DIGITALIZATION OF PUBLIC SERVICES

Year 2025, Issue: 33, 262 - 276, 03.09.2025

Onur Durukal

Abstract

Digitalization makes it easier for citizens to access public services and reduces the complexity of bureaucratic processes by providing services through online platforms. As a result, citizens can access many public services efficiently and quickly, eliminating the need to visit public institutions in person. However, digitalization has also presented challenges to the provision of public services. This study examines various aspects of the transformation of public administration related to the digitalization of public services. Specifically, the study aims to reveal the Internet of Things, artificial intelligence, blockchain, and big data technologies used in the digitalization of public services, as well as examine the effects of these technologies on the public sector at a conceptual level. The study analyses best practices and the factors behind their success, with the aim of implementing the digitisation process in public services successfully. Additionally, the study will provide recommendations for achieving success by using these technologies together for the digitalization of public services, thereby making significant contributions to the literature and operations of public institutions. This study will stand out from others in the literature by offering unique value.

Keywords

Digitalization of Public Services , E-Government , Digital Transformation , Artificial Intelligence , Big Data

KAMU HİZMETLERİNİN DİJİTALLEŞMESİ

Abstract

Dijitalleşme, kamu hizmetlerinin çevrimiçi platformlar aracılığıyla sunulmasını sağlayarak, vatandaşların kamu hizmetlerine erişimini kolaylaştırmakta ve bürokratik süreçlerin karmaşıklığını azaltmaktadır. Bu sayede, vatandaşlar kamu kurumlarına gitmeden pek çok kamu hizmetine etkin ve hızlı bir şekilde erişebilmekte, ihtiyaç duydukları işlemleri kısa sürelerde tamamlayabilmektedir. Bununla birlikte dijitalleşme süreci kamu hizmetlerinin sunumunda bazı zorlukları da getirmiştir. Bu çalışma ile kamusal hizmetlerin dijitalleşmesi ile ilgili kamu yönetimindeki dönüşümün çeşitli yönleri ele alınmaktadır. Çalışmanın spesifik olarak amacı; kamu hizmetlerinin dijitalleşmesinde kullanılan nesnelerin interneti, yapay zeka, blokzincir ve büyük veri teknolojilerini ortaya konulması ve bu teknolojilerin kamu sektörüne etkilerinin kavramsal düzeyde ele alınmasıdır. Çalışma, kamu hizmetlerinde dijitalleşme sürecinin başarılı bir şekilde uygulanabilmesi için iyi uygulamaları ve uygulamalardaki başarının ardındaki faktörleri analiz etmektedir. Ayrıca, kamu hizmetlerinin dijitalleşmesinde bu teknolojilerin birlikte kullanımının sağlayacağı başarılar üzerine sunulacak öneriler, hem literatüre hem de kamu kurumlarının işleyişine önemli katkılar sunacak; böylece çalışma, literatürdeki diğer araştırmalardan farklılaşarak özgün bir değer ortaya koyacaktır.

Keywords

Kamu Hizmetlerinin Dijitalleşmesi , E-Devlet , Dijital Dönüşüm , Yapay Zeka , Büyük Veri

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