251 Benu Kesar, Symbiosis International University, India Shaji Joseph, Symbiosis International University, India This chapter addresses the critical role of digital competence in the pu
Development for Public Officials: Adapting New Technologies in Public
Froilan Delute Mobo, Philippine Merchant Marine Academy,
The swift adoption of digital technologies in public administration has revolutionized governance, necessitating the enhancement of digital skills among public officials This chapter delves into essential future development areas such as artificial intelligence (AI), machine learning (ML), blockchain, ethical AI, the internet of things (IoT), and cybersecurity It highlights how these technologies can improve transparency, efficiency, and citizen engagement, while also tackling ethical issues like algorithmic bias and data privacy.
Digital Competences: Weak Links in the Ramp- up of Digital Public Services 75
Balazs Benjámin Budai, Ludovika University of Public Service,
Gábor Town Bozsó, Ludovika University of Public Service, Hungary
Sándor T Csuhai, Ludovika University of Public Service, Hungary
István Tózsa, Economic Geography and Urban Marketing Centre,
This study examines the relationship between digital literacy, digital public services, and urban competitiveness in Hungary, utilizing a survey of 1,000 adults to identify disparities in digital skills among various demographic and socioeconomic groups The results indicate that nearly half of the population lacks basic digital competencies, with rural and economically disadvantaged areas facing the greatest challenges Interestingly, some smaller municipalities show high proficiency levels, possibly due to the influx of digital nomads The research highlights the urgent need for targeted digital literacy initiatives, user-friendly e-government platforms, and enhanced digital infrastructure By promoting inclusive digitalization, municipalities can strengthen their economic resilience, attract talent, and improve their competitive edge.
Artificial Intelligence (AI) and Digital Competencies in the Public Sector 95
Kingsly Stephen R., SRM Institute of Science and Technology,
T Archana, SRM Institute of Science and Technology, Ramapuram,
Artificial intelligence (AI) is revolutionizing the public sector by enhancing efficiency, transparency, and citizen engagement To fully leverage AI's potential, the public workforce must possess essential digital skills This chapter examines the interconnectedness of AI and digital competencies, emphasizing their role in transforming public services By automating repetitive tasks, AI boosts productivity and allows human resources to focus on strategic initiatives Furthermore, AI facilitates data-driven decision-making, enabling the analysis of large datasets to improve policy and resource allocation AI-powered chatbots and virtual assistants also enhance service delivery by providing continuous support and personalizing interactions, thereby fostering trust and satisfaction among citizens.
AI- Based Chatbots as Civil Servants: A Utopia or a Dystopia? 121
Halil Yasin Tamer, Hacettepe University, Turkey
This chapter analyzes the use of AI-based chatbots in government through utopian and dystopian lenses, aiming to identify their key characteristics and implications for digital competencies The rapid evolution of chatbots is reshaping civil service mechanisms within digital governance Essential elements such as civil service, public interest, and technological determinism position chatbots as pivotal in enhancing digital competencies While these advancements can foster a utopian society, they also pose potential risks related to cyber centralization, reflecting a dystopian perspective Additionally, the chapter compares chatbot implementations in selected countries to evaluate their impact on digital government services.
AI- Based Chatbots as Civil Servants: A Utopia or a Dystopia?
A Research on the Effective Use of AI Technologies by Public Officials in
Mevlut Hurol Mete, Ministry of Industry and Technology, Turkey
Ecem Buse Sevinỗ ầubuk, Adnan Menderes University, Turkey
This study examines the adoption and effective use of artificial intelligence (AI) technologies within Türkiye's Ministry of Industry and Technology (MoIT) Through a comprehensive literature review and field research, including interviews with public officials, it reveals the transformative potential of AI tools in enhancing public service delivery, efficiency, transparency, and citizen satisfaction However, significant challenges persist, such as low digital competencies among officials, data privacy issues, and the lack of institutional strategies for AI integration The research emphasizes the necessity for targeted training programs, strong legal frameworks, and strategic alignment to improve AI adoption A case study of the MoIT’s AI-based e-Market Surveillance and Inspection project illustrates AI's capability to modernize public services The findings aim to inform future research and practical initiatives in utilizing AI for public sector innovation in Türkiye and beyond.
