Evaluating the Impact of Artificial Intelligence on Public Service Delivery in the Context of Local Governments

Yıl 2025, Sayı: 58, 199 - 210, 30.12.2025

Serdar V. Uygun

https://doi.org/10.52642/susbed.1775951

Öz

The advancement of technology and the integration of artificial intelligence into our lives have impacted both individuals and public administration. Public administration is utilising artificial intelligence in public services, and a transition to a web-based structure is now underway. In this process, local governments, seen as a stepping stone in adapting to artificial intelligence and raising awareness, have introduced smart solutions in areas such as managing and improving urban infrastructure, healthy traffic management, energy efficiency, and waste management. Consequently, quality, speed, and efficiency have increased in local service delivery, where AI has a significant impact. In light of this information, this study aims to evaluate the impact of artificial intelligence on public service delivery within the framework of local governments and services. In line with this fundamental objective, a detailed literature review was conducted for this study. Based on case studies and scientific data obtained from secondary data sources, it was determined that AI significantly improves local service delivery. However, it has also been determined that legal and administrative regulations must be urgently established to prevent potential ethical and legal issues that may arise during citizens' use of AI-supported services.

Anahtar Kelimeler

Public Service , Artificial Intelligence , Technology Management , Local Governments

Yapay Zekanın Kamu Hizmet Sunumuna Etkilerinin Yerel Yönetimler Bağlamında Değerlendirilmesi

Öz

Teknolojinin büyük bir hızla gelişmesi ve yapay zekânın hayatımıza girmesi bireyleri ve idareyi etkilemiştir. İdare, kamu hizmetinde yapay zekâdan faydalanmaktadır ve artık web tabanlı bir yapıya geçiş yapılmaktadır. Bu süreçte yapay zekâya uyum sağlamak ve bilinç oluşturmada bir basamak olarak görülen yerel yönetimler, şehir altyapısının yönetilmesi ve iyileştirilmesi sağlıklı trafik yönetimi, enerji verimliliği, atık yönetimi gibi alanlarda akıllı çözümleri ortaya koymuşlardır. Dolayısıyla YZ’nin belirgin etkiye sahip olduğu yerel hizmet sunumunda kalite, hız ve verimlilik artışı sağlanmıştır. Verilen bilgiler ışığında bu çalışmada da yapay zekanın kamu hizmet sunumuna etkisinin yerel yönetimler ve hizmetleri çerçevesinde değerlendirilmesi amaçlanmıştır. Bu temel amaç doğrultusunda çalışmada detaylı bir literatür incelemesi gerçekleştirilmiştir. İkincil veri kaynakları üzerinden sağlanan vaka incelemeleri ve bilimsel verilere göre YZ’nin yerel hizmet sunumunu önemli ölçüde artırdığı değerlendirilmiştir. Ancak vatandaşların yapay zeka destekli hizmetlerin kullanımları esnasında ortaya çıkabilecek olası etik ve yasal sorunların önüne geçilmesi adına hukuki ve idari düzenlemelerin bir an önce sağlanması gerektiği de tespit edilmiştir.

Anahtar Kelimeler

Kamu Hizmeti , Yapay Zekâ , Teknoloji Yönetimi , Yerel Yönetimler

Kaynakça

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