The impact of chatbots on public service provision: A qualitative interview study with citizens and public service providers

Abstract

Chatbots are increasingly taken up by public service providers, yet the implications of taking up this technology as part of public service provision is understudied. Based on a thematic analysis of 34 in-depth interviews with citizens and public service providers concerning a chatbot for municipal information and service delivery, this article contributes insights on how public service chatbots impact public value creation. Theoretically, we draw on public value theory, analyzing chatbots' impact on public services, administration, and the relationship between citizens and public service providers. Our analysis shows that chatbots have an impact on public values and public value creation, particularly by improving citizens' access to public services and public service providers insights into citizens' needs. The findings suggest that citizens and public service providers experience chatbots as an improvement in terms of access and efficiency, albeit not a massive shift. Simultaneously, the findings suggest potential for more profound changes in service and administration as public service providers gain better insights of citizen needs and respond to these accordingly.