New Wine in Old Bottles: Chatbots in Government - Exploring the transformative impact of Chatbots in public service delivery

Advances in Artificial Intelligence technologies have revived the interest in Chatbots in both the private and the public sector. Chatbots could improve public service delivery by being able to answer frequently asked questions and conduct transactions, relieving staff from mundane tasks. However, previous e-Government research shows that the adoption of newer technologies does not always mean public services get improved. It is therefore of interest to research to which degree newer, advanced technologies such as Chatbots are able to improve, change and restructure public service delivery. This paper gives an exploratory insight using desktop research into three Chatbots currently used in the public administrations of Latvia, Vienna and Bonn. The findings suggest that minor organisational changes are accompanied with the introduction of Chatbot-technology in public administrations, but question whether Chatbots are able to transform traditional services to digital, integrated public service transactions.

VAN NOORDT Colin;  MISURACA Gianluca; 

2020-01-16

Springer Verlag

JRC116848

1611-3349 (online),    0302-9743 (print),   

https://link.springer.com/chapter/10.1007%2F978-3-030-27397-2_5,    https://publications.jrc.ec.europa.eu/repository/handle/JRC116848,   

10.1007/978-3-030-27397-2_5 (online),