e-Government Gateway is an online platform that provides digital services to citizens of the Republic, public institutions, and the private sector from a single point, quickly, securely, and seamlessly. The system, which was opened for access in 2008, has expanded its scope over time, integrating hundreds of public institutions and transferring thousands of public services to the digital environment. Considered the digital face of Türkiye, the e-Government Gateway aims to facilitate access to public services with its 7/24 service capability.
Türkiye's e-Government Gateway
The development of the e-Government Gateway has been shaped by various institutional and structural steps taken in line with Türkiye's digitization goals. The process began in 1993 with the establishment of the National Academic Network and Information Center (ULAKBİM) and was institutionalized in 2006 with the adoption of official decisions regarding the establishment and management of the e-Government Gateway. With the official opening of the gateway in 2008, digital service delivery began together, and in 2009, the Alo 160 Call Center and verification system were put into service. Over time, certificates that increased accessibility and user experience were obtained, and different verification methods such as mobile, e-signature, T.C. identity card, and internet banking were added.
In 2018, the management of e-Government services was transferred to the Directorate of the Presidency for Digital Transformation of the Republic of Türkiye, and the technical operation of the system was undertaken by Türksat A.Ş. From 2020 onwards, the system has been made more user-friendly with integrated services such as "My Tools," "Work Life," and "My Residence." In 2024, it ranked among the top 10 in the European Commission's e-Government Benchmarking report, demonstrating success on an international scale.
How Does it Work?
The e-Government Gateway is built on a system that allows users to benefit from public services from a single point. Access to the system is through one of the following methods: e-Government password, Mobile Signature, e-Signature, T.C. Identity Card, or internet banking. Users can only access their own information; no data other than user profile information is stored in the system. The requested information is obtained in real time from the database of the relevant public institution. Also, thanks to the single session system, users can perform transactions without re-registering on different public sites and make their payments through the same platform using the electronic payment system.
CB Digital Transformation Office - Everything About the e-Government Gateway
Most Used Services
Among the services accessed via the e-Government Gateway, Social Security Institution (SGK) registration and service statements, criminal record checks from the General Directorate of Security, General Directorate of Revenue Administration debt payment transactions, and Land Registry General Directorate land information inquiries are particularly prominent. Other frequently used services include "My Vehicles," "My Work Life," "My Military Service," "Document and Transcript Inquiry," "Social Aid Information," "Criminal Record Inquiry," and "Mobile Line Inquiry."
Institutional Service Areas
A very wide range of services is offered through the e-Government Gateway. These areas are:
- Justice: Case files and judicial proceedings
- Environment, Agriculture and Livestock: Environmental permits and agricultural activities
- Government and Legislation: Tenders, electorate, and regulations
- Education: Student documents, scholarship applications, exam results
- Security: Military and security procedures
- Jobs and Career: Job applications and company information
- Health: Appointment procedures, prescription and examination information
- Social Security and Insurance: Retirement, insurance, and aid information
- Transportation and Traffic: Vehicle, parking, penalty, and transportation procedures
- Tax, Fees and Penalties: Payment and debt inquiry procedures
- Telecommunications: Mobile lines and communication services
- Complaints and Access to Information: Applications and complaints to public institutions
Local Government Services: The e-Government Gateway also provides integration with local governments, giving citizens access to the digital transactions of municipalities and affiliated service units in the cities where they live. 523 municipalities and 30 local service institutions in 81 provinces across Türkiye are integrated into the platform. Users can view the services offered in their province through special sections such as "What's in My City?" Newly added municipalities (e.g., Bozkır, Gölköy) are listed according to the number of e-services.
Institutional Services and Other Portals: The e-Government platform encompasses not only public services but also portals of universities, companies, and other public institutions. Users can access these platforms directly with verified identities by selecting the relevant portal from the "Institution and Portal Selection" area.
Document Management and Verification: Users can create barcoded official documents for use in various transactions and verify the authenticity of these documents through the system. The authenticity of documents created with the Electronic Document System (EBYS) can be verified through the e-Government Gateway.
Newly Added Services: New services are regularly added to the system. For example, higher education institutions such as Adana Alparslan Türkeş Science and Technology University have been added to the "Career Gateway - Public Recruitment" portal. Advanced transactions such as the Social Security Institution's enforcement proceedings and e-services; the Ministry of National Education's special education service schedule verification service; and new services such as the Land Registry's "Land Inquiry in My Child's Name" have been added to the platform recently.
