0
Views
0
CrossRef citations to date
0
Altmetric
Research Article

Uncovering the Results of AI Chatbot Use in the Public Sector: Evidence from US State Governments

&

References

  • Adamopoulou, E., & Moussiades, L. (2020). Chatbots: History, technology, and applications. Machine Learning with Applications, 2, 100006. https://doi.org/10.1016/j.mlwa.2020.100006
  • Ahn, M. J., & Chen, Y.-C. (2022). Digital transformation toward AI-augmented public administration: The perception of government employees and the willingness to use AI in government. Government Information Quarterly, 39(2), 101664. https://doi.org/10.1016/j.giq.2021.101664
  • Androutsopoulou, A., Karacapilidis, N., Loukis, E., & Charalabidis, Y. (2019). Transforming the communication between citizens and government through AI-guided chatbots. Government Information Quarterly, 36(2), 358–367. https://doi.org/10.1016/j.giq.2018.10.001
  • Aoki, N. (2020). An experimental study of public trust in AI chatbots in the public sector. Government Information Quarterly, 37(4), 101490. https://doi.org/10.1016/j.giq.2020.101490
  • Baldauf, M., & Zimmermann, H.-D. (2020). Towards conversational e-government: An Experts’ Perspective on requirements and opportunities of voice-based citizen services. In F. F.-H. Nah & K. Siau (Eds.), HCI in Business, Government and Organizations. (Vol. 12204, pp. 3–14). Springer International Publishing. https://doi.org/10.1007/978-3-030-50341-3_1
  • Blank, J. D., & Osofsky, L. (2020). Automated legal guidance. Cornell Law Review, 106(1), 179–245.
  • Bullock, J. B., Huang, H., & Kim, K.-C., (C.). (2022). Machine intelligence, bureaucracy, and human control. Perspectives on Public Management and Governance, 5(2), 187–196. https://doi.org/10.1093/ppmgov/gvac006
  • Cantador, I., Viejo-Tardío, J., Cortés-Cediel, M. E., & Rodríguez Bolívar, M. P. (2021). A Chatbot for Searching and Exploring Open Data: Implementation and Evaluation in E-Government [Paper presentation].DG.O 2021: The 22nd Annual International Conference on Digital Government Research, 168–179. https://doi.org/10.1145/3463677.3463681
  • Carvalho, N. R., & Barbosa, L. S. (2019). Deep Learning Powered Question-Answering Framework for Organizations Digital Transformation. Proceedings [Paper presentation].Of the 12th International Conference on Theory and Practice of Electronic Governance, 76–79. https://doi.org/10.1145/3326365.3326375
  • Charmaz, K. (1995). Grounded Theory. In J. A. Smith, R. Harre, and L. V. Langenhove (Eds.,) Rethinking Methods in Psychology. (pp. 27–49)SAGE Publications Ltd. https://doi.org/10.4135/9781446221792.n3
  • Chen, T., Gascó-Hernandez, M., & Esteve, M. (2023). The adoption and implementation of artificial intelligence chatbots in public organizations: Evidence from U.S. State Governments. The American Review of Public Administration, 54(3), 255–270. https://doi.org/10.1177/02750740231200522
  • Cortés-Cediel, M. E., Segura-Tinoco, A., Cantador, I., & Rodríguez Bolívar, M. P. (2023). Trends and challenges of e-government chatbots: Advances in exploring open government data and citizen participation content. Government Information Quarterly, 40(4), 101877. https://doi.org/10.1016/j.giq.2023.101877
  • Creswell, J. W. (2009). Research design: Qualitative, quantitative, and mixed methods approaches. (3rd ed). Sage Publications.
  • Criado, J. I., Alcaide-Muñoz, L., & Liarte, I. (2023). Two decades of public sector innovation: Building an analytical framework from a systematic literature review of types, strategies, conditions, and results. Public Management Review, 1–30. https://doi.org/10.1080/14719037.2023.2254310
  • Criado, J. I., & Gil-Garcia, J. R. (2019). Creating public value through smart technologies and strategies: From digital services to artificial intelligence and beyond. International Journal of Public Sector Management, 32(5), 438–450. https://doi.org/10.1108/IJPSM-07-2019-0178
  • Crossan, M. M., & Apaydin, M. (2010). A multi-dimensional framework of organizational innovation: A systematic review of the literature: A framework of organizational innovation. Journal of Management Studies, 47(6), 1154–1191. https://doi.org/10.1111/j.1467-6486.2009.00880.x
  • Crotty, M. (1998). The foundations of social research: Meaning and perspective in the research process. Sage Publications.
