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This edited volume highlights the latest advances in and findings from research on service automation in public sector organizations. The contributing authors use a mix of social and technological approaches to increase readers’ understanding of public service automation. The respective chapters discuss the automation of services in public organizations from a conceptual standpoint, present empirical examples of automation applications in public organizations, and consider the implementation-related challenges that can arise. The book’s overall goal is to aid and inspire researchers and practitioners to expand their knowledge of service automation in public organizations, while also providing a foundation for policy development and future research. Following a brief introductory chapter, the book addresses major gaps in our current understanding of service automation in public organizations, and provides suggestions for future research. Moreover, it argues that there is a continued need to observe and learn from empirical examples, and a need for more critical studies on the social and societal consequences of increased service automation in public organizations.
WINNER: The 2019 Lillian Smith Book Award, 2018 McGannon Center Book Prize, and shortlisted for the Goddard Riverside Stephan Russo Book Prize for Social Justice Astra Taylor, author of The People's Platform: "The single most important book about technology you will read this year." Dorothy Roberts, author of Killing the Black Body: "A must-read." A powerful investigative look at data-based discrimination?and how technology affects civil and human rights and economic equity The State of Indiana denies one million applications for healthcare, foodstamps and cash benefits in three years—because a new computer system interprets any mistake as “failure to cooperate.” In Los Angeles, an algorithm calculates the comparative vulnerability of tens of thousands of homeless people in order to prioritize them for an inadequate pool of housing resources. In Pittsburgh, a child welfare agency uses a statistical model to try to predict which children might be future victims of abuse or neglect. Since the dawn of the digital age, decision-making in finance, employment, politics, health and human services has undergone revolutionary change. Today, automated systems—rather than humans—control which neighborhoods get policed, which families attain needed resources, and who is investigated for fraud. While we all live under this new regime of data, the most invasive and punitive systems are aimed at the poor. In Automating Inequality, Virginia Eubanks systematically investigates the impacts of data mining, policy algorithms, and predictive risk models on poor and working-class people in America. The book is full of heart-wrenching and eye-opening stories, from a woman in Indiana whose benefits are literally cut off as she lays dying to a family in Pennsylvania in daily fear of losing their daughter because they fit a certain statistical profile. The U.S. has always used its most cutting-edge science and technology to contain, investigate, discipline and punish the destitute. Like the county poorhouse and scientific charity before them, digital tracking and automated decision-making hide poverty from the middle-class public and give the nation the ethical distance it needs to make inhumane choices: which families get food and which starve, who has housing and who remains homeless, and which families are broken up by the state. In the process, they weaken democracy and betray our most cherished national values. This deeply researched and passionate book could not be more timely.
This report, produced by the OECD Observatory of Public Sector Innovation, explores how systems approaches can be used in the public sector to solve complex or “wicked” problems.
The advent of the Fourth Industrial Revolution (4IR) has created a pressing need for digital transformation in human resources management (HRM) in public institutions. Traditional practices must be updated, preventing institutions from effectively managing their workforce and meeting stakeholder demands. The lack of digitalization leads to inefficiencies, ineffective performance evaluation, and an inability to adapt to the rapidly evolving technological landscape. This gap between existing HR practices and the demands of the digital age poses a significant challenge for public sector organizations. Digital Transformation in Public Sector Human Resource Management offers a comprehensive solution to the challenges faced by public institutions. The book provides practical insights and strategies for aligning HR practices with the modern technological landscape by exploring how digital transformation can revolutionize HRM processes. It demonstrates the benefits of adopting digital technologies and innovative strategies in public sector HRM through real-world examples and case studies. The book guides public sector professionals, policymakers, and academics, helping them navigate the complexities of digital transformation in HRM.
The turn of the new millennium has brought with it an explosion of activity around electronic services (e-services) in the form of e-commerce, e-business, e-government, e-learning, and so on. The provision of all possible goods and services electronically via the Internet with the use of semantic web technologies has seen a paradigm shift from the traditional brick-and-mortar location-based services to the ubiquitous provision of goods and services online. An understanding of this paradigm shift and the fundamental properties of e-service composition is required in order to take full advantage of the paradigm. As such, this book provides comprehensive coverage and understanding of the use of e-services within the technological, business, management, and organizational domains. Chapters cover such topics as digitized learning, information and communication technology in sports, cloud computing for universities, and more. This book is a reference book for scholars, researchers, and practitioners looking to update their knowledge on methodologies, theoretical analyses, modeling, simulation, and empirical studies on e-services.
This pioneering Research Handbook on Public Management and Artificial Intelligence provides a comprehensive overview of the potentials, challenges, and governance principles of AI in a public management context. Multidisciplinary in approach, it draws on a variety of jurisdictional perspectives and expertly analyses key topics relating to this socio-technical phenomenon.
Following the migration of workflows, data, and communication to the Cloud and other Internet-based frameworks, interaction over the Web has become ever more commonplace. As with any social situation, there are rules and consequences to actions within a virtual environment. Cyber Behavior: Concepts, Methodologies, Tools, and Applications explores the role of cyberspace in modern communication and interaction, including considerations of ethics, crime, security, and education. With chapters on a variety of topics and concerns inherent to a contemporary networked society, this multi-volume work will be of particular interest to students and academicians, as well as software developers, computer scientists, and specialists in the field of Information Technologies.
The book presents observations concerning automated decision-making from a general point of view at the same time as it analyses the manner in which praxis in some jurisdictions has evolved as concerns automated decision-making and how the requirements that are placed by the legal orders on it are formulated. The principle of the rule of law should apply in the context of automated decision-making of public authorities just as much as when the decision-makers are physical persons. In sync with increasing automatization of decision-making in public authorities, problematizing questions about the appropriate legal basis for algorithmic decision-making have started emerge. How should the principle of the rule of law apply within the area of automated decision-making, how should automated decision-making be regulated so that it satisfies the requirements created by the principle of the rule of law, and how should the principle of the rule of law be made concrete in decision-making that is based on algorithms? The proposal for an AI Act launched by the European Commission in April 2021, including an identification of high-risk uses of algorithmic techniques, raises further questions concerning practices and interpretations related to automated decision-making. The state based on the rule of law proceeds from the maxim that public powers are exercised within a legal frame that makes the exercise of public powers foreseeable in light of legal norms. Also, a state based on the rule of law requires that the contents of the exercise of public powers is regulated by legal norms, which means that the citizens must be able to know everything that is relevant about how the powers will be exercised, not only who it is that will exercise the powers. Because of rules and principles of this kind, including non-discrimination and proportionality, the exercise of powers will not become arbitrary.