫ٗطػغ‬ ٟ‫آظٗبیكِب‬‫ث٢كشی‬ ‫ق٢یس‬ ٟ‫زاٛكِب‬ ‫ُطا‬ (‫هـاٍس‬‫هدشی‬)
‫تین‬ ‫اػضای‬‫عشح‬ ‫ًظاست‬ ٍ ‫هذیشیت‬
‫ػٜبة‬‫ػ٢بِٛطز‬ ‫ٛهطاهلل‬ ‫آهبی‬
ْ‫ان‬ ‫ثبهطی‬ ‫ضيب‬ ‫آهبی‬ ‫ػٜبة‬
‫عشح‬ ‫اسؿذ‬ ‫هذیش‬
‫ٗجبقطی‬ ‫ٗبظیبض‬ ‫آهبی‬ ‫ػٜبة‬
‫حؿیٜی‬ ٟ‫كبئع‬ ٖٛ‫ذب‬ ‫ؾطًبض‬
‫نیبزی‬ ‫دطیؿب‬ ٖٛ‫ذب‬ ‫ؾطًبض‬
‫اخشایی‬ ٍ ‫فٌی‬ ‫هذیشیت‬
‫ػٔی‬ ‫آهبی‬ ‫ػٜبة‬ٟ‫قب‬ ‫ضيب‬‫دطی‬
ٚ‫ظی‬ ‫ٗح٘سضيب‬ ‫آهبی‬ ‫ػٜبة‬‫آسیٜی‬
‫عشح‬ ‫تش‬ ‫ًظاست‬
‫ات‬‫م‬‫د‬‫خ‬‫ع‬‫ج‬‫ر‬‫م‬‫مدل‬
‫پیشگفتار‬
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‫تین‬ ‫اػضای‬‫چاسچَب‬ ‫تذٍیي‬(‫هدشی‬)
‫آهبی‬ ‫ػٜبة‬‫ػٔیئی‬ ‫ق٘ؽ‬ ٙٝ‫كطیس‬ ٍ ‫ساّثش‬ُ‫پشٍط‬ ‫اسؿذ‬ ‫هذیش‬
‫آهبی‬ ‫ػٜبة‬ٙ‫ٗ٢ؼٞضیب‬ ‫اٗیط‬ ُ‫پشٍط‬ ‫اخشایی‬ ٍ ‫فٌی‬ ‫هذیش‬
ٖٛ‫ذب‬ ‫ؾطًبض‬‫حبػ‬ ٙ‫ٛؿشط‬‫ی‬‫ح‬‫ی‬‫سض‬‫ی‬
‫آهبی‬ ‫ػٜبة‬١‫اثطا‬‫ی‬ٖ‫اثُح‬‫ی‬
‫آهبی‬ ‫ػٜبة‬ٗ‫ح٘ٞز‬ٌ‫ذطا‬
‫آهبی‬ ‫ػٜبة‬ٗ‫ًط‬ ‫ضيب‬‫ی‬
‫آهبی‬ ‫ػٜبة‬‫ؾؼ‬‫ی‬‫س‬ٜٗٞٗ‫ی‬
ٖٛ‫ذب‬ ‫ؾطًبض‬‫شاًط‬ ّٞ‫ثش‬‫ی‬
‫آهبی‬ ‫ػٜبة‬‫د‬‫ی‬ٙ‫٘ب‬‫ؾٜب‬‫یی‬
‫آهبی‬ ‫ػٜبة‬‫كیطٝظی‬ ‫ػٔی‬
‫خثشگاًی‬ ٍ ‫هـَستی‬ ِ‫وویت‬
‫آهبی‬ ‫ػٜبة‬‫قٌطآٔ٢ی‬ ‫ؾؼیس‬
‫آهبی‬ ‫ػٜبة‬‫ضيبیی‬ ‫ضيب‬
‫ضػت‬ ‫ٗ٢ؿب‬ ٖٛ‫ذب‬ ‫ؾطًبض‬‫دٞض‬
‫اح٘سی‬ ٟ‫آظاز‬ ٖٛ‫ذب‬ ‫ؾطًبض‬
‫ٗرهٞل‬ ٙ‫كطٝظا‬ ٖٛ‫ذب‬ ‫ؾطًبض‬
‫ؾ٘ـبٛی‬ ٠‫ٗطيی‬ ٖٛ‫ذب‬ ‫ؾطًبض‬‫ٛػاز‬
‫آهبی‬ ‫ػٜبة‬‫ٓیٞاٛی‬ ‫ح٘یس‬
‫آهبی‬ ‫ػٜبة‬‫ٝظیطی‬ ٚ‫آسی‬ ٕ‫حؿب‬
‫آهبی‬ ‫ػٜبة‬ٟ‫آشضدٜب‬ ٚ‫حؿی‬
ٖٛ‫ذب‬ ‫ؾطًبض‬‫ظ‬‫١طا‬‫ضثیغ‬‫ٛیب‬
‫آهبی‬ ‫ػٜبة‬ّ‫كؼب‬ ‫ٗ٢سی‬
‫آهبی‬ ‫ػٜبة‬‫ٛبنطآثبزی‬ ٙ‫دی٘ب‬
‫ٛٞاثی‬ ٖٜ‫قج‬ ٖٛ‫ذب‬ ‫ؾطًبض‬
‫واسؿٌاػی‬ ٍ ‫فٌی‬ ‫تین‬
‫ات‬‫م‬‫د‬‫خ‬‫ع‬‫ج‬‫ر‬‫م‬‫مدل‬
5
‫فهرست‬
‫هغالة‬ ‫فْشػت‬
1‫هؼشف‬‫ی‬‫هذل‬‫هشخغ‬‫خذهات‬.............................................................................................11
1-1‫سؼط‬‫ی‬‫ق‬ّ‫ٗس‬‫ٗطػغ‬‫ذسٗبر‬‫ًؿت‬‫ًٝبض‬...........................................................................................................11
1-2‫ًبضثطز١ب‬‫ی‬ّ‫ٗس‬............................................................................................................................................12
1-3‫سؼبض‬‫ی‬‫ق‬ٝ‫ٗهبز‬‫ی‬‫ن‬‫ذسٗز‬.............................................................................................................................13
1-4‫ػب‬‫ی‬ٟ‫ِب‬ّ‫ٗس‬‫زض‬‫چبضچٞة‬‫ٗؼ٘بض‬‫ی‬ٛ‫ؾبظٗب‬‫ی‬‫ا‬‫ی‬ٙ‫طا‬..........................................................................................15
2‫تـش‬‫ی‬‫ح‬‫هذل‬‫هشخغ‬‫خذهات‬............................................................................................17
2-1‫آِٞ١ب‬‫ی‬‫ًبضًطز‬‫ی‬‫ذسٗبر‬‫زٝٓز‬..................................................................................................................18
2-2ّ‫ٗس‬٠‫َجو‬‫ثٜس‬‫ی‬‫ذسٗبر‬ٔ‫ان‬‫ی‬-ٔ٘‫ػ‬‫ی‬‫بس‬‫ی‬‫زٝٓز‬..............................................................................................26
2-2-1٠‫ذٞق‬‫ؾالٗز‬ٝ‫ث٢ساقز‬.........................................................................................................................................28
2-2-2٠‫ذٞق‬‫آٗٞظـ‬ٝ‫دػٝ١ف‬..........................................................................................................................................33