  • Dale, R. (2016). The return of the chatbots. Natural Language Engineering, 22(5), 811–817. https://doi.org/10.1017/S1351324916000243
  • de Sousa, W. G., Melo, E. R. P. d., Bermejo, P. H. D. S., Farias, R. A. S., & Gomes, A. O. (2019). How and where is artificial intelligence in the public sector going? A literature review and research agenda. Government Information Quarterly, 36(4), 101392. https://doi.org/10.1016/j.giq.2019.07.004
  • De Vries, H., Bekkers, V., & Tummers, L. (2016). Innovation in the public sector: A systematic review and future research agenda. Public Administration, 94(1), 146–166. https://doi.org/10.1111/padm.12209
  • De Vries, H., Tummers, L., & Bekkers, V. (2018). The diffusion and adoption of public sector innovations: A meta-synthesis of the literature. Perspectives on Public Management and Governance, 1(3), 159–176. https://doi.org/10.1093/ppmgov/gvy001
  • Dunleavy, P. (2005). New public management is dead—long live digital-era governance. Journal of Public Administration Research and Theory, 16(3), 467–494. https://doi.org/10.1093/jopart/mui057
  • Dunleavy, P., & Margetts, H. (2023). Data science, artificial intelligence and the third wave of digital era governance. Public Policy and Administration, 09520767231198737. https://doi.org/10.1177/09520767231198737
  • Gasco-Hernandez, M., Nasi, G., Cucciniello, M., & Hiedemann, A. M. (2022). The role of organizational capacity to foster digital transformation in local governments: The case of three European smart cities. Urban Governance, 2(2), 236–246. https://doi.org/10.1016/j.ugj.2022.09.005
  • Gerrish, E. (2016). the impact of performance management on performance in public organizations: A meta‐analysis. Public Administration Review, 76(1), 48–66. https://doi.org/10.1111/puar.12433
  • Glaser, B. G. (2002). Conceptualization: On theory and theorizing using grounded theory. International Journal of Qualitative Methods, 1(2), 23–38. https://doi.org/10.1177/160940690200100203
  • Gong, Y., Yang, J., & Shi, X. (2020). Towards a comprehensive understanding of digital transformation in government: Analysis of flexibility and enterprise architecture. Government Information Quarterly, 37(3), 101487. https://doi.org/10.1016/j.giq.2020.101487
  • Hafer, J. A. (2021). Developing the theory of pragmatic public management through classic grounded theory methodology. Journal of Public Administration Research and Theory, 32(4), 627–640. https://doi.org/10.1093/jopart/muab050
  • Hartley, J., Sørensen, E., & Torfing, J. (2013). Collaborative innovation: A viable alternative to market competition and organizational entrepreneurship. Public Administration Review, 73(6), 821–830. https://doi.org/10.1111/puar.12136
  • Haug, N., Dan, S., & Mergel, I. (2023). Digitally-induced change in the public sector: A systematic review and research agenda. Public Management Review, 26(7), 1963–1987. https://doi.org/10.1080/14719037.2023.2234917
  • Ju, J., Meng, Q., Sun, F., Liu, L., & Singh, S. (2023). Citizen preferences and government chatbot social characteristics: Evidence from a discrete choice experiment. Government Information Quarterly, 40(3), 101785. https://doi.org/10.1016/j.giq.2022.101785
  • Keyner, S., Savenkov, V., & Vakulenko, S. (2019). Open Data Chatbot. In P. Hitzler, S. Kirrane, O. Hartig, V. de Boer, M.-E. Vidal, M. Maleshkova, S. Schlobach, K. Hammar, N. Lasierra, S. Stadtmüller, K. Hose, & R. Verborgh (Eds.), The Semantic Web: ESWC 2019 Satellite Events. (Vol. 11762, pp. 111–115). Springer International Publishing. https://doi.org/10.1007/978-3-030-32327-1_22
  • Liu, Y., Lee, H., & Berry, F. (2023). How and when democratic values matter: challenging the effectiveness-centric framework in program evaluation. Public Performance & Management Review, 46(4), 820–845. https://doi.org/10.1080/15309576.2023.2184839
  • Locke, K. (2001). Grounded theory in management research. Sage Publications.
