Abstract
While chatbots are an increasingly applied new channel for government services, voice-based citizen services and corresponding scientific knowledge on their requirements and design are still scarce. In order to pave the way for prospective conversational e-government services for voice assistants, we conducted five semi-structured expert interviews with government representatives experienced with e-government issues as well as engineering and design experts familiar with voice interfaces. We analyzed their responses on relevant topics such as accessibility, authentication, data protection and open government data and APIs, as well as collected their rich application ideas for a first generation of voice-based citizen services. Based on these results, we derived a set of implications and considerations for both providing the fundamentals as well as designing and implementing conversational e-government services.
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Baldauf, M., Zimmermann, HD. (2020). Towards Conversational E-Government. In: Nah, FH., Siau, K. (eds) HCI in Business, Government and Organizations. HCII 2020. Lecture Notes in Computer Science(), vol 12204. Springer, Cham. https://doi.org/10.1007/978-3-030-50341-3_1
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DOI: https://doi.org/10.1007/978-3-030-50341-3_1
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