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

Marius Pislaru, Ciprian Sorin Vlad, Larisa Ivascu () and Iulia Ioana Mircea ()
Additional contact information
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

Sustainability, 2024, vol. 16, issue 7, 1-17

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.

Keywords: sustainability; social responsibility; governance; innovation; citizen participation; virtual assistant (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2071-1050/16/7/2686/pdf (application/pdf)
https://www.mdpi.com/2071-1050/16/7/2686/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:16:y:2024:i:7:p:2686-:d:1363395

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().