AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges

Ibrahim Mohamad; Laurie Hughes; Yogesh K. Dwivedi; Ali Abdallah Alalwan

doi:10.1007/978-3-031-15342-6_4

AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges

Ibrahim Mohamad
, Laurie Hughes^*
, Yogesh K. Dwivedi
, Ali Abdallah Alalwan

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

7 Scopus citations

Abstract

This research presents a comprehensive understanding of AI in the public sector based on a review of 78 studies. The literature review indicates that an AI-analytical model and AI-based automation system are mostly used at the organizational level whilst AI-recommender and chatbot applications are implemented within the citizens’ services context. The results reveal that AI benefits such as cost reduction and decision-making improvements are accrued by governments. Further, the benefits of personalization and positive user experiences are directly useful to citizens. The review highlights that developing and adopting AI, presents two categories of challenges: AI obstacles at the organizational level, such as employees’ resistance, lack of managerial, and financial support, and second - AI dilemmas linked to citizens such as AI ambiguity, bias, and privacy. Accordingly, this study provides recommendations for further research on AI within the government and the public sector.

Original language	English
Title of host publication	The Role of Digital Technologies in Shaping the Post-Pandemic World - 21st IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2022, Proceedings
Editors	Savvas Papagiannidis, Eleftherios Alamanos, Suraksha Gupta, Yogesh K. Dwivedi, Yogesh K. Dwivedi, Matti Mäntymäki, Ilias O. Pappas, Ilias O. Pappas
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	38-57
Number of pages	20
ISBN (Print)	9783031153419
DOIs	https://doi.org/10.1007/978-3-031-15342-6_4
State	Published - 2022
Externally published	Yes
Event	21st IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2022 - Newcastle upon Tyne, United Kingdom Duration: 13 Sep 2022 → 14 Sep 2022

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	13454 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	21st IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2022
Country/Territory	United Kingdom
City	Newcastle upon Tyne
Period	13/09/22 → 14/09/22

Bibliographical note

Publisher Copyright:
© 2022, IFIP International Federation for Information Processing.

Keywords

AI benefits
AI challenges
AI technologies
Artificial intelligence (AI)
Public sector

ASJC Scopus subject areas

Theoretical Computer Science
General Computer Science

Access to Document

10.1007/978-3-031-15342-6_4

Cite this

Mohamad, I., Hughes, L., Dwivedi, Y. K., & Alalwan, A. A. (2022). AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges. In S. Papagiannidis, E. Alamanos, S. Gupta, Y. K. Dwivedi, Y. K. Dwivedi, M. Mäntymäki, I. O. Pappas, & I. O. Pappas (Eds.), The Role of Digital Technologies in Shaping the Post-Pandemic World - 21st IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2022, Proceedings (pp. 38-57). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 13454 LNCS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-15342-6_4

Mohamad, Ibrahim ; Hughes, Laurie ; Dwivedi, Yogesh K. et al. / AI Technologies for Delivering Government Services to Citizens : Benefits and Challenges. The Role of Digital Technologies in Shaping the Post-Pandemic World - 21st IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2022, Proceedings. editor / Savvas Papagiannidis ; Eleftherios Alamanos ; Suraksha Gupta ; Yogesh K. Dwivedi ; Yogesh K. Dwivedi ; Matti Mäntymäki ; Ilias O. Pappas ; Ilias O. Pappas. Springer Science and Business Media Deutschland GmbH, 2022. pp. 38-57 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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title = "AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges",

abstract = "This research presents a comprehensive understanding of AI in the public sector based on a review of 78 studies. The literature review indicates that an AI-analytical model and AI-based automation system are mostly used at the organizational level whilst AI-recommender and chatbot applications are implemented within the citizens{\textquoteright} services context. The results reveal that AI benefits such as cost reduction and decision-making improvements are accrued by governments. Further, the benefits of personalization and positive user experiences are directly useful to citizens. The review highlights that developing and adopting AI, presents two categories of challenges: AI obstacles at the organizational level, such as employees{\textquoteright} resistance, lack of managerial, and financial support, and second - AI dilemmas linked to citizens such as AI ambiguity, bias, and privacy. Accordingly, this study provides recommendations for further research on AI within the government and the public sector.",

keywords = "AI benefits, AI challenges, AI technologies, Artificial intelligence (AI), Public sector",

author = "Ibrahim Mohamad and Laurie Hughes and Dwivedi, \{Yogesh K.\} and Alalwan, \{Ali Abdallah\}",

