{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,15]],"date-time":"2026-08-15T00:05:48Z","timestamp":1786752348594,"version":"build-2736575974"},"publisher-location":"New York, NY, USA","reference-count":69,"publisher":"ACM","license":[{"start":{"date-parts":[[2019,6,18]],"date-time":"2019-06-18T00:00:00Z","timestamp":1560816000000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2019,6,18]]},"DOI":"10.1145\/3325112.3325241","type":"proceedings-article","created":{"date-parts":[[2019,6,14]],"date-time":"2019-06-14T12:42:33Z","timestamp":1560516153000},"page":"81-90","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":16,"title":["Potential Use of Digital Assistants by Governments for Citizen Services"],"prefix":"10.1145","author":[{"given":"Cigdem","family":"Akkaya","sequence":"first","affiliation":[{"name":"Technical University of Munich- Chair for Information Systems, I17"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Helmut","family":"Krcmar","sequence":"additional","affiliation":[{"name":"Technical University of Munich - Chair for Information Systems, I17"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2019,6,18]]},"reference":[{"key":"e_1_3_2_1_1_1","unstructured":"E. Guizzo. IBM's Watson Jeopardy computer shuts down humans in final game. https:\/\/spectrum.ieee.org\/automaton\/robotics\/artificial-intelligence\/ibm-watson-jeopardy-computer-shuts-down-humans."},{"key":"e_1_3_2_1_2_1","volume-title":"Marketing Resultant GmbH","author":"Gentsch P.","unstructured":"P. Gentsch. 2018. (Chat)bots meet AI \u2013 wie Conversational Customer Service die Kommunikation und Interaktion ver\u00e4ndert. Marketing Resultant GmbH, Mainz, Germany."},{"key":"e_1_3_2_1_3_1","unstructured":"Ministry of Economic Affairs and Employment of Finland. Artificial Intelligence Programme. https:\/\/tem.fi\/en\/artificial-intelligence-programme."},{"key":"e_1_3_2_1_4_1","volume-title":"Ein neuer Aufbruch f\u00fcr Europa, eine neue Dynamik f\u00fcr Deutschland, ein neuer Zusammenhalt f\u00fcr unser Land","unstructured":"Federal Republic of Germany. 2018. Ein neuer Aufbruch f\u00fcr Europa, eine neue Dynamik f\u00fcr Deutschland, ein neuer Zusammenhalt f\u00fcr unser Land. Berlin, Germany."},{"key":"e_1_3_2_1_5_1","unstructured":"Gesch\u00e4ftsstelle IT-Planungsrat im Bundesministerium des Innern f\u00fcr Bau und Heimat. Digitalisierungsprogramm des IT-Planungsrats: Blaupausen f\u00fcr die Verwaltungsdigitalisierung. https:\/\/www.it-planungsrat.de\/DE\/Projekte\/Koordinierungsprojekte\/Digitalisierungsprogramm\/DigPro_node.html."},{"key":"e_1_3_2_1_6_1","unstructured":"EUR-Lex. Regulation (EU) 2016\/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95\/46\/EC (General Data Protection Regulation). https:\/\/eur-lex.europa.eu\/legal-content\/EN\/TXT\/?uri=uriserv:OJ.L_.2016.119.01.0001.01.ENG."},{"key":"e_1_3_2_1_7_1","unstructured":"Bundesministerium der Finanzen. Fragen und Antworten zur Modernisierung des Besteuerungsverfahrens. https:\/\/www.bundesfinanzministerium.de\/Content\/DE\/FAQ\/2015-12-09-Mod-Besteuerungsverfahren.html."},{"key":"e_1_3_2_1_8_1","doi-asserted-by":"publisher","DOI":"10.1109\/HICSS.2012.278"},{"issue":"1","key":"e_1_3_2_1_9_1","first-page":"63","article-title":". Factors for Successful e-Government Adoption: A Conceptual Framework","volume":"5","author":"Kumar V.","year":"2007","unstructured":"V. Kumar, 2007. Factors for Successful e-Government Adoption: A Conceptual Framework. The Electronic Journal of e-Government 5(1), 63-76.","journal-title":"The Electronic Journal of e-Government"},{"key":"e_1_3_2_1_10_1","volume-title":"A Proposal for the Dartmouth Summer Research Project on Artificial Intelligence","author":"McCarthy J.","unstructured":"J. McCarthy, 1955. A Proposal for the Dartmouth Summer Research Project on Artificial Intelligence. Dartmouth College, Hanover, NH."