International Journal of Technology and Systems

ISSN 2518-881X (Online)

Vol.8, Issue 2, No.4, pp 65 – 81, 2023

www.iprjb.org

A Systematic Review of the Use of Artificial Intelligence in Managing Innovation in

E-Government Organizations Worldwide

Mayid Alshaer

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International Journal of Technology and Systems
ISSN 2518-881X (Online)
Vol.8, Issue 2, No.4, pp 65 – 81, 2023
www.iprjb.org
A Systematic Review of the Use of Artificial Abstract
Intelligence in Managing Innovation in E- Purpose: This paper delivers a methodical literature
Government Organizations Worldwide review that focuses on the application of artificial
intelligence (AI) to handle innovation within e-
government organizations globally.
Mayid Alshaer Methodology: Showcasing meticulousness, the
review utilized a structured method to scrutinize 11
academic studies obtained from established, globally
Article History
renowned databases, such as Scopus and Web of
Received 5th October 2023 Science.
Received in Revised Form 17th October 2023
Findings: The findings underscore an expansive
Accepted 29th October 2023 array of AI applications within e-government's
innovation management, incorporating data-led
decision processes, chatbots for effective consumer
service, sentiment inspection for useful citizen
critique, and predictive analysis for service
refinement. Conversely, incorporating AI within e-
government establishments encounters considerable
How to cite in APA format: hurdles regarding data presence and integrity,
Alshaer, M. (2023). A Systematic Review of the Use of transparency and interoperability concerns, ethical
Artificial Intelligence in Managing Innovation in E- considerations, as well as sustainability and
Government Organizations Worldwide. International expansion challenges. The review strongly
Journal of Technology and Systems, 8(2), 65–81. underlines the necessity for calculated investments
https://doi.org/10.47604/ijts.2164
towards resource augmentation and technological
infrastructure.
Unique Contribution to Theory, Practice and
Policy: The integration of artificial intelligence (AI)
into e-government innovation may shape the
direction of ensuing research in digital governance
and public administration. Beneficiaries of the
comprehensive insights this scholarly study offers
include e-government experts, scholars, and tech
innovators hailing from manifold geographical
spaces. The findings of this study could be
resourceful for top-tier decision-makers in national
and local e-government organizations, allowing
them to refine their strategies for AI amalgamation
and enhance service provision.
Keywords: Artificial Intelligence, E-Government,
Systematic Literature Review, Sentiment Analysis

©2023 by the Authors. This Article is an open

access article distributed under the terms and
conditions of the Creative Commons Attribution
(CC BY) license
(http://creativecommons.org/licenses/by/4.0/)

