Artificial Intelligence in the Public Sector - a Research Agenda

Wirtz, Bernd W.; Langer, Paul F.; Fenner, Carolina

doi:10.1080/01900692.2021.1947319

Cited by 39 publications

(10 citation statements)

References 118 publications

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“…25 papers), which includes dentistry (Bernauer et al, 2021), orthopedics (Ren & Yi, 2022), and disease prediction and treatment (Wesdorp et al, 2021); business management (i.e. 13 papers) which includes human resource management (Budhwar et al, 2022), and administration and governance (Wirtz et al, 2021); industry and manufacturing (i.e. 8 papers) which includes supply chain (Naz et al, 2022), manufacturing and engineering (Acerbi et al, 2021), and mining (Jung & Choi, 2021); banking and finance (i.e.…”

Section: Figure 1 Search and Selection Resultsmentioning

confidence: 99%

“…Several studies have helped fill this research gap by conducting systematic literature reviews (SLRs) of existing evidence on the applications, concepts, implications, and impacts of AI systems to propose future research directions accordingly. The SLRs on the use of AI for service delivery have covered many sectors such as the public sector (Sousa et al, 2019;Wirtz et al, 2021;Zuiderwijk et al, 2021), and several domains like mental health (Choudhury & Asan, 2020), farming (Bao & Xie, 2022), education (Aljarrah et al, 2021), and business management (Cubric, 2020). Examples of use of AI for services include agricultural robotics for soil preparation and monitoring (Hasan et al, 2022), smart assistants that help people manage their daily lives (Islas-Cota et al, 2022), and chatbots that assist customers in finding answers to their questions or their booking or appointment needs (Zhou et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

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Tertiary Study on the Use of Artificial Intelligence for Service Delivery: A Bibliometric Analysis of Systematic Literature Reviews

Chouikh,

Khechine,

Gagnon

2023

Proceedings of the Annual Hawaii International Conference on System Sciences

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Despite the large number of systematic literature reviews (SLRs) on the use of artificial intelligence (AI) for service delivery, scholars suggest more scientific evidence. However, the direction that these reviews will take depends on the knowledge accumulated in the existing literature. Therefore, the objective of this research is to explore SLRs that have synthesized the use of AI for service delivery. We conducted a tertiary study, which consists of a bibliometric analysis of SLRs. We searched SLRs published over the last ten years in six bibliographic databases. Sixty-six studies meeting the inclusion criteria were processed through a bibliometric analysis in which we combined article metadata with data extracted from the full-text review. The results describe the publication trends of SLRs, their application domains, and the particularities of the private and public sectors. Recommendations for future SLRs on the use of AI for service delivery are proposed.

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Section: Figure 1 Search and Selection Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Tertiary Study on the Use of Artificial Intelligence for Service Delivery: A Bibliometric Analysis of Systematic Literature Reviews

Chouikh,

Khechine,

Gagnon

2023

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…In their research, they developed an integrated AI framework for public management that encompassed all crucial aspects (regulation, and ethical and political guidelines), goal of using AI is achieving greater efficiency in public management. Subsequently, Wirtz et al (2021) conducted a systematic review of the literature in the field of AI in the public sector. Utilizing qualitative and quantitative approaches, they analysed 189 articles.…”

Section: Literature Review Of Selected Articlesmentioning

confidence: 99%

Analysis of Research on Artificial Intelligence in Public Administration:

Lamovšek

2023

CEPAR

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Purpose: This study aims to investigate how analysing academic research through digital tools can improve our understanding of the applications, functions, and challenges related to the use of advanced artificial technologies (AI) in public administration.Methodology: The applied methodology relies on the use of digital tools, specifically Voyant-Tools and Chat Generative Pre-Trained Transformer (GPT-4), for text analysis in conjunction with a selection of scientific literature on artificial intelligence and public administration.Findings: The results of our study show that researchers equally report advantages and disadvantages of using AI in public administration. Moreover, the research highlights the benefits of using artificial intelligence while emphasising the importance of the ethical and appropriate regulation thereof.Practical implications: Our innovative approach of developing and using a combined methodology involving specialised digital tools to analyse scientific literature introduces a new dimension to the examination of scientific texts and has the potential to shape public policy in the field of public administration.Originality: The existing body of research on public administration and artificial intelligence is limited. Our study expands the scientific field by delving into the use of artificial intelligence in public administration.

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“…However, along the way to a successful application, data privacy is a key issue, as these technologies often handle sensitive information (Seböck et al, 2023). Measures must be taken to ensure data is used responsibly and securely; on the other hand, algorithmic bias is another serious concern (Wirtz et al, 2021;Wirtz et al, 2022). If the data used to train these AI systems is biased, the outputs are also likely to be biased.…”

Section: Introductionmentioning

confidence: 99%

E-Government in Nigeria: Can Generative AI Serve as a Tool for Civic Engagement?

Abdulkareem

2024

PGAF

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This paper examines the potential for using generative artificial intelligence (AI) to boost civic participation in Nigeria’s developing e-government ecosystem. Emerging generative technologies like ChatGPT demonstrate intriguing capabilities to make governance more interactive and engaging through conversational interfaces. Thoughtfully implemented AI tools could increase access and understanding of e-government, particularly for underserved groups. However, risks around bias, privacy, security and capability limitations pose challenges for public sector applications. Additionally, Nigeria’s substantial digital divides and defective trust in government institutions hamper e-government participation currently. This paper analyses opportunities and limitations for applying generative AI to advance civic engagement given Nigeria’s unique socio-cultural context. Findings suggest that while AI holds promise, targeted strategies focused on inclusion, accessibility, education and institutional legitimacy building are critical to realise benefits. Cautious optimism, human-centric design and responsible governance frameworks are needed to employ generative systems successfully. If challenges are addressed, AI could open innovative possibilities for energising civic participation. But further research and controlled pilot applications are required to determine optimal implementation.

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Artificial Intelligence in the Public Sector - a Research Agenda

Cited by 39 publications

References 118 publications

Tertiary Study on the Use of Artificial Intelligence for Service Delivery: A Bibliometric Analysis of Systematic Literature Reviews

Tertiary Study on the Use of Artificial Intelligence for Service Delivery: A Bibliometric Analysis of Systematic Literature Reviews

Analysis of Research on Artificial Intelligence in Public Administration:

E-Government in Nigeria: Can Generative AI Serve as a Tool for Civic Engagement?

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