Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management

Detalhes bibliográficos
Autor(a) principal: Carvalho, Ana Marta Goucha de
Data de Publicação: 2023
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/150172
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
id RCAP_c89b58da27013deb700213da17613884
oai_identifier_str oai:run.unl.pt:10362/150172
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship ManagementArtificial IntelligenceCitizen Relationship ManagementGovernmentMunicipalitiesPublic Administration ModernisationPublic ServiceDissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business IntelligenceArtificial Intelligence (AI) is increasingly influencing everyday life and has become a key technology for government to improve citizen relationship management (CitRM): to establish, strengthen and boost the connection and interaction between public administration and citizens, in order to improve public service delivery and achieve effectiveness and efficiency. However, constraints such as the lack of awareness and knowledge regarding the potential of AI can explain the absence of a deeper adoption of this technological breakthrough. Thus, the aim of this study is to provide a better understanding of the abilities and possible uses of AI, more specifically how it can contribute to government augmented intelligence to improve CitRM. For this purpose to be achieved, this dissertation follows a Design Science Research methodology. A theoretical framework is performed on Artificial Intelligence and Government, and a systematic literature review is carried out to disclose relevant applications of AI in government. On the basis of the knowledge acquired, it is proposed a framework with a succinct set of recommendations that provides concrete information on possible AI-based applications and solutions to be adopted and used in Portuguese local government, namely at municipal level. Interviews with local government decision makers and experts in local government relationship with citizens confirm the usefulness and relevance of the framework and its possibility to provide a clear view on how AI can be used to improve CitRM. Despite a few concerns on challenges, opportunities such as optimising processes, improving and modernising public services, promoting citizen engagement and improving the relationship between citizens and municipalities were recognised by interviewees. This way, while helping public administration deal with the complexity surrounding Artificial Intelligence, the framework is expected to promote and underpin the adoption of AI solutions in government. Moreover, by adding knowledge to the use of AI in government, it is expected an intense scientific research and progress on the subject.Santos, Vitor Manuel Pereira Duarte dosMontargil, Filipe José de Oliveira Frescata e MarquesRUNCarvalho, Ana Marta Goucha de2023-03-08T14:25:17Z2023-01-262023-01-26T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/150172TID:203244443enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:32:03Zoai:run.unl.pt:10362/150172Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:53:59.275008Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
title Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
spellingShingle Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
Carvalho, Ana Marta Goucha de
Artificial Intelligence
Citizen Relationship Management
Government
Municipalities
Public Administration Modernisation
Public Service
title_short Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
title_full Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
title_fullStr Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
title_full_unstemmed Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
title_sort Government Augmented Intelligence - The Use of AI to Improve Citizen Relationship Management
author Carvalho, Ana Marta Goucha de
author_facet Carvalho, Ana Marta Goucha de
author_role author
dc.contributor.none.fl_str_mv Santos, Vitor Manuel Pereira Duarte dos
Montargil, Filipe José de Oliveira Frescata e Marques
RUN
dc.contributor.author.fl_str_mv Carvalho, Ana Marta Goucha de
dc.subject.por.fl_str_mv Artificial Intelligence
Citizen Relationship Management
Government
Municipalities
Public Administration Modernisation
Public Service
topic Artificial Intelligence
Citizen Relationship Management
Government
Municipalities
Public Administration Modernisation
Public Service
description Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
publishDate 2023
dc.date.none.fl_str_mv 2023-03-08T14:25:17Z
2023-01-26
2023-01-26T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/150172
TID:203244443
url http://hdl.handle.net/10362/150172
identifier_str_mv TID:203244443
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
_version_ 1799138129843585024

Registros relacionados