Chapter 5: Enhancing citizen service management through AI-enabled systems - a proposed AI readiness framework for the public sector
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Artificial Intelligence (AI) has demonstrated its capabilities to match up or, in some situations, surpass humans in what was thought to be uniquely human qualities - strategic thinking and decision making. This has led to the mass adoption of AI technologies. All these adoptions are to serve their customers better and reduce capital costs. This trend is also apparent in the public sector, whereby citizen service is vital, and prudence in the utilisation of government budgets has to be monitored and ‘best value for money’ ensured. Hence to leverage AI as part of an agency’s digital blueprint, in an attempt to meet citizens’ expectations, agencies will be pressed to have a tool to assess their own AI readiness before they take a leap of faith to implement AI as one of their IT enablers. The result of this chapter is a proposed TOE framework on how AI readiness can be assessed before a government agency decides to implement AI-enabled technologies. These results contribute to the body of practice research on the AI readiness framework.

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