},{"key":"e_1_3_2_1_11_1","volume-title":"Artificial Intelligence. A Modern Approach. Pearson","author":"Peter Norvig S. R.","unstructured":"S. R. Peter Norvig. 2010. Artificial Intelligence. A Modern Approach. Pearson, Upper Saddle River, NJ."},{"key":"e_1_3_2_1_12_1","first-page":"1","volume-title":"Proceedings of the 17th national computer security conference. National Institute of Standards and Technology","author":"Frank J.","unstructured":"J. Frank. Artificial intelligence and intrusion detection: Current and future directions. In Proceedings of the 17th national computer security conference. National Institute of Standards and Technology, Gathersburg, MD, 1-12."},{"key":"e_1_3_2_1_13_1","doi-asserted-by":"publisher","DOI":"10.5555\/4694"},{"key":"e_1_3_2_1_14_1","volume-title":"An Introduction to Artificial Intelligence: Can Computers Think? Boyd & Fraser","author":"Bellman R.","unstructured":"R. Bellman. 1978. An Introduction to Artificial Intelligence: Can Computers Think? Boyd & Fraser, San Francisco, CA."},{"key":"e_1_3_2_1_15_1","volume-title":"An investigation of the laws of thought: on which are founded the mathematical theories of logic and probabilities","author":"Boole G.","unstructured":"G. Boole. 1854. An investigation of the laws of thought: on which are founded the mathematical theories of logic and probabilities. Dover Publications, New York, NY."},{"key":"e_1_3_2_1_16_1","volume-title":"What is Artificial Intelligence? In: Artificial Intelligence: Its Scope and Limits","author":"Fetzer J. H.","unstructured":"J. H. Fetzer. 1990. What is Artificial Intelligence? In: Artificial Intelligence: Its Scope and Limits. Springer Netherlands, Dordrecht, The Netherlands, 3-27."},{"key":"e_1_3_2_1_17_1","doi-asserted-by":"publisher","DOI":"10.5555\/129914"},{"key":"e_1_3_2_1_18_1","doi-asserted-by":"publisher","DOI":"10.5555\/30426"},{"key":"e_1_3_2_1_19_1","doi-asserted-by":"publisher","DOI":"10.5555\/85231"},{"key":"e_1_3_2_1_20_1","doi-asserted-by":"publisher","unstructured":"E. Rich and K. Knight. 1991. Artificial Intelligence. McGraw-Hill New York NY.","DOI":"10.5555\/574820"},{"key":"e_1_3_2_1_21_1","volume-title":"Menschliche und k\u00fcnstliche Intelligenz: Der kleine Unterschied. Klett-Cotta","author":"Sesink W.","unstructured":"W. Sesink. 1993. Menschliche und k\u00fcnstliche Intelligenz: Der kleine Unterschied. Klett-Cotta, Stuttgart, Germany."},{"key":"e_1_3_2_1_22_1","doi-asserted-by":"publisher","DOI":"10.5555\/1096479"},{"key":"e_1_3_2_1_23_1","doi-asserted-by":"publisher","DOI":"10.1112\/plms\/s2-42.1.230"},{"key":"e_1_3_2_1_24_1","doi-asserted-by":"publisher","DOI":"10.1093\/mind\/XCIX.393.53"},{"key":"e_1_3_2_1_25_1","doi-asserted-by":"publisher","DOI":"10.5555\/275594"},{"key":"e_1_3_2_1_26_1","doi-asserted-by":"publisher","DOI":"10.5555\/280491"},{"key":"e_1_3_2_1_27_1","volume-title":"Deutsches Forschungszentrum f\u00fcr K\u00fcnstliche Intelligenz GmbH (DFKI)","author":"Leonhard H.","unstructured":"H. Leonhard, 2018. DFKI NEWS 02 2018. Deutsches Forschungszentrum f\u00fcr K\u00fcnstliche Intelligenz GmbH (DFKI), Saarbr\u00fccken, Germany."