  • Lommatzsch, A. (2018). A Next Generation Chatbot-Framework for the Public Administration. In M. Hodoň, G. Eichler, C. Erfurth, & G. Fahrnberger (Eds.), Innovations for Community Services. (Vol. 863, pp. 127–141). Springer International Publishing. https://doi.org/10.1007/978-3-319-93408-2_10
  • Makasi, T., Nili, A., Desouza, K. C., & Tate, M. (2022). A typology of chatbots in public service delivery. IEEE Software, 39(3), 58–66. https://doi.org/10.1109/MS.2021.3073674
  • Makasi, T., Nili, A., Desouza, K., & Tate, M. (2020). Chatbot-mediated public service delivery: A public service value-based framework. First Monday, 25(12), 1–32. https://doi.org/10.5210/fm.v25i12.10598
  • Maragno, G., Tangi, L., Gastaldi, L., & Benedetti, M. (2022). AI as an organizational agent to nurture: Effectively introducing chatbots in public entities. Public Management Review, 25(11), 2135–2165. https://doi.org/10.1080/14719037.2022.2063935
  • Marshall, C., Rossman, G. B., & Blanco, G. L. (2021). Designing qualitative research. (Seventh edition, international student edition). SAGE.
  • McLaughlin, J. A., & Jordan, G. B. (1999). Logic models: A tool for telling your programs performance story. Evaluation and Program Planning, 22(1), 65–72. https://doi.org/10.1016/S0149-7189(98)00042-1
  • Medaglia, R., Gil-Garcia, J. R., & Pardo, T. A. (2023). Artificial intelligence in government: Taking stock and moving forward. Social Science Computer Review, 41(1), 123–140. https://doi.org/10.1177/08944393211034087
  • Mehr, H. (2017). Artificial Intelligence for Citizen Services and Government. Harvard Kennedy School Ash Center for Democratic Governance and Innovation.
  • Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4), 101385. https://doi.org/10.1016/j.giq.2019.06.002
  • Mergel, I., Kleibrink, A., & Sörvik, J. (2018). Open data outcomes: U.S. cities between product and process innovation. Government Information Quarterly, 35(4), 622–632. https://doi.org/10.1016/j.giq.2018.09.004
  • Miller, B. (2020). December 22). Government Chatbots Now a Necessity for States, Cities, Counties. GovTech. https://www.govtech.com/products/Government-Chatbots-Now-a-Necessity-for-States-Cities-Counties.html
  • Miner, A. S., Laranjo, L., & Kocaballi, A. B. (2020). Chatbots in the fight against the COVID-19 pandemic. NPJ Digital Medicine, 3(1), 65. https://doi.org/10.1038/s41746-020-0280-0
  • NASCIO (2020). Chat with Us: How States are Using Chatbots to Respond to the Demands of COVID-19. (pp. 1–8). National Association of State Chief Information Officers (NASCIO).
  • NASCIO (2023). State CIO Top Ten Policy and Technology Priorities for 2023. (pp. 1–2). National Association of State Chief Information Officers (NASCIO).
  • NASCIO, Center for Digital Government, & IBM (2021). AI Meets the Moment: How a pandemic has shaped AI adoption in state government and what it means for the future. (pp. 1–23).
  • Neumann, O., Guirguis, K., & Steiner, R. (2022). Exploring artificial intelligence adoption in public organizations: A comparative case study. Public Management Review, 26(1), 114–141. https://doi.org/10.1080/14719037.2022.2048685
  • Ospina, S. M., Esteve, M., & Lee, S. (2018). Assessing qualitative studies in public administration research. Public Administration Review, 78(4), 593–605. https://doi.org/10.1111/puar.12837
  • Patton, M. Q. (2015). Qualitative research & evaluation methods: Integrating theory and practice. (Fourth edition). SAGE Publications, Inc.
  • Petriv, Y., Erlenheim, R., Tsap, V., Pappel, I., & Draheim, D. (2019). Designing Effective Chatbot Solutions for the public sector: A case study from Ukraine. In A. Chugunov, I. Khodachek, Y. Misnikov, & D. Trutnev (Eds.), Electronic Governance and Open Society: Challenges in Eurasia. (pp. 320–335). Springer International Publishing. https://doi.org/10.1007/978-3-030-39296-3_24
  • Puranam, P. (2018). The Microstructure of Organizations. (Vol. 1). Oxford University Press. https://doi.org/10.1093/oso/9780199672363.001.0001
  • Ramires Hernández, P., Valle-Cruz, D., & Mendoza Méndez, R. V. (2022). Review on the application of artificial intelligence-based chatbots in public administration. In D. Valle-Cruz, N. Plata-Cesar, & J. L. González-Ruíz (Eds.), Advances in Computational Intelligence and Robotics. (pp. 133–155)IGI Global. https://doi.org/10.4018/978-1-6684-5624-8.ch007
  • Rogers, E. M. (1995). Diffusion of Innovations. 4th Edition. Free Press.
  • Saldaña, J. (2021). The coding manual for qualitative researchers. (Fourth edition). SAGE Publishing Inc.
