Rise of the Government Chatbot

Curated on Posted on by Stefaan Verhulst

Zack Quaintance at Government Technology: “A robot uprising has begun, except instead of overthrowing mankind so as to usher in a bleak yet efficient age of cold judgment and colder steel, this uprising is one of friendly robots (so far).

Which is all an alarming way to say that many state, county and municipal governments across the country have begun to deploy relatively simple chatbots, aimed at helping users get more out of online public services such as a city’s website, pothole reporting and open data. These chatbots have been installed in recent months in a diverse range of places including Kansas City, Mo.; North Charleston, S.C.; and Los Angeles — and by many indications, there is an accompanying wave of civic tech companies that are offering this tech to the public sector.

They range from simple to complex in scope, and most of the jurisdictions currently using them say they are doing so on somewhat of a trial or experimental basis. That’s certainly the case in Kansas City, where the city now has a Facebook chatbot to help users get more out of its open data portal.

“The idea was never to create a final chatbot that was super intelligent and amazing,” said Eric Roche, Kansas City’s chief data officer. “The idea was let’s put together a good effort, and put it out there and see if people find it interesting. If they use it, get some lessons learned and then figure out — either in our city, or with developers, or with people like me in other cities, other chief data officers and such — and talk about the future of this platform.”

Roche developed Kansas City’s chatbot earlier this year by working after hours with Code for Kansas City, the local Code for America brigade — and he did so because since in the four-plus years the city’s open data program has been active, there have been regular concerns that the info available through it was hard to navigate, search and use for average citizens who aren’t data scientists and don’t work for the city (a common issue currently being addressed by many jurisdictions). The idea behind the Facebook chatbot is that Roche can program it with a host of answers to the most prevalent questions, enabling it to both help interested users and save him time for other work….

In North Charleston, S.C., the city has adopted a text-based chatbot, which goes above common 311-style interfaces by allowing users to report potholes or any other lapses in city services they may notice. It also allows them to ask questions, which it subsequently answers by crawling city websites and replying with relevant links, said Ryan Johnson, the city’s public relations coordinator.

North Charleston has done this by partnering with a local tech startup that has deep roots in the area’s local government. The company is called Citibot …

With Citibot, residents can report a pothole at 2 a.m., or they can get info about street signs or trash pickup sent right to their phones.

There are also more complex chatbot technologies taking hold at both the civic and state levels, in Los Angeles and Mississippi, to be exact.

Mississippi’s chatbot is called Missi, and its capabilities are vast and nuanced. Residents can even use it for help submitting online payments. It’s accessible by clicking a small chat icon on the side of the website.

Back in May, Los Angeles rolled out Chip, or City Hall Internet Personality, on the Los Angeles Business Assistance Virtual Network. The chatbot aims to assist visitors by operating as a 24/7 digital assistant for visitors to the site, helping them navigate it and better understand its services by answering their inquiries. It is capable of presenting info from anywhere on the site, and it can even go so far as helping users fill out forms or set up email alerts….(More)”

Algorithmic Transparency for the Smart City

Curated on Posted on by Stefaan Verhulst

Paper by Robert Brauneis and Ellen P. Goodman: “Emerging across many disciplines are questions about algorithmic ethics – about the values embedded in artificial intelligence and big data analytics that increasingly replace human decisionmaking. Many are concerned that an algorithmic society is too opaque to be accountable for its behavior. An individual can be denied parole or denied credit, fired or not hired for reasons she will never know and cannot be articulated. In the public sector, the opacity of algorithmic decisionmaking is particularly problematic both because governmental decisions may be especially weighty, and because democratically-elected governments bear special duties of accountability. Investigative journalists have recently exposed the dangerous impenetrability of algorithmic processes used in the criminal justice field – dangerous because the predictions they make can be both erroneous and unfair, with none the wiser.

We set out to test the limits of transparency around governmental deployment of big data analytics, focusing our investigation on local and state government use of predictive algorithms. It is here, in local government, that algorithmically-determined decisions can be most directly impactful. And it is here that stretched agencies are most likely to hand over the analytics to private vendors, which may make design and policy choices out of the sight of the client agencies, the public, or both. To see just how impenetrable the resulting “black box” algorithms are, we filed 42 open records requests in 23 states seeking essential information about six predictive algorithm programs. We selected the most widely-used and well-reviewed programs, including those developed by for-profit companies, nonprofits, and academic/private sector partnerships. The goal was to see if, using the open records process, we could discover what policy judgments these algorithms embody, and could evaluate their utility and fairness.

