Improving public services using artificial intelligence: possibilities, pitfalls, governance

Paul Henman

Asia Pacific Journal of Public Administration, 2020, vol. 42, issue 4, 209-221

Abstract: Artificial intelligence arising from the use of machine learning is rapidly being developed and deployed by governments to enhance operations, public services, and compliance and security activities. This article reviews how artificial intelligence is being used in public sector for automated decision making, for chatbots to provide information and advice, and for public safety and security. It then outlines four public administration challenges to deploying artificial intelligence in public administration: accuracy, bias and discrimination; legality, due process and administrative justice; responsibility, accountability, transparency and explainability; and power, compliance and control. The article outlines technological and governance innovations that are being developed to address these challenges.

Date: 2020
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DOI: 10.1080/23276665.2020.1816188

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