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ISSN 2518-881X (Online)
Vol.8, Issue 2, No.4, pp 65 – 81, 2023
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INTRODUCTION
Governments’ operations, interactions with citizens, and public service delivery have
tremendously transformed with the expeditious adoption of digital technologies. They have
evolved and progressed from basic electronic service delivery to Web 2.0 technologies and
social media usage, leading to profound changes in the role of governments and citizens in
the delivery of public services (Vrabie 2023). Nevertheless, emerging new technologies,
including the Internet of Things (IoT), blockchain, and artificial intelligence (AI) have
paved the way for a new e-government era. This updated idea iteration provides the
potential to revolutionize public service delivery and government operations by integrating
cutting-edge technologies into administrative processes. The widespread AI adoption in
managing innovation in e-government organizations is stimulating many opportunities. AI
integration in the public sector and governmental services is rapidly changing conventional
methods of enacting policies, implementing regulations, and providing services (Hamirul et al.
2023; Reis et al. 2019). These technologies have been found to boost effectiveness and
efficiency in service offerings, cultivate citizens’ trust, and improve public service quality.
Governments are harnessing AI to simulate intricate systems and accurately generate
predictions. This has ensured experimentation with different policy options (Al-Besher and
Kumar 2022). These benefits transcend numerous governmental functions (De Sousa et al.
2019); these include law enforcement, public health, transportation, and decision-making.
Nevertheless, AI application in e-government organizations has significant challenges.
Despite its potential to boost citizens’ trust in governance, it may also lead to mistrust in
government decisions due to concerns related to privacy violations (Dreyling et al. 2022).
Furthermore, the lack of black-box systems’ transparency presents more challenges,
including ambiguous responsibility and accountability, when these technologies are
incorporated into decision-making (Mariani et al. 2022). Such realities raise significant
risks for governments since errors in AI use may cause serious adverse impacts on society
and governance.
Problem Statement
For decades, AI has attracted the attention of researchers. Studies on chatbots, algorithms,
agent-based systems, and expert systems have deep historical roots (Ayanouz et al. 2020; Reis
et al. 2019). Recent remarkable developments and increased policy focus have reignited AI
research. However, notable knowledge gaps still exist. To start with, AI use in government
has lagged behind the private sector, leading to its overemphasis on the public sector
(Dreyling et al. 2022). Private-sector digital transformation and AI practices cannot be
directly implemented in government organizations because of the need to maximize
public value. Comprehending AI issues particular to governmental organizations is limited
(Aoki, 2020). Besides, AI is becoming less predictable and increasingly intricate, and
governments have inadequate knowledge of the effect of this complexity on public
governance (Dreyling et al. 2022; Wirtz et al. 2019). Most governmental organizations
grapple to understand the varied ramifications of utilizing AI in governance. Notably,
thought leadership in AI and governance is struggling to keep pace with dramatic AI use in
these organizations, presenting a considerable hurdle, as they battle the political,
socioeconomic, and ethical consequences of AI-driven changes (Mikhaylov et al. 2018).
These integral components necessitate further insights into this field of research.

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Considerable AI studies address technical domains, traversing specific technological problems
and solutions in computer science. Although research has transcended beyond technical
aspects, the literature is scarce on AI regulation, policy, and governance (Zuiderwijk
et al., 2021). Additionally, there is a lack of consensus on how to resolve the AI challenges
related to regulation and governance in public administration (Zuiderwijk et al., 2021).
Despite the increasing focus on AI regulations, policies, and governance, a
comprehensive systematic review of the use of AI in managing innovation in e-government
organizations is scarce.
Research Objectives
The research gaps highlighted offer insightful aspects for this review to address the limitations
by comprehensively analyzing the topic and exploring the AI technical domains, techniques,
applications, and implications. The specific objectives included the following:
i. To determine the role of predictive analytics for service optimization in the public
sector.
ii. To explore sentiment analysis for citizen feedback in e-government innovation
management.
iii. To establish the significance of chatbots for improving customer engagement and
satisfaction.
iv. To establish the contribution of AI in data-driven decision-making in e-government
organizations.
Research Questions
i. What is the role of predictive analytics for service optimization in the public sector?
ii. What are the sentiment analysis for citizen feedback in e-government innovation
management?
iii. What are the significance of chatbots in improving customer engagement and
satisfaction?
iv. What is the contribution of AI in data-driven decision-making in e-government
organizations?
LITERATURE REVIEW
Theoretical Underpinning
This literature review on utilizing artificial intelligence (AI) to orchestrate innovation in
electronic government entities is predicated on a number of theoretical underpinnings. These
collectively form a schematic for interpreting AI's impact and future course in the public sphere.
The Innovation Diffusion Theory, for instance, scrutinizes the infiltration of AI technologies
across e-government bodies (El-Ebiary, 2018). It investigates the dissemination and acceptance
of innovative ideas, taking into account aspects such as the perceived merits of an innovation
and the influence wielded by key stakeholders. In contrast, the Resource-Based View (RBV)
of Innovation emphasizes the importance of an organization's internal resources—data,
competencies, and technological infrastructure, to name a few—in spearheading innovation
(Lukovszki et al., 2020). This theory suggests that the success of AI in managing innovation is
largely contingent upon the effective utilization of these inherent resources. The Technology
Acceptance Model (TAM), conversely, assesses the inclination of government employees and
the citizenry to adopt AI-powered e-government services (Mohammad Ebrahimzadeh
Sepasgozar et al., 2020). It illuminates factors that could either catalyze or hinder AI

