An Organization Development Model Analysis in Public Institutions: Kırşehir Municipality "People's Desk" Case

Öz

The unstoppable rise of globalization, the undeniable development of technology, and the increasing possibilities of communication have brought about a significant change in all organizations. While the footsteps of change were initially heard in the private sector, successful outcomes resulting from the steps taken have deeply affected the public sector as well. The new perspective shaped within the framework of democracy and participation in the last quarter of the 20th century, which includes principles of openness, transparency, accountability, and governance, aimed to move public administration to a unique, fast, flexible, and dynamic position in the competitive order of the modern world. In this journey, local governments, which can be called the "cradle of democracy" or the "school of participation," have been one of the most important locomotives of public administration. Organization development, aiming to maximize the effectiveness and efficiency of organizations through planned and conscious activities, manifests itself in the field of public administration, particularly in local governments, with public relations-focused applications. Indeed, the "ALO 153" application, which is the main subject of this study, stands out as a good example in this regard. At this point, the inspiration source of the ALO 153 application, its development process in Turkey, its objectives, and its contributions have been examined through a literature review. In addition, to increase the originality of the study, a visit was made to the Kırşehir Municipality, which has been implementing similar applications since 2009 before ALO 153, and the evaluation data obtained from the relevant departments was included in the study. The study aims to reveal the pros and cons of the AKazancıLO 153 system based on its implementation in Kırşehir Municipality and to examine how important the interaction between the state and the citizens is, especially through municipalities.

Anahtar Kelimeler

• ALO 153
• people
• kırşehir municipality
• organization development
• local governments

Kamu Kurumlarında Bir Örgüt Geliştirme Modeli İncelemesi: Kırşehir Belediyesi “Halkın Masası” Örneği

Öz

The unstoppable rise of globalization, the undeniable development of technology, and the increasing possibilities of communication have brought about a significant change in all organizations. While the footsteps of change were initially heard in the private sector, successful outcomes resulting from the steps taken have deeply affected the public sector as well. The new perspective shaped within the framework of democracy and participation in the last quarter of the 20th century, which includes principles of openness, transparency, accountability, and governance, aimed to move public administration to a unique, fast, flexible, and dynamic position in the competitive order of the modern world. In this journey, local governments, which can be called the "cradle of democracy" or the "school of participation," have been one of the most important locomotives of public administration. Organization development, aiming to maximize the effectiveness and efficiency of organizations through planned and conscious activities, manifests itself in the field of public administration, particularly in local governments, with public relations-focused applications. Indeed, the "ALO 153" application, which is the main subject of this study, stands out as a good example in this regard. At this point, the inspiration source of the ALO 153 application, its development process in Turkey, its objectives, and its contributions have been examined through a literature review. In addition, to increase the originality of the study, a visit was made to the Kırşehir Municipality, which has been implementing similar applications since 2009 before ALO 153, and the evaluation data obtained from the relevant departments was included in the study. The study aims to reveal the pros and cons of the AKazancıLO 153 system based on its implementation in Kırşehir Municipality and to examine how important the interaction between the state and the citizens is, especially through municipalities.

Anahtar Kelimeler

• ALO 153
• halkın masası
• kırşehir belediyesi
• örgüt geliştirme
• yerel yönetimler

