TY - GEN
T1 - Potential use of digital assistants by governments for citizen services
T2 - 20th Annual International Conference on Digital Government Research: Governance in the Age of Artificial Intelligence, dg.o 2019
AU - Akkaya, Cigdem
AU - Krcmar, Helmut
N1 - Publisher Copyright:
© 2019 Association for Computing Machinery.
PY - 2019/6/18
Y1 - 2019/6/18
N2 - The German government has recently announced a national strategy for making Germany one of the leading locations for artificial intelligence (AI) worldwide. While the AI technology has been around since 1950s, the rise of it has been inescapable over the past decades. Current developments and widespread applications of intelligent technologies show signs that they will become even more prevalent in our lives. In public administrations, AI can support faster decision-making and increase responsiveness leading to higher citizen satisfaction. Digital assistants can carry out a wide range of functions ranging from checking applications against fraud to approval of state benefits or other claims. Yet, no matter how groundbreaking the technology is, its acceptance by citizens is the ultimate criterion of success, as in the case of all services offered by governments. We argue careful consideration needs to be given to citizen perspective as AI projects have high deployment and maintenance costs. Based on a nationwide representative survey, this research aims to provide some initial insights on the perspective of citizens towards the potential use of digital assistants by the German government for citizen services.
AB - The German government has recently announced a national strategy for making Germany one of the leading locations for artificial intelligence (AI) worldwide. While the AI technology has been around since 1950s, the rise of it has been inescapable over the past decades. Current developments and widespread applications of intelligent technologies show signs that they will become even more prevalent in our lives. In public administrations, AI can support faster decision-making and increase responsiveness leading to higher citizen satisfaction. Digital assistants can carry out a wide range of functions ranging from checking applications against fraud to approval of state benefits or other claims. Yet, no matter how groundbreaking the technology is, its acceptance by citizens is the ultimate criterion of success, as in the case of all services offered by governments. We argue careful consideration needs to be given to citizen perspective as AI projects have high deployment and maintenance costs. Based on a nationwide representative survey, this research aims to provide some initial insights on the perspective of citizens towards the potential use of digital assistants by the German government for citizen services.
KW - Artificial Intelligence
KW - Digital Assistants
KW - E-government
KW - G2C Citizen Services
KW - Germany
KW - Public administration
UR - http://www.scopus.com/inward/record.url?scp=85068614490&partnerID=8YFLogxK
U2 - 10.1145/3325112.3325241
DO - 10.1145/3325112.3325241
M3 - Conference contribution
AN - SCOPUS:85068614490
T3 - ACM International Conference Proceeding Series
SP - 81
EP - 90
BT - Proceedings of the 20th Annual International Conference on Digital Government Research
A2 - Chen, Yu-Che
A2 - Salem, Fadi
A2 - Zuiderwijk, Anneke
PB - Association for Computing Machinery
Y2 - 18 June 2019 through 20 June 2019
ER -