IMPROVING THE QUALITY OF PUBLIC SERVICES THROUGH OMBUDSMAN: AN EVALUATION OF THE ACTIVITIES OF THE OMBUDSMAN INSTITUTION

Hakan Asta

Makale detayları

IMPROVING THE QUALITY OF PUBLIC SERVICES THROUGH OMBUDSMAN: AN EVALUATION OF THE ACTIVITIES OF THE OMBUDSMAN INSTITUTION

Yazarlar:

Hakan Asta

Yayıncı:

Ankara University

Ana Başlıklar:

Kamu Yönetimi

Dergi:

Ankara Üniversitesi Sosyal Bilimler Dergisi Vol.16 Issue 2, pp.317-338

Belge Tipi:

Makale

Yayın Tarihi:

7/2025

Belge Dili:

Türkçe

Document ID (Org No.):

2001355857

pISSN:

2148-3434

Anahtar kelimeler:

Özet:

 The Ombudsman Institution of Turkey is a mechanism established to provide solutions to citizens issues related to public services and to support the functioning of public administration in line with the principles of transparency, accountability, and justice. Within the scope of this study, the activity reports of the Ombudsman Institution for the years 2021-2023 were analyzed, highlighting the institutions effectiveness in handling complaints and its functionality in these processes. The analysis focused on the distribution of applications by submission methods, demographic characteristics such as age and gender, topics of complaints, and regional and provincial distribution. E-applications were identified as the most common method of application, with a significant concentration of complaints coming from the Marmara, Central Anatolia, and Aegean regions. Additionally, public personnel regime, justice, and local administrations emerged as the most frequently complained about issues. In terms of decision types, amicable settlements and advisory decisions underscored the institutions reconciliatory mission, while a 74 compliance rate of administrations with advisory decisions enhanced the institutions impact. This study emphasizes the importance of the Ombudsman Institution in the citizens pursuit of rights and provides recommendations for improving service quality.

 The Ombudsman Institution of Turkey is a mechanism established to provide solutions to citizens issues related to public services and to support the functioning of public administration in line with the principles of transparency, accountability, and justice. Within the scope of this study, the activity reports of the Ombudsman Institution for the years 2021-2023 were analyzed, highlighting the institutions effectiveness in handling complaints and its functionality in these processes. The analysis focused on the distribution of applications by submission methods, demographic characteristics such as age and gender, topics of complaints, and regional and provincial distribution. E-applications were identified as the most common method of application, with a significant concentration of complaints coming from the Marmara, Central Anatolia, and Aegean regions. Additionally, public personnel regime, justice, and local administrations emerged as the most frequently complained about issues. In terms of decision types, amicable settlements and advisory decisions underscored the institutions reconciliatory mission, while a 74 compliance rate of administrations with advisory decisions enhanced the institutions impact. This study emphasizes the importance of the Ombudsman Institution in the citizens pursuit of rights and provides recommendations for improving service quality.

 The Ombudsman Institution of Turkey is a mechanism established to provide solutions to citizens issues related to public services and to support the functioning of public administration in line with the principles of transparency, accountability, and justice. Within the scope of this study, the activity reports of the Ombudsman Institution for the years 2021-2023 were analyzed, highlighting the institutions effectiveness in handling complaints and its functionality in these processes. The analysis focused on the distribution of applications by submission methods, demographic characteristics such as age and gender, topics of complaints, and regional and provincial distribution. E-applications were identified as the most common method of application, with a significant concentration of complaints coming from the Marmara, Central Anatolia, and Aegean regions. Additionally, public personnel regime, justice, and local administrations emerged as the most frequently complained about issues. In terms of decision types, amicable settlements and advisory decisions underscored the institutions reconciliatory mission, while a 74 compliance rate of administrations with advisory decisions enhanced the institutions impact. This study emphasizes the importance of the Ombudsman Institution in the citizens pursuit of rights and provides recommendations for improving service quality.

 Kamu Denetçiliği Kurumu, Türkiyede vatandaşların kamu hizmetleriyle ilgili yaşadığı sorunlara çözüm üretmek amacıyla kurulan ve idarenin şeffaflık, hesap verebilirlik ve adalet ilkeleri doğrultusunda işleyişini destekleyen bir mekanizmadır. Çalışma kapsamında Kamu Denetçiliği Kurumunun 2021-2023 yıllarına ait faaliyet raporları incelendiğinde, kurumun şikayetlere ilişkin etkinliği ve bu süreçlerdeki işlevselliği dikkat çekmektedir. İnceleme, başvuruların başvuru yöntemlerine, yaş ve cinsiyet gibi demografik özelliklere, şikâyet konularına, bölgelere ve illere göre dağılımına odaklanmıştır. E-başvuru, en yaygın başvuru yöntemi olurken; Marmara, İç Anadolu ve Ege bölgelerinden gelen başvuruların yoğunluğu dikkat çekmiştir. Ayrıca, kamu personel rejimi, adalet ve mahalli idareler en fazla şikâyet alan konular olmuştur. Karar türlerine bakıldığında, dostane çözüm ve tavsiye kararları, kurumun uzlaşmacı misyonunun altını çizerken; idarelerin tavsiye kararlarına 74 oranında uyum göstermesi kurumun etkisini artırmaktadır. Bu çalışma, Kamu Denetçiliği Kurumunun vatandaşların hak arama sürecindeki önemini vurgulamakta ve hizmet kalitesinin artırılmasına yönelik öneriler sunmaktadır.

Makale detayları

IMPROVING THE QUALITY OF PUBLIC SERVICES THROUGH OMBUDSMAN: AN EVALUATION OF THE ACTIVITIES OF THE OMBUDSMAN INSTITUTION

Yazarlar:

Hakan Asta

Yayıncı:

Ankara University

Ana Başlıklar:

Kamu Yönetimi

Dergi:

Ankara Üniversitesi Sosyal Bilimler Dergisi Vol.16 Issue 2, pp.317-338

Belge Tipi:

Makale

Yayın Tarihi:

7/2025

Belge Dili:

Türkçe

Document ID (Org No.):

2001355857

pISSN:

2148-3434

ombudsman

accountability

transparency

justiceombudsmanlık

hesap verebilirlik

şeffaflık

adalet

Sayı

Makale detayları

Yazarlar: Hakan Asta

Yayıncı: Ankara University

Ana Başlıklar: Kamu Yönetimi

Dergi: Ankara Üniversitesi Sosyal Bilimler Dergisi Vol.16 Issue 2, pp.317-338

Belge Tipi: Makale

Yayın Tarihi: 7/2025

Belge Dili: Türkçe

Document ID (Org No.): 2001355857

pISSN: 2148-3434

Sayı

Yazarlar:

Hakan Asta

Yayıncı:

Ankara University

Ana Başlıklar:

Kamu Yönetimi

Dergi:

Ankara Üniversitesi Sosyal Bilimler Dergisi Vol.16 Issue 2, pp.317-338

Belge Tipi:

Makale

Yayın Tarihi:

7/2025

Belge Dili:

Türkçe

Document ID (Org No.):

2001355857

pISSN:

2148-3434