Kaynakça

1. Acar, M. (1993). Belediyelerde Halkla İlişkiler. Ankara: DPT Yayınları.
2. Akdere, M. ve Azevedo, R. E. (2006). Agency theory ımplications for efficient contracts in organization development. Organization Development Journal, 24(2), 43-54.
3. Atar, E. ve Usta, Y. (2023). Merkezileşme-yerelleşme bağlamında 6360 sayılı kanun üzerine bir analiz. Turkish Studies-Economics, Finance, Politics, 18(1), 1-15.
4. Başkent 153. https://baskent153.ankara.bel.tr/Portal/Hakkinda. 26.02.2024 tarihinde erişilmiştir.
5. Church, A. H., Gallus, J. A., Desrosiers, E. I. and Waclawski, J. (2007). Speak-up all you whistle-blowers: an od perspective on the ımpact of employee hotlines on organizational culture. Organization Development Journal, 25(4), 159-168.
6. Çağlar, İ. (2013). Küresel normlu çağdaş değişim yönetimi aracı olarak örgüt geliştirme. Ankara: Nobel Akademik Yayıncılık.
7. Çelik, N. (2016). Türkiye çağrı merkezi sektörü sorunlarının çözümüne yönelik bir karar destek sistemi geliştirme. Uluslararası Sosyal Araştırmalar Dergisi, 9(42), 1445-1453.
8. Eryılmaz, B. (2018). Kamu yönetimi. Kocaeli: Umuttepe Yayınları.