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acceptance, such as its ease of use and perceived improvements to service provision. By
synthesizing insights gleaned from these theories, the research aims to provide a multi-faceted
understanding of AI's function, its advantages, and potential obstacles in nurturing innovation
within e-government establishments. This comprehensive approach allows for a more robust
and nuanced exploration of AI's role in the public sector, thereby contributing to the broader
discourse on AI's integration into governmental processes.
The Need for AI Technology in the Public Sector
Today’s citizens expect efficient, timely, and high-quality services from their
governments. Such is coming against the backdrop of increasing mistrust in governmental
bodies and their services worldwide, amplifying the desire for adaptable leadership,
improved services, and enhanced infrastructure (Reis et al. 2019). However, constrained
public budgets and rising demands offer considerable barriers to meeting these
anticipations. The ultimate effects are delayed effective solution provision, deficiency of
adequately skilled staff, and decrease in administrative capability efficiency (Busuioc 2021;
Votto et al. 2021). Technological developments provide solutions relevant to the public and
private sectors. Scholars have emphasized AI integration’s potential to positively influence
environmental outcomes and global productivity (Vinuesa et al. 2020). Based on this,
sustainable business model formulation has become imperative.
Impact of AI on E-government Organizations
Mounting public management evidence demonstrates that AI applications can be effective
in addressing these concerns and establishing and maintaining good governance. Manita et
al. (2020) and Wirtz et al. (2020) highlighted this technology’s potential toimprove
public service delivery efficiency and quality and support decision-making processes.
This perspective has been supported by studies that have shown revealed that predictive
analytics and machine learning algorithms can be effective in analyzing complex data sets
and offering insights for policy formulation, risk evaluation, and resource allocation
(Alexopoulos et al. 2019; Belhadi et al. 2022). Governmental bodies can use AI algorithms
to identify trends, patterns, and relationships in large datasets and make informed
decisions. Authors have also pointed out that AI-decision support systems are invaluable
in scenario simulation and analysis, allowing policymakers to assess the possible effect of
various policies before implementation. However, challenges, including transparency
and algorithmic bias, have been reported in AI-driven decision-making processes
(Belhadi et al. 2022). Therefore, use of AI technologies should be used ethically and
accountably.
In this regard, AI has been linked to increased accountability, transparency, citizen
participation, and engagement. Researchers employed advanced statistical techniques in
assessing the challenges confronting emerging economies to deal with challenges related to
deficiency of governance in public services (Chohan and Hu 2022). Virtual assistants and
chatbots automate routine tasks and give instant responses to people’s queries, thus
enhancing service delivery efficiency. In their studies, Cantador et al. 2021and Vrabie
(2023) indicated that natural language processing methods and AI-powered chatbots
provide user-friendly and personalized experiences, enabling citizens to conveniently
access services and information. Furthermore, governments have gauged public sentiments
and opinions through social media monitoring and sentiment analysis, thus ensuring more
responsive policymaking (Babu and Kanaga 2022). Thus, AI can profoundly transfor

