New paper co-authored with Tendai Makasi, Alireza Nili, and Mary Tate has been published in IEEE Software.
Chatbots are being used in an increasingly wide range of public services and present several benefits for public service delivery. Our typology contributes to effective chatbot-mediated service delivery in the public service context.
To access the paper, please click [LINK]
New paper co-authored with Parisa Maroufkhani, Robert K.Perrons, and Mohammad Iranmanesh published in Resources Policy.
The forces of digital transformation have delivered significant benefits like sustainable development and economic growth in a range of early adopter industries such as retail and manufacturing but, despite these potential benefits, the resource and energy sectors have been relative latecomers to digitalization simply because they are frequently slower to absorb new technologies. Here we present the results of a systematic literature review identifying the ways in which digital technologies have been applied in the oil and gas, mining, and energy domains. We applied content and descriptive analysis to evaluate and discuss 151 academic articles selected from the Scopus database. Two particularly interesting trends emerge from the analysis. First, over 75% of the papers were about the energy sector excluding the oil & gas industry, and only a small minority were from the mining or oil & gas sectors. Second, the most frequently discussed objective of digital transformation was the reduction of operational expenses. By surveying the different ways in which these innovations have been used in these industries and identifying trends and patterns in how digital technologies have been applied, the findings of this review deepen our understanding of the current state of digital technologies within the resource and energy sectors and, in so doing, shine a useful amount of light on the contributions that digital transformation has made to businesses in these sectors. This paper also highlights for future scholars, practitioners, and policymakers the six research areas that they should focus on in the future to help the resource and energy sectors accelerate the digital transformation process and improve their ability to deliver value with these innovations.
To access the article, please click [LINK]
In a post-pandemic world, homeland security and border control agencies are being tasked with transforming how they respond and operate in a highly digitalized environment, while ensuring safety and prosperity of citizens and country.
Critical challenges that agencies face include the increasing volume of incidents and emergencies, overly complex trade and immigration processes, and evolving threats to borders and customs. Governments can leverage data, AI, intelligent automation, and other emerging technologies to address these complex challenges—while also freeing up critical human resources for high value missions.
To address these key issues, the IBM Center for The Business of Government hosted an international dialogue in September 2021 attended by CIOs and IT leaders with the Australia Department of Home Affairs, the Singapore Ministry of Home Affairs, and U.S. Department of Homeland Security Customs and Border Protection. These three dynamic leaders engaged in an interactive dialogue, joined by nearly 50 attendees from across the globe.
I draw on this discussion to produce a report providing keen insights about leveraging technologies to improve operations and security across borders. Participants addressed supply chain assurance, opening borders amidst the global fight against COVID-19, and the role of data, AI, and other technologies to support border security. The wide-ranging discussion also touched on addressing the needs of the future, anticipating new threats, and developing response strategies. These strategies—which rest on hybrid, multi-cloud environments—include operational capabilities that can stand up “on demand” to address rapidly shifting threats.
To read the report, please click here.
The IBM Center for the Business of Government released my new report today.
Artificial Intelligence in the Public Sector: A Maturity Model
The technology is revolutionizing the way we derive value and insights from data in order to improve our daily lives. In addition, governments gather a treasure trove of pertinent data that can be used to execute important missions and improve services to the citizen. An effective AI program can greatly enhance the ability of the public sector to deliver on that promise.
The challenge has always been to design and implement an AI program that has all the critical elements in place to successfully achieve the goal of improved mission delivery and citizen services. An initial report commissioned by the IBM Center for The Business of Government, Delivering Artificial Intelligence in Government: Challenges and Opportunities, proposed an initial maturity model that gave public agencies a starting point for developing an AI capability. Subsequently, we have had the opportunity to fine tune the model, based on extensive research on how the public sector was deploying AI, documenting successful use cases and highlighting pitfalls and lessons learned.
The revised maturity model was shared with experienced public sector practitioners and feedback from these discussions led to a further revision. The revised model was then shared with a final group of reviewers that included public sector executives (both within and beyond the information systems domain), academics, and consultants.
We hope that this report provides public sector leaders a view into the “art of the possible” by emphasizing how AI programs can accelerate the transformation of government programs to better serve the public and by providing them a framework for establishing a successful AI program. We will continue to explore this topic and will provide further updates as the use of AI in the public sector continues to evolve.
To access the report, please click [Report]
A blog post on the report by Margie Graves (Visiting Fellow, IBM Center for the Business of Government, former Deputy Federal CIO for the Office of Management and Budget) is available here: [Post]
Graeme J. Watson, Vincent M. Ribiere, JakaLindi? and I have an article accepted in Business Horizons.
As the sophistication of artificial intelligence (AI) systems develop and AI becomes a key element of organizational strategy across a wide spectrum of industries, new demands are being placed on senior leaders. To understand the growing challenges leaders will face in the age of AI, we conducted interviews with 33 senior leaders in several countries across a wide range of industries. Our research highlights key capabilities and skills that leaders will require. Underlying these capabilities is a mindset oriented toward continuous learning and self-development, which will enable ongoing and rapid adaptation to change. Our findings identified the following key capabilities: digital know-how, data-driven focus, networking, ethics, and agility. To successfully navigate the coming era, senior leaders will need to focus on reskilling the workforce, recruiting and retaining highly skilled talent, building an intrapreneurial culture, and managing unprecedented changes in technologies and the nature of work.
To access the article [LINK]
Cognitive Computing Systems (CCSs) are increasing in prominence in the public sector. This paper develops a framework drawing on public value and information technology service management literature to guide the management of CCSs in the public sector. We draw on academic literature, gray literature, legislation and government reports, and examples on CCS initiatives in the public sector to develop insights for research and practice. We then outline the themes and present the insights in the form of guiding principles and specific (detailed) recommendations. These include guiding principles and recommendations for establishing legitimacy, understanding the required capabilities, executing capabilities, creating and measuring public value.
Journal: Public Performance & Management Review
Co-authors: Tendai Makasi, Alireza Nili, and Mary Tate
To access the article, please click here.
Tendai Makasi, Alireza Nili, Mary Tate, and I have authored the lead article in the current issue of First Monday. To access the article click here.
I have a new article with Gregory S. Dawson (Arizona State University) and Daniel Chenok (IBM). To access the article, please click [LINK].
As artificial intelligence technologies take over larger number of tasks, India will face unique impacts of automation relative to other countries. With its large and young population, advances in AI will affect India in aspects from jobs to quality of life. Incidentally, the Indian economy is currently ill-equipped to face the advent of automation and AI. To read more...
