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AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges
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2022
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AI Technologies for Delivering Government Services to Citizens- Benefits and Challenges.pdf
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Abstract
This research presents a comprehensive understanding of AI in the public sector based on a review of 78 studies. The literature review indicates that an AI-analytical model and AI-based automation system are mostly used at the organizational level whilst AI-recommender and chatbot applications are implemented within the citizens' services context. The results reveal that AI benefits such as cost reduction and decision-making improvements are accrued by governments. Further, the benefits of personalization and positive user experiences are directly useful to citizens. The review highlights that developing and adopting AI, presents two categories of challenges: AI obstacles at the organizational level, such as employees' resistance, lack of managerial, and financial support, and second - AI dilemmas linked to citizens such as AI ambiguity, bias, and privacy. Accordingly, this study provides recommendations for further research on AI within the government and the public sector.