Hanife Gülin DİZER, Expert, Digital Transformation Office (DTO) of the Presidency of Turkey

1. How do you use technology/policy to improve citizens’ lives? Tell us about your role or organisation. 

Working as a specialist at the Digital Transformation Office offers the opportunity to bridge technology with societal transformation. My work primarily focuses on digital inclusion, digital participation, and user-centric service design and delivery.  

As a member of the team developing the new National Digital Government Strategy, I am motivated every day by the mission to be part of Türkiye's digital transformation journey and to ensure equal and easy access to the digital world for everyone. 

For me, technology is not just a tool but one of the most effective ways to benefit society. Being diagnosed with Stargardt disease at the age of 18 taught me to see technology as a necessity for accessibility.  

While my field of vision narrowed, my perspective on technology broadened. Today, as a 39-year-old woman working in digital transformation, the aspiration to make the digital world accessible for everyone is not just a professional goal but also a personal responsibility and a life mission. 

I believe that digital services must not only be technically robust but also designed to meet the diverse needs of all users. That’s why in every project, I ask myself: ‘Does this solution truly make people’s lives easier?’ It is this pursuit of meaningful solutions that gives technology its true purpose. 

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2. What was the most impactful project you worked on this year? 

One of the most impactful projects I worked on in 2024 was conducting research and preliminary studies to make the national e-Government portal more accessible.  

I discovered that individuals born with hearing impairments may also face challenges with reading, and that innovative technologies supported by AI, such as converting text to sign language, have immense potential to address this issue.  

To explore how such solutions could be implemented in Türkiye, I researched both domestic companies working in this field and global examples.  

Although no concrete project has been implemented yet, these preliminary efforts have laid an important foundation for future developments in accessibility and further strengthened my goal of providing more inclusive digital services for citizens. 

2024 was also a significant year for my research on digital participation. Enabling citizens to actively participate in the design and development processes of digital services is crucial to ensuring these services meet real needs.  

In this context, I examined digital participation models applied in different countries and explored how these approaches could be implemented in Türkiye, particularly within the scope of the new Digital Government Strategy.  

Integrating participation effectively into digital government strategies and services not only enhances the relevance of these services but also builds citizens' trust and acceptance of them. 

3. What was one unexpected learning from 2024? 

The most unexpected thing I learned in 2024 was that the impact of AI on the public sector and digital transformation was far deeper and more comprehensive than I had initially thought.  

Observing how AI could transform areas like service delivery and accessibility brought a significant realization that has shaped my professional work. 

One of the discoveries that excited me the most this year was realizing the potential to enhance my coding skills through AI.  

Although I don’t have extensive experience in software development, I had some foundational knowledge, such as VBA, and took Python courses during my PhD studies, which allowed me to take my first steps into this field.  

The generative tools provided by AI have encouraged and excited me by showing how I can advance in areas like coding, as well as generating images and videos. 

This journey reminded me once again that no matter how powerful technology becomes, the human factor is irreplaceable. Empathy, ethics, and creative thinking—uniquely human abilities—are the foundation for using AI as a tool to benefit society.  

This year, I realized that AI is not only a tool for delivering innovative solutions but also a technology that can support and enhance individuals’ skills. In the future, I aim to leverage this potential for more creative and inclusive projects. 

4. What’s a tool or technique you’re excited to explore in 2025? 

In 2025, I am eager to explore AI-powered accessibility tools and user-centered design solutions.

While international standards like WCAG provide significant guidance in the field of digital accessibility, many websites and service delivery platforms unfortunately struggle to comply with these standards.  

One of my greatest aspirations is to work on AI-driven tools and methods to enhance compliance with accessibility standards, the focus area of my PhD thesis. 

In 2024, discovering the generative capabilities of AI and taking my first steps in this field became a major source of motivation for me. In 2025, I aim to build on this knowledge and experience by working on innovative projects that will improve compliance with digital accessibility standards and enhance user experience.  

Combining AI with human needs to create inclusive solutions for all segments of society forms the cornerstone of my vision to build a more accessible and inclusive digital world in the future. 

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5. Everybody’s talking about AI today – give us your hot take on AI and what it means for the public sector.

