Skip to main content
Springer Nature Link
Log in

Exploring Citizens’ Attitudes Towards Voice-Based Government Services in Switzerland

  • Conference paper
  • First Online:
Human-Computer Interaction. Design and User Experience Case Studies (HCII 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12764))

Included in the following conference series:

Abstract

Voice-based applications might become a promising novel channel for governments to engage with citizens and to provide easy-to-use and always available administrative services. To learn about citizens’ attitudes towards this “conversational e-government”, we conducted an online survey among Swiss residents (n = 397). While half of the participants tended towards not using such prospective services, 38% were positive about them. Regular users of voice assistants and participants with interest in technology showed a significantly higher willingness-to-use. The top-rated service was looking up government-related information. Advanced services (such as ordering certificates by voice) were perceived more skeptically. As trustworthy service providers the municipality and national tech companies were clearly favored over major international ones due to privacy concerns.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others

Notes

  1. 1.

    https://www.stadtsg.ch/chatbot.

  2. 2.

    https://www.hamburg.de/fragdenmichel/.

  3. 3.

    https://play.google.com/store/apps/details?id=at.gv.wien.wienbot.

  4. 4.

    https://www.nationalpublicmedia.com/insights/reports/smart-audio-report/.

References

  1. Abdi, N., Ramokapane, K.M., Such, J.M.: More than smart speakers: security and privacy perceptions of smart home personal assistants. In: Proceedings of the Fifteenth USENIX Conference on Usable Privacy and Security, SOUPS 2019, pp. 451–466. USENIX Association, USA (2019)

    Google Scholar 

  2. Ammari, T., Kaye, J., Tsai, J.Y., Bentley, F.: Music, search, and IoT: how people (really) use voice assistants. ACM Trans. Comput.-Hum. Interact. 26(3) (2019). https://doi.org/10.1145/3311956

  3. Androutsopoulou, A., Karacapilidis, N., Loukis, E., Charalabidis, Y.: Transforming the communication between citizens and government through ai-guided chatbots. Government Information Quarterly (2018). https://doi.org/10.1016/j.giq.2018.10.001

  4. Baldauf, M., Bösch, R., Frei, C., Hautle, F., Jenny, M.: Exploring requirements and opportunities of conversational user interfaces for the cognitively impaired. In: Proceedings of the 20th International Conference on Human-Computer Interaction with Mobile Devices and Services Adjunct, MobileHCI 2018, Barcelona, Spain, 03–06 September 2018, pp. 119–126. ACM (2018). https://doi.org/10.1145/3236112.3236128

  5. Baldauf, M., Zimmermann, H.-D.: Towards conversational e-government. In: Nah, F.F.-H., Siau, K. (eds.) HCII 2020. LNCS, vol. 12204, pp. 3–14. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-50341-3_1

    Chapter  Google Scholar 

  6. Cabrera Paraiso, E., Barthès, J.-P.A.: A voice-enabled assistant in a multi-agent system for e-government services. In: Ramos, F.F., Larios Rosillo, V., Unger, H. (eds.) ISSADS 2005. LNCS, vol. 3563, pp. 495–503. Springer, Heidelberg (2005). https://doi.org/10.1007/11533962_45

    Chapter  Google Scholar 

  7. Fiore, D., Baldauf, M., Thiel, C.: “Forgot your password again?”: acceptance and user experience of a chatbot for in-company IT support. In: Paternò, F., Jacucci, G., Rohs, M., Santoro, C. (eds.) Proceedings of the 18th International Conference on Mobile and Ubiquitous Multimedia, MUM 2019, Pisa, Italy, 26–29 November 2019, pp. 37:1–37:11. ACM (2019). https://doi.org/10.1145/3365610.3365617

  8. Government Digital Service: Government uses Alexa and Google Home to make services easier to access (2019). https://bit.ly/32mamSv. Accessed 03 June 2020

  9. Lafia, S., Xiao, J., Hervey, T., Kuhn, W.: Talk of the town: discovering open public data via voice assistants. In: 14th International Conference on Spatial Information Theory, COSIT. LIPIcs, vol. 142, pp. 10:1–10:7 (2019). https://doi.org/10.4230/LIPIcs.COSIT.2019.10

  10. Major, D.J., Huang, D.Y., Chetty, M., Feamster, N.: Alexa, who am i speaking to? understanding users’ ability to identify third-party apps on Amazon Alexa (2019). http://arxiv.org/abs/1910.14112

  11. McTear, M., Callejas, Z., Griol, D.: Introducing the conversational interface. In: McTear, M., Callejas, Z., Griol, D. (eds.) The Conversational Interface, pp. 1–7. Springer, Cham (2016). https://doi.org/10.1007/978-3-319-32967-3_1

    Chapter  Google Scholar 

  12. Porreca, S., Leotta, F., Mecella, M., Catarci, T.: Chatbots as a novel access method for government open data. In: Proceedings of the 25th Italian Symposium on Advanced Database Systems, p. 122 (2017). http://ceur-ws.org/Vol-2037/paper_19.pdf

  13. Tuzovic, S., Paluch, S.: Conversational commerce – a new era for service business development? In: Bruhn, M., Hadwich, K. (eds.) Service Business Development, pp. 81–100. Springer, Wiesbaden (2018). https://doi.org/10.1007/978-3-658-22426-4_4

    Chapter  Google Scholar 

  14. Warkentin, M., Gefen, D., Pavlou, P.A., Rose, G.M.: Encouraging citizen adoption of e-government by building trust. Electron. Mark. 12(3), 157–162 (2002). https://doi.org/10.1080/101967802320245929. https://www.tandfonline.com/doi/abs/10.1080/101967802320245929

  15. West, D.M.: E-government and the transformation of service delivery and citizen attitudes. Public Adm. Rev. 64(1), 15–27 (2004). https://doi.org/10.1111/j.1540-6210.2004.00343.x

Download references

Author information

Authors and Affiliations

  1. Eastern Switzerland University of Applied Sciences, Rosenbergstrasse 59, 9001, St. Gallen, Switzerland

    Matthias Baldauf, Hans-Dieter Zimmermann & Claudia Pedron

Authors
  1. Matthias Baldauf
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Hans-Dieter Zimmermann
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Claudia Pedron
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Matthias Baldauf .

Editor information

Editors and Affiliations

  1. The Open University of Japan, Chiba, Japan

    Masaaki Kurosu

Rights and permissions

Reprints and permissions

Copyright information

© 2021 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Baldauf, M., Zimmermann, HD., Pedron, C. (2021). Exploring Citizens’ Attitudes Towards Voice-Based Government Services in Switzerland. In: Kurosu, M. (eds) Human-Computer Interaction. Design and User Experience Case Studies. HCII 2021. Lecture Notes in Computer Science(), vol 12764. Springer, Cham. https://doi.org/10.1007/978-3-030-78468-3_16

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-78468-3_16

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-78467-6

  • Online ISBN: 978-3-030-78468-3

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics