Page 79 - 2022-ingilizce-Yillik-Rapor-baski-son

THE OMBUDSMAN INSTITUTION OF THE REPUBLIC OF TÜRKİYE

5. FACILITATING ACCESS TO THE RIGHT TO LODGE A
COMPLAINT AND INCREASING EFFICIENCY

Necessary work was carried out in 2022 in line with the strategies determined by the
Ombudsman Institution in order to facilitate access to the right to lodge a complaint,
increase efficiency, and to increase the accessibility of applicants to the Institution. The
process was supported by the improvements made in the e-application system and the
mechanisms to guide the applicants. In addition, the human resources strategy for
the realization of the Institution's vision was put into practice, and the Institution's
personnel were strengthened.

5.1 ACTIVITIES IN THE FIELD OF INFORMATION PROCESSING
INFRASTRUCTURE OF THE OMBUDSMAN INSTITUTION

➢ The following arrangements have been made in the Complaint Management System
in line with the needs analysis of the Institution and the requests from the personnel
of the Ombudsman Institution:

❖ The process of developing an automatic decision writing system using artificial
intelligence methods is in progress.

❖ The development of screens that will enable citizens to see the possible decision
during e-Application process by using artificial intelligence methods is in
progress.

❖ The application form on the website of the Ombudsman Institution has been
updated.

❖ The process of creating a user-friendly structure by developing the department
and authorization screens is in progress.
❖ A separate server for OCR processes was created, its software was completed, and
it is in service. Scanning processes are in progress.
❖ The development of the statistical data bank for application and decision
statistics has been completed, and the process of uploading decisions to the
system at certain periods is in progress.
❖ Completion of the integration and infrastructure works to the UETS (National
Electronic Notification System) e-notification system is in progress.
❖ Transition to EYP 2.0 (e-Correspondence Package) infrastructure in the
e-signature system has been completed.

❖ Development process is continuing within the scope of individual decisions in
merging decisions and the reflection of these transactions in statistics.

78 2022 ANNUAL REPORT