Published On: 17 June 2014
Organisation: Yalova Municipality
Level of government: Local government
Sector: General public services
Type: Digital, Human Resources
Launched in: 2012
Overall development time: 2 years
ZAMBAK is an online system that has digitalised all job functions, transactions, workflows, and related documents in the Yalova municipality in Turkey, making data from all public services accessible through this system. All services are now traceable, and data can be used for decision-making analyses. By using ICT technologies, all employees are also able to work without any dependency to a particular place and time.
Nearly 70% of our employees work on backstage, and only the field workers, service desk workers, firefighters and municipal police need to be present in a particular place to do their jobs. Therefore, 70% of municipality employees are free to do their jobs wherever they like. For instance, a building permit application is received by service desk personnel, and all required documents and projects are uploaded to digital archives via an integrated electronic document system (EDM).
By means of the EDM system, the application will be sent to the responsible employee who is a civil engineer or an architect in this example, and they can examine and evaluate the construction projects at home or in a more desirable and quiet place. With ZAMBAK, the opportunity to telework has increased for municipal employees.
Develop staff capacity, Improve access, Improve effectiveness, Improve efficiency, Improve service quality, Improve user satisfaction
Civil Society, General population, Government bodies, Government staff
Managers can monitor every part of every customer demand and solution process, so managing the whole municipality also became a space and time-independent job. All managers can reach necessary information at anytime and from anywhere.
The idea for this innovation was generated by the Mayor of Yalova city, Mr. Yakup B. KOCAL, who has seen the difficulties and inefficiencies in public service management.Design time: 6 months
The main tools that have been used for used the implementation of our innovation are:
The Strategy Development Department (SDD) of our municipality was in charge of the digitalisation and our own personnel and resources were used. Approximately 2 years of research, development and testing has been done by 10 personnel of SDD.Implementation time: 3 months
ZAMBAK, in short, offers an innovative way of managing jobs and demands of citizens. By defining meaningful performance criteria, managers can start a performance-based administration.