},{"key":"e_1_3_2_1_28_1","volume-title":"Delivering Artificial Intelligence in Government: Challenges and Opportunities","author":"Desouza K. A.","unstructured":"K. A. Desouza. 2018. Delivering Artificial Intelligence in Government: Challenges and Opportunities. Arizona State University, Washington, DC."},{"key":"e_1_3_2_1_29_1","doi-asserted-by":"publisher","DOI":"10.5555\/1667096"},{"key":"e_1_3_2_1_30_1","doi-asserted-by":"crossref","unstructured":"C. Djeffal. 2018. K\u00fcnstliche Intelligenz in der \u00f6ffentlichen Verwaltung. Berichte des NEGZ3) 1-32.","DOI":"10.1007\/978-3-658-23669-4_3-1"},{"key":"e_1_3_2_1_31_1","doi-asserted-by":"publisher","DOI":"10.5555\/1565455.1565458"},{"key":"e_1_3_2_1_32_1","first-page":"1","article-title":". Artificial Intelligence","volume":"2","author":"Althaus D.","year":"2015","unstructured":"D. Althaus, 2015. Artificial Intelligence. Opportunities and Risks. Policy Papers of the Effective Altruism Foundation, 2, 1-16.","journal-title":"Opportunities and Risks. Policy Papers of the Effective Altruism Foundation"},{"key":"e_1_3_2_1_33_1","volume-title":"Chancen und Risiken der systemischen Kontingenz K\u00fcnstlicher Intelligenz in einer postindustriellen Weltgesellschaft. Dr. rer. pol Dissertation","author":"Daum M.","unstructured":"M. Daum. 2008. Chancen und Risiken der systemischen Kontingenz K\u00fcnstlicher Intelligenz in einer postindustriellen Weltgesellschaft. Dr. rer. pol Dissertation, LMU M\u00fcnchen, Munich, Germany."},{"key":"e_1_3_2_1_34_1","unstructured":"M. Mitchell. Artificial Intelligence Hits the Barrier of Meaning. https:\/\/www.nytimes.com\/2018\/11\/05\/opinion\/artificial-intelligence-machine-learning.html."},{"key":"e_1_3_2_1_35_1","unstructured":"O. Schwartz. You thought fake news was bad? Deep fakes are where truth goes to die https:\/\/www.theguardian.com\/technology\/2018\/nov\/12\/deep-fakes-fake-news-truth."},{"key":"e_1_3_2_1_36_1","unstructured":"A. Smith and J. Anderson. AI Robotics and the Future of Jobs. http:\/\/www.pewinternet.org\/2014\/08\/06\/future-of-jobs\/."},{"key":"e_1_3_2_1_37_1","doi-asserted-by":"publisher","DOI":"10.1016\/1061-7361(93)90026-N"},{"key":"e_1_3_2_1_38_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.futures.2017.03.006"},{"key":"e_1_3_2_1_39_1","unstructured":"Federal Ministry for Economic Affairs and Energy. Main focus in 2018: artificial intelligence. https:\/\/www.de.digital\/DIGITAL\/Navigation\/EN\/Digital-Summit\/digital-summit.html."},{"key":"e_1_3_2_1_40_1","unstructured":"H.-J. Tenhagen. Steuererkl\u00e4rung 2017: Was neu ist - und wie Sie sich eine Erstattung vom Finanzamt sichern. http:\/\/www.spiegel.de\/wirtschaft\/service\/steuererklaerung-2017-was-ist-neu-was-wird-erstattet-a-1195079.html."},{"key":"e_1_3_2_1_41_1","unstructured":"Federal Office for Migration and Refugees. Digitale Unterst\u00fctzer im Asylverfahren: Wie Sprachbiometrie Asylentscheidungen auf eine noch breitere Grundlage stellt. http:\/\/www.bamf.de\/DE\/Service\/Top\/Presse\/Interviews\/20181008-interview-cyber-security-report\/interview-cyber-security-report-node.html."},{"key":"e_1_3_2_1_42_1","unstructured":"A. Geschonneck. \"Precobs\": Super-Software gegen Einbrecher. https:\/\/home.kpmg.com\/de\/de\/home\/themen\/2017\/03\/precobs-mit-neuer-super-software-gegen-einbrecher.html."