The innovative feature of this service is that it has a dynamic and personalized structure and offers services belonging to different sectors and institutions by integrating them with a focus on resident addresses. Establishing such a dynamic structure at the e-Gov Gateway with more than 60 million users and 94% penetration rate constitutes the most critical innovation feature. The biggest challenge was to ensure effective and agile inter-institutional coordination, because the whole process is proactive in nature. Especially for My Residence, both technical and administrative alignment must be perfect.

In the operation of My Residence service, data returned from many services is displayed on a single personalized screen, and after the user selects the service for which he/she wants detailed information, he/she is directed to the relevant service. Thanks to the breadcrumb mechanism built in the front-end infrastructure, the user can return to the main screen with a single click.

The distributed nature of the single supply adopted in traditional service delivery made it difficult to receive services. By turning this challenge into an opportunity, the existing service delivery structure has evolved into an integrated and personalized service delivery model for address based services under the title of "My Residence". Many components of all address-based services, including their business processes, were reviewed and ideas for integrated service delivery were generated.

For the services selected for integration, these ideas were further matured into a project proposal and implemented according to a timetable. For My Residence, service loads can be analyzed by instant monitoring in detail. In addition, feedback from citizens on the service is received through online surveys and requested improvements are prioritized. This project has provided a library of lessons learned to facilitate other integrated and personalized services to be developed.

In the process, with the help of the online surveys conducted through the e-Government Gateway, a stock taking of feedbacks from citizens, business developers, central and local institutions and public enterprises is accomplished. Information was collected from citizens and business developers on which service they would like to see delivered and how, and from institutions on the capabilities and work steps of the address-based services. Maximum support was received from each group.

My Residence integrated service has received great appreciation from citizens since its launch and its level of use is increasing every day. Thanks to this service, the singular services offered by institutions became more visible and recognized by the users. Thus, service providers, whether central or local, have become more committed and motivated to interoperability and integrated service delivery.

• Service providers save on the number of staff and other public resources required to prepare the documents requested by users and to finalize their applications.
• In the first 10 months of year 2022, "My Residence” service was used for 9.831.571 times.
• In the first 10 months of 2022, the number of "notification of change of address " service transactions amounted to approximately 12.3 million.
• By offering the service through the e-Government Gateway, applicants saved approximately 56.4 million USD in application costs and 24.7 million hours of time.
• In the first 10 months of 2022, the number of transactions for "obtaining a residence certificate with barcode" was approximately 61.9 million. By offering the service through the e-Government Gateway, applicants saved approximately 279.5 million USD in application costs and 123.8 million hours of time.
• The 3 most used modules within the My Residence are Subscription Services, Debt Inquiry Services and Institutional Services.

My Residence service requires seamless cohesion, both technically and administratively. The biggest challenge was to ensure effective and agile inter-agency coordination. To achieve this coordination, each service of the separate agencies was analyzed for their integration capabilities. The challenge was turned into an opportunity and the existing service delivery structure was transformed into an integrated and personalized service delivery model for address-based services under "My Residence" service. The coordination process required a great deal of effort and efficient use of human resources. While the services were provided by different organizations, each organization's IT staff would step in when there was an access problem. However, after integration, any access problem can be detected directly via e-Government and intervened without wasting time.

• Supporting IT infrastructures
• Interoperability
• Willingness to change business processes
• Administrative-technical integration
• Effective data governance
• Abandoned silo mentality
• Digital literacy

This type of integrated services paved the way for other institutions to integrate their services and cooperate with different institutions. For example, work on the development of a new integrated service under the title of "Military Services" has begun in cooperation with the Ministry of National Defence. In addition, these kind of services will enable the e-government platform to be more proactive and personalized in time. Embedding Artificial Intelligence (AI) based public services which are in preparation phase in e-Government Gateway will support this process.

Difficulties were experienced during the matching activity on which addresses are included in the territorial boundaries set for some utility services. Therefore, efforts are now being made to match address records with the service zones of, for example, natural gas and water companies.