Trends and challenges of e-government chatbots: Advances in exploring open government data and citizen participation content

This work was supported by the Spanish Ministry of Science and Innovation (PID2019-108965GB-I00) and the Regional Government of Andalusia (P20_00314 and B-SEJ-556-UGR20). The authors thank all people who participated in the reported studies.In this paper, we propose a conceptual framework composed of a number of e-government, implementation and evaluation-oriented variables, with which we jointly analyze chatbots presented in the research literature and chatbots deployed as public services in Spain at national, regional and local levels. As a result of our holistic analysis, we identify and discuss current trends and challenges in the development and evaluation of chatbots in the public administration sector, such as focusing the use of the conversational agents on the search for government information, documents and services –leaving citizen consultation and collaboration aside–, and conducting preliminary evaluations of prototypes in limited studies, lacking experiments on deployed systems, with metrics beyond effectiveness and usability –e.g., metrics related to the generation of public values. Addressing some of the identified challenges, we build and evaluate two novel chatbots that present advances in the access to open government data and citizen participation content. Moreover, we come up with additional, potential research lines that may be considered in the future for a new generation of e-government chatbots.Spanish Ministry of Science and Innovation (PID2019-108965GB-I00)Regional Government of Andalusia (P20_00314 and B-SEJ-556-UGR20

Virtual Library - Blending Mirror and Fantasy Layers into a VR Interface for a Public Library

We present an immersive VR interface for a public library where a mirror-world like virtual copy of the physical library is blended with imaginary virtual fantasy layers into a hybrid space for library content. The design of the system was guided by multi-stakeholder Participatory Design process involving library staff, library customers and researchers. The findings of the qualitative user evaluation of the prototype suggest that this kind of a VR interface is an exciting extension to a physical library, indicating the unlimited possibilities offered by the VR’s ability to send the user into imaginary places.Peer reviewe

Technology Adoption and Innovation in Public Services.The Case of E-Government in Italy

Using data on 1,176 Italian municipalities in 2005, this paper discusses a number of factors associated with the development of a particular type of innovative activities, namely e-government services supplied by local public administrations (PAs). We find that municipalities which got involved into e-government are larger, carry out more in-house ICT activities and are more likely to have intra-net infrastructures, relative to PAs that do not offer front office digitalised services. They are also generally located in regions with relatively large shares of firms using or producing ICT, where many other municipalities offer digitalised services, and where concentration of inhabitants in metropolitan areas is not very high. The range and quality of e-government services supplied by local PAs tend to increase with their stock of ICT competencies, with their efforts to train workers, and with their ability to organise efficient interfaces with end-users. Moreover, there is a correlation between the range and quality of e-government services offered and the broadband infrastructure development of the geographic area in which local PAs are located. In more general terms, we show that the combination of internal competencies and context specific factors is different when explaining the decision to start e-government activities vs. the intensity of such activities. Regional factors, relating to both demand and supply of services, appear to affect only the decision to enter e-government activities. Competencies needed to expand and improve the quality of services are much more numerous and complex than the ones associated with the mere decision to start e-government activities.Innovation system, Dynamic capabilities, Technology adoption, Electronic government, Innovation in services, Two-part model.

Users and Usage of Community Websites: The myhamilton.ca Experience

This paper presents research results pertaining to the users and usage of the myhamilton.ca community website. Data collection and analysis occurred during two different phases. The first involved the administration of an online survey and the tracking of website activities of 466 actual end-users in which a unique identification feature linked participants’ website activities with their demographic and personality data. During the second phase, a more detailed online survey asked for self-reports of website usage from 733 end-users. Results from both rounds of data collection suggest that the website provides a valuable service and is superior to traditional methods of information gathering, but there is a need to increase website usage and to reach a broader demographic. Discussion ensues on how managers of myhamilton.ca are actively addressing these concerns via the myhamilton Renovation Project as a means of increasing website utilization

e-Participation: Promoting Dialogue and Deliberation between Institutions and Civil Society

Information and Communication Technologies (ICT) are increasingly becoming more pervasive of peoples lives, both for individual and collective usage. Hence, it becomes tempting to develop electronic tools that can constitute alternatives to enhance citizenship, in particular tools that can be used in the context of societal debates of public policies. This report explores the conditions to deploying electronic based public participation methodologies and online ICT based participatory processes within public policy processes. It reflects on the challenges, promises and motivations of using ICT to promote dialogue and deliberation among institutions and the civil society. It consists in part of a revision of the techniques and tools commonly used in electronic public participation processes, referring to case studies where these techniques and tools were employed. Special attention was given to cases where the outcome from the public participation process supported a decision process. The conditions of deployment of e-participation processes in public policy formulation were framed within the concept of quality, specifically in the concept of ¿fitness for purpose¿. An electronic tool was designed and implemented, not only featuring dialogue components, but also collaborative ones, as response to some of the identified challenges. Based on the review of e-participation tools and the preliminary usage of the tool developed, a protocol for quality assurance of e-participation tools is offered.JRC.G.9-Econometrics and statistical support to antifrau

mWASH: Mobile Phone Applications for the Water, Sanitation, and Hygiene Sector

This report assesses how water and sanitation practitioners have begun to tap the potential of mobile phones as tools to improve water, sanitation, and hygiene (WASH) services. Coined "mWASH" solutions, this report analyzes how mobile technology applications are already being tapped in many areas, such as health, agriculture, and disaster relief, as well as WASH. The ten case studies call out lessons critical for developing robust mWASH applications. Using SMS, email, or the web, citizens and residents can remotely report conditions such as poor water quality and sewage backflow, register lack of infrastructure to aid in network expansion, and view information on the status of service provision and problem resolution