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020 _a9783030540845
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024 7 _a10.1007/978-3-030-54084-5
_2doi
050 4 _aJF20-2112
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100 1 _aJeffares, Stephen.
_eauthor.
_4aut
_4http://id.loc.gov/vocabulary/relators/aut
245 1 4 _aThe Virtual Public Servant
_h[electronic resource] :
_bArtificial Intelligence and Frontline Work /
_cby Stephen Jeffares.
250 _a1st ed. 2021.
264 1 _aCham :
_bSpringer International Publishing :
_bImprint: Palgrave Macmillan,
_c2021.
300 _aXV, 274 p. 20 illus., 7 illus. in color.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
505 0 _a1. Artificial and Intelligence and Frontline Public Service -- 2. Control, Cost, Convenience and Connection, Four Problems for AI and Public Service -- 3. AI, Public Service and Research Methodology -- 4. Position Closed: The Disappearance and Datafication of Face-to-Face Public Service -- 5. Can I speak to a human? Automating Remote Contact in Frontline Public Service -- 6. The Non-Public Encounter: Self-Service and the Ephemoralisation of Public Service -- 7. The Management of Social Media in Frontline Public Service -- 8. Robots and Virtual Agents in Frontline Public Service -- 9. The Virtual Public Servant Fantasy -- 10. The Virtual Public Servant: Three Futures. A Q Study.
520 _aWith recent advances and investment in artificial intelligence, are we on the verge of introducing virtual public servants? Governments around the world are rapidly deploying robots and virtual agents in healthcare, education, local government, social care, and criminal justice. These advances not only promise unprecedented levels of control and convenience at a reduced cost but also claim to connect, to empathise, and to build trust. This book documents how-after decades of designing out costly face to face transactions, investment in call centres, and incentivising citizens to self-service-the tech industry is promising to re-humanise our frontline public services. It breaks out of disciplinary silos and moves us on from the polarised hype vs. fear discussion on the future of work. It does so through in-depth Q-methodology interviews with a wide range of frontline public servants, from doctors to librarians, from social workers to school receptionists, and from police officers to call handlers. The first of its kind, this book should be of interest across the social sciences and to anyone concerned with how recent measures to digitise and automate our services are paving the way for the development of full-blown AI in frontline work. Stephen Jeffares is Senior Lecturer, School of Government at the University of Birmingham, UK, where, as a director of doctoral research for social sciences and co-director of INLOGOV's Public Management and Leadership programme, he combines his interest in methods, technology and public service. His previous books are Hybrid Governance in European Cities(with Chris Skelcher and Helen Sullivan) and Interpreting Hashtag Politics. .
650 0 _aPolitical science.
650 0 _aPublic administration.
650 1 4 _aGovernance and Government.
_0https://scigraph.springernature.com/ontologies/product-market-codes/911220
650 2 4 _aPublic Administration.
_0https://scigraph.springernature.com/ontologies/product-market-codes/W34030
710 2 _aSpringerLink (Online service)
773 0 _tSpringer Nature eBook
776 0 8 _iPrinted edition:
_z9783030540838
776 0 8 _iPrinted edition:
_z9783030540852
776 0 8 _iPrinted edition:
_z9783030540869
856 4 0 _uhttps://s443-doi-org.br.lsproxy.net/10.1007/978-3-030-54084-5
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