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 resp...

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Bibliographic Details
Published in:Complex & intelligent systems 2021-04, Vol.7 (2), p.841-856
Main Authors: Sergi, Duygu, Ucal Sari, Irem
Format: Article
Language:English
Subjects:
Complexity
Computational Intelligence
Cost analysis
Criteria
Data Structures and Information Theory
Decision analysis
Digitization
Engineering
Health care
Information services
Original Article
Public services
Public transportation
Waste disposal
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Summary: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.
ISSN:2199-4536
2198-6053
DOI:10.1007/s40747-020-00239-z