City Development Strategy

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Greater Amman Municipality (GAM)
City Development Strategy World Bank, City of
Marseille Mediterranean Cities Partnership
Damascus , 29th, 30th, 31th January 2005
By Eng. Ibrahim Khries Department Of Foreign
Relations
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GAM Boundaries

• Amman City Area 700Km2
• Population 2 million or 38of Jordans total
  population
• Amman city is divided into 20 districts
• City council comprises 40 members including the
  Mayor.

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• The Municipality of Greater Amman Organizations
  Structure

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Greater Amman Municipality Vision
Greater Amman Municipality strives to provide
its residents with services that exceed their
expectations, maintaining and upgrading the
citys many facilities and amenities while
honoring the original splendor and spirit of the
city.
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Greater Amman Municipality Mission
GAM is fully committed to provide services to
the citizens of Amman efficiently and in response
to their expressed needs. GAM also strives to
operate and manage its affairs transparently and
with fairness. We seek to maintain Ammans rich
heritage and cultural values, as well as its
architectural landscape and tourist environment.
GAM aims to deliver services to ensure the
safety, comfort, satisfaction, and general
welfare of all its citizens. As for the future,
we will actively promote sustainable development
through proper utilization of the citys
financial, human and technical resources.
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GAM City Development Strategy Project
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Greater Amman Development Strategy
Development in Amman is guided by its Development
Plan 2002-2006, that contains specific objectives
and programs targeting a wide range of sectors.
However, after two years of implementation the
city faces serious limitations is certain areas
that a traditional urban planning approach cannot
overcome. The proposed CDS, consequently, focuses
on urban governance, municipal reform and a
citywide slum upgrading plan.
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The Amman CDS Objectives Related to Urban
Planning Development

• Enhance the performance of GAMs urban
  development department (Dairat al-Tanzeem) in
  initiating urban upgrading of squatter
  settlements and performing its urban planning
  functions more effectively.
• Update Amman Master Plan.
• Utilize a GIS system to improve documentation of
  urban land, data and planning.
• Upgrading of squatter settlements and refugee
  camps, with the Department of Housing and Urban
  Development.

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Urban Planning Development Expected Outputs

• Plan and organize the process of updating the
  Amman Master Plan (1987), including preparation
  of the assignment terms of reference, through a
  consultative process with Amman city residents
  and other key stakeholders.
• 2. Follow-up aerial mapping and hiring of a
  consultant to update the Master Plan to be
  financed by the city budget.
• 3. Upgrade the GIS program with other agencies in
  order to update the new information and database.

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The Amman CDS objectives related to Municipal
Management

• Improving the mechanisms of urban governance in
  Greater Amman through
• Institutional development
• Municipal capacity building
• Increased citizens' services and satisfaction
• Greater public awareness and
• Improved financial management and local revenue
  collection.

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Municipal Management Development Expected Outputs

• An Urban Management Action Plan, including
• Institutionalize a Total Quality Management
  (TQM) Program
• A Human Resource Development Plan,
• Revenue enhancement strategy, including
  increased public awareness, level of citizens
  satisfaction

Mainstream community participation in the
decision making processes where appropriate
through community meetings and other consultative
processes to develop a long term (2006 2020)
development vision.
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• GAM local and International Partners

Local Level

• Jordan University, Jordan University for Science
  and Technology
• NGOs, such as the Jordan River Foundation
• Ministries and other governmental agencies and
• The Private Sector

International Level

• The Cities Alliance
• The World Bank
• Arab Urban Development Institute
• GTZ

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Customer Service Focus at
Greater Amman Municipality
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Who are The Service Receivers
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Definition of GAM Service Receiver
Who can take advantage of GAM Services?
Every citizen or investor who lives in Amman
whether permanently or temporarily.
Services provided 24 hours, 7 days per week
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Customer Care Department (Al Dewan)
A Customer Care Department (CCD) has been
established at all GAM districts, providing an
outreach and communications channel between GAM
and city residents. The CCD collects complaints
and comments from daily newspapers,
mass media suggestion boxes, email, faxes,
etc. and this feedback is analyzed and followed
up within 24th hours by specialized departments.
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Available Services
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Available Services
GAM has invested in several programs to
ensure the best customer services to GAM citizens
to illustrate its commitment to Amman citizens.
These services include

• Clear, Printed Forms and Guidelines These
  enable residents to understand the information
  requirements needed for any service and ensure
  prompt and efficient responses.
• Printed Guides Such as printed Directories and
  Brochures.
• Auto answering system 24 hours
• auto service including complaints.

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E- Government Service

• GAM established an Information Technology
  Department which provides a wide variety of
  services as set out in the websites mentioned
  below
• a) GAM Website- www.ammancity.gov.jo.
• b) GAM Email- info_at_ammancity.gov.jo.

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Short Message Services (SMS) Mobile Inquiry
Service
GAM with fastlink and mobilecom (local
companies) created this system to improve
customer services.
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Customer Service Feedback Surveys
The Department of Quality and Monitoring
uses a Customer Service Survey to collect feed-
back every three months from citizens and uses
these comments to change policies and practices
aimed at improving service delivery.
This feedback is also used in updating the
Customer Care Department Strategic Plan
periodically.
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Future Plans for Customer Service Improvement

• Exploring the use of Kiosks to facilitate
  payment of traffic violation tickets.
• Educate citizens and improve the E-Government
  system.
• Pilot use of the SMS service in other areas,
  including the Building tax.
• Educate and promote citizens use of Geographical
  Information system (GIS) for zoning or other
  purposes.

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In other words, our main focus at GAM is to
continue improving the services we render to
Amman citizens and investors.