Navigating the integration of ChatGPT in UAE’s government sector: challenges and opportunities

Ghada Nabil Goher

Digital Transformation and Society, 2024, vol. 4, issue 1, 57-72

Abstract: Purpose - This research examines how responsible deployment of ChatGPT in the UAE’s government sector, guided by New Public Management principles, can enhance customer journeys by integrating services across government bodies. Through semi-structured interviews with UAE government officers, the study investigates this approach’s benefits, challenges, and applications for achieving efficient and integrated public service delivery. Design/methodology/approach - This research adopts a qualitative approach, purposive sampling strategy, and semi-structured interviews to explore the subjective viewpoints of 20 high-level UAE government authorities. The thematic analysis uncovers ChatGPT’s benefits, challenges, and applications, aligning with New Public Management principles. Findings - Thematic analysis reveals four themes: Benefits and Applications of ChatGPT, Challenges, Strategies to Overcome Challenges, and Steps for Customer Journey Enhancement through ChatGPT. Research limitations/implications - The analysis is based on participant responses provided during the interviews, which may be subject to biases or incomplete information. Secondly, the study focuses solely on the provided applications and participant responses, limiting the generalizability of the conclusions to other contexts. Practical implications - The implementation of ChatGPT in the government sector has practical implications for transforming its operations and enhancing communication, efficiency, decision-making, and service offerings: citizen engagement, streamlined processes, and informed governance. Originality/value - This study uniquely examines ChatGPT’s role in government, offering insights into communication, efficiency, decision-making, and service offerings. Identifying hurdles enriches understanding of ChatGPT’s practical integration in government.

Keywords: ChatGPT; Government sector; Public service delivery; Benefits of ChatGPT; Applications of ChatGPT; Limitations of ChatGPT; New public management (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)

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:eme:dtspps:dts-03-2024-0024

DOI: 10.1108/DTS-03-2024-0024

Access Statistics for this article

Digital Transformation and Society is currently edited by Professor Robin Qiu

More articles in Digital Transformation and Society from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().