Fuzzy Multi-criteria Analysis of Factors Affecting the Digitalization Success of Public Services


International Conference on Intelligent and Fuzzy Systems- INFUS 2021, İstanbul, Turkey, 24 - 26 August 2021, vol.308, pp.316-324

  • Publication Type: Conference Paper / Full Text
  • Volume: 308
  • City: İstanbul
  • Country: Turkey
  • Page Numbers: pp.316-324
  • Gazi University Affiliated: Yes


In the year since the COVID-19 pandemic emerged in 2019, all countries have taken different measures to prevent the spread of this virus (i.e. learning distance, travel restriction, using masks, etc.). In addition, some scientific advances have been conducted in various treatment modalities and vaccine development. However, the common view of the science world is that we may not return to our old order and our social life will continue in a controlled manner. For this reason, many countries have conducted rapid progress in providing public services digitally to protect both public officials and their citizens and prevent gathering people unnecessarily. There are critical factors that should be taken into account that will bring success in the digitalization of public services, which have increased with the impact of COVID-19 (ie. to what extent services can be provided digitally, how user-friendly online interfaces, ensuring security.). In this paper, a study was conducted to prioritize these critical success factors. A fuzzy scale was employed to handle the fuzziness of the data in decision-making processes. The interval valued type-2 fuzzy Analytical Hierarchy Process technique, which is based on pairwise comparison logic, was utilized to obtain the priorities. According to the results, the most critical success factor was determined as ergonomics criterion expressing the interface design and usability of the provided service.