},{"key":"e_1_3_2_1_43_1","unstructured":"H. Heine. Video\u00fcberwachung am Berliner S\u00fcdkreuz: Technik erkennt \"abweichendes Verhalten\". https:\/\/www.tagesspiegel.de\/berlin\/videoueberwachung-am-berliner-suedkreuz-technik-erkennt-abweichendes-verhalten\/22856332.html."},{"key":"e_1_3_2_1_44_1","unstructured":"F. Plantera. \"Artificial Intelligence is the next step for e-governance in Estonia\" State adviser reveals. https:\/\/e-estonia.com\/artificial-intelligence-is-the-next-step-for-e-governance-state-adviser-reveals\/."},{"key":"e_1_3_2_1_45_1","volume-title":"One Person","author":"Goel S.","unstructured":"S. Goel, 2017. One Person, One Vote: Estimating the Prevalence of Double Voting in US Presidential Elections. Stanford University, Palo Alto, CA."},{"key":"e_1_3_2_1_46_1","volume-title":"Trendreport Effizienter Staat. Beh\u00f6rden Spiegel","author":"H\u00f6lterhoff M.","unstructured":"M. H\u00f6lterhoff, 2016. Trendreport Effizienter Staat. Beh\u00f6rden Spiegel, Prognos AG, Berlin, Germany."},{"key":"e_1_3_2_1_47_1","volume-title":"Artificial intelligence for citizen services and government. Harvard Kennedy School - Ash Center for Democratic Governance and Innovation","author":"Mehr H.","unstructured":"H. Mehr. 2017. Artificial intelligence for citizen services and government. Harvard Kennedy School - Ash Center for Democratic Governance and Innovation, Cambridge, MA."},{"key":"e_1_3_2_1_48_1","unstructured":"Stadt Ludwigsburg. Serviceroboter \u201eL2B2\u201c begr\u00fc\u00dft zuk\u00fcnftig im B\u00fcrgerb\u00fcro der Stadt Ludwigsburg. https:\/\/www.ludwigsburg.de\/ Lde\/start\/stadt_buerger\/serviceroboter+_l2b2_+begruesst+zukuenftig+im+buergerbuero+der+stadt+ludwigsburg.html."},{"key":"e_1_3_2_1_49_1","unstructured":"BerlinOnline Stadtportal GmbH. Virtueller B\u00fcrger-Service-Assistent. https:\/\/service.berlin.de\/virtueller-assistent\/virtueller-assistent-606279.php."},{"key":"e_1_3_2_1_50_1","unstructured":"Federal Ministry for Family Affairs Senior Citizens Women and Youth. ElterngeldDigital. https:\/\/www.elterngeld-digital.de\/ams\/Elterngeld\/wizardng\/FFE7CD;jsessionid=1uapGcSAW002idyOgQY18CHSz0-6hN38gNJ0ISHy.anton-FS-01?dswid=2252&dsrid=167&v=1545307681298&st=1."},{"key":"e_1_3_2_1_51_1","unstructured":"Landkreis L\u00fcneburg. Govii L\u00fcneburg. https:\/\/www.landkreis-lueneburg.de\/Home-Landkreis-Lueneburg\/Unser-Service-fuer-Sie\/govii-lueneburg.aspx."},{"key":"e_1_3_2_1_52_1","unstructured":"Stadt Bonn. GovBot Bonn. https:\/\/govbot.bonn.de."},{"key":"e_1_3_2_1_53_1","unstructured":"Stadtverwaltung Krefeld. Online-Services der Stadt Krefeld. https:\/\/www.krefeld.de\/de\/allgemein\/online-service-der-stadt-krefeld\/."},{"key":"e_1_3_2_1_54_1","unstructured":"Ministerium f\u00fcr Landesentwicklung und Verkehr des Landes Sachsen-Anhalt. Radverkehr. https:\/\/verkehr.sachsen-anhalt.de\/strassenverkehr\/radverkehr\/#c151288."},{"key":"e_1_3_2_1_55_1","unstructured":"Landeshauptstadt Kiel. Verwaltungsleistungen A-Z. https:\/\/www.kiel.de\/de\/politik_verwaltung\/service\/."},{"key":"e_1_3_2_1_56_1","unstructured":"Studentenwerk Niederbayern\/Oberpfalz. BAf\u00f6G Online. https:\/\/www.bafoeg-bayern.de\/BAfoeGOnline\/bafoeg\/Formblatt1View.aspx."},{"key":"e_1_3_2_1_57_1","unstructured":"Federal Police of Germany. EasyPASS - What is EasyPASS? https:\/\/www.easypass.de\/EasyPass\/EN\/What_is_EasyPASS\/home_node.html."},{"key":"e_1_3_2_1_58_1","unstructured":"Bundeswehr Karriere. Jobbot. https:\/\/www.messenger.com\/t\/bundeswehr.karriere."