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public governance and management by improving citizens’ expectations and confidence in
their services.
AI-powered data analytics can facilitate innovation for government organizations through
meaningful correlations, trends, and patterns derivation to contribute to evidence-based
program evaluation and policymaking. AI techniques, including data mining and machine
learning, may unearth hidden insights informing policy decisions (Wang and Aviles 2023).
Predictive analytics have been used to identify emerging issues and anticipate future needs
(Engin and Treleaven 2019). Although governments have proactively tackled societal
challenges with these techniques, discussions associated with data sharing frameworks,
interoperability, and data quality have been cited as primary enablers to efficient and
effective AI-driven data analytics. Dandale et al. (2023) reinforced the benefits by focusing on
robotic process automation and AI-enabled process optimization methods and showed that
they can minimize human error, decrease administrative burden, and improve efficiency.
AI-powered automation may be utilized in different bureaucratic and administrative
procedures, including compliance monitoring, document processing, and approvals, to
realize resource optimization and cost savings.
The objective of this comprehensive literature review was to examine the exploitation of
artificial intelligence (AI) for handling innovation within e-government entities. It observed
several domains where earlier investigations have fallen short in addressing research inquiries
or where existing knowledge lacks sufficient depth. One such area involves a lack of a universal
blueprint guiding the application of AI in the public sector, as previous studies have
ineffectively grappled with this query. Even as governments shift towards automating tasks
using AI and predictive analytics, the demand for a uniform structure that can steer the
deployment and supervision of AI mechanisms within government institutions remains unmet.
Additionally, current knowledge further lacks clarity specifically concerning governmental
organizations' AI concerns. It would be erroneous to directly transpose private sector
transformation strategies and AI protocols to the public sector due to the essential emphasis on
maximizing public gain. Therefore, there is a need for more research that focuses on AI
challenges and opportunities unique to the public sector. Moreover, there is a lack of consensus
concerning how to tackle the issues about regulation and governance in public administration
that Artificial Intelligence (AI) presents. Notwithstanding the augmented attention towards AI
governance, regulations, and policies, a thorough systematic assessment of AI usage in the
supervision of innovation within e-government institutions appears noticeably limited. This
deficiency underlines the drive for additional research probing into the legislative and
governance dimensions of AI within the public industry.
METHODOLOGY
To update, summarize, and qualitatively assess the literature on the use of AI in managing
Innovation in e-government organizations worldwide, a systematic literature review (SLR),
an appropriate approach to systematically evaluate the existing body of knowledge, was
conducted. An SLR was preferred over other literature reviews because of various reasons
(Mengist et al. 2020). In addition to providing a more objective analysis than narrative
literature reviews, an SLR facilitates reproducibility by generating comprehensive
conclusions via a well-structured, transparent, and detailed process. It also encompasses a
quantitative technique that establishes the existing studies and offers research gaps, thus
developing robust research ideas for further research. To this end, SLRs have mainly been

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used in social sciences, especially in management studies, to present results in a more
accessible and relevant way for policymakers and academics.
Data Collection Process
Data gathering encompassed utilizing two databases, including Web of Science (WOS)
and Scopus, to screen and collect documents. These databases have compiled crucial
academic research articles in social sciences, underscoring the reason for selecting them. On
the one hand, Scopus is considered a leading and comprehensive scientific database that
indexes studies from different academic disciplines (Pranckutė 2021). This database has
nearly 23,000 scientific publications from an estimated 6,000 international publishers (Zhu
and Liu 2020). On the contrary, WOS has a collection that enables access to different
databases, including the Arts & Humanities Citation Index, Social Sciences Citation Index,
Science Citation Index, and other databases. It is interdisciplinary that contains more
than 29,000 journals from 3,400 publishers with robust and rigorous protocols and
strict criteria standards (Pranckutė 2021). Both Scopus and WOS have systems that
organize and integrate data from diverse sources, such as conference papers, book chapters,
and articles, into different bibliographic formats for cited references. Furthermore, this
feature establishes scientific rigor, thus making them valuable for bibliometric analysis
and ensuring the retrieved documents’ relevance, validity, and reliability.
Search Strategy
To generate an accurate, robust, and effective analysis, identical keywords or terms were used
for advanced search in the selected databases, as Fig. 1 presents. The initial set of search
terms was obtained from recent bibliometric research and SLRs focusing on AI and
innovation management in e-government organizations. They included “AI” and other terms
associated with its subfields, namely “data mining,” “deep learning,” “neural network,”
and “machine learning.” In the Scopus database, the search combined these AI-linked terms
with “Government,” “innovate*,” and “e-government services,” yielding 57 documents. In
line with other SLRs, the search was based on successive filters: only review papers and articles
written in English, published from August 2019, indexed, and situated in social sciences,
decision sciences, multidisciplinary sciences, management, engineering multidisciplinary,
and telecommunications were deemed relevant. This refinement narrowed the sample
to 30 references.
Inclusion and Exclusion Criteria
The WOS database search was akin to the technique employed in Scopus, combining
different keywords. An operator “AND” was incorporated to limit the results to the above-
specified fields, generating 23 documents. Duplicate articles were then excluded from the
dataset, implying that in the final compilation, those that existed in both databases were not
included. Finally, 44 articles were included. It is important to note that 21 articles remained
after excluding records without full texts, i.e., with only abstracts. An additional 10 articles
were removed because of relevance and quality-related issues, leaving 11 articles for
inclusion in this SLR. Recent articles from 2019 were included in the systematic review. The
resulting articles were examined to extract common themes that could inform this review.
Data Analysis
Conducting a systematic literature review and analyzing data using themes is a
structured approach to synthesizing research findings across multiple studies. This method

