Value–Based Guiding Principles for Managing Cognitive Computing Systems in the Public Sector

Abstract

Cognitive Computing Systems (CCSs) are increasing in prominence in the public sector. This paper develops a framework drawing on public value and information technology service management literature to guide the management of CCSs in the public sector. We draw on academic literature, gray literature, legislation and government reports, and examples on CCS initiatives in the public sector to develop insights for research and practice. We then outline the themes and present the insights in the form of guiding principles and specific (detailed) recommendations. These include guiding principles and recommendations for establishing legitimacy, understanding the required capabilities, executing capabilities, creating and measuring public value.

Keywords:

• Cognitive computing systems
• public value
• artificial intelligence
• public service management
• technology governance

Notes

1 See https://www.servicesaustralia.gov.au/organisations/about-us/our-agency/our-service-commitments

Additional information

Notes on contributors

Tendai Makasi

Tendai Makasi is a PhD candidate at the School of Information Systems at Queensland University of Technology. His research focuses on the design and evaluation of artificial intelligence-driven information technologies within the public sector. Contact him at [email protected]

Mary Tate

Mary Tate is an Associate Professor at Victoria University of Wellington. New Zealand. Mary's research focuses on digital services using new technologies such as AI and blockchain. Mary has published over 100 peer-reviewed articles and received multiple grants and awards. Contact her at [email protected]

Kevin C. Desouza

Kevin C Desouza is a professor of Business, Technology and Strategy in the School of Management at the QUT Business School. He is a Nonresident Senior Fellow at the Brookings Institution. For more information, please visit: http://www.kevindesouza.net. Contact him at [email protected]

Alireza Nili

Alireza Nili is a Lecturer at Queensland University of Technology, Australia. Alireza’s research focus on bridging the gap between user behavior research and designing user-oriented digital services. He has published in top-tier Management Information Systems and Service Science journals and conferences. Contact him at [email protected]