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The Demand Side for Development of E-Government Services and Gateway in Turkey: Taking Citizen Perceptions and Suggestions into Account
Abstract
Representing the co-authors’ academic and practitioner background, this chapter provides the most-up-to-date information for an ongoing work on citizen-oriented e-government initiatives. The purpose of this work follows the importance, priority, and necessity of paying attention to citizen side, and aims to improve understanding and better address the citizen demands and expectations towards e-government public transformation. The research aims to question and understand better what citizens think regarding the currently available e-government services in Turkey. In response to this purpose and question, this work-in-progress chapter presents secondary information from literature review and context of the ongoing practical and academic works, and primary findings from both a preliminary and a recent study. These presented information and findings mostly represent practitioners’ viewpoint that is mostly based on the authors’ professional, academic, and personal involvement in the various aspects of the Turkey case, and in return are expected to provide certain input for the on-going practical affairs. As the research is a work-in-progress that traces long-lasting development and ongoing operations of e-government in practice, at this point, providing some suggestions and directions rather than concrete practical and theoretical implications is considered to have the most value. As a result, security, trust, ease of use, service, and information quality are determined to be significant for citizens’ perceptions and suggestions as factors that affect their usage of e-government services in Turkey. The resulting chapter first provides a relevant literature review then information about the history and latest developments in e-government from the perspective of citizen side. Following this background information, the preliminary descriptive study on citizen perceptions of demands and expectations conducted last year is reminded. Build upon these ongoing researches on the academic and practical side, latest research findings as a result of analysing citizens suggestions for E-Government Gateway (EGG) in Turkey are also shared. Finally, suggestions for future based on latest work are given.
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