Problem Formulation and Use Case Identification of AI in Government: Results from the Literature Review

Abstract

The application of Artificial Intelligence (AI) technology has the potential to provide benefits to government and society and can present the next step in digital government development as the enable to make informed decisions, creation personalised service and detection of fraud in community. Despite these contributions, the technology can also create biases and discrimination in communities and among other risks. So far, the literature is focused on the technology level addressing performance efficiency and process improvement. In contrast, the literature lacks a comprehensive approach for planning AI projects and use case identification for government and public service delivery. The core question addressed in this paper is what factors should be considered when determining AI-related problems and establishing viable use cases. To address this question, the paper critically reviews existing approaches using the Context, Content, and Process (CCP) framework to identify problems and formulate AI use cases. Findings from the review rationalise the research gap and propose preliminary components that are significant in planning AI projects for the government.