Digital Government Review of Türkiye

Towards a Digitally-Enabled Government

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This Digital Government Review of Türkiye explores how the Government of Türkiye can use digital technology and data to help the public sector become more responsive, resilient and proactive. It evaluates the efforts made so far by Türkiye in achieving digital government maturity by looking at governance, institutional capacities, digital skills, public service design and delivery, enabling building blocks and the strategic management and use of data. The review provides policy recommendations intended to help the Government of Türkiye fully benefit from digital technologies and data to realise the potential of the digital age in transforming the public sector and the services provided to the public.


Creating user-driven value in proactive public service design and delivery

This chapter analyses and assesses the approach to user-driven and proactive service design and delivery in Türkiye using pillars 1 and 2 of the OECD’s Framework for Service Design and Delivery. The first section of the chapter considers the context of representative and organisational politics, the legacy of channels, technology and infrastructure, and societal and geographic factors. The second section considers the philosophy for service design and delivery through leadership and establishing multi-disciplinary teams that work across organisational boundaries as well as the behaviours associated with understanding whole problems, designing end-to-end experiences, involving the public and delivering in an agile way. Finally, the chapter concludes by considering how service design and delivery practices supported the government response to the COVID-19 pandemic.


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