Virtual Public Servant

Artificial Intelligence and Frontline Work

Häftad, Engelska, 2021

AvStephen Jeffares

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This book documents how—after decades of designing out costly face to face transactions, investment in call centres, and incentivising citizens to self-service—the tech industry is promising to re-humanise our frontline public services.

Produktinformation

Utgivningsdatum2021-12-02
Mått148 x 210 x 19 mm
Vikt384 g
FormatHäftad
SpråkEngelska
Antal sidor274
FörlagSpringer Nature Switzerland AG
ISBN9783030540869

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Stephen Jeffares is Senior Lecturer, School of Government at the University of Birmingham, UK, where, as a director of doctoral research for social sciences and co-director of INLOGOV's Public Management and Leadership programme, he combines his interest in methods, technology and public service. His previous books are Hybrid Governance in European Cities (with Chris Skelcher and Helen Sullivan) and Interpreting Hashtag Politics.

1. Artificial and Intelligence and Frontline Public Service.- 2. Control, Cost, Convenience and Connection, Four Problems for AI and Public Service.- 3. AI, Public Service and Research Methodology.- 4. Position Closed: The Disappearance and Datafication of Face-to-Face Public Service.- 5. Can I speak to a human? Automating Remote Contact in Frontline Public Service .- 6. The Non-Public Encounter: Self-Service and the Ephemoralisation of Public Service.- 7. The Management of Social Media in Frontline Public Service.- 8. Robots and Virtual Agents in Frontline Public Service.- 9. The Virtual Public Servant Fantasy.- 10. The Virtual Public Servant: Three Futures. A Q Study.