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Citizen-Centric Governance: Enhancing Citizen Engagement through Artificial Intelligence Tools

Author

Listed:
  • Marius Pislaru

    (Department of Engineering Management, Faculty of Industrial Design and Business Management, “Gheorghe Asachi” Technical University of Iasi, 700050 Iasi, Romania)

  • Ciprian Sorin Vlad

    (Department of Management, Research Center for Engineering and Management (RCEM), Faculty of Management in Production and Transportation, Politehnica University of Timișoara, 300006 Timișoara, Romania)

  • Larisa Ivascu

    (Department of Management, Research Center for Engineering and Management (RCEM), Faculty of Management in Production and Transportation, Politehnica University of Timișoara, 300006 Timișoara, Romania)

  • Iulia Ioana Mircea

    (Faculty of Transportation, National University of Science and Technology Politehnica Bucharest, 060042 Bucharest, Romania)

Abstract

The public sector presents important steps for digital transformation. Digital transformation uses a series of tools and methods to improve the relationship with citizens and improve benefits. This paper explores the role of artificial intelligence (AI) in governance processes and provides public institutions with insight regarding the impact of integrating chatbot communication tools when interacting with citizens. The present research provides an analysis of the socio-economic factors that determine the use of artificial intelligence tools, i.e., the propensity to interact more with the public administration as a result of improved communication through virtual assistants, and highlights the implications of AI in improving services towards civil society by determining the degree of satisfaction on aspects such as reduced waiting times in queues, access to information regardless of the traditional working hours of civil servants, quicker execution of operations, et al. The results, derived from an analysis of 507 sets of responses obtained from an online questionnaire, indicate that a number of variables, such as residential environment, employment status, household income and education level, significantly impact the effectiveness of artificial intelligence in mediating citizen communication with government.

Suggested Citation

  • Marius Pislaru & Ciprian Sorin Vlad & Larisa Ivascu & Iulia Ioana Mircea, 2024. "Citizen-Centric Governance: Enhancing Citizen Engagement through Artificial Intelligence Tools," Sustainability, MDPI, vol. 16(7), pages 1-17, March.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:7:p:2686-:d:1363395
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    References listed on IDEAS

    as
    1. Ernst Ekkehardt & Merola Rossana & Samaan Daniel, 2019. "Economics of Artificial Intelligence: Implications for the Future of Work," IZA Journal of Labor Policy, Sciendo & Forschungsinstitut zur Zukunft der Arbeit GmbH (IZA), vol. 9(1), pages 1-35, June.
    2. Tan Yigitcanlar & Kevin C. Desouza & Luke Butler & Farnoosh Roozkhosh, 2020. "Contributions and Risks of Artificial Intelligence (AI) in Building Smarter Cities: Insights from a Systematic Review of the Literature," Energies, MDPI, vol. 13(6), pages 1-38, March.
    3. Wasi Ul Hassan Shah & Rizwana Yasmeen & Muddassar Sarfraz & Larisa Ivascu, 2023. "The Repercussions of Economic Growth, Industrialization, Foreign Direct Investment, and Technology on Municipal Solid Waste: Evidence from OECD Economies," Sustainability, MDPI, vol. 15(1), pages 1-14, January.
    4. Ernst Ekkehardt & Merola Rossana & Samaan Daniel, 2019. "Economics of Artificial Intelligence: Implications for the Future of Work," IZA Journal of Labor Policy, Sciendo & Forschungsinstitut zur Zukunft der Arbeit GmbH (IZA), vol. 9(1), pages 7-72, June.
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