2-2-3٠‫ذٞق‬ٟ‫ضكب‬ٝٗ‫سب‬‫ی‬ٚ‫اػش٘بػ‬‫ی‬....................................................................................................................................35
2-2-4٠‫ذٞق‬‫ٗح‬‫ی‬ٍ‫ظ‬‫ی‬،‫ؿز‬‫ٜٗبثغ‬‫َج‬‫ی‬‫ؼ‬‫ی‬ٝ‫ًكبٝضظ‬‫ی‬........................................................................................................36
2-2-5٠‫ذٞق‬ِٜ١‫كط‬‫ی‬ٝ‫اػش٘بػ‬‫ی‬.......................................................................................................................................41
2-2-6٠‫ذٞق‬‫نٜؼز‬ٝ‫سؼبضر‬............................................................................................................................................44
2-2-7٠‫ذٞق‬‫اهشهبز‬‫ی‬ٝٓ‫ٗب‬‫ی‬............................................................................................................................................46
2-2-8٠‫ذٞق‬‫اٛطغ‬‫ی‬.............................................................................................................................................................49
2-2-9٠‫ذٞق‬‫ح‬ْْ٘‫ٝٛو‬ٝ‫ق٢طؾبظ‬‫ی‬.................................................................................................................................50
2-2-10٠‫ذٞق‬‫اَالػبر‬ٝ‫اضسجبَبر‬...................................................................................................................................54
2-2-11٠‫ذٞق‬‫اٗٞض‬ٔ‫زاذ‬‫ی‬‫ًكٞض‬........................................................................................................................................56
2-2-12٠‫ذٞق‬‫اٗٞض‬‫ث‬‫ی‬ْٚٔ٘ٓ‫ا‬..............................................................................................................................................58
2-2-13٠‫ذٞق‬ٜٗ‫ا‬‫ی‬‫ز‬ٝ‫ٗس‬‫ی‬‫ط‬‫ی‬‫ز‬ٙ‫ثحطا‬..............................................................................................................................61
2-2-14٠‫ذٞق‬‫حوٞه‬‫ی‬ٝ‫هًب‬‫یی‬.........................................................................................................................................62
2-3ّ‫ٗس‬٠‫َجو‬‫ثٜس‬‫ی‬‫ذسٗبر‬‫دكش‬‫ی‬ٛ‫جب‬‫ی‬‫زٝٓز‬.......................................................................................................65
2-3-1ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:‫ٗس‬‫ی‬‫ط‬‫ی‬‫ز‬‫ؾطٗب‬‫ی‬٠ٛ‫اٛؿب‬‫ی‬................................................................................................................67
2-3-2ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:‫ٗس‬‫ی‬‫ط‬‫ی‬‫ز‬‫ٜٗبثغ‬ٓ‫ٗب‬‫ی‬.......................................................................................................................70
2-3-3ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:‫ٗس‬‫ی‬‫ط‬‫ی‬‫ز‬‫زاضا‬‫یی‬‫١ب‬.........................................................................................................................74
2-3-4ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:‫ٗس‬‫ی‬‫ط‬‫ی‬‫ز‬‫كٜبٝض‬‫ی‬‫اَالػبر‬............................................................................................................76