Surveillance Technologies in Public Service Implications for Street- Level
Mehmet Metin Uzun, University of Exeter, UK
Mustafa Tanriverdi, Hacettepe University, Turkey
This chapter explores the use of AI-powered surveillance technologies by street-level bureaucrats, highlighting their impact on public services such as policing, urban management, border control, and public health It examines the opportunities and risks associated with these technologies, including power imbalances, privacy issues, and ethical challenges like algorithmic bias By analyzing specific use cases, the chapter illustrates how surveillance tools have transformed the roles of street-level bureaucrats, shifting them from traditional screen-level functions to engaging with street-level algorithms The findings aim to provide valuable insights for policymakers and street-level bureaucrats, promoting the responsible implementation of AI-driven surveillance in public services and open spaces.
Operationalization of Digital Technologies and Skills in Public Services: The Robots in Security Policies 219
Umut Pınarcı, Afyon Kocatepe University, Turkey
Volkan Gửỗoğlu, Afyon Kocatepe University, Turkey
This chapter examines the impact of robots on security processes within public safety, highlighting their influence on strategy and policy It presents two perspectives: first, robots as tools for enhancing public security, necessitating improved digital skills and adaptability among individuals; second, the potential for robots to replace human jobs, raising employment concerns By adopting a hybrid approach, the chapter discusses the evolution of robotic technology and its integration into public security policies It also features a case study comparing the United States, a leader in security robotics, with Türkiye, which offers a unique perspective due to its developmental differences and familiarity with the subject.
Navigating the Digital Wave Equipping Public Officials for Technology-
Benu Kesar, Symbiosis International University, India
Shaji Joseph, Symbiosis International University, India
This chapter highlights the essential role of digital competence in the public sector during ongoing digital transformation, emphasizing the need for a workforce skilled in specialized digital abilities Utilizing a mixed-methods approach, including a literature review and a case study of the National Informatics Centre (NIC) in India, the study contextualizes and validates strategies for enhancing digital skills To address existing gaps, the authors present the Digital Competency Matrix for Public Officials (DCMPO), a structured framework aimed at evaluating and improving the digital capabilities of public sector employees Based on a synthesis of foundational literature and case study insights, the matrix identifies key competency domains such as data literacy, technological agility, strategic communication, and proficiency in collaborative tools The DCMPO functions as both an evaluative instrument and a developmental guide, allowing public institutions to assess current skill levels and pinpoint specific areas for enhancement.
Normative Ethical Paradigms in Public Administrative Policies: Mitigating the Dimensions of Fiscal Aberrations in Service Sectors 281
Arjun J Nair, Chitkara University, India
Satish Rao A B., Manipal University, India
This chapter explores the ethical frameworks in public administrative policies aimed at addressing fiscal irregularities and vulnerability factors within service organizations It identifies key determinants of vulnerability such as opportunity, pressure, and rationalization, while emphasizing the role of ethical governance in building accountability and public trust The chapter outlines strategies for effective fraud prevention and response, highlighting the connection between ethical practices and operational effectiveness Additionally, it stresses the importance of collaboration among various stakeholders and the incorporation of sustainability practices to improve service delivery Through an in-depth analysis, the chapter advocates for a holistic approach that merges ethical principles with proactive vulnerability management in public administration.
Building Digital Competency for Financial Inclusion: The Transformative
Role of Fintech in Public Services 309
Akanksha Singh Fouzdar, GLA University, India
Ankit Saxena, GLA University, India
The rapid evolution of financial technology (Fintech) has revolutionized financial service delivery, enhancing access for underserved populations Financial inclusion aims to bridge income disparities through affordable financial solutions This chapter examines the intersection of digital competence and Fintech, highlighting how contactless payment, digital identification, and distributed ledger technologies enhance public service It discusses innovations in financial products and services while emphasizing the essential skills and competencies public officials need for effective implementation Ultimately, it provides actionable insights on integrating Fintech into public service frameworks, fostering an inclusive financial future for all.
