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Os desafios à implementação e utilização de um chatbot baseado em IA na administração pública
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Resumo(s)
Nos últimos anos tem havido um crescente interesse nas ferramentas de Inteligência Artificial (IA), nomeadamente no que diz respeito ao seu potencial, barreiras e fatores que influenciam o seu sucesso, particularmente na Administração Pública. A implementação de novas tecnologias nos serviços públicos, impulsiona a modernização administrativa. No entanto, apesar de ser um tema recentemente discutido, há uma lacuna significativa no conhecimento sobre as diversas formas de aplicação da IA e o seu potencial na Administração Pública. A presente dissertação procura contribuir para clarificar os desafios associados à implementação e utilização do chatbot, na Administração Pública. Para tal, foi realizado um estudo de caso da Agência Nacional de Inovação (ANI), um organismo privado com fundos públicos que implementou, muito recentemente, um chatbot conversacional conjuntamente com um novo website. Este estudo de caso foi baseado na realização de entrevistas semi-estruturadas. Os guiões das mesmas foram elaborados segundo o modelo Tecnology, Organization and Environment, que permitiu estudar de que forma estas três dimensões influenciam a implementação e utilização bem-sucedidas de novas tecnologias. O processo ainda se encontra numa fase preliminar não permitindo uma análise detalhada da dimensão ambiental. Nesse sentido, os resultados obtidos evidenciam, que os desafios percecionados ainda estão relacionados maioritariamente com a dimensão tecnológica e organizacional. Foram analisadas questões como o grande volume de dados, a disparidade de perspetivas sobre o desemprego tecnológico, a reestruturação na distribuição de tarefas e os apoios governamentais. Foi ainda demonstrado uma expectativa futura muito promissora, havendo uma perspetiva de melhoria contínua. Este estudo oferece uma importante implicação prática permitindo uma análise detalhada do processo de implementação de tecnologias inovadoras no setor público. Além disso, apresenta um caso de referência que evidencia o potencial transformador da IA, servindo de base para futuras iniciativas de modernização administrativa.
In recent years there has been growing interest in Artificial Intelligence (AI) tools, particularly with regard to their potential, barriers and factors influencing their success, particularly in public administration. The implementation of new technologies in public services is driving administrative modernisation. However, despite being a recently discussed topic, there is a significant gap in knowledge about the various ways of applying AI and its potential in the Public Administration. This dissertation seeks to help clarify the challenges associated with implementing and utilising chatbots in public administration. To this end, a case study was carried out of the National Innovation Agency (ANI), a private organisation with public funds that very recently implemented a conversational chatbot in conjunction with a new website. This case study was based on semi-structured interviews. The interview scripts were drawn up according to the Technology, Organisation and Environment model, which made it possible to study how these three dimensions influence the successful implementation and use of new technologies. The process is still at a preliminary stage and does not allow for a detailed analysis of the environmental dimension. In this sense, the results obtained show that the perceived challenges are still mainly related to the technological and organisational dimensions. Issues such as the large volume of data, the disparity of perspectives on technological unemployment, restructuring in the distribution of tasks and government support were analysed. A very promising outlook for the future was also demonstrated, with a view to continuous improvement. This study offers important practical implications, allowing for a detailed analysis of the process of implementing innovative technologies in the public sector. In addition, it presents a reference case that highlights the transformative potential of AI, serving as a basis for future administrative modernization initiatives.
In recent years there has been growing interest in Artificial Intelligence (AI) tools, particularly with regard to their potential, barriers and factors influencing their success, particularly in public administration. The implementation of new technologies in public services is driving administrative modernisation. However, despite being a recently discussed topic, there is a significant gap in knowledge about the various ways of applying AI and its potential in the Public Administration. This dissertation seeks to help clarify the challenges associated with implementing and utilising chatbots in public administration. To this end, a case study was carried out of the National Innovation Agency (ANI), a private organisation with public funds that very recently implemented a conversational chatbot in conjunction with a new website. This case study was based on semi-structured interviews. The interview scripts were drawn up according to the Technology, Organisation and Environment model, which made it possible to study how these three dimensions influence the successful implementation and use of new technologies. The process is still at a preliminary stage and does not allow for a detailed analysis of the environmental dimension. In this sense, the results obtained show that the perceived challenges are still mainly related to the technological and organisational dimensions. Issues such as the large volume of data, the disparity of perspectives on technological unemployment, restructuring in the distribution of tasks and government support were analysed. A very promising outlook for the future was also demonstrated, with a view to continuous improvement. This study offers important practical implications, allowing for a detailed analysis of the process of implementing innovative technologies in the public sector. In addition, it presents a reference case that highlights the transformative potential of AI, serving as a basis for future administrative modernization initiatives.
Descrição
Palavras-chave
Inteligência Artificial Administração Pública Chatbot Barreiras Adoção Artificial Intelligence Public Administration Chatbot Barriers Adoption
Contexto Educativo
Citação
Reis, Beatriz Alexandra Alves da Silva .(2024). “Os desafios à implementação e utilização de um chatbot baseado em IA na administração pública”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão
Editora
Instituto Superior de Economia e Gestão