The impact of digitalization in public administration on public services

Rapidly advancing digital technologies on a global scale are fundamentally transforming the boundaries, functioning, and meaning of public administration. Digitalization is not merely a technical transformation; it also represents a paradigm shift grounded in information that redefines approaches to governance. Public administration is evolving away from its traditional bureaucratic structure toward a new governance model based on data, transparency, accessibility, and interaction. Within this context, this thesis comprehensively examines the structural, managerial, and ethical impacts of digitalization on public services. The study is a descriptive, theory-based inquiry and adopts a qualitative research approach grounded in historical and descriptive methods. The findings indicate that digitalization in public administration renders the delivery of public services more systematic and traceable, strengthens objectivity in decision-making processes, and supports the institutionalization of transparency and accountability principles within organizational structures. However, risks related to digital inequality, data security, and ethical responsibility constitute key factors determining the sustainability of digital governance. The study demonstrates that digitalization in public administration is not merely a technological advancement but a multidimensional transformation process that fosters a human-centered, ethics-based, and participatory governance culture.