Abstract
The world has welcomed digital transformation during the COVID-19 pandemic. Citizens and governments began their travel from public services to e-public services. However, there are already launched programs for e-government of digital transformation. It is a fact that the COVID-19 pandemic accelerated the adaptation of digital transformation in public services in developing countries. This study aims to present new evidence for the management of e-public services through functional service management model. In this context, Turkey is selected as a sample country based on United Nations E-Government Development Index (EGDI) results. Turkey has accelerated its digital transformation in public services for five years. In addition, the Turkish government is observed to be successful in providing and sustaining public services through digital platforms. The study focuses on determining the functional management approach to examine the working way of e-public services.
TopIntroduction
The digital transformation causes to start new expectation and market for the world. From private sector to public sector, the delivery of services has moved to digital platforms. When considering the impact of Covid-19 pandemic, it can be said that digitalization gives so many solutions to keep economic and social activities. In fact, the Covid-19 pandemic has given higher level of digitalization for the humanity. Digital economy, online education, online health services or online public services have all significantly increased during the Covid-19 pandemic (Yıldırım, 2021; Yıldırım and Bostancı, 2021; Yıldırım et.al., 2022; Öncü et.al., 2021; Yıldırım et.al. 2021). The public services which are supplied by the government management (both central and local authorities) can be determined as services to meet citizens’ need and want in a country (Ateş and Nohutçu, 2006: 246). These services support the social, economic and environmental sustainability in the long term. In addition, countries can be evaluated for their development level when comparing their level of sufficient public service delivery. Before digital age, the government services or public services were all mostly provided in the context of strict bureaucratic orders (Lee, et.al., 2008). Accordingly, the rise of digital government approach or e-government is welcomed by citizens when considering access to government services easily and quickly. Since the 90s years, the governments focus on improving their ICT (Information and Communications Technology) to integrate with public services. At this point, the concept of e-government gives the framework of the management of digital public services in general (United Nations, 2002).
This study aims to show new evidences for the functional management approach for e-public services based on investigating Turkey case. According to United Nations E-Government Development Index (2020), Turkey is ranked by 53 (0.7718 value) of 193 countries (UN E-Government Knowledge, n.d.a). Turkey is included in Asia region by presenting Western-Asia sub-region in the United Nations EGDI’s report (UN E-Government Knowledge, (n.d.b). Turkey has better performance comparing to most of member countries in the UN according to the UN (2020) report of EGDI (Yıldırım and Bostancı, 2021). Table 1 presents main indicators for Turkey’s EGDI performance:
Key Terms in this Chapter
e-Government Gateway: Turkish e-Government Portal that provides
E-Government Development Index: The index which is developed by the United Nations to measure member countries’ e-Government performance.
Digital Public Service: A digital service which is produced by digital government portal (central and local management) to meet citizen’s needs and wants in a country.
E-Government: As a result of using ICT (Information and Communications Technology) in public services, a digital government management system is created.
E-Democracy: It defines the opportunities for citizens to use information technologies as opportunities to participate in decision-making and management processes.
Digital Transformation: The integration with ICT (Information and Communications Technology).
E-participation: It refers to the contribution of information technologies in improving the potential of citizens to organize communication and cooperation processes by providing solidarity with each other, beyond just expressing their demands to state institutions in very comprehensive participation opportunities and benefiting from state services.