The Digital Transformation of Yerevan Municipality through a Unified Services Platform and Urban Digital Twin (AMERV0010)

Commitment ID

AMERV0010

Commitment Title

The Digital Transformation of Yerevan Municipality through a Unified Services Platform and Urban Digital Twin

Problem

Currently, Yerevan’s city governance system lacks a unified digital platform to deliver municipal services, resulting in fragmented and inefficient service provision. Citizens face difficulties accessing services due to the absence of a single digital gateway, which limits transparency, accountability, and meaningful citizen-government interaction. Internal administrative functions remain largely manual, causing delays and reducing operational efficiency. Furthermore, the lack of integrated spatial data and automated analytical tools prevents effective, data-driven urban management and planning. This fragmentation undermines public trust and slows down the city’s modernization efforts. Addressing these issues through comprehensive digital transformation is crucial for enhancing service quality, increasing government responsiveness, optimizing budget revenues, and enabling evidence-based decision-making in line with broader national and municipal development goals.

Status quo

Yerevan lacks a unified digital platform for municipal services, resulting in fragmented and inefficient service delivery. Existing digital solutions operate independently, without a centralized user account or integrated financial management, which complicates access and reduces transparency. Internal workflows remain largely manual, slowing processes and hindering accountability. While the City Hall has outlined a digital transformation strategy, progress has been limited to isolated projects without a comprehensive, city-wide system. Additionally, spatial data essential for effective urban planning is not consolidated in a single platform, restricting data-driven decision-making and community engagement. This fragmented approach limits the potential for improved service quality, transparency, and citizen participation in governance.

Action

This commitment will establish a Unified Electronic Services (YES) Platform and an Urban Digital Twin to digitally transform municipal governance in Yerevan. The YES platform will provide a centralized environment for all city services, allowing citizens to access services through a single digital account, view their service history, and manage payments via an integrated financial account system. The platform will also feature automation tools to streamline internal processes and increase service transparency.

Simultaneously, the Urban Digital Twin will digitize Yerevan’s infrastructure and spatial data using remote sensing (photogrammetry and LiDAR) and IoT devices. This data will be integrated into a unified GIS environment, enabling spatial analysis, real-time monitoring, and data-driven planning.

Expected results include simplified citizen access to services, improved administrative efficiency, increased transparency, and enhanced capacity for evidence-based decision-making. The overall objective is to create a more open, accountable, and modern city government that actively engages with citizens and improves service delivery through digital innovation.

How will the commitment contribute to solving the public problem described above?

This commitment directly addresses the fragmentation and inefficiency in Yerevan’s municipal service delivery by introducing a unified, citizen-centered digital platform (YES) and an Urban Digital Twin system. The expected outputs include:

• A fully operational YES platform with centralized user accounts and payment functionality\
• A mobile app for easier citizen access
• An integrated financial and document management system
• A city-wide Urban Digital Twin built on spatial data and IoT integration
• A centralized GIS platform for real-time urban monitoring and analysis
• A Smart City Governance Center supported by big data and AI tools

The expected outcomes are:

• Simplified and more transparent service access for citizens
• Accelerated and automated internal administrative processes
• Improved municipal decision-making through real-time data
• Increased citizen trust through openness and efficiency
• Better urban planning informed by accurate spatial analytics
• Enhanced participation, accountability, and responsiveness in local governance

Altogether, these tools will create a more digital, inclusive, and responsive city administration.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

This commitment supports Yerevan’s long-term strategic goal of building a transparent, participatory, and data-driven local government through digital transformation. It aligns with the city’s vision to modernize public service delivery, strengthen civic trust, and foster more inclusive decision-making processes. By establishing a unified digital services platform and an Urban Digital Twin, the municipality aims to improve government efficiency, accountability, and citizen engagement, in line with national digital governance priorities and the broader Open Government values of transparency, technology and innovation for openness, and public participation.

Primary Policy Area

Digital Governance, Inclusion, Open Data

Primary Sector

Land & Spatial Planning, Public Services (general)

What OGP value is this commitment relevant to?