Public Service Values and Chatbots in the Public Sector: Reconciling Designer efforts and User Expectations

Makasi, Tendai; Nili, Alireza; Desouza, Kevin C.; Tate, Mary

doi:10.24251/hicss.2022.292

Cited by 10 publications

(4 citation statements)

References 23 publications

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“…Key among the factors were performance expectancy and effort expectancy. This finding is fully in line with existing theory of technology acceptance (e.g., Davis, 1989, Venkatesh et al, 2012, and also in line with the findings of a recent vignette study of government chatbot usage scenarios (Makasi et al, 2022).…”

Section: Citizen Perceptions Of Government Chatbots and Implications ...supporting

confidence: 92%

“…At the same time, van Noordt and Misuraca (2019) note that current government chatbots typically provides generic information to citizens reflecting service triage rather than service negotiation. Prospective users of government chatbots have been found to value accuracy, availability, efficiency, and effectiveness (Makasi et al, 2022).…”

Section: Chatbots As Part Of Digital Governmentmentioning

confidence: 99%

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Chatbots as Part of Digital Government Service Provision – A User Perspective

Abbas

Følstad

Bjørkli

2023

Lecture Notes in Computer Science

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Chatbots are taken up as part of digital government service provision. While the success of chatbots for this purpose depends on these being accepted by their intended users, there is a lack of knowledge concerning user perceptions of such chatbots and the implications of these for intention to use. In response to this, an exploratory qualitative interview study was conducted with 15 users of a chatbot for municipality service provision. The interviews showed the importance of performance expectations, effort expectations, and trust. In particular, while a municipality chatbot supporting service triaging may be perceived as beneficial for their availability and to provide support navigation of municipality services and information, this benefit is compared by users to the benefit of other digital government channels. On the basis of the findings, we present key implications to theory and practice, and suggest avenues for future research.

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Section: Citizen Perceptions Of Government Chatbots and Implications ...supporting

confidence: 92%

Section: Chatbots As Part Of Digital Governmentmentioning

confidence: 99%

Chatbots as Part of Digital Government Service Provision – A User Perspective

Abbas

Følstad

Bjørkli

2023

Lecture Notes in Computer Science

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“…There is a growing body of knowledge on how users experience government chatbots. Makasi et al [26], in an interview study with users and designers of government chatbots, found that such chatbots were perceived to enable increased effectiveness and efficiency in service provision, while potentially also strengthening accessibility and ease-of-use for government services. Abbas et al [1], in an interview study with municipality chatbot users, found users to appreciate the navigation support provided by the chatbot and its potential for simplifying access to government information.…”

Section: Government Chatbotsmentioning

confidence: 99%

The Human Likeness of Government Chatbots – An Empirical Study from Norwegian Municipalities

Følstad,

Larsen,

Bjerkreim-Hanssen

2023

Lecture Notes in Computer Science

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While chatbots represent a potentially useful supplement to government information and service provision, transparency requirements imply the need to make sure that this technology is not confused with human support. However, there is a knowledge gap concerning whether and how government chatbots indeed represent a risk of such confusion, in spite of their resemblance with human conversation. To address this gap, we have conducted a study of a Norwegian municipality chatbot including interviews with 16 chatbot users and 18 municipality representatives, as well as analysis of >2600 citizen dialogues. Interviews with citizen and municipality representatives suggested that citizens typically understood well the chatbot capabilities and limitations, though municipality representatives reported on some examples of humanizing the chatbot in its early phases of deployment. Dialogue analyses indicated that citizens have a markedly utilitarian style in their communication with the chatbot, suggesting limited anthropomorphizing of the chatbot.

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“…They realise that adopting a responsible approach in the innovation process is not only beneficial for society but also crucial for maintaining a positive brand image and securing long-term success in an ever-changing market [25][26][27]. As stakeholders demand greater accountability and consumers seek out ethically sound products and services, the RIT concept has become a key driver in guiding corporates' future technological development direction [10,[28][29][30][31].…”

Section: Introductionmentioning

confidence: 99%

Tech Giants’ Responsible Innovation and Technology Strategy: An International Policy Review

Li,

Yigitcanlar,

Nili

et al. 2023

Smart Cities

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As digital technology continues to evolve rapidly and get integrated into various aspects of our cities and societies, the alignment of technological advancements with societal values becomes paramount. The evolving socio-technical landscape has prompted an increased focus on responsible innovation and technology (RIT) among technology companies, driven by mounting public scrutiny, regulatory pressure, and concerns about reputation and long-term sustainability. This study contributes to the ongoing discourse on responsible practices by conducting a policy review that delves into insights from the most influential high-tech companies’—so-called tech giants’—RIT guidance. The findings disclose that (a) leading high-tech companies have started to focus on RIT; (b) the main RIT policy focus of the leading high-tech companies is artificial intelligence; (c) trustworthiness and acceptability of technology are the most common policy areas; (d) affordability related to technology outcomes and adoption is almost absent from the policy; and (e) sustainability considerations are rarely part of the RIT policy, but are included in annual corporate reporting. Additionally, this paper proposes a RIT assessment framework that integrates views from the policy community, academia, and the industry and can be used for evaluating how well high-tech companies adhere to RIT practices. The knowledge assembled in this study is instrumental in advancing RIT practices, ultimately contributing to technology-driven cities and societies that prioritise human and social well-being.

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Public Service Values and Chatbots in the Public Sector: Reconciling Designer efforts and User Expectations

Cited by 10 publications

References 23 publications

Chatbots as Part of Digital Government Service Provision – A User Perspective

Chatbots as Part of Digital Government Service Provision – A User Perspective

The Human Likeness of Government Chatbots – An Empirical Study from Norwegian Municipalities

Tech Giants’ Responsible Innovation and Technology Strategy: An International Policy Review

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