Artificial Intelligence and Frontline Public Service
This chapter opens with an example of a local authority announcing it was hiring Amelia, the world’s first virtual public servant. It quotes press release suggesting Amelia was not only more efficient but also emotionally engaged. The chapter summarises h
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The Virtual Public Servant
Stephen Jeffares
The Virtual Public Servant Artificial Intelligence and Frontline Work
Stephen Jeffares School of Government and Society University of Birmingham Birmingham, UK
ISBN 978-3-030-54083-8 ISBN 978-3-030-54084-5 (eBook) https://doi.org/10.1007/978-3-030-54084-5 © The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Switzerland AG 2021 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Cover illustration: © Alex Linch shutterstock.com This Palgrave Macmillan imprint is published by the registered company Springer Nature Switzerland AG. The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Preface and Acknowledgements
I, like you, consume public services. I also teach people who manage public services. As a teacher, I try to help people work out how to better understand the work they do and the myriad ideas, agendas, policies, regulation, regimes, discourses and problems that shape their work and their practice. In recent years I have become particularly interested in the digital technologies that shape this work. In seminars and workshops at the university, I am struck by the different ways public servants react to new technology ideas. As a consumer of technology, I can’t help but puzzle why the layout of waiting rooms has changed, the inclusion of a tablet to sign in and the use of “virtual” clinics alongside face-to-face appointments. I found myself subscribing to news of the self-service kiosk industry to hear about the self-service quinoa restaurants or the opportunity to order and pay with your face. As a consumer and a teacher in this echo chamber it all feels like things are moving fast. Traditional methods of interacting with public services are being redrawn, and some will likely never return. Driving this curiosity is
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