M-Government Smart Service using AI Chatbots: Evidence from the UAE

Abstract

The UAE is one of the leading countries supporting M-Government services in light of the M-Government initiative and vision. This vision wholly resides in transforming E-Government into M-Government, utilizing the increasing ubiquity of smartphones to provide government services. M-Government increases the accessibility, availability, and reliability of services. In line with the UAE initiative, the urge for centralizing government services arises with the presence of countless applications for different services. To this end, we propose a novel conversational Artificial Intelligence-based M-Government mobile application that facilitates access to various government services. The proposed application is also integrated with Telegram for convenience and accessibility. Furthermore, this paper investigates the perceived usefulness and satisfaction of the developed M-Government application in the UAE. This paper makes a significant theoretical contribution by including Acceptance of Automation as a well-established information systems success model variable. Our survey findings demonstrate a wide acceptance and satisfaction with launching such an application. © 2022 IEEE.

Keywords Artificial Intelligence (AI), Chatbot, M-Government services, Perceived Usefulness, Theoretical Contribution