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Abstract
This study explores AI-enabled local public service provisioning, especially dilemmas of the mutual and meaningful development process. Theoretically, it builds on the current literature on AI implementation in the public sector and relates it to the theorisations of mutuality and meaningfulness. Empirically, it examines the experiences of public agents in a qualitative case study of chatbot development by the City of Oulu, Finland. The study concludes six factors that are constructed into three interconnected dilemma pairs to examine cross-cutting problematic decision-making scenarios and provide reconciliations through mutuality and meaningfulness.
| Original language | English |
|---|---|
| Journal | Information Systems Frontiers |
| DOIs | |
| Publication status | E-pub ahead of print - 2025 |
| MoE publication type | A1 Journal article-refereed |
Funding
The authors wish to acknowledge the project Ethical AI for the Governance of the Society (ETAIROS) funded by the Strategic Research Council (SRC) at the Academy of Finland and the project Meaningfulness of Work and Customer Value in Public Sector Service Provision (METKU) funded by the Finnish Work Environment Fund.
Keywords
- Artificial intelligence
- Meaningfulness
- Mutuality
- Public services
Fingerprint
Dive into the research topics of 'Navigating AI Implementation in Local Government: Addressing Dilemmas by Fostering Mutuality and Meaningfulness'. Together they form a unique fingerprint.Projects
- 1 Active
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ETAIROS: Ethical AI for the Governance of the Society
Leikas, J. (Manager), Lehtinen, S. (Participant), Sigfrids, A. (Participant), Nieminen, M. (Participant), Karvonen, A. (Participant), Rilla, N. (Participant), Wessberg, N. (Participant), Lanne, M. (Participant), Gotcheva, N. (Participant) & Salonen, T.-T. (Participant)
1/06/19 → 31/08/25
Project: Academy of Finland project
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