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

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The Role of Digital Technologies in Shaping the Post-Pandemic World (I3E 2022)

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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.

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Authors and Affiliations

  1. Emerging Markets Research Centre (EMaRC), School of Management, Swansea University Bay Campus, Swansea, UK

    Ibrahim Mohamad, Laurie Hughes & Yogesh K. Dwivedi

  2. Department of Business Administration, Faculty of Economics and Administrative Sciences, The Hashemite University, Zarqa, Jordan

    Ibrahim Mohamad

  3. Department of Management, Symbiosis Institute of Business Management, Symbiosis International (Deemed University), Pune, Maharashtra, India

    Yogesh K. Dwivedi

  4. Department of Management and Marketing, College of Business and Economics, Qatar University, P.O. Box 2713, Doha, Qatar

    Ali Abdallah Alalwan

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  1. Ibrahim Mohamad
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Editors and Affiliations

  1. Newcastle University Business School, Newcastle upon Tyne, UK

    Savvas Papagiannidis

  2. Newcastle University Business School, Newcastle upon Tyne, UK

    Eleftherios Alamanos

  3. Newcastle University Business School, Newcastle upon Tyne, UK

    Suraksha Gupta

  4. Swansea University, Swansea, UK

    Yogesh K. Dwivedi

  5. University of Turku, Turku, Finland

    Matti Mäntymäki

  6. University of Agder, Kristiansand, Norway

    Ilias O. Pappas

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Mohamad, I., Hughes, L., Dwivedi, Y.K., Alalwan, A.A. (2022). AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges. In: Papagiannidis, S., Alamanos, E., Gupta, S., Dwivedi, Y.K., Mäntymäki, M., Pappas, I.O. (eds) The Role of Digital Technologies in Shaping the Post-Pandemic World. I3E 2022. Lecture Notes in Computer Science, vol 13454. Springer, Cham. https://doi.org/10.1007/978-3-031-15342-6_4

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  • DOI: https://doi.org/10.1007/978-3-031-15342-6_4

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-15341-9

  • Online ISBN: 978-3-031-15342-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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