A Research on the Use of Cloud Computing Technology in Local
Yağmur Can, Independent Researcher, Turkey
Elvettin Akman, Faculty of Economics and Administrative Sciences,
In today's digital age, cloud computing technology is increasingly embraced by both public and private sectors due to its numerous advantages and potential It is especially vital for local governments, which directly serve citizens, to stay updated on these technological advancements to enhance the efficiency of their service delivery processes.
This study outlines the conceptual framework of cloud computing technology, detailing its fundamental components and service models It explores the applications of cloud computing in local governments globally and specifically in Turkey, highlighting successful case studies and challenges faced Based on this analysis, the study offers public policy recommendations aimed at enhancing the effective use of cloud computing technologies by local governments in Turkey, ultimately to boost operational efficiency.
Digital Competencies in Disaster and Emergency Management: The Case of Yozgat Provincial Disaster and Emergency DIrectorate 351
Elvettin Akman, Süleyman Demirel University, Turkey
Duygu Aksu, Independent Researcher, Turkey
This study investigates the impact of digital transformation on disaster and emergency management, with a focus on the digital competencies of public officials at the Yozgat Provincial Disaster and Emergency Directorate Through semi-structured interviews, the research qualitatively analyzes how public officials utilize digital tools in their daily work, the skills necessary for adaptation to digital transformation, and the challenges they encounter The findings highlight the varying levels of digital skills among employees, their usage frequency of digital tools, and the obstacles faced during the transition to digital practices Based on these insights, the study proposes actionable strategies to enhance the implementation of digital transformation, ultimately aiming to improve the efficiency of disaster management practices.
Digital Transformation and the Romanian Public Sector: Evaluating
Victor Alexandru Briciu, Transilvania University of Brasov, Romania
Christian Gabriel Strempel, Transilvania University of Brasov, Romania Arabela Briciu, Transilvania University of Brasov, Romania
The rapid advancement of technology has significantly transformed personal and professional interactions, leading to a shift from traditional communication and service delivery methods to digital platforms that enhance efficiency and transparency This article examines the digital transformation within the Romanian public sector, particularly how central institutions leverage Facebook for communication It analyzes engagement strategies, citizen participation, and factors affecting follower growth using a mixed-methods approach that includes content analysis and regression modeling Preliminary findings indicate varying engagement levels among institutions and highlight the crucial role of shareable content The research emphasizes the necessity for a more coordinated and strategic online communication framework within the Romanian public sector to improve citizen engagement and service delivery in today's digital landscape.
Empowering Public Officials by Bridging the Digital Divide With Smart
Paarth Pareek, Kalinga Institute of Industrial Technology (KIIT), India Roshan Hajra, Kalinga Institute of Industrial Technology (KIIT), India Hitesh Mohapatra, Kalinga Institute of Industrial Technology (KIIT),
As cities progress towards the Smart City vision, the integration of IoT devices offers significant economic growth and operational efficiency, yet the discussions on social equity related to these technologies are often neglected This chapter explores how IoT can tackle critical challenges in smart city development, particularly by bridging the digital divide and empowering public officials It highlights the generational gap in technological literacy, stressing the importance of digital inclusion for older populations who may find new technologies challenging The methodology employed includes a thorough literature review, analysis of data from existing smart city initiatives, and expert interviews with policymakers.
This research offers a comprehensive analysis of real-world case studies and data-driven insights, emphasizing the critical role of IoT in promoting social equity The findings underscore the necessity of equipping public officials with essential digital skills and regulatory frameworks to guarantee that smart city services are accessible and equitable for every citizen.
Local Digital Transformation Studies in the Case of Konya Metropolitan
Gỹlseren Ergỹn, Sỹleyman Demirel ĩniversitesi, Turkey ầiğdem Akman, Sỹleyman Demirel ĩniversitesi, Turkey
This study investigates the effects of digital transformation on local governments, specifically focusing on the Konya Metropolitan Municipality in Türkiye It highlights how digitalisation has enhanced public administration efficiency and service delivery, evaluating the Municipality's digital transformation efforts and their benefits for municipal services and citizens Utilizing a literature review and case study methodology, the research incorporated surveys and interviews with municipal staff to gauge the effectiveness of digital services Findings indicate that the Municipality's digital transformation has led to improved service access, cost efficiency, and higher citizen satisfaction, although challenges remain, such as the need for more user-friendly digital platforms and infrastructural improvements To foster greater citizen engagement in digital services, the Municipality should enhance awareness-raising initiatives and implement upskilling and reskilling programs for its personnel.