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was used to identify common patterns, trends, and insights within the use of artificial
intelligence in managing innovation in e-government organizations worldwide. Analysis
was done by organizing the initial codes into broader themes that reflect common patterns
or concepts across the data. Themes were synthesized across the selected studies. Finally,
overarching patterns, variations, and trends that emerge from the data were identified.
RESULTS
This section details the core results that were extracted from the included studies, paying
attention to different AI applications in managing innovation within E-government
organizations globally. It highlights each application in detail to encompass the technical
mechanisms and algorithms underlying their operation or functionality. Included in these
findings are the discussions for interpretation in the context of how they contribute to
efficiency and innovation in these agencies. Table 1 shows the included articles in this
systematic review while figure 1 shows the process of the selection process.

Figure 1: Study Selection, Evaluation and Inclusion

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Table 1: Summary of the Included Studies
Author Aim/Purpose Search Type of Methods Results Level of
Databases Article Analysis
Kuziemski and To investigate Scopus WOS Literature Content Findings show that Three
Misuraca legal, policy, and review analysis of government s are countries
(2020) technical secondary increasingly
instruments related research automating their
to AI use in the activities, including
public sector decision-making,
focusing on using AI and
Poland, Finland, predictive
and Canada. analytics. However,
a common
framework is
lacking.

Wang and To integrate ML Scopus Empiric al Mathematical Managers may get Organizational
Aviles (2023) predictive modeling, i.e., real-time
capabilities in regression and and accurate sales
business NN algorithms forecasts
intelligence for
better decision-
making and
enhanced
operational
Kosmas et al. To get insights
efficiency Scopus WOS Review Systematic Most government Countries
(2023) into the progress literature review s, especially in the
of the ANN EU, have rarely
adoption in the adopted the
public sector technologies.
Kowalski et al. To investigate the WOS Review Literature Interaction quality Country,
(2020) effect of mining review with staff and England
citizen feedback bureaucratic
on satisfaction exigencies are
using NLP integral to driving
user satisfaction
Aziza and To elucidate the WOS Empiric al Modeling The public trust Countries
Kristiyanto analysis of public level in the studied
(2021) trust using government s
sentiment analysis varied during
and employ the COVID-19 and
Naïve Bayes could be used as a
classification reference for
method for policymakin g
sentiment analysis
Zuiderwijk et To examine the Scopus WOS Review Systematic AI use in Countries
al. (2021) use of AI in public literature review government has
governance many benefits
related to
efficiency,
decision-making,
cost-savings, etc.

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Adnan et al. To address AI use Scopus Empiric al Quantitative Chatbots offer USA
(2021) in government beneficial effects to
service centers by customer service
assessing the improvement.
benefits of However, they may
chatbots not entirely replace
humans in the
foreseeable future.
Aoki (2020) To explore public's Scopus WOS Empiric al Experimental Public initial trust Countries
initial trust in AI online survey would be lower if
chatbots in the government were
public sector to begin using AI
chatbots in
answering public
queries in parental
support than in
waste separation.
Challenges have
also been
highlighted
Damij and To explore AI WOS Review Science design Results stress Organizational
Bhattacharya chatbot advances approach ethical
(2022) as part of the considerations and
public services governance and AI-
when used in based approach as
public health key enablers to
design new mental
health chatbots.

