Government agencies in Iran ordered to automate eligible services

Government agencies in Iran must upgrade all services eligible for automation under a digital government directive that also requires them to stop asking citizens for information already held in government databases.

The measure calls for agencies to exchange records electronically, reducing repeated paperwork and in-person visits. They must provide all services online through the national government services portal and their own single-window portals.

Communications and Information Technology Minister Sattar Hashemi issued the directive after its approval by the working group overseeing the rollout of digital government, the ministry said. It puts into effect provisions of Article 107 of Iran’s Seventh Development Plan.

The 19-article directive sets a target of upgrading 100% of services that can be made “smart,” using tools such as artificial intelligence, data analysis and process automation. Its implementation schedule gives agencies until the end of the Seventh Development Plan to meet that requirement. The target does not mean every public service is already automated.

The document also aims for Iran to reach 75th place in the United Nations E-Government Development Index. That is a policy target, rather than a ranking achieved by the directive.

Sharing records instead of collecting them again

Agencies must obtain information needed to deliver services through exchanges with other agencies. They must avoid requesting documents or information already available in the core government databases covered by the rules, including requiring users to upload those records themselves.

Data exchanges and responses to inquiries from public agencies and businesses must take place online and in real time. The National Information Exchange Center is designated as the channel for those exchanges.

The directive also requires agencies to improve the quality and consistency of their data, maintain data catalogs and use common data models so their systems can exchange and interpret information.

Accessible services and privacy safeguards

Services must be designed for people with disabilities, older people, users with limited digital skills and residents of underserved areas. Agencies must offer guidance and support through additional channels while keeping the full service available through its main channel.

Users must be able to see the stages and status of their applications, expected processing times and reasons for delays. Electronic complaints, feedback and online support are also required.

The rules call for protection of personal data and privacy, including collecting only the data needed, controlling access and clearly informing users. Agencies must meet information security requirements and maintain continuity of critical services through business continuity and recovery plans.

The directive separately says AI and other emerging technologies used in public services and management decisions must comply with ethical principles and citizens’ rights.

Training and oversight

Agencies must train staff in digital government, data governance, interoperability, information security and data analysis. They are also responsible for helping users build the digital skills needed to access services, with simplified learning material and support.

The secretariat of the Executive Council of Information Technology must work with the communications ministry and the Administrative and Recruitment Organization to develop performance indicators. The directive gives them four months from notification to prepare those indicators for the working group’s approval.

The secretariat must report implementation progress annually to the relevant authorities. It is also responsible for overseeing compliance and addressing conflicts over implementation.

The directive covers executive bodies within the scope of the Seventh Development Plan and its amendments. Its definitions also encompass public institutions providing electronic services and operators of national systems and databases related to digital government, within their legal responsibilities.