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editor = "Savvas Papagiannidis and Eleftherios Alamanos and Suraksha Gupta and Dwivedi, \{Yogesh K.\} and Dwivedi, \{Yogesh K.\} and Matti M{\"a}ntym{\"a}ki and Pappas, \{Ilias O.\} and Pappas, \{Ilias O.\}",

booktitle = "The Role of Digital Technologies in Shaping the Post-Pandemic World - 21st IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2022, Proceedings",

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Mohamad, I, Hughes, L, Dwivedi, YK & Alalwan, AA 2022, AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges. in S Papagiannidis, E Alamanos, S Gupta, YK Dwivedi, YK Dwivedi, M Mäntymäki, IO Pappas & IO Pappas (eds), The Role of Digital Technologies in Shaping the Post-Pandemic World - 21st IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2022, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 13454 LNCS, Springer Science and Business Media Deutschland GmbH, pp. 38-57, 21st IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2022, Newcastle upon Tyne, United Kingdom, 13/09/22. https://doi.org/10.1007/978-3-031-15342-6_4

AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges. / Mohamad, Ibrahim; Hughes, Laurie; Dwivedi, Yogesh K. et al.
The Role of Digital Technologies in Shaping the Post-Pandemic World - 21st IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2022, Proceedings. ed. / Savvas Papagiannidis; Eleftherios Alamanos; Suraksha Gupta; Yogesh K. Dwivedi; Yogesh K. Dwivedi; Matti Mäntymäki; Ilias O. Pappas; Ilias O. Pappas. Springer Science and Business Media Deutschland GmbH, 2022. p. 38-57 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 13454 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

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T2 - 21st IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2022

AU - Mohamad, Ibrahim

AU - Hughes, Laurie

AU - Dwivedi, Yogesh K.

AU - Alalwan, Ali Abdallah

PY - 2022

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N2 - This research presents a comprehensive understanding of AI in the public sector based on a review of 78 studies. The literature review indicates that an AI-analytical model and AI-based automation system are mostly used at the organizational level whilst AI-recommender and chatbot applications are implemented within the citizens’ services context. The results reveal that AI benefits such as cost reduction and decision-making improvements are accrued by governments. Further, the benefits of personalization and positive user experiences are directly useful to citizens. The review highlights that developing and adopting AI, presents two categories of challenges: AI obstacles at the organizational level, such as employees’ resistance, lack of managerial, and financial support, and second - AI dilemmas linked to citizens such as AI ambiguity, bias, and privacy. Accordingly, this study provides recommendations for further research on AI within the government and the public sector.

AB - This research presents a comprehensive understanding of AI in the public sector based on a review of 78 studies. The literature review indicates that an AI-analytical model and AI-based automation system are mostly used at the organizational level whilst AI-recommender and chatbot applications are implemented within the citizens’ services context. The results reveal that AI benefits such as cost reduction and decision-making improvements are accrued by governments. Further, the benefits of personalization and positive user experiences are directly useful to citizens. The review highlights that developing and adopting AI, presents two categories of challenges: AI obstacles at the organizational level, such as employees’ resistance, lack of managerial, and financial support, and second - AI dilemmas linked to citizens such as AI ambiguity, bias, and privacy. Accordingly, this study provides recommendations for further research on AI within the government and the public sector.

KW - AI benefits

KW - AI challenges

KW - AI technologies

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KW - Public sector

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DO - 10.1007/978-3-031-15342-6_4

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AN - SCOPUS:85138000155

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T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

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A2 - Gupta, Suraksha

A2 - Dwivedi, Yogesh K.

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ER -

Mohamad I, Hughes L, Dwivedi YK, Alalwan AA. AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges. In Papagiannidis S, Alamanos E, Gupta S, Dwivedi YK, Dwivedi YK, Mäntymäki M, Pappas IO, Pappas IO, editors, The Role of Digital Technologies in Shaping the Post-Pandemic World - 21st IFIP WG 6.11 Conference on e-Business, e-Services and e-Society, I3E 2022, Proceedings. Springer Science and Business Media Deutschland GmbH. 2022. p. 38-57. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-031-15342-6_4

AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges

Abstract

Publication series

Conference

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

Fingerprint

Cite this