Enhancing government service delivery: A case study of ACQAR implementation and lessons learned from ChatGPT integration in a Singapore government agency

• Main Authors: LEE, Hui Shan, SHANKARARAMAN, Venky, OUH, Eng Lieh
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2024
• Subjects: Question Answering; Service Innovation; Citizen Services; Information Retrieval; Text Analytics; Artificial Intelligence and Robotics; Software Engineering
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/7504; https://ink.library.smu.edu.sg/context/lkcsb_research/article/8503/viewcontent/3657054.3657130.pdf
• Institution: Singapore Management University

This paper presents the pilot implementation of AI Based Citizen Question-Answer Recommender (ACQAR) as an attempt to enhance citizen service delivery within a Singaporean government agency. Drawing insights from previous studies on the Empath library's use in Service Level Agreement (SLA) pred...