Public Service Values and Chatbots in the Public Sector: Reconciling Designer efforts and User Expectations
Tendai Makasi, Alireza Nili, Kevin C. Desouza, Mary Tate
2022Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences19 citationsDOIOpen Access PDF
Abstract
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.
Topics & Concepts
Public sectorPublic serviceService (business)Computer scienceBusinessKnowledge managementPublic relationsMarketingPolitical scienceLawAI in Service InteractionsFinTech, Crowdfunding, Digital FinanceSmart Cities and Technologies