To do this work, we identified what meaningful “algorithmic transparency” entails. We found that in almost every case, it wasn’t provided. Over-broad assertions of trade secrecy were a problem. But contrary to conventional wisdom, they were not the biggest obstacle. It will not usually be necessary to release the code used to execute predictive models in order to dramatically increase transparency. We conclude that publicly-deployed algorithms will be sufficiently transparent only if (1) governments generate appropriate records about their objectives for algorithmic processes and subsequent implementation and validation; (2) government contractors reveal to the public agency sufficient information about how they developed the algorithm; and (3) public agencies and courts treat trade secrecy claims as the limited exception to public disclosure that the law requires. Although it would require a multi-stakeholder process to develop best practices for record generation and disclosure, we present what we believe are eight principal types of information that such records should ideally contain….(More)”.

Smart Technologies for Smart Governments: Transparency, Efficiency and Organizational Issues

Curated on Posted on by Stefaan Verhulst

Book edited by Manuel Pedro Rodríguez Bolívar: “…examines the introduction of smart technologies into public administrations and the organizational issues caused by these implementations, and the potential of information and communication technologies (ICTs) to rationalize and improve government, transform governance and organizational issues, and address economic, social, and environmental challenges. Cities are increasingly using new technologies in the delivery of public sector services and in the improvement of government transparency, business-led urban development, and urban sustainability. The book will examine specific smart projects that cities are embracing to improve transparency, efficiency, sustainability, mobility, and whether all cities are prepared to implement smart technologies and the incentives for promoting implementation. This focus on the smart technologies applied to public sector entities will be of interest to academics, researchers, policy-makers, public managers, international organizations and technical experts involved in and responsible for the governance, development and design of Smart Cities….(More)”.

Modernizing government’s approach to transportation and land use data: Challenges and opportunities

Curated on Posted on by Stefaan Verhulst

Adie Tomer and Ranjitha Shivaram at Brookings: “In the fields of transportation and land use planning, the public sector has long taken the leading role in the collection, analysis, and dissemination of data. Often, public data sets drawn from traveler diaries, surveys, and supply-side transportation maps were the only way to understand how people move around in the built environment – how they get to work, how they drop kids off at school, where they choose to work out or relax, and so on.

But, change is afoot: today, there are not only new data providers, but also new types of data. Cellphones, GPS trackers, and other navigation devices offer real-time demand-side data. For instance, mobile phone data can point to where distracted driving is a problem and help implement measures to deter such behavior. Insurance data and geo-located police data can guide traffic safety improvements, especially in accident-prone zones. Geotagged photo data can illustrate the use of popular public spaces by locals and tourists alike, enabling greater return on investment from public spaces. Data from exercise apps like Fitbit and Runkeeper can help identify recreational hot spots that attract people and those that don’t.

However, integrating all this data into how we actually plan and build communities—including the transportation systems that move all of us and our goods—will not be easy. There are several core challenges. Limited staff capacity and restricted budgets in public agencies can slow adoption. Governmental procurement policies are stuck in an analog era. Privacy concerns introduce risk and uncertainty. Private data could be simply unavailable to public consumers. And even if governments could acquire all of the new data and analytics that interest them, their planning and investment models must be updated to fully utilize these new resources.

Using a mix of primary research and expert interviews, this report catalogs emerging data sets related to transportation and land use, and assesses the ease by which they can be integrated into how public agencies manage the built environment. It finds that there is reason for the hype; we have the ability to know more about how humans move around today than at any time in history. But, despite all the obvious opportunities, not addressing core challenges will limit public agencies’ ability to put all that data to use for the collective good….(More)”

Crowdsourcing Government: Lessons from Multiple Disciplines

Curated on Posted on by Stefaan Verhulst

Helen Liu in the Public Administration Review: “Crowdsourcing has proliferated across disciplines and professional fields. Implementers in the public sector face practical challenges, however, in the execution of crowdsourcing. This review synthesizes prior crowdsourcing research and practices from a variety of disciplines and focuses to identify lessons for meeting the practical challenges of crowdsourcing in the public sector. It identifies three distinct categories of crowdsourcing: organizations, products and services, and holistic systems. Lessons about the fundamental logic of process design—alignment, motivation, and evaluation—identified across the three categories are discussed. Conclusions drawn from past studies and the resulting evidence can help public managers better design and implement crowdsourcing in the public sector.

