Initial analysis and evaluation of citizen usage of E-Government Gateway in Turkey

This paper presents the initial results of a survey conducted in Turkey that aims to measure the effectiveness of the E-Government Gateway and satisfaction of citizens from the usage of the gateway system. Data has been collected from 1.500 qualitative responses to an open-ended question that requests (if there is) any other additional comment at the end of a quantitative survey. Collected data is categorized and analyzed with respect to subjective and practical criteria by the developers and operators of the gateway. Based on a maturity model classification for e-Government services from literature, selected examples of specific services are also provided. While the initial results reflect a positive perception of citizen users for the system, various suggestions and requests useful for development and improvement are especially noteworthy. For instance, citizen demand for more personalized information and service provision can be underlined. Findings from these initial survey outcomes are hoped to be not only incorporated into the e-Government service development in Turkey, but considered as useful for other ongoing practical and academic works on e-Government and ICT system evaluation in general, as well.