Reis et al. To provide an Scopus WOS Review Systematic Findings suggest the Countries
(2019) overview of how literature review need to deepen
AI is influencing research in various
governmental fields, including
terms and public administration,
policymaking where digital
transformation still
lags behind in AI
Dreyling et al. To perform an Scopus WOS Review Systematic Technical articles Countries
(2022) interdisciplinary literature review discussed the
systematic review influence of AI
of the current state employment in e-
of the art government
associated with AI organizations
utilization in e-
government
services.
Discussion
Predictive Analytics for Service Optimization
Most studies revealed the potential of AI application in e-government innovation
management by focusing on predictive analytics, an approach that harnesses the machine
learning (ML) algorithms’ power in empowering government organizations to optimize
their services by proactively anticipating citizen preferences and needs (Kuziemski and
Misuraca 2020; Wang and Aviles 2023). AI algorithms can be used to analyze historical

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data to carefully decode emergent trends and intricate patterns, thus providing organizations
with a way to effectively allocate their resources, streamline response times, and improve
service quality.
Predictive analytics have various algorithms that distinctively contribute to their functioning
and achieving the benefits listed in the previous paragraph. It can be classified into Decision
Trees (DTs), Random Forests (RNs), and Neural Networks (NN), and most countries,
particularly in the EU, are already employing them. DTs serve an essential role in categorizing
and prioritizing citizen requests based on the rich historical data at governments'
disposal to hone service delivery mechanisms. On the other hand, RFs utilize the collective
wisdom element to amalgamate predictions from several DTs for improved forecast accuracy
and reliability and more robust decision-making frameworks. The application of NNs
manifests the most intricate facet (Kosmas et al. 2023), as they uncover the underlying
connections that exist in datasets to enrich predictions with meticulous insights in different
sectors, including the environment, governmental financial services, health ethics, public
order, and government policy. The interlinked layers of artificial neurons untangle the
complex variable interplay, divulging the associations that conventional analysis may
not reveal. The ability to capture and interpret sophisticated correlations improves
prediction precision, allowing organizations to tailor their services with heightened
astuteness.
Public institutions and agencies have employed predictive analytics to
multidimensionally orchestrate their technological prowess. ML algorithms extract relevant
aspects and design predictive models that go beyond the conventional foresight boundaries, as
they seamlessly screen through colossal datasets (Kuziemski and Misuraca 2020). With this
paradigm shift in service optimization, government agencies have been able to
streamline their operational fabric, prevent issues before they crystallize or occur, and
address the dynamic citizen needs with astounding efficiency and efficacy. Eventually, e-
government agencies have used predictive analytics as the precursor of innovation,
providing them with capabilities to navigate the evolving landscape of citizen-centric
service delivery.
Sentiment Analysis for Citizen Feedback
Studies also indicate the pivotal role of AI-driven innovation in sentiment analysis. Evidence
has revealed that sentiment analysis is a technique used for harnessing the power of Natural
Language Processing (NLP) algorithms for autonomous ascertainment and dissection of
sentiments for public conveyed feedback from different sources, such as online surveys
or social media posts (Kowalski et al. 2020; Verma, 2022). The technique to gauge citizen
sentiment allows public agencies to deeply understand residents’ views, address their
concerns, provide tailored services, and enhance overall operational efficiency. Aziza
and Kristiyanto (2022) point out that sentiment analysis depends on NLP capabilities, where
Long Short-Term Memory (LSTM) networks and Recurrent Neural Networks (RNNs) are
integral mechanisms and can be used to analyze public trust in various situations such as
health crisis. These neural architectures are designed to parse and process textual data,
interpret emotional nuances, and eventually provide the inherent sentiment. For instance,
RNNs can fulfill tasks associated with sentiment analysis requirements due to their
proficiency and ability to encapsulate sequence and context dependencies in textual
information (Zuiderwijk et al. 2021). The recursive feature in these algorithms permits them