The Key to Digital Transformation in Turkey's Public Sector: Digital
Pelin Babaoğlu, Isparta Uygulamalı Bilimler ĩniversitesi, Turkey
Didem Koca, Niğde ệmer Halisdemir ĩniversitesi, Turkey
This study explores the digital competencies essential for 21st-century public personnel, emphasizing their critical role in successful e-government initiatives It highlights policies aimed at enhancing digital skills among Turkey's labor force and public sector employees By establishing a conceptual framework for digital competencies, the research also provides a historical overview of Turkey's e-government evolution, ultimately proposing a comprehensive framework for policies and practices to foster digital competency development.
Building a Future- Ready Public Sector Cultural Shifts in Digital Governance 517
Abhijit Chandratreya, SCES's Indira Institute of Management, India
The rapid advancement of digital technologies is reshaping the public sector, necessitating a significant cultural shift to embrace digital transformation This chapter highlights the essential cultural changes required to promote innovation, agility, and citizen-focused service delivery, while also addressing the barriers to such changes within government organizations It offers strategies for fostering a digital-first mindset among public sector employees and analyzes case studies and best practices Ultimately, this comprehensive guide equips public sector leaders with the insights needed to drive cultural change and improve digital readiness, aligning organizational culture with the dynamic landscape of digital governance.
Digital Training Programs Offered at Universities for Public Employees in
Zehra Dursun, Erzincan Binali Yıldırım ĩniversitesi, Turkey
This study highlights the significance and efficacy of digital competency training programs for public employees in Turkey As digital technologies continue to advance rapidly, it is crucial for public sector workers to acquire and effectively utilize these skills The research emphasizes the role of university institutions in providing this essential training.
By highlighting the importance of digital training provided to staff at university institutions, this study will examine the training programs conducted in this area
Universities are essential in enhancing the engagement of younger generations with digital technologies and developing their digital skills for future success By implementing digital training, academic and administrative staff are equipped to support students in effectively utilizing digital tools Additionally, digital competency training programs are designed to help public employees improve their digital skills and increase their awareness of digital technology.
In today's rapidly evolving digital landscape, the role of public officials is crucial for effective public administration, as their digital competencies directly impact the efficiency and sustainability of public services Continuous upskilling and reskilling of civil servants are essential to meet new challenges and leverage emerging opportunities presented by advanced digital tools and technologies Public organizations must assess their workforce's existing skills, identify gaps, and implement targeted training programs to enhance their capabilities Understanding the current skill sets of employees and their contributions to the organization is vital, especially since not all public organizations possess the necessary infrastructure or expertise for advanced technologies like big data and cloud computing Prioritizing these areas is key to successfully navigating the ongoing digital transformation.
In the digital government era, public organizations must prioritize continuous learning and adaptability to thrive amidst rapidly evolving technologies It is essential to address current skill gaps while also preparing for emerging priorities such as Artificial Intelligence (AI), Machine Learning (ML), and Cybersecurity These critical fields are transforming public administration, necessitating immediate focus to equip public officials with the knowledge and skills needed to harness their potential responsibly and effectively.
This book explores the essential digital competencies required for professional roles in public service, focusing on the impact of digitalization It compiles case studies, theoretical insights, and practical strategies to cater to a wide audience, including training developers, public administrators, civil servants, research groups, advanced students in digital government, and prospective applicants for public administration positions.
This book serves as a vital resource for promoting dialogue and collaboration among stakeholders in the digital government ecosystem Through specific case studies and approaches, it aims to inspire innovative solutions, encourage further research, and enhance the digital competency of the public sector, ultimately enabling it to better serve society in the digital age.
