Chapter 6: Measuring user-centricity in AI-enabled European public services: a proposal for enabling maturity models
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User-centricity, formally introduced in 2009 by the European Commission, is one of the underlying approaches to European public services. However, despite being a consolidated practice in the Member States, measuring all the user-centric principles for designing and delivering public services is difficult. This study introduces a framework embedding an innovative approach to measuring user centricity in AI enabled public services. The underlying perspective is that user centricity principles may be disaggregated into a list of single AI-enabled functionalities easier to measure, paving the way for adopting maturity models. The proposed framework contributes to the existing literature and adds an innovative method highlighting to what extent AI-based technologies reinforce the user-centricity of digital public services. A test on a small sample of public services provides the first feedback on the framework’s usability.

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