PPPS'2023 - Proactive and Personalised Public Services: Searching for Meaningful Human Control in Algorithmic Government

The future is likely to see an increase in the use of automated decision-making systems in the public sector, which employ Artificial Intelligence and, in particular, machine learning techniques, to enable more proactive and personalised delivery of public services. Proactive delivery can reduce the administrative burdens on citizens and...

The rise of GovTech: Trojan horse or blessing in disguise? A research agenda

As GovTech solutions are steadily entering the public sector, they have yet to find their way into the mainstream literature. GovTech refers to socio-technical solutions – that are developed and operated by private organisations – intertwined with public sector components for facilitating processes in the public sector. GovTech solutions promise...

Engaging citizens in digital public service innovation ecosystems-insights from the Netherlands and Italy

Public agencies struggle with engaging citizens in digital public service innovation. The notion that citizen engagement in public service innovation can lead to more citizen-friendly digital services is widely accepted. Moreover, citizen engagement has also become an indicator of legitimacy; public service innovation without citizen engagement...

Inclusion through proactive public services: Findings from the Netherlands: Classifying and designing proactivity through understanding service eligibility and delivery processes

The COVID-19 pandemic highlights the dependence on digital public service delivery in many nations. The intensified use of digital public services also shifted the spotlight to accessibility and reactive design of digital public services. Inspired by the high level of proactivity provided in commercial digital services, policy-makers are looking...