2-3-5ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:٠ٗ‫ثطٛب‬‫ض‬‫ی‬‫ع‬‫ی‬ٝ‫ضا١جط‬‫ی‬...................................................................................................................81
2-3-6ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:٠‫سٞؾؼ‬ٔ‫هبث‬‫ی‬‫ز‬‫١ب‬‫ی‬ٛ‫ؾبظٗب‬‫ی‬..........................................................................................................84
2-3-7ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:‫ٗس‬‫ی‬‫ط‬‫ی‬‫ز‬‫اضسجبَبر‬‫ش‬‫ی‬ٙ‫ٜلؼب‬............................................................................................................87
2-3-8ٟ‫حٞظ‬‫ًؿت‬‫ًٝبض‬:‫ذسٗبر‬‫ازاض‬‫ی‬................................................................................................................................89
3‫ٍضؼ‬‫ی‬‫ت‬‫هَخَد‬‫خذهات‬‫دٍلت‬.........................................................................................99
‫ات‬‫م‬‫د‬‫خ‬‫ع‬‫ج‬‫ر‬‫م‬‫مدل‬
6
‫فهرست‬
3-1‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬ٝ‫سس‬‫ی‬ٚٛ‫هٞا‬‫ی‬،ٚ،ٍ‫يٞاث‬٠‫سؼطك‬ٝ‫اؾشبٛساضز١ب‬...........................................................................90
3-2‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬‫احطاظ‬‫نالح‬‫ی‬‫ز‬ٝ‫اػشجبضؾٜؼ‬‫ی‬...............................................................................................94
3-3‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬،‫ٛظبضر‬‫اضظ‬‫ی‬‫بث‬‫ی‬ٝ‫زازضؾ‬‫ی‬...................................................................................................125
3-4‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬ّ‫اػ٘ب‬ٙٞٛ‫هب‬ٝ‫اػطا‬‫ی‬ٕ‫احٌب‬...............................................................................................131
3-5‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬‫طجز‬‫ٝهب‬‫ی‬‫غ‬ٝ‫اَالػبر‬........................................................................................................133
3-6‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬٠‫اضائ‬،‫آٗبض‬،‫اَالػبر‬‫ُعاضـ‬................................................................................................137
3-7‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬٠‫اضائ‬٢‫سؿ‬‫ی‬‫الر‬‫ح٘ب‬‫ی‬‫ش‬‫ی‬........................................................................................................141
3-8‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬‫آٗٞظـ‬ٝ‫كط١ِٜؿبظ‬‫ی‬........................................................................................................148
3-9‫ذسٗبر‬ِٞٓ‫ا‬‫ی‬‫ا‬‫ی‬‫ؼبز‬ٝ‫ِٛ٢ساقز‬‫ظ‬‫ی‬‫طؾبذش٢ب‬.............................................................................................154
3-10‫ذسٗبر‬‫ادطاسٞض‬٠‫اضائ‬‫ذسٗز‬.......................................................................................................................157
3-11‫ذسٗبر‬‫ؿ‬‫ی‬‫ط‬‫ُٜٗجن‬‫ثط‬‫آِٞ١ب‬‫ی‬ٟ‫ز‬٠ٛ‫ُب‬.....................................................................................................163

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