Digital Rights and Public Access in Local Governments: An Analysis of Social Assistance Services of Konya Metropolitan Municipality

Abstract

The digitalization of public services can facilitate access; however, digital inequality and accessibility barriers may limit equal access. This study examines how the digitalization process in local governments affects access to public rights by focusing on the social assistance services of Konya Metropolitan Municipality (KMM). Methodologically, the research adopts a qualitative case study design combining thematic analysis of KMM’s activity reports (2020–2024) with technical accessibility screenings conducted via WAVE and Google Lighthouse in May 2024 based on WCAG 2.1 standards. Triangulation was achieved through the comparative evaluation of institutional documents and technical accessibility findings obtained from digital service platforms. The findings indicate that while KMM’s digital services demonstrate strengths such as transparency, informative content, and plain language use, accessibility limitations persist, including insufficient alternative text, inadequate color contrast, and limitations in mobile compatibility. Regarding participatory governance, the findings indicate that citizen participation remains primarily at the feedback level, with limited evidence that citizen input is systematically integrated into policy formulation. These issues may create barriers for elderly individuals, persons with disabilities, and residents of rural areas in accessing public services. Accordingly, KMM should strengthen proactive digital participation mechanisms while maintaining physical and mobile support channels as complementary components of an inclusive hybrid service model.