Public Service Values and Chatbots in the Public Sector: Reconciling Designer efforts and User Expectations

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dc.contributor.authorMakasi, Tendai
dc.contributor.authorNili, Alireza
dc.contributor.authorDesouza, Kevin
dc.contributor.authorTate, Mary
dc.date.accessioned2021-12-24T17:38:59Z
dc.date.available2021-12-24T17:38:59Z
dc.date.issued2022-01-04
dc.description.abstractChatbots 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.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2022.292
dc.identifier.isbn978-0-9981331-5-7
dc.identifier.urihttp://hdl.handle.net/10125/79625
dc.language.isoeng
dc.relation.ispartofProceedings of the 55th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectDigital Government and AI
dc.subjectchatbots
dc.subjectpublic services
dc.subjectpublic service value
dc.subjectpublic value
dc.titlePublic Service Values and Chatbots in the Public Sector: Reconciling Designer efforts and User Expectations
dc.type.dcmitext

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