Skip to main content
SpringerLink
Log in

Artificial Intelligence Use in e-Government Services: A Systematic Interdisciplinary Literature Review

  • Conference paper
  • First Online:
Future Data and Security Engineering. Big Data, Security and Privacy, Smart City and Industry 4.0 Applications (FDSE 2022)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1688))

Included in the following conference series:

Abstract

The objective of this paper is to conduct an interdisciplinary systematic literature review of the current state of the art related to the use of Artificial Intelligence in the field of e-Government services that includes technical applications. The study uses the systematic literature review methodology prescribed for software science. Of over 500 resulting articles, the final relevant number of articles is 29. The results include a large cross-section of disciplinary approaches. One surprise result is that even technical articles considered the ramifications of the use of AI in government services on underserved populations. The field of use of AI in government services for service provision is still a new area of investigation and more literature is being published constantly. Because of this, a recommendation for potential areas of future research include readiness assessment frameworks and security.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 44.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 59.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Zuiderwijk, A., Chen, Y., Salem, F.: Implications of the use of artificial intelligence in public governance: a systematic literature review and a research agenda. Government Information Quarterly 38(3), 101577 (2021)

    Google Scholar 

  2. Wirtz, B., Weyerer, J.C., Sturm, B.J.: The dark sides of artificial intelligence: An integrated AI governance framework for public administration. Int. J. Public Adm. 43(9), 818–829 (2020)

    Article  Google Scholar 

  3. Di Vaio, A., Palladino, R., Hassan, R., Escobar, O.: Artificial intelligence and business models in the sustainable development goals perspective: a systematic literature review. J. Bus. Res. 121, 283–314 (2020)

    Article  Google Scholar 

  4. de Sousa, W.G., de Melo, E.R.P., Bermejo, P.H.D.S., Farias, R.A.S., Gomes, A.O.: How and where is artificial intelligence in the public sector going? A literature review and research agenda. Government Information Quarterly 36(4), 101392 (2019)

    Google Scholar 

  5. Burgers, C., Brugman, B.C., Boeynaems, A.: Systematic literature reviews: four applications for interdisciplinary research. J. Pragmat. 145, 102–109 (2019)

    Article  Google Scholar 

  6. Kitchenham, B.O., Brereton, P., Budgen, D., Turner, M., Bailey, J., Linkman, S.: Systematic literature reviews in software engineering–a systematic literature review. Inf. Softw. Technol. 51(1), 7–15 (2009)

    Article  Google Scholar 

  7. Beecham, S., Baddoo, N., Hall, T., Robinson, H., Sharp, H.: Motivation in software engineering: a systematic literature review. Inf. Softw. Technol. 50(9–10), 860–878 (2008)

    Article  Google Scholar 

  8. Ahn, M.J., Chen, Y.C.: Artificial intelligence in government: potentials, challenges, and the future. In: The 21st Annual International Conference on Digital Government Research, pp. 243–252 (2020)

    Google Scholar 

  9. Akkaya, C., Krcmar, H.: Potential use of digital assistants by governments for citizen services: The case of Germany. In: Proceedings of the 20th Annual International Conference on Digital Government Research pp. 81–90 (2019)

    Google Scholar 

  10. Al-Mushayt, O.S.: Automating E-government services with artificial intelligence. IEEE Access 7, 146821–146829 (2019)

    Article  Google Scholar 

  11. Anwer, M.A., Shareef, S.A., Ali, A.M.: October. Smart traffic incident reporting system in e-government. In: Proceedings of the ECIAIR 2019 European Conference on the Impact of Artificial Intelligence and Robotic (2019)

    Google Scholar 

  12. Balta, D., Kuhn, P., Sellami, M., Kulus, D., Lieven, C., Krcmar, H.: How to streamline AI application in government? A case study on citizen participation in Germany. In: International Conference on Electronic Government, pp. 233–247. Springer, Cham (2019)

    Google Scholar 

  13. Chatterjee, S., Khorana, S., Kizgin, H.: Harnessing the Potential of Artificial Intelligence to Foster Citizens’ Satisfaction: An empirical study on India. Government information quarterly 101621 (2021)

