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Touchpoint

p-ISSN: 1868-6052
e-ISSN: 2940-2778

Touchpoint - Service Design at the Dawn of AI

AI-Enabled Adaptive Service Blueprints: The complexities of AI in public service design

Eduardo Staszowski, Lara Penin, Connor Smith

Touchpoint - Service Design at the Dawn of AI 15 No. 1 (2024)
https://doi.org/10.30819/touchpoint.15-1.01     pp: 8-12     2024-06-04

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Staszowski, E., & Penin, L., & Smith, C. (2024). AI-Enabled Adaptive Service Blueprints: The complexities of AI in public service design. Touchpoint - Service Design at the Dawn of AI, 15 (1), 8-12. doi:10.30819/touchpoint.15-1.01
@article{Staszowski_2024,
doi = {10.30819/touchpoint.15-1.01},
url = {https://doi.org/10.30819/touchpoint.15-1.01},
year = 2024,
publisher = {Logos Verlag Berlin},
volume = {15},
number = {1},
pages = {8-12},
author = {Eduardo Staszowski, Lara Penin, Connor Smith},
title = {AI-Enabled Adaptive Service Blueprints: The complexities of AI in public service design},
journal = {Touchpoint - Service Design at the Dawn of AI}
}

Abstract
While AI technologies are being incorporated in many types of services, their application in public sector contexts creates a unique set of dynamics and opportunities. Even as distinguished from ‘civic services’ (which are managed by networks of non- profits and non-state actors for the purposes of addressing social needs) or ‘collaborative services’ (which are co-produced by states, non-state organisations and active members of the public), the dynamics of public accountability specific to state- orchestrated services merit particular consideration.
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