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

Sergi D., Uçal Sarı İ.

COMPLEX & INTELLIGENT SYSTEMS, vol.7, pp.841-856, 2021 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: 7
  • Publication Date: 2021
  • Doi Number: 10.1007/s40747-020-00239-z
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), INSPEC
  • Page Numbers: pp.841-856
  • Istanbul Technical University Affiliated: Yes


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.