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to retain historical data memory and unravel the sentiment evolution’s subtleties over a
specific period.
Studies have further shown that the impact of sentiment analysis transcends beyond text
interpretation since this wealth of insight can be harvested to facilitate government entities’
decision-making (Zuiderwijk et al. 2021). These entities can strategize and implement
actions in line with public sentiment through accurate gauging of citizens’ emotional
undercurrents based on their feedback. Ultimately, these endeavors lead to significant
and enhanced citizen engagement and satisfaction and pave the way for more responsive
and inclusive governance.
Chatbots for Customer Service
Evidence demonstrates that as governments actively seek to integrate AI technology into their
services, chatbots have emerged as an AI-driven solution that is revolutionizing customer
engagement and the service landscape. Adnan et al. (2021) contend that chatbots are
innovative conversational agents with the potential to leverage the power of NLP and ML
algorithms to offer efficient, seamless, and automated assistance and responses to public
questions in real time. Aoki (2020) adds that as a technology-driven development in customer
interaction, it provides many benefits to influence public interaction with government
organizations. The author indicates that chatbot functionality integrates ML and NLP to
allow comprehension and response to various citizen queries. This technology can understand
the intent behind all queries through intricate language analysis, thus ensuring that
responses are not only relevant but also accurate. Besides, it can adapt and learn through
continuous interactions, thus equipping them with the mastery and expertise to resolve
growingly complex questions and improve overall user experience.
Indeed, chatbots have certain features that make them more beneficial. Their round- the-clock
availability ensures that they offer 24/7 support to the public (Adnan et al. 2021; Aoki 2020).
This feature is transformative, as the departure from conventional office hours enables citizens
to conveniently seek information and assistance thus overcoming temporal constraints.
Accordingly, challenges related to waiting times can substantially decrease and contribute to
a more positive perception and increased user satisfaction with services offered by
government bodies.
From the perspective of technical underpinnings, evidence shows that these technologies
use different techniques, including rule-based systems and Sequence-to-Sequence models
accompanied by Attention Mechanisms, to achieve their goal. For instance, rule-based
systems utilize predefined rules and templates for response generation; although flexibility
and more advanced approaches are lacking in these systems, they offer a foundational
automation level that can be used to address various public issues including mental health
(Damij and Bhattacharya 2022). Nevertheless, more advanced methods have been found to
truly demonstrate chatbots’ potential. Sequence-to-Sequence models with Attention
Mechanisms have cutting-edge chatbots for leveraging deep learning and diverse dialogue
datasets in creating contextually human-like and coherent responses (Adnan et al. 2021). In
addition to bettering the interaction precision, using these models instills the technology’s
capacity to simulate authentic conversations and bridge the gaps in human touch-technology
gaps.

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Data-Driven Decision-Making
Studies also reveal AI’s potential to revolutionize e-government agencies, as it equips
them with comprehensive and robust data-driven decision-making capabilities. ML and
advanced analytics are especially pivotal, as they enable the entities to harness large and
complex datasets to obtain meaningful insights, facilitate more informed policies, and
optimize valuable resource allocation (Wang and Aviles 2023). Shifting toward data-driven
decision-making is transformative, as improves the effectiveness and efficacy of
governmental activities and strengthens evidence-based governance through enhanced
accountability and transparency.
By integrating AI-powered tools, government entities can unlock the latent data potential.
Leveraging ML algorithms, including Regression and Clustering, ensures navigation
of the immense dataset intricacies with agility and precision (Reis et al. 2019). For example,
clustering algorithms ensure that similar data points are organized into coherent
segmentations or groups, thus allowing organizations to establish the citizen data trends and
patterns that may have not been revealed. These insights offer a means to identify
behavioral or demographic segments recognized previously, thus enabling agencies to tailor
their services and policies and meet the needs of citizens. The other ML cornerstone
is Regression capable of empowering organizations to use historical data for outcome
prediction. They can make evidence-based and well-informed forecasts regarding the
potential impacts of different policy choices by exploring the connections between
variables and their possible consequences. The predictive capability boosts the formulation of
better policies and approaches by allowing policymakers to test potential impacts and design
their strategies accordingly.
In addition, implementing AI-driven data-driven decision-making offer other benefits
to e-government organizations through improved transparency and accountability of their
activities and operations. Data-driven insights provide the empirical basis and credence
to decision-making, allowing entities and decision-makers to support their views and actions
with concrete evidence (Dreyling et al. 2022). The ultimate impact is the increased level
of public confidence and trust in governance since individuals have a better and clearer
comprehension of the rationale and justification for certain policy choices and decisions.
AI-Related Challenges Facing E-Government Organizations
Studies suggest that while AI deployment in government entities has the potential to effectively
manage innovations, they face some challenges that should be addressed. These issues are
mostly associated with data availability and quality, interoperability and transparency,
ethical considerations, and sustainability and scalability. These critical aspects have been
elaborated by Dreyling et al. (2022). Data quality and availability are one of the main
challenges that these agencies encounter. For reliable outcomes and results, AI systems
considerably depend on large, diverse, and accurate datasets. For public entities, many
sources of data with disparities in quality, semantics, and formats are often used. To achieve
optimal AI algorithm performance, organizations are compelled to use substantial efforts to
integrate and preprocess these data through cleansing, normalization, and semantic
alignment.
The AI models’ transparency and interoperability present another significant problem
to the technology implementation and use. Since governmental decisions and policies
have a significant influence on citizens, AI-based outcomes require comprehensive

