Abstract:

The wave of rapid change and transformation in the field of information and communication technologies has brought mobile technologies to the fore as never before. Mobile devices with a higher ownership rate compared to other technological devices; has opened new communication channels such as call centers, instant messaging applications and mobile applications between citizens and local governments, especially in the post-millennium era. Considering the access and usage rates on a global scale, mobile technologies offer a serious opportunity to reach a large number of citizens/customers. M-State and M-Municipality works, which have some advantages such as better service delivery at lower costs in the public sector, providing institutional capacity within the framework of efficiency, accountability, transparency, sensitivity, responsiveness and feedback principles, are causing a new wave of democratization today. With the study, it is aimed to determine the usage style and level of mobile technologies of metropolitan municipalities, which are considered to be relatively strong in institutional and financial terms. In this context, instant messaging applications, mobile services offered through call centers and mobile applications developed in a wide variety of topics that have been conducted by Metropolitan municipalities in Türkiye as an M-state or M-municipality tool are examined by web harvesting method. As a result, it is determined that mobile applications and call center services are actively used by these metropolitan municipalities, but instant messaging programs (WhatsApp and Telegram) are not used very actively and efficiently in general.

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