Automating E-government services with artificial intelligence
Open accessAbstract
Artificial Intelligence (AI) has recently advanced the state-of-art results in an ever-growing number of domains. However, it still faces several challenges that hinder its deployment in the e-government applications-both for improving the e-government systems and the e-government-citizens interactions. In this paper, we address the challenges of e-government systems and propose a framework that utilizes AI technologies to automate and facilitate e-government services. Specifically, we first outline a framework for the management of e-government information resources. Second, we develop a set of deep learning models that aim to automate several e-government services. Third, we propose a smart e-government platform architecture that supports the development and implementation of AI applications of e-government. Our overarching goal is to utilize trustworthy AI techniques in advancing the current state of e-government services in order to minimize processing times, reduce costs, and improve citizens' satisfaction.
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AI use in government may reduce citizens' trust in government and government decisions.
“it may also reduce citizens' trust in government (Al-Mushayt, 2019;Gupta, 2019;Sun & Medaglia, 2019) and government decisions (Sun & Medaglia, 2019).”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
AI use in government may increase citizens' trust towards governments.
“While the use of AI in government may increase citizens' trust towards governments”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
AI for public governance potentially leads to economic benefits, such as more economical e-government services, reduced costs through workforce substitution, and enhanced industrial automation.
“Third, AI for public governance potentially leads to economic benefits, such as making e-government services and systems more economical (Al-Mushayt, 2019), reducing costs through workforce substitution (Wirtz & Müller, 2019), and enhancing industrial automation where robots perform complex tasks (Ben Rjab & Mellouli, 2018).”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
AI use in government can enhance efficiency and performance of government operations and e-government services and systems.
“First, efficiency and performance benefits refer to enhancing government operations' efficiency (Ojo et al., 2019) and e-government services and systems (Al-Mushayt, 2019).”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
Seven studies focus on public governance implications resulting from a particular type of AI, such as Machine Learning or Deep Learning.
“Some studies focus on public governance implications resulting from a particular type of AI (n = 7), such as Machine Learning (Alexopoulos et al., 2019) or Deep Learning (Al-Mushayt, 2019).”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
AI use in government faces interpretation challenges, including complex interpretation of AI results, information overload, incorrect decisions by policymakers, and opacity of AI systems.
“Fourth, concerning interpretation challenges, the interpretation of AI results can be complex (Al-Mushayt, 2019) and may, in certain situations, lead to an information overload (Alexopoulos et al., 2019).”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
The studies in the sample identified potential economic benefits of AI use in government.
“3) Economic benefits”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
The studies in the sample identified interpretation challenges for AI use in government.
“4) Interpretation challenges”
From Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda (2021) · cites this paper as Al-Mushayt, 2019
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Contraste de Políticas Públicas en el Contexto Tecnoeducativo
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Supply Chain Management Security Issues and Challenges in the Context of AI Applications
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Information knowledge and technology for development in Africa
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Tahapan Desain dan Implementasi Model Machine Learning untuk Sistem Tertanam
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- Authors
- Al-Mushayt, O. S.
- Affiliations
- King Khalid University (SA)
- Corresponding author
- Al-Mushayt, Omar Saeed
- Venue
- IEEE Access
- Published
- 2019
- Volume
- 7
- Pages
- 146821-146829
- ISSN
- 2169-3536 (ISSN-L)
- OpenAlex
- W2979699288
- Cited by
- 160
- References
- 29
- Citations by year
- 2026: 13 · 2025: 33 · 2024: 34 · 2023: 26 · 2022: 26 · 2021: 21 · 2020: 7
- FWCI
- 57.11
- Type
- journal article
- Language
- en
- Open access
- gold
- doi.org
- Locations
- IEEE Access (publishedVersion, cc-by)
- DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion, cc-by-sa)
- Topics
- Social Sciences › Political Science and International Relations › E-Government and Public Services
- Physical Sciences › Engineering › Media Technology › Smart Cities and Technologies
- Physical Sciences › Computer Science › Artificial Intelligence › Artificial Intelligence Applications
- Keywords
- e-government services, artificial intelligence automation, deep learning, trustworthy AI, citizen satisfaction
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