Abstract:

This study, structured into three sections, aims to examine municipal public services within the framework of good governance principles based on the decisions of the Ombudsman Institution (KDKs). After the first section explaining the activities of municipalities, as defined by the Constitution and laws and constitute public services, the meaning of good governance principles in the World and in Türkiye are explained. The final section includes a qualitative analysis. In this study, covering the years 2019-2023, a total of 362 decisions related to municipal services issued by the KDK were analyzed using the qualitative data analysis program called Maxqda Analytics Pro 2022. It has been observed that citizens primarily apply to the KDK regarding tax/payments, building registration/licenses, water, urban planning, roads, and infrastructure, among other subjects. It has been revealed that the overall compliance rate of administrations with good governance principles is higher than the non-compliance rate in the decisions issued based on these appeals. Additionally, administrations have largely adhered to principles such as "timely decision-making," "accountability," "transparency," "prompt notification of decisions," "reasoned decisions," and "compliance with laws." The weakest principle observed among administrations is the principle of "indication of avenues and deadlines for appeal against decisions." It has been determined that non-legally based values of good governance, such as honesty, courtesy, and adherence to justified expectations, are not followed.

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