Digital Government and AI
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ItemTowards explaining user satisfaction with contact tracing mobile applications in a time of pandemic: a text analytics approach( 2022-01-04)This research project investigates the critical phenomenon of the post-adoption use of Contact Tracing Mobile Applications (CTMAs) in a time of pandemic. A panel data set of customer reviews was collected from March 2020 to June 2021. Using sentiment analysis, topic modeling and dictionary-based analytics, 10,337 reviews were analyzed. The results show that after controlling for review sentiment and length, user satisfaction is associated with users’ perception of utilitarian benefits of CTMA, their CTMA-specific privacy concerns, and installation and use issues. Our methodological approach (using various text analysis techniques for analyzing public feedback) and findings (influential factors on consumers’ satisfaction with CTMA) can inform the design and deployment of the next generation of CTMAs for managing future pandemics.
ItemPublic Service Values and Chatbots in the Public Sector: Reconciling Designer efforts and User Expectations( 2022-01-04)Chatbots are deployed across a wide range of public services, frequently to manage the increased volumes of online service requests. The appropriateness of many chatbot initiatives is often challenged. One reason for this is these initiatives are largely driven by agency centric goals, often neglecting the expectations of other public stakeholders. A public service value perspective – founded on the notion of public value – offers an avenue to represent the views of other public stakeholder groups. We examine the public service values of two key stakeholder groups – designers and users and discuss how they can be reconciled.
ItemDesigning an AI compatible open government data ecosystem for public governance( 2022-01-04)AI solutions can significantly leverage the use of OGD ecosystems in public governance. For that, it is important to design effective and transparent governance mechanisms that create value in an OGD ecosystem through AI solutions. By analyzing governance challenges associated with OGD and AI solutions in public governance, this article presents a conceptual framework to design an OGD governance model, which adopts a platform governance approach and integrates the governance needs derived from the use of AI.
ItemAI Suffrage: A four-country survey on the acceptance of an automated voting system( 2022-01-04)Governments have begun to employ technological systems that use massive amounts of data and artificial intelligence (AI) in the domains of law enforcement, public health, or social welfare. In some areas, shifts in public opinion increasingly favor technology-aided public decision-making. This development presents an opportunity to explore novel approaches to how technology could be used to reinvigorate democratic governance and how the public perceives such changes. The study therefore posits a hypothetical AI voting system that mediates political decision-making between citizens and the state. We conducted a four-country online survey (N=6043) in Greece, Singapore, Switzerland, and the US to find out what factors affect the public’s acceptance of such a system. The data show that Singaporeans are most likely and Greeks least likely to accept the system. Considerations of the technology’s utility have a large effect on acceptance rates across cultures whereas attitudes towards political norms and political performance have partial effects.