User Satisfaction and Accessibility: The e-Government Gateway has gained the trust of citizens by receiving high scores in public satisfaction surveys. The 2020 satisfaction rate was recorded as 95%. Thanks to the platform's mobile application, services can be accessed from anywhere, and users are regularly informed via social media and the main page.
e-Government Concept: e-Government refers to the digital model that expresses the provision of public services electronically to citizens, the business world, and public institutions through information and communication technologies (ICT). This model is not only a technological transformation but also encompasses the redesign of the way public services are provided, the public-citizen relationship, and public administration within the framework of principles such as transparency, accountability, and participation.
Definitions and Scope
The concept of e-government has been defined in different dimensions in the literature. According to Layne and Lee (2001), e-government is the realization of governments' communication with citizens and other stakeholders through web-based technologies. Fang (2002) defines this concept not only as service delivery but also as a model that increases opportunities for democratic participation. According to Heeks (2003), e-government is the systematic use of ICT to increase efficiency in public services. Şahin (2008) defines e-government as a model based on the restructuring of public services.
In terms of application, the e-government model covers the service areas of "government-to-citizen (G2C)", "government-to-business (G2B)", and "government-to-government (G2G)". The ability to provide services 7/24, making access to public services faster and cheaper, and increasing citizen satisfaction are among the important gains of this system.
Comparison with Traditional Government Understanding
In the traditional public administration model, hierarchical structure, paper-based transaction processes, limited communication, and physical dependence are prominent, while the e-government model is based on digitization, multifaceted and horizontal communication, continuous access, data-driven management, and an active citizen approach. In this context, the government's understanding of service delivery has also changed significantly.
e-Government and Bureaucracy Relationship
Effect on Bureaucratic Structure
E-government has paved the way for the transformation of the classic "Weberian" bureaucratic model in public administration. With this transformation, vertical hierarchical and document-based systems have given way to horizontal organization, information sharing, electronic data updating, and a citizen-centric service approach.
The traditional government model relies on passive citizens and paper-based communication; e-government is characterized by an active customer-citizen model and electronic communication. With the widespread adoption of e-government:
- Stationery costs have decreased,
- Service times have shortened,
- Archiving has been simplified,
- Transaction costs have decreased.
It is stated that the Ministry of Justice saved approximately 1.6 billion TL with the UYAP system, and the Revenue Administration saved 218 million TL with e-declaration and e-invoice applications.
Transformation of Bureaucratic Perception
The spread of e-government has also led to a misconception in public opinion that it has "eliminated bureaucracy." However, e-government does not eliminate bureaucracy, but rather changes its form. This new structure is called e-bureaucracy.
Criticisms and Problems Regarding e-Government Applications
Although e-government applications have made revolutionary improvements in public services, they have been subject to some criticisms due to technical, structural, and cultural problems encountered in practice. These problems limit the effectiveness of e-government and can hinder the transformation process.
1. Infrastructure Deficiencies
As in many countries, in Türkiye, in the early stages of e-government, there were technical shortcomings such as internet infrastructure, hardware investments, and server capacity. In addition, limited internet access in rural areas has hindered equal access to services.
2. Skilled Human Resources Problem
For the operation and sustainability of e-government systems, personnel trained in information technologies are of great importance. However, the inadequacy of trained personnel in this field in public institutions, the resistance of existing employees to digital transformation, and their inability to adapt to change are significant problem areas.
3. Legal and Institutional Deficiencies
The effective implementation of e-government applications depends on a sound legal basis and up-to-date legislation. However, in some cases, legal regulations on data sharing, digital signatures, and electronic notifications are insufficient, which restricts the spread and efficiency of applications.
4. Cognitive and Cultural Deficiencies
The success of e-government depends not only on technical infrastructure but also on the digital literacy level of citizens. The fact that a large segment of the population does not know how to use technology, feels insecure about the system, or finds online transactions complicated can render the applications dysfunctional.
5. Social Inequalities and the Digital Divide
While e-government aims to provide public services on a fundamental level, existing inequalities in access to the internet and technology pose a serious obstacle to this ideal. In particular, the elderly, low-income groups, those living in rural areas, and people with disabilities are at risk of being excluded from the system.
