*Dossiê* Towards a Conversational Public Administration? Public Services, Chatbots, and New Organisational Challenges for Local Authorities: public services, chatbots, and new organisational challenges for local authorities

Abstract

Introduction: In a context where public administrations are increasingly required to rethink their organizational and relational models in light of digital transformation, artificial intelligence (AI) emerges as a promising lever for innovation in local public services. In particular, the intersection between AI and institutional communication opens up new scenarios for the interaction between administrations and citizens, raising critical questions about efficiency, accessibility, and trust. Objective: This study explores the organizational challenges and communication practices associated with the introduction of AI in Italian local governments, with a specific focus on the deployment of chatbots and the use of AI tools by public employees. Methodology: The research adopts a qualitative methodology, based on 26 in-depth interviews with managers, officials, and heads of ICT and communication departments in public entities across three Italian regions (Lombardy, Emilia-Romagna, and Lazio), selected based on their level of digital maturity. Results: The findings reveal a heterogeneous and still experimental landscape: while there are promising opportunities in terms of automation and service improvement, structural weaknesses persist, particularly concerning organizational fragmentation, data governance, and the shortage of internal competencies. The use of chatbots in communication processes is widely viewed as potentially beneficial, yet its effectiveness is heavily dependent on the quality of informational infrastructures and the ability of AI to support trust-based relationships. Conclusion: Ultimately, the study offers a reflection on the conditions necessary for the effective integration of AI into the broader eGovernment framework.Introduzione: in un contesto in cui le pubbliche amministrazioni sono sempre più chiamate a ripensare i propri modelli organizzativi e relazionali alla luce della trasformazione digitale, l’intelligenza artificiale (IA) emerge come una leva promettente per l’innovazione nei servizi pubblici locali. In particolare, l’intersezione tra IA e comunicazione istituzionale apre nuovi scenari per l’interazione tra amministrazioni e cittadini, sollevando questioni critiche riguardo a efficienza, accessibilità e fiducia. Obiettivo: questo studio esplora le sfide organizzative e le pratiche comunicative associate all’introduzione dell’IA nelle amministrazioni locali italiane, con un focus specifico sull’impiego di chatbot e sull’uso di strumenti di IA da parte dei dipendenti pubblici. Metodologia: la ricerca adotta una metodologia qualitativa, basata su 26 interviste in profondità con dirigenti, funzionari e responsabili dei dipartimenti ICT e di comunicazione in enti pubblici di tre regioni italiane (Lombardia, Emilia Romagna e Lazio), selezionati in base al loro livello di maturità digitale (Indice DESI Regionale, Politecnico di Milano, 2022). Risultati: i risultati rivelano un panorama eterogeneo e ancora sperimentale: sebbene vi siano opportunità promettenti in termini di automazione e miglioramento dei servizi, persistono debolezze strutturali, in particolare riguardo alla frammentazione organizzativa, alla governance dei dati e alla carenza di competenze interne. L’uso dei chatbot nei processi comunicativi è ampiamente percepito come potenzialmente vantaggioso, ma la sua efficacia dipende in larga misura dalla qualità delle infrastrutture informative e dalla capacità dell’IA di sostenere relazioni basate sulla fiducia. Conclusione: lo studio offre una riflessione sulle condizioni necessarie per l’efficace integrazione dell’IA all’interno del più ampio quadro dell’eGovernment.In a context where public administrations are increasingly required to rethink their organizational and relational models in light of digital transformation, artificial intelligence (AI) emerges as a promising lever for innovation in local public services. In particular, the intersection between AI and institutional communication opens up new scenarios for the interaction between administrations and citizens, raising critical questions about efficiency, accessibility, and trust. This study explores the organizational challenges and communication practices associated with the introduction of AI in Italian local governments, with a specific focus on the deployment of chatbots and the use of AI tools by public employees. The research adopts a qualitative methodology, based on 26 in-depth interviews with managers, officials, and heads of ICT and communication departments in public entities across three Italian regions (Lombardy, Emilia-Romagna, and Lazio), selected based on their level of digital maturity. The findings reveal a heterogeneous and still experimental landscape: while there are promising opportunities in terms of automation and service improvement, structural weaknesses persist, particularly concerning organizational fragmentation, data governance, and the shortage of internal competencies. The use of chatbots in communication processes is widely viewed as potentially beneficial, yet its effectiveness is heavily dependent on the quality of informational infrastructures and the ability of AI to support trust-based relationships. Ultimately, the study offers a reflection on the conditions necessary for the effective integration of AI into the broader eGovernment framework