    Google Scholar 

  14. Chen, T., Ran, L., Gao, X.: AI innovation for advancing public service: The case of China's first Administrative Approval Bureau. In: Proceedings of the 20th Annual International Conference on Digital Government Research, pp. 100–108 (2019)

    Google Scholar 

  15. Dreyling, R., Jackson, E., Pappel, I.: Cyber Security Risk Analysis for a Virtual Assistant G2C Digital Service Using FAIR Model. In: 2021 Eighth International Conference on eDemocracy & eGovernment (ICEDEG), pp. 33–40. IEEE (2021)

    Google Scholar 

  16. Drobotowicz, K., Kauppinen, M., Kujala, S.: Trustworthy AI Services in the Public Sector: What Are Citizens Saying About It?. In: International Working Conference on Requirements Engineering: Foundation for Software Quality, pp. 99–115. Springer, Cham (2021)

    Google Scholar 

  17. Engin, Z., Philip Treleaven, P.: Algorithmic government: automating public services and supporting civil servants in using data science technologies. The Computer Journal 62(3), 448–460 (2019)

    Google Scholar 

  18. Fatima, S., Desouza, K., Buck, C., Fielt, E.: Business model canvas to create and capture AI-enabled public value. In: Proceedings of the 54th Hawaii International Conference on System Sciences, p. 2317 (2021)

    Google Scholar 

  19. Gunaratne, H., Pappel, I.: Enhancement of the e-invoicing systems by increasing the efficiency of workflows via disruptive technologies. In: International Conference on Electronic Governance and Open Society: Challenges in Eurasia, pp. 60–74. Springer, Cham (2020)

    Google Scholar 

  20. Henman, P.: Improving public services using artificial intelligence: possibilities, pitfalls, governance. Asia Pacific Journal of Public Administration 42(4), 209–221 (2020)

    Article  Google Scholar 

  21. Hong, S., Kim, Y., Park, J.: Big data and smat city planning: The case of Owl Bus in Seoul. In: 2018 IEEE International Conference on Big Data (Big Data), pp. 4492–4500. IEEE (2018)

    Google Scholar 

  22. Kuziemski, M., Misuraca, G.: AI governance in the public sector: Three tales from the frontiers of automated decision-making in democratic settings. Telecommunications policy 44(6), 101976 (2020)

    Google Scholar 

  23. Al Marri, A., Albloosh, F., Moussa, S., Elmessiry, H.: Study on the impact of artificial intelligence on government E-service in Dubai. In: 2019 International Conference on Digitization (ICD), pp. 153–159. IEEE (2019)

    Google Scholar 

  24. Medhane, D.V., Sangaiah, A.K.: PCCA: Position confidentiality conserving algorithm for content-protection in e-governance services and applications. IEEE Transactions on Emerging Topics in Computational Intelligence 2(3), 194–203 (2018)

    Article  Google Scholar 

  25. Misuraca, G., van Noordt, C., Boukli, A.: The use of AI in public services: results from a preliminary mapping across the EU. In: Proceedings of the 13th International Conference on Theory and Practice of Electronic Governance, pp. 90–99 (2020)

    Google Scholar 

  26. Mittal, P.: A multi-criterion decision analysis based on PCA for analyzing the digital technology skills in the effectiveness of government services. In: 2020 International Conference on Decision Aid Sciences and Application (DASA), pp. 490–494. IEEE (2020)

    Google Scholar 

  27. Montoya, L., Rivas, P.: Government AI readiness meta-analysis for Latin America and The Caribbean. In: 2019 IEEE International Symposium on Technology and Society (ISTAS), pp. 1–8. IEEE (2019)

    Google Scholar 

  28. Nam, T.: How did Korea use technologies to manage the COVID-19 crisis? A country report.". International Review of Public Administration 25(4), 225–242 (2020)

    Article  MathSciNet  Google Scholar 

  29. Pappel, I., Gelashvili, T., and Pappel, I.: Maturity Model for Automatization of Service Provision and Decision-making Processes in Municipalities. In: Proceedings of Sixth International Congress on Information and Communication Technology, pp. 399–409. Springer, Singapore (2022)

