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

Abstract

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.

Fuzzy Multi-Criteria Decision-Making Approach for Online Food Delivery (OFD) Companies Evaluation and Selection: A Case Study in Vietnam

“…FAHP approaches also differ in terms of the fuzzy extension used in the determination of linguistic statements. The fuzzy linguistic terms can be translated into various kinds of scaling: triangular fuzzy numbers [21,25,27,29], trapezoidal fuzzy sets [30,31], intuitionistic fuzzy sets [32,33], fuzzy Z-numbers [10,34], type-2 fuzzy sets [35,36], and spherical fuzzy numbers [37,38], to list a few.…”

“…Zavadskas et al [41] utilized a multi-attribute assessment using WASPAS for choosing an optimal indoor environment, suggesting that the method can used for the assessment of alternatives and their evaluation according to the optimal alternative. In the literature, instead of the classic MCDM methods, a hybrid approach which consists of Fuzzy AHP-WASPAS methodologies is also applied in various study [10,[42][43][44].…”

“…All of these benefits make AHP more applicable than other approaches in a variety of situations. Additionally, fuzzy set theory is involved in the AHP to handle the uncertainties and vagueness that exist extensively in the experts' judgment, which are characterized by linguistic variables [10]. In this way, the ideas of the experts were turned to triangular fuzzy numbers to obtain more viable results and weights, which were then normalized, weighted, and completed the weighted normalized fuzzy decision matrix.…”

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“…MCDM methods are used to solve complex decision-making issues in various areas. They are also adopted in issues related to Industry 4.0 and the digitization of economies and societies [56][57][58][59][60][61][62] (Table 3). However, so far these methods have not been used to assess the digital maturity of enterprises.…”

“…Step method (STEM) [60] Prioritization of public services for digitalization Fuzzy Z-AHP Z-WASPAS [61] https://doi.org/10.1371/journal.pone.0253965.t003…”