The document summarizes a study that evaluated the websites of 22 municipalities in Tehran, Iran based on e-service delivery standards. The study found that over 60% of the municipality websites were immature and in need of radical changes to meet e-service standards. The study used a checklist developed by Stowers in 2002 to assess the websites. The results of the study and recommendations for improving public organization portals are presented.

1. E-Service Delivery in Municipalities Websites:
The study of Tehran Municipality1
Ali Pirannejad
Assistant Professor, Faculty of Management, University of Tehran
Naghmeh Ebadi
M.A student, Faculty of Management, University of Tehran
Abstract
In the age of information and communication technologies, delivering public services to citizens in
public organizations have changed rapidly and radically. Among the public organizations,
municipalities have more audiences and trying to use ICT’s in their service delivering systems and
portals in order to achieve more public trust and satisfaction. But the municipality should obey which
standards in their portals? And who is responsible for the quality and quantity of the portals’
contents?
This paper aimed to set the portals’ standards which enrich the portals. For this purpose, based on
the conducted research the authors make a check list which introduced by Stowers in 2002, then
evaluate all 22 websites of Tehran Municipality. The results shows, more than 60 percent of the
websites are in immaturity stage and need radically change. At the end of the paper, some practical
recommendations which are useful for the public organizations’ portal are presented.
Keywords: E-Service Delivery, Municipality, Public Portals, Tehran city.
1
Pirannejad, Ali., Naghmeh Ebadi. E-Service Delivery in Municipalities Websites: The study Tehran Municipality.
Quarterly Journal of Public Administration. (accepted)