Prioritization of public services for digitalization using fuzzy Z-AHP and fuzzy Z-WASPAS

In this paper, public services are analyzed for implementations of Industry 4.0 tools to satisfy citizen expectations. To be able to prioritize public services for digitalization, fuzzy Z-AHP and fuzzy Z-WASPAS are used in the analysis. The decision criteria are determined as reduced cost, fast response, ease of accessibility, reduced service times, increase in the available information and increased quality. After obtaining criteria weights using fuzzy Z-AHP, health care services, waste disposal department, public transportation, information services, social care services, and citizen complaints resolution centers are compared using fuzzy Z-WASPAS that is proposed for the first time in this paper. Results show that health care services have dominant importance for the digitalization among public services.

Automated summary

This paper analyzes the implementation of Industry 4.0 tools in public services to meet citizen expectations, using fuzzy Z-AHP and fuzzy Z-WASPAS methods. The results indicate that healthcare services have dominant importance for digitalization among public services.