DIGITALIZED PUBLIC SERVICES: THE PRESENT SITUATION IN TURKEY AND THE CASE OF DENMARK

Abstract

In today's world, societies are increasingly using online services. Thanks to the proliferation of information and communication technology tools and equipment and the ease of use, transactions can be made online in a short time. Using online services, which provide advantages for both organizations and customers, is rapidly becoming widespread in public institutions and the private sector. Thus, countries are digitizing and developing their strategies to provide better service online. In this study, the ways and methods followed by Denmark, which ranked first according to the UN E-Government Development Index data for 2018 and 2020, in achieving this success were examined. In this framework, Turkey's e-Government applications have been evaluated, and its aspects that are open to improvement have been revealed. As a result, the importance of three key factors has been emphasized to develop the e-Government applications of the countries. These are the use of digital identity that includes a digital signature, the obligation to communicate with public institutions in a digital environment and the relevant legal regulations. In the study, the case study design, which is one of the qualitative research methods, was used, and then the data were obtained through document analysis. The data were analyzed and interpreted. The study is thought to contribute to organizations and researchers studying digitalization.