AI is the talk of the town today, and I have a few things to say about it too. I see AI not as a 'scary technology that will replace humans' but as a tool that simplifies tasks, supports creativity, and enhances efficiency.  

The use of AI in the public sector offers a great opportunity to make services more accessible and effective. However, to fully seize this opportunity, we must not forget the principles of ethical and responsible use. 

AI holds tremendous potential in areas like data analysis and user-centered service design within public services.  

In the collaborative projects we undertake, bringing together diverse perspectives and areas of expertise enables us to create more innovative and effective solutions. AI should be considered a 'teammate' in this process; when guided correctly and combined with human skills, it can truly create value. 

On a personal level, AI has greatly excited me with its contributions to my learning and skill development. It has allowed me to discover new tools and methods, which has given me both courage and motivation.  

Using AI correctly in the public sector can make services more participatory and efficient. When used responsibly, AI can not only transform public service delivery but also provide more inclusive and impactful solutions for society. 

6. What are your priorities for 2025? 

My priorities for 2025 are to take concrete steps in digital transformation to create tangible benefits for society. One of my biggest goals is to develop solutions that will make digital inclusivity and accessibility standards more widespread and effective.  

My ultimate aspiration is to participate in digital transformation initiatives where I can keep digital accessibility at the center of both my academic and professional life. 

Additionally, I aim to enhance citizens' access to digital services in a more participatory and inclusive way. By centering user feedback in the process, I plan to improve the quality of digital services in 2025. Enabling every individual to see themselves as an equal participant in the digital world is one of my dreams. 

Lastly, I intend to further develop my skills in AI and data analysis, using these tools more effectively in public services. My goal is to position AI not just as a technology, but as a tool that improves people's lives and benefits all segments of society. 

7. What advice do you have for public sector innovators? 

My biggest advice to public sector innovators is to always 'think user-centered.' It may sound like a cliché, but this is truly where the essence lies. No matter how advanced the technology is, if it doesn’t meet users' needs, it has no real value.  

Sometimes, understanding people’s experiences can start with something as simple as saying, 'Let’s have a coffee and talk.' Even small gestures like this can make a big difference. 

The public sector often tests your patience—we all know that. But it’s crucial to stay flexible and explore alternative paths when needed. There are times when projects slow down so much that you think, 'This will never be finished.'  

Yet, in those moments, it’s important to remember that even small steps can lead to meaningful progress. 

This is where I’d like to emphasise the importance of a multidisciplinary approach. Having worked in the public sector for over 10 years in the field of digital transformation, I have collaborated on numerous projects with experts from various disciplines in my role as a policy specialist focused on strategy and business layers.  

Our teams have included engineers, software developers, and designers, among others, while my academic background in business and strategy has allowed me to contribute significantly, particularly in user-centered design and strategic planning.

Bringing together diverse perspectives is a tremendous advantage for producing innovative and effective solutions. One of the most exciting aspects of working in the public sector is combining this diversity to serve a larger vision. 

Finally, explore and embrace AI, but don’t forget to remain human-centered while pursuing its possibilities. AI is a fantastic tool—it accelerates processes and makes workflows more efficient.  

However, it’s essential to use this technology alongside principles of ethics and social responsibility. When used wisely, AI becomes one of our best teammates; when misused, it can quickly turn into a complex web of challenges to solve.

In summary, seeing technology as a tool that serves human needs is the key to creating sustainable and impactful solutions in the public sector. 

8. Who inspires you today? 

Today, what inspires me the most are people who take small but meaningful steps while chasing big goals. Those who see technology and innovation not just as tools but as opportunities to create real benefits for society are my greatest sources of motivation.  

I am deeply moved by individuals who overcome obstacles, never give up on their passions, create innovative solutions that make people’s lives easier, and think about details no one else considers. 

Additionally, I draw inspiration from those who fight to develop projects that include every segment of society and place empathy at the core of their work. These individuals can be scientists, teachers, or even someone quietly supporting others behind the scenes.  

I find my inspiration in the meaningful work they do. Their stories keep me going, even when I feel tired, and fuel my desire to push a little further. In the end, it’s not about making grand statements but about taking small, determined steps that truly make a difference. 

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