    Google Scholar 

  30. Park, S., Humphry, J.: Exclusion by design: intersections of social, digital and data exclusion. Inf. Commun. Soc. 22(7), 934–953 (2019)

    Article  Google Scholar 

  31. Petersen, A.C., Cohn, M.L., Hildebrandt, T., Møller, N.H.: ‘Thinking Problematically’ as a Resource for AI Design in Politicised Contexts. In: CHItaly 2021: 14th Biannual Conference of the Italian SIGCHI Chapter, pp. 1–8 (2021)

    Google Scholar 

  32. Petersen, A.C., Cohn, M.L., Hildebrandt, T., Møller, N.H.: ‘Thinking Problematically’ as a Resource for AI Design in Politicised Contexts. In: CHItaly 2021: 14th Biannual Conference of the Italian SIGCHI Chapter, pp. 1–8 (2021)

    Google Scholar 

  33. Snowdon, J.L., Robinson, B., Staats, C., Wolsey, K., Sands-Lincoln, M., Strasheim, T., Kassler, W.: Empowering caseworkers to better serve the most vulnerable with a cloud-based care management solution. Applied Clinical Informatics 11(04), 617–621 (2020)

    Google Scholar 

  34. Noordt, C.V., Misuraca, G.: New wine in old bottles: Chatbots in government. In: International Conference on Electronic Participation, pp. 49–59. Springer, Cham (2019)

    Google Scholar 

  35. van Noordt, C., Misuraca, G.: Evaluating the impact of artificial intelligence technologies in public services: towards an assessment framework. In: Proceedings of the 13th International Conference on Theory and Practice of Electronic Governance, pp. 8–16 (2020)

    Google Scholar 

  36. Wirtz, B.W., Weyerer, J.C., Geyer, C.: Artificial intelligence and the public sector—applications and challenges. Int. J. Public Adm. 42(7), 596–615 (2019)

    Article  Google Scholar 

  37. Misuraca, G., Van Noordt, C.: AI Watch-Artificial Intelligence in public services: Overview of the use and impact of AI in public services in the EU. JRC Working Papers, (JRC120399) (2020)

    Google Scholar 

  38. van Noordt, C., Misuraca, G.: Artificial intelligence for the public sector: results of landscaping the use of AI in government across the European Union. Government Information Quarterly, 101714 (2022)

    Google Scholar 

Download references

Acknowledgements

This work in the project “ICT programme” was supported by the European Union through European Social Fund.

Author information

Authors and Affiliations

  1. Tallinn University of Technology, Ehitajate Tee 5, 19086, Tallinn, Estonia

    Richard Michael Dreyling III, Tanel Tammet & Ingrid Pappel

Authors
  1. Richard Michael Dreyling III
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Tanel Tammet
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Ingrid Pappel
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Richard Michael Dreyling III .

Editor information

Editors and Affiliations

  1. Ho Chi Minh City University of Food Industry, Ho Chi Minh City, Vietnam

    Tran Khanh Dang

  2. Johannes Kepler University of Linz, Linz, Austria

    Josef Küng

  3. Sungkyunkwan University, Seoul, Korea (Republic of)

    Tai M. Chung

Rights and permissions

Reprints and permissions

Copyright information

© 2022 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Dreyling, R., Tammet, T., Pappel, I. (2022). Artificial Intelligence Use in e-Government Services: A Systematic Interdisciplinary Literature Review. In: Dang, T.K., Küng, J., Chung, T.M. (eds) Future Data and Security Engineering. Big Data, Security and Privacy, Smart City and Industry 4.0 Applications. FDSE 2022. Communications in Computer and Information Science, vol 1688. Springer, Singapore. https://doi.org/10.1007/978-981-19-8069-5_37

Download citation

  • DOI: https://doi.org/10.1007/978-981-19-8069-5_37

  • Published:

  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-19-8068-8

  • Online ISBN: 978-981-19-8069-5

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation