Reading the citizens' demands in the delivery of public services on e-government application: An investigation on the most used services

Abstract

The use of internet and technology in the provision of public services and beyond this, the turning of public services and their deliveries to more efficient, efficient and quality way are among the pioneering principles of today's public administration approach. Such understanding in this direction has emerged with the New Public Management which entered the public administration as a new trend in the 1980s and aimed to adapt the principles of the private sector business approach based on efficiency and practicality to the public administration. The development of the understanding has been possible by the New Public Service approach, which criticized New Public Management and focused on the concepts of public service and public interest. Egovernment is the most widely used platform in recent years to provide the citizen this efficient, practical and public benefit based delivery in these two approaches. This platform enables citizens to receive a fast, high quality and uninterrupted service from the government, while providing the government significant gains and savings in terms of both efficiency and cost in bureaucratic transactions within and between institutions. E-government applications are provided via egovernment portal in Turkey since 2008. Citizens can easily access this platform through their computers and smart phones for seven days and twenty-four hours. Over the years, both the number and quality of public services provided through this platform have continuously increased. This study analyzes the 20 most used practices by citizens on the E-government platform. The analysis includes in which public service area these applications are, and in which ways they meet the needs of citizens. Within the framework of the findings to be reached in line with the analysis, an effort was made to develop a foresight about which public services the citizens would demand to receive easily on this platform in the future. In the conclusion of the study, a number of suggestions about the issues that public service provision should focus on in the future within the framework of this foresight are given.