Abstract
This chapter analyses and assesses the approach to user-driven and proactive service design and delivery in Türkiye using pillars 1 and 2 of the OECD’s Framework for Service Design and Delivery. The first section of the chapter considers the context of representative and organisational politics, the legacy of channels, technology and infrastructure, and societal and geographic factors. The second section considers the philosophy for service design and delivery through leadership and establishing multi-disciplinary teams that work across organisational boundaries as well as the behaviours associated with understanding whole problems, designing end-to-end experiences, involving the public and delivering in an agile way. Finally, the chapter concludes by considering how service design and delivery practices supported the government response to the COVID-19 pandemic.
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