Practitioner Points

  • Crowdsourcing studies in the public sector show that properly designed crowdsourcing platforms can empower citizens, create legitimacy for the government with the people, and enhance the effectiveness of public services and goods.
  • Research suggests that crowdsourcing decisions should be based on both solutions necessary to resolve public problems and appropriate tasks for participants who have knowledge or skills.
  • Evidence shows that prizes and rewards can increase participation rates, but opportunities for learning and skill building are essential for enhancing the quality of participants’ contributions.
  • Studies indicate that a crowdsourcing approach empowers participants through peer review by adopting constructive competition and supportive cooperation designs in the review process.
  • Studies illustrate that the establishment of an effective reputation system in the crowdsourcing process can ensure legitimate evaluation….(More)”.

Civic Tech for Urban Collaborative Governance

Curated on Posted on by Stefaan Verhulst

Hollie Russon-Gilman in PS: Political Science & Politics: “This article aims to contribute to a burgeoning field of ‘civic technology’ to identify precise pathways through which multi-stakeholder partnerships can foster, embed, and encourage more collaborative governance, outlining a research agenda to guide next steps. Instead of looking at technology as a civic panacea or, at the other extreme, as an irrelevant force, this article takes seriously both the democratic potential and the political constraints of the use of technology for more collaborative governance. The article begins by delineating contours of a civic definition of technology focused on generating public good, provides case study examples of civic tech deployed in America’s cities, raises research questions to inform future multi-stakeholder partnerships, and concludes with implications for the public sector workforce and ecosystem.”…(More)”.

Government at a Glance 2017

Curated on Posted on by Stefaan Verhulst

OECD: “Government at a Glance 2017 provides the latest available data on public administrations in OECD countries. Where possible, it also reports data for Brazil, China, Colombia, Costa Rica, India, Indonesia, Lithuania, the Russian Federation, and South Africa. This edition contains new indicators on public sector emploympent, institutions, budgeting practices and procedures, regulatory governance, risk management and communication, open government data and public sector innovation. This edition also includes for the first time a number of scorecards comparing the level of access, responsiveness and quality of services in three key areas: health care, education and justice.

Each indicator in the publication is presented in a user-friendly format, consisting of graphs and/or charts illustrating variations across countries and over time, brief descriptive analyses highlighting the major findings conveyed by the data, and a methodological section on the definition of the indicator and any limitations in data comparability. A database containing qualitative and quantitative indicators on government is available on line. It is updated twice a year as new data are released. The database, countries fact sheets and other online supplements can be found at www.oecd.org/gov/govataglance.htm.”

Public servants to go on blind coffee dates for innovation

Curated on Posted on by Stefaan Verhulst

David Donaldson at The Mandarin: “Victorian public servants will have the opportunity to be randomly matched with others for coffee dates, as part of the government’s plan to foster links across silos and bolster innovation.

That is just one of many initiatives planned by Victoria in its new Public Sector Innovation Strategy, released on Tuesday.The plan acknowledges that plenty of innovative thinking is already happening, so the best way to drive further ideas is to connect people better and provide tools and case studies so they can learn from one another.

Six themes repeatedly came up in conversations around innovation in the public service, says the document:

  1. Leaders who enable and reward — too often new ideas are stifled by leaders who don’t support them;
  2. Employees who feel confident and supported;
  3. Learning well — pockets of innovation exist, and stronger efforts to learn and develop from them will help;
  4. Sharing with each other;
  5. Partnering with the community and other organisations;
  6. Delivering value — don’t innovate on random things. Focus on what makes a difference.

“This strategy helps to find, encourage and support change that adds value across the public sector. We need to unlock good intent and talent, share examples and experiences, and learn from each other,” says Chris Eccles, secretary of the Department of Premier and Cabinet.

