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Mobile Government in Turkey: Investigating Critical Success Factors, Drivers and Barriers a Thesis Submitted to the Graduate

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Mobile Government in Turkey: Investigating Critical Success Factors, Drivers and Barriers a Thesis Submitted to the Graduate MOBILE GOVERNMENT IN TURKEY: INVESTIGATING CRITICAL SUCCESS FACTORS, DRIVERS AND BARRIERS A THESIS SUBMITTED TO THE GRADUATE SCHOOL OF INFORMATICS OF THE MIDDLE EAST TECHNICAL UNIVERSITY BY ANIL ÜSTÜN IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF SCIENCE IN THE DEPARTMENT OF INFORMATION SYSTEMS SEPTEMBER 2007 Approval of the Graduate School of Informatics _____________________________ Prof. Dr. Nazife Baykal Director I certify that this thesis satisfies all the requirements as a thesis for the degree of Master of Science. _____________________________ Assoc. Prof. Dr. Yasemin Yardımcı Head of Department This is to certify that we have read this thesis and that in our opinion it is fully adequate, in scope and quality, as a thesis for the degree of Master of Science. __________________ Prof. Dr. Ali Yazıcı Dr. Ali Arifoğlu Co-Supervisor Supervisor Examining Committee Members Dr. Alptekin Temizel (METU, WBL) _____________________ Dr. Ali Arifoğlu (METU, IS) _____________________ Prof. Dr. Ali Yazıcı (TOBB-ETU, CENG) _____________________ Assoc. Prof. Dr. Yasemin Yardımcı (METU, IS) _____________________ Prof. Dr. İbrahim Akman (ATILIM, CENG) _____________________ I hereby declare that all information in this document has been obtained and presented in accordance with academic rules and ethical conduct. I also declare that, as required by these rules and conduct, I have fully cited and referenced all material and results that are not original to this work. Name, Last name: Anıl Üstün Signature : _________________ iii ABSTRACT MOBILE GOVERNMENT IN TURKEY: INVESTIGATING THE CRITICAL SUCCESS FACTORS, DRIVERS AND BARRIERS Üstün, Anıl M.S., Department of Information Systems Supervisor: Dr. Ali Arifoğlu Co-Supervisor: Prof. Dr. Ali Yazıcı September 2007, 129 pages The number of mobile phone users in Turkey has already exceeded the number of households with the internet access. The presence of technologies which allowed more bandwidth and access from almost everywhere such as UMTS, Wi-Fi, or Wi-Max is putting a pressure on governments to enter into a new direction: m-government. As mobile phone penetration increases, its presence in the public sector is increasingly being viewed as inevitable. iv In this thesis, a strategic action plan model for the developing countries to achieve success in the development of m-government will be constructed. Meanwhile, critical success factors for Turkey are to be identified by a comparison of selected country cases. Moreoever, drivers and barriers for mobile government in Turkey and the affects of the demographic factors are examined by using the One-Way ANOVA and Pearson Chi-Square tests. Keywords: Mobility, M-Government, Wireless Mobile Technologies, Critical Success Factors v ÖZ TÜRKİYE’DE MOBİL DEVLET: KRİTİK BAŞARI FAKTÖRLERİ, YÖNLENDİRİCİLER VE ENGELLERİN ARAŞTIRILMASI Üstün, Anıl Yüksek Lisans, Bilişim Sistemleri Bölümü Tez Danışmanı: Dr. Ali Arifoğlu Yardımcı Tez Danışmanı: Prof. Dr. Ali Yazıcı Eylül 2007, 129 sayfa Türkiye’de cep telefonu kullanıcılarının sayısı internet erişimine sahip hane sayısını çoktan aşmıştır. UMTS, Wi-Fi, veya WiMax gibi hemen her yerden daha çok bant genişliği ve erişim sağlayan teknolojilerin varlığı hükümetlere yeni bir düzene geçmeleri için baskı yapmaktadır: m-devlet. Cep telefonu kullanımı arttıkça, m- devletin varlığı kamu sektörü açısından gittikçe kaçınılmaz görünmektedir. vi Bu araştırmada, gelişmekte olan ülkelerin m-devlet gelişiminde başarı kazanmalarına yönelik bir stratejik hareket plan modeli oluşturulacaktır. Aynı zamanda, seçilmiş ülke vakaları karşılaştırılarak, Türkiye için kritik başarı faktörleri saptanacaktır. Ayrıca, Tek-Yönlü ANOVA ve Pearson Ki-Kare testleri uygulanarak, Türkiye’de m-devlet açısından yönlendiriciler, engeller, ve demografik faktörlerin etkileri incelenecektir. Anahtar Sözcükler: Mobilite, M-Devlet, Kablosuz Mobil Teknolojiler, Kritik Başarı Faktörleri vii ACKNOWLEDGEMENTS I would like to thank my supervisor Dr. Ali Arifoğlu and co-supervisor Prof. Dr. Ali Yazıcı for their help, guidance and insight throughout the research. I would also like to thank Prof. Dr. İbrahim Akman for his valuable support and constructive criticism. Throughout my studies, all my friends helped me in one way or another and provided support with their invaluable friendship. Special thanks to Deniz Uzun, without her patience, encouragement, support and valuable comments, I would not have completed this thesis. She deserves more than a simple “thank you”. Finally I wish to thank my mother, for her love, support, understanding, and faith in me. viii TABLE OF CONTENTS