Artificial Intelligence as a Catalyst for Enhanced mGovernment Service Quality: Opportunities, Challenges, and Measurement Strategies
摘要
Mobile government (mGovernment) has emerged as a critical channel for public service delivery in the digital age. As governments worldwide seek to leverage cutting-edge technologies, Artificial Intelligence (AI) presents unprecedented opportunities to enhance the quality and efficiency of mGovernment services. This paper explores the transformative potential of AI in improving mGovernment service quality, examining current applications, assessing impacts, and proposing a framework for measuring effectiveness. Through a comprehensive literature review and analysis of case studies, we identify key opportunities for AI integration in mGovernment, including personalized service delivery, predictive analytics for policy-making, and intelligent automation of administrative processes. However, our research also reveals significant challenges, such as privacy concerns, algorithmic bias, and the digital divide. To address these issues and maximize the benefits of AI in mGovernment, we propose a novel measurement framework encompassing technical performance, service quality dimensions, and societal impact. This research expands our understanding of AI's impact on mobile-based governmental services, adding to the existing knowledge in the field of digital public administration. By conducting a comprehensive evaluation, we offer insights into how artificial intelligence can be leveraged in mGovernment platforms. Our analysis yields practical recommendations for government officials and policymakers. The results indicate that although AI technologies have significant potential to improve service delivery in mobile government applications, it is essential to carefully address ethical concerns and ensure inclusive design approaches for effective implementation.