“At our best, we all contribute our different skills and roles to generate more public value, shaped by the common purpose of creating a better society.”

To kick off progress, the government has outlined a series of actions it will undertake:

  • A reverse mentoring plan to help executives learn from more junior staff. Due September 2017.
  • Build on a current departmental trial that builds innovation into executive performance development plans. December 2017.
  • Establish a high-profile event to recognise and reward practical innovation across government. March 2018.
  • A practical innovation bank, to provide a common digital space for cross-government sharing of practical resources (case studies, contacts, templates, guides, lessons learned and so on). December 2017.
  • Ideas challenge toolkit to provide guidance on how to run an ideas challenge. December 2017.
  • Learning lab trial, which will provide an incubator environment for cross-government use on a project by project basis. March 2018.
  • VPS Academy, a new peer to peer learning project, will go through two more pilots to build the case for scaling up. July and December 2017…(More)”.

Intelligent sharing: unleashing the potential of health and care data in the UK to transform outcomes

Curated on Posted on by Stefaan Verhulst

Report by Future Care Capital: “….Data is often referred to as the ‘new oil’ – the 21st century raw material which, when hitched to algorithmic refinement, may be mined for insight and value – and ‘data flows’ are said to have exerted a greater impact upon global growth than traditional goods flows in recent years (Manyika et al, 2016). Small wonder, then, that governments around the world are endeavouring to strike a balance between individual privacy rights and protections on the one hand, and organisational permissions to facilitate the creation of social, economic and environmental value from broad-ranging data on the other: ‘data rights’ are now of critical importance courtesy of technological advancements. The tension between the two is particularly evident where health and care data in the UK is concerned. Individuals are broadly content with anonymised data from their medical records being used for public benefit but are, understandably, anxious about the implications of the most intimate aspects of their lives being hacked or, else, shared without their knowledge or consent….

The potential for health and care data to be transformative remains, and there is growing concern that opportunities to improve the use of health and care data in peoples’ interests are being missed….

we recommend additional support for digitisation efforts in social care settings. We call upon the Government to streamline processes associated with Information Governance (IG) modelling to help data sharing initiatives that traverse organisational boundaries. We also advocate for investment and additional legal safeguards to make more anonymised data sets available for research and innovation. Crucially, we recommend expediting the scope for individuals to contribute health and care data to sharing initiatives led by the public sector through promotion, education and pilot activities – so that data is deployed to transform public health and support the ‘pivot to prevention’.

In Chapter Two, we explore the rationale and scope for the UK to build upon emergent practice from around the world and become a global leader in ‘data philanthropy’ – to push at the boundaries of existing plans and programmes, and support the development of and access to unrivalled health and care data sets. We look at member-controlled ‘data cooperatives’ and what we’ve termed ‘data communities’ operated by trusted intermediaries. We also explore ‘data collaboratives’ which involve the private sector engaging in data philanthropy for public benefit. Here, we make recommendations about promoting a culture of data philanthropy through the demonstration of tangible benefits to participants and the wider public, and we call upon Government to assess the appetite and feasibility of establishing the world’s first National Health and Care Data Donor Bank….(More)”

 

Are Future Bureaucrats More Prosocial?

Curated on Posted on by Stefaan Verhulst

Paper by Markus S. Tepe and Pieter Vanhuysse: “…explores the associations between self-reported Public Service Motivation (PSM) and preferred job traits, study choice, and observable prosocial behavior. We study three subject pools covering over 250 university students in Germany. We use laboratory experiments with monetary rewards to measure altruism, fairness, strategic fairness, and cooperativeness, and a post-experimental survey on subjects’ PSM. Higher levels of PSM are not associated with studying public administration but are positively associated with altruism and negatively with strategic fairness. The experimental data reveals robust subject-pool effects. After controlling for PSM, public administration students behave more altruistically and display less merely strategic fairness than business students. And they behave more cooperatively than business and law students. These behavioral findings about future bureaucrats corroborate cumulative earlier survey evidence about the higher prosocial tendencies of public sector employees. They point to the danger of crowding out such tendencies through overly extrinsic management tools….(More)”