},{"key":"e_1_3_2_1_59_1","unstructured":"Federal Employment Agency. KgOnline. https:\/\/con.arbeitsagentur.de\/prod\/opal\/kgo-antraggeburt-ui\/."},{"key":"e_1_3_2_1_60_1","unstructured":"Federal Ministry for Family Affairs Senior Citizens Women and Youth. Elterngeldrechner. https:\/\/familienportal.de\/familienportal\/rechner-antraege\/elterngeldrechner."},{"key":"e_1_3_2_1_61_1","unstructured":"Deutscher Bundestag. Adler. https:\/\/adler.bundestag.de\/nmIQ\/frage.jsp."},{"key":"e_1_3_2_1_62_1","unstructured":"Bayerisches Landesamt f\u00fcr Steuern - Dienststelle M\u00fcnchen. ELIAS - ElsterInformationsAssistent. https:\/\/elias.elster.de\/nmIQServer\/index.html."},{"key":"e_1_3_2_1_63_1","unstructured":"H. Krcmar 2018. eGovernment MONITOR 2018: Nutzung und Akzeptanz digitaler Verwaltungsangebote - Deutschland \u00d6sterreich und Schweiz im Vergleich. Initiative D21 fortiss gGmbH."},{"key":"e_1_3_2_1_64_1","unstructured":"R. A. Singleton and B. C. Straits. 2010. Approaches to Social Research. Oxford University Press New York NY."},{"key":"e_1_3_2_1_65_1","volume-title":"Measures of Personality and Social Psychological Attitudes","author":"Paulhus D. L.","unstructured":"D. L. Paulhus. 1991. Measurement and control of response bias. In: Measures of Personality and Social Psychological Attitudes. Academic Press, San Diego, CA, 17-59."},{"key":"e_1_3_2_1_66_1","unstructured":"C. Akkaya R. Zepic and H. Krcmar. 2018. Mehr E-Government mehr Nutzung? Warum die Inanspruchnahme digitaler Verwaltungsangebote in Deutschland gering bleibt. AWV-Informationen 1"},{"key":"e_1_3_2_1_67_1","unstructured":"H. Krcmar 2017. eGovernment MONITOR 2017: Nutzung und Akzeptanz digitaler Verwaltungsangebote - Deutschland \u00d6sterreich und Schweiz im Vergleich. Initiative D21 fortiss GmbH."},{"key":"e_1_3_2_1_68_1","first-page":"1525","volume-title":"Proceedings of the Wirtschaftsinformatik","author":"Akkaya C.","year":"2013","unstructured":"C. Akkaya, P. Wolf and H. Krcmar. A comprehensive analysis of e-Government adoption in the German household. In Proceedings of the Wirtschaftsinformatik 2013. University Leipzig, Leipzig, Germany, 1525-1539."},{"key":"e_1_3_2_1_69_1","volume-title":"A Comprehensive Analysis on Citizen Adoption of E-Government Services: A Cross-Cultural Analysis. Dr. rer. nat. Dissertation","author":"Akkaya C.","unstructured":"C. Akkaya. 2016. A Comprehensive Analysis on Citizen Adoption of E-Government Services: A Cross-Cultural Analysis. Dr. rer. nat. Dissertation, Technical University of Munich, Munich, Germany."}],"event":{"name":"dg.o 2019: 20th Annual International Conference on Digital Government Research","location":"Dubai United Arab Emirates","acronym":"dg.o 2019"},"container-title":["Proceedings of the 20th Annual International Conference on Digital Government Research"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3325112.3325241","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3325112.3325241","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,17]],"date-time":"2025-06-17T23:54:16Z","timestamp":1750204456000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3325112.3325241"}},"subtitle":["The Case of Germany"],"short-title":[],"issued":{"date-parts":[[2019,6,18]]},"references-count":69,"alternative-id":["10.1145\/3325112.3325241","10.1145\/3325112"],"URL":"https:\/\/doi.org\/10.1145\/3325112.3325241","relation":{},"subject":[],"published":{"date-parts":[[2019,6,18]]},"assertion":[{"value":"2019-06-18","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}