9. Hürriyet Gazetesi (2021). 153 neyin numarası, hangi durumlarda aranır ve ne işe yarar? 153 hattı saatleri nedir ve ücretli midir?. https://www.hurriyet.com.tr/egitim/153-neyin-numarasi-hangi-durumlarda-aranir-ve-ne-ise-yarar-153-hatti-saatleri-nedir-ve-ucretli-midir-41920082 25.02.2024 tarihinde erişilmiştir.
10. İzmir Büyükşehir Belediyesi. https://www.izmir.bel.tr/tr/HemsehriIletisimMerkezi(him)/28/126 26.02.2024 tarihinde erişilmiştir.
11. Karatepe, S. (2005). Belediye zabıta hizmetlerinde halkla ilişkiler. Türk İdare Dergisi, 77(447), 195-210.
12. Kazancı, M. (1972). Halkla İlişkiler ve İdarî Danışma Merkezleri. Amme İdaresi Dergisi, 5(3), 11-24.
13. Kırşehir Belediyesi (2014). 2013 yılı faaliyet raporu 1. https://www.kirsehir.bel.tr/storage/files/K0HJOGJ98kwti9PWNrFUoojdrFUWkoFSbtqoCVSE.pdf 26.02.2024 tarihinde erişilmiştir.
14. Kırşehir Belediyesi (2015). 2014 yılı faaliyet raporu 1. https://www.kirsehir.bel.tr/storage/files/TxOxNwmRw1e2tOCx1Gd3c2NMlK8lAJMlcDCZenMa.pdf 26.02.2024 tarihinde erişilmiştir.
15. Kırşehir Belediyesi (2015). 2014 yılı faaliyet raporu 2. https://www.kirsehir.bel.tr/storage/files/jmd0aBvgWatqR5toQ9kd83Iw7XX5ktx7pnxM1xCq.pdf 26.02.2024 tarihinde erişilmiştir.
16. Kırşehir Belediyesi (2016). 2015 yılı faaliyet raporu 2. https://www.kirsehir.bel.tr/storage/files/FysAbVk18cYGrvPXwPSQDJFKz820IBBrX3gQ8Ocg.pdf 26.02.2024 tarihinde erişilmiştir.
17. Kırşehir Belediyesi (2018). 2017 yılı faaliyet raporu. https://www.kirsehir.bel.tr/storage/files/ZkWXrnpeQ5hT15HbDJt4oKKZSE0k2Qbl1COTHLEV.pdf 26.02.2024 tarihinde erişilmiştir.
18. Kırşehir Belediyesi (2019). 2018 yılı faaliyet raporu 1. https://www.kirsehir.bel.tr/storage/files/rmz0gYdDrrtZGpnLtgydpV7shPI9jtPgOs7fFnh3.pdf 26.02.2024 tarihinde erişilmiştir
19. Kırşehir Belediyesi (2020). 2019 yılı faaliyet raporu. https://www.kirsehir.bel.tr/storage/files/XArQ2LOY3nl4VRNBAPgUTnyToZfMzvF43RUol8VO.pdf26.02.2024 tarihinde erişilmiştir
20. Kırşehir Belediyesi (2021). 2020 yılı faaliyet raporu. https://www.kirsehir.bel.tr/storage/files/eha1gRdmlyLQ8e7hrWsAB1BLWCBjbAKuhW1ZEEyV.pdf26.02.2024 tarihinde erişilmiştir
21. Kırşehir Belediyesi (2022). 2021 yılı faaliyet raporu. https://www.kirsehir.bel.tr/storage/files/Zbtg0obnj6doSRFeuVEEcZOedtSeAOr2JqJUIpNx.pdf 26.02.2024 tarihinde erişilmiştir
22. Kırşehir Belediyesi (2023). 2022 yılı faaliyet raporu. https://www.kirsehir.bel.tr/storage/files/3Gpxkw0LXzmP82tAaQ61bFrf4tXUnthXCViWbIWu.pdf 26.02.2024 tarihinde erişilmiştir
23. Milliyet Gazetesi (2017). Ak masa mesaisi 7 gün 24 saat. https://www.milliyet.com.tr/yerel-haberler/kirsehir/ak-masa-mesaisi-7-gun-24-saat-11788340 26.02.2024 tarihinde erişilmiştir.
24. Odyakmaz, Z. ve Güzel, O. (2013). İdarenin uygulamaları bakımından idare, etik ve ahlâk. Ankara Barosu Dergisi, 3(19), 19-56.
25. Ortaylı, İ. (2020). Tanzimat Devrinde Osmanlı Mahallî İdareleri (1840-1880). Ankara: Türk Tarih Kurumu.
26. Öktem, M. K. ve Kocaoğlu, B. U. (2012). Kamu kurumlarında örgüt geliştirme üzerine bir araştırma. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Dergisi, 30(2), 111-136.
27. Philbin, A. ve Mikush, S. (2000). A framework for organizational development: the why, what, and how of OD work. North Carolina: Mary Reynolds Babcock Foundation.
28. Scholta, H., Mertens, W., Kowalkiewicz, M. and Becker, J. (2019). From one-stop shop to no-stop shop: an e-government stage model. Government Information Quarterly, 36(1), 11-26.
29. Sezgin, M. (2014). Belediyelerde halkla ilişkiler ve halka dönük yönetim. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 1(1), 93-120.
30. Sezgin, M. ve Özbay, E. H. (2016). Halkla ilişkiler uygulamalarından beyaz masa: Uşak Belediyesi örneği. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6(1), 198-209.
31. Smorchkov, A. M., Fedorchenko, S. N. and Shkarenkov, P. P. (2020). Vox populi vox dei: elections in the Roman Republic and Modern Democracies (Comparative Analysis). Новый исторический вестник, 4(66), 129-139.
32. Sözcü Gazetesi (2019). Kırşehir’de ak masa gitti, halkın masası geldi. https://www.sozcu.com.tr/kirsehirde-ak-masa-gitti-halkin-masasi-geldi-wp4372850 15.02.2024 tarihinde erişilmiştir.
33. T.C. Cumhurbaşkanlığı İletişim Başkanlığı (2023). Kamu yönetiminde bir dönüşümün hikayesi: CİMER. İstanbul: Cumhurbaşkanlığı İletişim Başkanlığı Yayınları.
34. Tunstall, W. B. (1983). Cultural transition at AT&T. Sloan Management Review, 25(1), 15.
35. Ünsal, A. (1982). Konuya göre yaklaşım seçimi, yaklaşıma göre konu değil: Türk Anayasa Mahkemesine “siyasal alt-sistem” açısından bir yaklaşım denemesi. Ankara Üniversitesi SBF Dergisi, 37(1), 157-183.
36. Yılmaz, A. ve Bozkurt, Y. (2005). Belediye vatandaş ilişkileri kapsamında beyaz masa uygulaması ve Kütahya Belediyesi beyaz masa örneği. Türk İdare Dergisi, 77(447), 179-194.
37. 5393 Sayılı Belediye Kanunu (2005). https://www.mevzuat.gov.tr/mevzuatmetin/1.5.5393.pdf 26.02.2024 tarihinde erişilmiştir.