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explanations. Interestingly, technologies, such as Explainable AI, are increasingly being
adopted by organizations to offer insights into the decision-making processes that involve
sophisticated models, thus boosting accountability and transparency and promoting public
trust (Aoki 2020). In addition to the discussed challenges, ethical concerns about AI
adoption have been growing unprecedentedly in recent years, with critics citing issues
around privacy, fairness, and biases. For instance, historical data may contain biases, which
AI models potentially propagate and perpetuate inherent inequalities and disparities.
Research by Dreyling et al. (2022) emphasize the need to incorporate advanced approaches,
such as fairness-aware learning and algorithmic auditing, to ensure fair algorithmic
decision-making. Besides, organizations must comply with strict privacy regulations when
handling sensitive data, compelling the development of privacy-preserving AI techniques.
The authors add that AI solution scalability and sustainability present significant concerns to
governments. AI systems must seamlessly integrate with legacy systems and incorporate
dynamic governance structures, as they evolve and adapt to evolving need. To ensure long-
term viability, effectiveness, and relevance, organizations must continuously monitor,
maintain, and retrain AI models, which require substantial resources and expertise in the
face of a shrinking public budget.
CONCLUSION AND RECOMMENDATION
This systematic review aimed to investigate the use of AI in e-government innovation
management and revealed the technology’s revolutionary role in improving the effectiveness,
efficiency, and creativity of services. It was found that AI-driven solutions are indispensable
techniques to modernize the public sector, as they hold immense potential to change service
delivery and improve public satisfaction and engagement. To realize the full benefits of AI,
it would be essential for e-government entities to prioritize strategic investments in capacity
building and technological infrastructure. A comprehensive and holistic technological
foundation will effectively integrate AI into different services and processes, ascertaining
efficient operations and maximizing these innovations' effects. Besides, concerted efforts
in capacity-building initiatives will equip public staff with the required knowledge and skills
to effectively utilize these technologies, cultivating a culture of efficiency and innovation.
Additionally, government organizations should also emphasize ethical considerations
when implementing AI-enabled solutions.
Stakeholders and policymakers must also actively seek ways to resolve challenges associated
with accountability, transparency, data privacy, and bias. They should responsibly
deploy strong ethical frameworks for the equitable distribution of benefits among users.
Notably, additional investigations with longitudinal designs will be essential to assess the
long-term effect of AI on innovation management in e-government entities. An in-depth
understanding of AI’s long-term impacts over extended timeframes will be invaluable
in providing true potential and informing strategic decision-making within the public sector.
Based on the evidence presented in this review, integrating AI in e-government innovation
management has many benefits related to public service delivery enhancement and citizen
satisfaction and experience improvement. This systematic review analyzes patterns and
trends, thus ensuring extensive comprehension of the synergies between AI-driven solutions
and innovations in government organizations worldwide. A critical point to emphasize is that
the evolving AI technology necessitates its strategic and responsible deployment. It can
lead to a more citizen-centric and innovative landscape with careful planning and effective

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implementation. Overall, the public sector can foster innovation, better address citizens’
dynamic and evolving needs, and build more resilient and stronger societies by leveraging
the technology’s capabilities.

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