  • Scutella, M., Plewa, C., & Reaiche, C. (2022). Virtual agents in the public service: Examining citizens’ value-in-use. Public Management Review, 26(1), 73–88. https://doi.org/10.1080/14719037.2022.2044504
  • Shevat, A. (2017). Designing bots: Creating conversational experiences. (First edition). O’Reilly.
  • Tennås Holmen, A. K., & Ringholm, T. (2023). When innovative ideas encounter institutions: An analytical model. Public Performance & Management Review, 46(5), 1027–1046. https://doi.org/10.1080/15309576.2023.2224305
  • Themelis, C., Sime, J.-A., & Thornberg, R. (2022). Informed grounded theory: A symbiosis of philosophy, methodology, and art. Scandinavian Journal of Educational Research, 67(7), 1086–1099. https://doi.org/10.1080/00313831.2022.2115135
  • Thornberg, R. (2012). Informed grounded theory. Scandinavian Journal of Educational Research, 56(3), 243–259. https://doi.org/10.1080/00313831.2011.581686
  • Tornatzky, L. G., Fleischer, M., & Chakrabarti, A. K. (1990). The processes of technological innovation. Lexington Books.
  • Van Noordt, C., & Misuraca, G. (2019). New Wine in Old Bottles: Chatbots in Government. In P. Panagiotopoulos, N. Edelmann, O. Glassey, G. Misuraca, P. Parycek, T. Lampoltshammer, & B. Re (Eds.), Electronic Participation: Proceedings of the 11th IFIP WG 8.5 International Conference, ePart 2019. (Vol. 11686, pp. 49–59). Springer International Publishing. https://doi.org/10.1007/978-3-030-27397-2_5
  • Van Noordt, C., & Misuraca, G. (2022). Artificial intelligence for the public sector: Results of landscaping the use of AI in government across the European Union. Government Information Quarterly, 39(3), 101714. https://doi.org/10.1016/j.giq.2022.101714
  • Vereinte Nationen (2022). (Ed.). United Nations E-Government Survey 2022: The future of digital government. United Nations.
  • Vogl, T. M., Seidelin, C., Ganesh, B., & Bright, J. (2020). Smart technology and the emergence of algorithmic bureaucracy: Artificial intelligence in UK local authorities. Public Administration Review, 80(6), 946–961. https://doi.org/10.1111/puar.13286
  • Wang, D., Richards, D., Bilgin, A. A., & Chen, C. (2023). Implementation of a conversational virtual assistant for open government data portal: Effects on citizens. Journal of Information Science, 016555152211511. https://doi.org/10.1177/01655515221151140
  • Wang, Y., Zhang, N., & Zhao, X. (2022). Understanding the determinants in the different government AI adoption stages: Evidence of local government chatbots in China. Social Science Computer Review, 40(2), 534–554. https://doi.org/10.1177/0894439320980132
  • Wang, Y.-F., Chen, Y.-C., & Chien, S.-Y. (2023). Citizens’ intention to follow recommendations from a government-supported AI-enabled system. Public Policy and Administration, 095207672311761. https://doi.org/10.1177/09520767231176126
  • Willems, J., Schmid, M. J., Vanderelst, D., Vogel, D., & Ebinger, F. (2022). AI-driven public services and the privacy paradox: Do citizens really care about their privacy? Public Management Review, 25(11), 2116–2134. https://doi.org/10.1080/14719037.2022.2063934
  • Wirtz, B. W., Weyerer, J. C., & Geyer, C. (2019). Artificial intelligence and the public sector—applications and challenges. International Journal of Public Administration, 42(7), 596–615. https://doi.org/10.1080/01900692.2018.1498103
  • Wright, J. (2021). the alexafication of adult social care: Virtual assistants and the changing role of local government in England. International Journal of Environmental Research and Public Health, 18(2), 812. https://doi.org/10.3390/ijerph18020812
  • Yaeli, A., & Zeltyn, S. (2021). Where and Why is My Bot Failing? A Visual Analytics Approach for Investigating Failures in Chatbot Conversation Flows [Paper presentation].2021 IEEE Visualization Conference (VIS), 141–145. https://doi.org/10.1109/VIS49827.2021.9623295
  • Yin, R. K. (2017). Case study research and applications: Design and methods. (Sixth edition). SAGE.
  • Young, M. M., Bullock, J. B., & Lecy, J. D. (2019). Artificial discretion as a tool of governance: A framework for understanding the impact of artificial intelligence on public administration. Perspectives on Public Management and Governance, 2(4), 301–313. https://doi.org/10.1093/ppmgov/gvz014

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.