Digitalization of public services and citizen satisfaction: A comparison of Turkey and Germany

Turkey and Germany are among the countries that have rapidly entered the digitalization process in recent years. Both countries are extensively using digital technologies to transform and develop their economic and social lives. Turkey continues to strengthen its national digital service infrastructure alongside its digital transformation strategies. Germany, on the other hand, recognizes digitalization as a crucial factor for economic growth and competitiveness, thereby increasing its investments and efforts in this area. The successes of both countries in the field of digitalization support economic and social development through the effective use of information and communication technologies. This thesis examines the digitalization processes of Turkey and Germany, as well as the impacts of these processes on economic, social, and governance domains. To compare the effects of digitalization on both countries and to identify the success factors in digital transformation, the study utilizes the Digital Economy and Society Index (DESI) and a customized digitalization index. Digitalization plays a significant role in modern economies and societies. Both Turkey and Germany implement different strategies and policies in their digitalization processes. This thesis aims to understand the effects of these strategies and policies, highlighting the differences and similarities between the two countries. Successful implementation of digitalization can provide substantial advantages in economic growth, social welfare, and governance. In the scope of this thesis, the DESI index was first used to compare the digitalization performance of Turkey and Germany. The DESI index provides evaluations in categories such as digital infrastructure, human capital, internet services, digital technology integration, and digital public services. Additionally, a more detailed and customized digitalization index was developed, taking into account local conditions and specific needs. This customized index allowed for a more in-depth analysis of the digitalization strategies and policies of both countries. The analyses revealed that Germany is more advanced than Turkey in areas such as digital infrastructure and digital public services. Conversely, Turkey has made rapid progress in the categories of digital technology integration and internet services. Our customized digitalization index indicates that Turkey has high flexibility and adaptability in its digital transformation processes. While Germany exhibits more planned and strategic approaches in its digitalization processes, Turkey tends to adopt innovative solutions more swiftly. Both Turkey and Germany have taken significant steps in the digitalization of local government services. Both countries are moving local government services to digital platforms to respond more quickly and effectively to the needs of citizens. Municipalities facilitate the provision of services such as tax payments, licensing processes, and environmental cleaning through e-municipality applications, making it easier for citizens to access these services. Furthermore, local governments in Turkey and Germany are developing digital solutions to increase interaction with citizens, ensure transparency, and support a participatory governance approach through digital platforms. Thus, the digitalization of local government services in both Turkey and Germany is considered an important strategic step to enhance citizen satisfaction and ensure the sustainability of cities. Satisfaction surveys were conducted for both cities (Antalya and Reutlingen). Additionally, a practical index study was conducted by employing new methods to understand the digitalization status of the two cities. Different classifications were made in various categories, and two cities from each country were selected. These two cities were compared from different aspects, deficiencies were identified, and recommendations were made.