Examining the innovation of providing services on improving thevalue chain of municipalities (case study of Tehran municipality)

Efficient value chain is the most important competitive advantage for business. The combination of commonvalue-added activities within an organization that interact with each other creates value for customers. Municipalities areusually considered large organizations due to the tasks they are responsible, therefore, innovation and development in thesetypes of organizations are reduced and the value chain is also analyzed. Considering the importance of improving the valuechain in municipalities, the present research has been done to investigate the innovation of providing services on improvingthe value chain of municipalities, a case study in Tehran Metropolitan Municipality. The research method in this descriptivestudy is correlational, and the statistical population was selected from ۶۸,۰۰۰ employees of Tehran municipality usingMorgan's table. The data collection tools were two valid service delivery innovation questionnaires developed by aresearcher with a reliability of ۰.۷۰۲ and an organizational value chain questionnaire developed by a researcher with areliability of ۰.۸۴۰. Also, from the confirmatory factor analysis, the general structure of the research questionnaires hasbeen subject to content structure validity. The method of data analysis was using descriptive statistics and inferentialstatistics with the help of SPSS software. The research findings indicated that the development of infrastructures, therelationship between the municipality and the customer, smart technologies, integration on the improvement of the valuechain in municipalities, the case study of Tehran Metropolitan Municipality, has been effective and meaningful. The resultsof the research showed that managers can improve the value chain of municipalities by understanding the concepts ofservice delivery innovation and implementing these concepts such as (infrastructure development, relationship betweenmunicipality and customer, smart technologies, integration).

کلیدواژه ها:

service delivery innovation ، value chain improvement ، Tehran Municipality