Work

Navigating AI Implementation in Local Government: Addressing Dilemmas by Fostering Mutuality and Meaningfulness

Year: 2025

Type: article

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.

Source: Information Systems Frontiers

DOI: 10.1007/s10796-025-10599-x

Authors: Emmi Heinisuo, Päivikki Kuoppakangas, Jari Stenvall

Institutions: VTT Technical Research Centre of Finland, University of Turku, Tampere University, University of Tampere

Language: English

Topic: E-Government and Public Services

Subfield: Political Science and International Relations

Field: Social Sciences

Domain: Social Sciences

SDG: Peace, justice, and strong institutions

Open Access status: hybrid

Estimated APC paid: $3,290