Abstract
In this contribution we discuss the characteristics of what we call the fourth
generation of public sector service channels: social robots. Based on a review of
relevant literature we discuss their characteristics and place into multi-channel
models of service delivery. We argue that social robots is not one homogenous
type of channels, but rather breaks down in different (sub)types of channels,
each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.
This is especially relevant given the current lack of evaluations of such models,
the broad range of channels available, and their different stages of deployment
at governments around the world. Nevertheless, social robots offer an
potentially very relevant addition to the service level landscape.
generation of public sector service channels: social robots. Based on a review of
relevant literature we discuss their characteristics and place into multi-channel
models of service delivery. We argue that social robots is not one homogenous
type of channels, but rather breaks down in different (sub)types of channels,
each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.
This is especially relevant given the current lack of evaluations of such models,
the broad range of channels available, and their different stages of deployment
at governments around the world. Nevertheless, social robots offer an
potentially very relevant addition to the service level landscape.
Original language | English |
---|---|
Title of host publication | Electronic Government |
Subtitle of host publication | 16th IFIP WG 8.5 International Conference, EGOV 2017 |
Editors | Marijn Janssen, Karin Axelsson, Olivier Glassey, Bram Klievink, Robert Krimmer, Ida Lindgren, Peter Parycek, Hans J. Scholl, Dmitrii Trutnev |
Place of Publication | Cham |
Publisher | Springer |
Pages | 47-59 |
ISBN (Electronic) | 978-3-319-64677-0 |
ISBN (Print) | 978-3-319-64676-3 |
DOIs | |
Publication status | Published - 4 Aug 2017 |
Event | 16th Electronic Government, EGOV 2017 - St. Petersburg, Russian Federation Duration: 4 Sept 2017 → 7 Sept 2017 Conference number: 16 |
Publication series
Name | Lecture Notes in Computer Science |
---|---|
Publisher | Springer |
Volume | 10428 |
ISSN (Print) | 0302-9743 |
ISSN (Electronic) | 1611-3349 |
Conference
Conference | 16th Electronic Government, EGOV 2017 |
---|---|
Abbreviated title | EGOV 2017 |
Country/Territory | Russian Federation |
City | St. Petersburg |
Period | 4/09/17 → 7/09/17 |
Keywords
- Multi-channel management
- Social robots
- Service channels
- eGovernment
- Service delivery