Chapter 1: Public Services Digital Transformation with
Competency Strategies and Future Perspectives
This chapter explores the transformative impact of digital technologies on the public sector, highlighting the urgent need for public officials to develop specific digital competencies It discusses how the COVID-19 pandemic and global economic changes have accelerated digital transformation, presenting both challenges and opportunities Focusing on competency frameworks, the chapter outlines strategies to enhance the necessary skills for effective public service delivery in the digital era By examining the essential knowledge, skills, and attitudes required for this transition, the chapter offers actionable insights to promote digital readiness within the public sector.
Chapter 2: Advancing Digital Competencies in Public
Administration – Empowering Civil Servants in the Digital Age
This chapter examines the increasing reliance on advanced technologies—such as big data, cloud computing, and artificial intelligence—in public administration
The article emphasizes the critical need for civil servants to develop digital competencies, including data literacy, cybersecurity, and AI proficiency It references global initiatives like the Digital Skills and Jobs Coalition and national efforts such as Portugal's “Incode 2030” to advocate for strategic human resource development aimed at closing skill gaps Additionally, it addresses ethical and regulatory challenges related to AI, proposing solutions such as training programs, partnerships, and blended learning approaches Ultimately, the chapter outlines a roadmap for achieving sustainable digital transformation in governance.
Chapter 3: Development for Public Officials –
Adapting New Technologies in Public Services
As digital technologies reshape governance, public officials must cultivate skills in artificial intelligence, machine learning, blockchain, and cybersecurity This chapter explores how these innovations can improve transparency, efficiency, and citizen engagement, while also tackling ethical issues such as data privacy and algorithmic bias It presents a proactive outlook on how officials can navigate the challenges of an ever-evolving digital landscape.
Chapter 4: Digital Competencies – Weak Links in the Ramp- Up of Digital Public Services
This chapter critically analyzes digital readiness and its influence on labor market competitiveness, drawing from a national survey conducted in 2023 It highlights ongoing disparities in digital skills among older adults, rural communities, and those with lower educational backgrounds Notably, the chapter discusses unexpected improvements in digital readiness in smaller municipalities It advocates for targeted interventions to address these disparities, promoting equitable participation in the digital economy and enhancing public services.
Chapter 5: Artificial Intelligence (AI) and Digital
Competencies in the Public Sector
This chapter delves into the powerful integration of artificial intelligence and digital skills within the public sector By automating mundane tasks, AI allows public officials to concentrate on strategic goals, while data-driven decision-making enhances policy effectiveness Additionally, it highlights the potential of AI-powered tools like chatbots to improve service delivery and foster citizen engagement The chapter emphasizes the necessity of equipping public officials with the essential skills to utilize AI responsibly, thereby ensuring transparency and trust in public administration.
Chapter 6: AI- Based Chatbots as Civil
The chapter explores the dual nature of chatbots in public services, examining their potential for creating public value while also highlighting risks such as cyber centralization and ethical dilemmas It offers a balanced view on whether this technological advancement embodies a utopian ideal or a dystopian scenario, providing essential insights for policymakers involved in the integration of chatbots.
Chapter 7: A Research on the Effective Use of AI
Technologies by Public Officials in Türkiye
This chapter examines the strategic application of AI in Türkiye to improve public services by automating routine tasks and personalizing citizen experiences A survey of public officials reveals significant opportunities and challenges in adopting AI for governance The findings emphasize AI's potential to enhance service delivery, boost efficiency, and elevate citizen satisfaction, while also addressing the obstacles to its successful implementation.
Chapter 8: Surveillance Technologies in Public Service
– Implications for Street- Level Bureaucrats
This chapter explores the increasing implementation of AI-powered surveillance technologies in public services, focusing on their effects on policing, urban management, and public health It addresses the ethical dilemmas these tools present, such as privacy issues and algorithmic bias, while introducing the idea of “street-level surveillance.” By assessing various use cases, the chapter provides practical recommendations for the responsible integration of surveillance technologies in public services, ensuring the protection of citizen rights.
Chapter 9: Operationalization of Digital Technologies and
Skills in Public Services – The Robots in Security Policies