Posts

A Typology of Chatbots in Public Service Delivery – IEEE Software

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]

Digital Transformation in the Resource and Energy Sectors

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]

International Dialogue: Emerging Technology for Response and Recovery

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.

Will AI ever sit at the C-suite table? The future of senior leadership

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]

Cutter Business Technology Journal – Special Issue on Artificial Intelligence

New article in Cutter Business Technology Journal with Lena Waizenegger (Auckland University of Technology) and Gregory S. Dawson (Arizona State University)

9 Recommendations for Designing, Developing, Deploying, and Refining Cognitive Computing Systems

This article draws your attention to the design, development, deployment, and refinement of cognitive computing systems (CCSs). While CCSs are deployed in a variety of fields yielding benefits exceeding expectations, there are also major failures. Lack of appreciation for the differences inherent in developing a CCS versus a traditional software system is key to these failures. To assist in developing successful CCSs and to derive benefits from them, the authors offer a set of nine key recommendations based on their examination of over two dozen systems. They conclude that CCSs will be a dominant technology that will permeate all business operations for the foreseeable future.

Delivering Artificial Intelligence in Government – New IBM Center for the Business of Government Report

The IBM Center for the Business of Government released my new report today.

Delivering Artificial Intelligence in Government: Challenges and Opportunities

This report reviews recent progress made in applying artificial intelligence to public sector service provision, drawing on lessons learned from commercial experience as well as burgeoning cognitive computing activity by Federal, State, local, and international governments.

To access the report, please click here.