ABSTRACT................................................................................................................. iv ÖZ................................................................................................................................. vi ACKNOWLEDGEMENTS ....................................................................................... viii TABLE OF CONTENTS............................................................................................. ix LIST OF TABLES ..................................................................................................... xiii LIST OF FIGURES.................................................................................................... xiv LIST OF ABBREVIATIONS ..................................................................................... xv CHAPTER 1. INTRODUCTION..................................................................................................... 1 1.1 Overview ............................................................................................................. 1 1.1.1 e-Government and m-Government ............................................................... 1 1.1.2 Investigating Mobility .................................................................................. 2 1.2 Problem Statement .............................................................................................. 4 1.3 Motivation ........................................................................................................... 5 1.4 Thesis Structure................................................................................................... 7 2. REVIEW OF LITERATURE.................................................................................... 9 2.1 The Conceptual Context for m-Government....................................................... 9 2.1.1 Understanding m-Government..................................................................... 9 2.1.2 The transition from e-government to m-government................................. 10 2.1.3 M-Government and Its Differentiating Characteristics.............................. 11 2.1.4 The Impact of Mobile Government on the Internal Organization ............. 12 2.1.5 Soft Success Factors for M-Government .................................................. 15 ix 2.2 m-Government Projects and Business Models.................................................. 17 2.2.1 Projects APNEE and APNEE-TU.............................................................. 17 2.2.2 USE-ME.GOV ........................................................................................... 17 2.2.3 Value Chains for Multi-Channel Services Model...................................... 18 2.2.4 PPP Business Model................................................................................... 20 2.2.5 Mobile Government Response Model........................................................ 25 2.3 m-Government Technology, Architecture and Trends ..................................... 27 2.3.1 Wireless/Mobile Technology Trends......................................................... 27 2.3.2 Characteristics of Mobile Technology ....................................................... 29 2.3.3 Main Types of Wireless Technology ......................................................... 31 2.3.4 Introduction to m-Government Infrastructure............................................ 34 2.3.5 Security for m-Government ....................................................................... 39 2.3.6 Spectrum Management Policies and Practices........................................... 42 2.4 m-Government Applications............................................................................. 43 2.4.1 Applying Wireless/Mobile Technology to Government............................ 43 2.4.2 Types of m-Government Applications....................................................... 44 2.4.3 Recent m-Government Applications in Turkey ......................................... 49 3. COUNTRY CASE STUDIES................................................................................. 52 3.1 Introduction ....................................................................................................... 52 3.2 Turkey ............................................................................................................... 53 3.2.1 e-Readiness................................................................................................. 53 3.2.2 The Telecommunications Market & Telephony ........................................ 54 3.2.3 Internet ....................................................................................................... 57 3.2.4 VoIP ........................................................................................................... 57 3.2.5 Summing Up / Conclusions.......................................................................
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