{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,2]],"date-time":"2026-07-02T08:39:26Z","timestamp":1782981566913,"version":"3.54.5"},"reference-count":9,"publisher":"Association for Computing Machinery (ACM)","issue":"2","content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":["Digit. Gov.: Res. Pract."],"published-print":{"date-parts":[[2025,6,30]]},"abstract":"<jats:p>Governments are facing the benefits and perils of recent developments in artificial intelligence. One key objective is using AI to enhance the efficiency and effectiveness of their public service provision. While academic research has examined these advances, there is a lack of empirical evidence regarding user experiences. This paper explores the initial results of using a chatbot based on a Large Language Model (LLM) to address user queries about the Management and Performance Program (PGD). Survey analysis demonstrated that ChatPGD is likely to reduce program-related response time and increase effectiveness. However, the initial tests indicated a need to refine response algorithms to detect and mitigate potential biases and to strengthen the system infrastructure to support new enhancements. This paper examines the chatbot's application in harnessing government databases, highlighting the potential benefits, challenges, and perspectives of embedding AI and LLMs in public service delivery. The insights can support the development of other public service LLMs.<\/jats:p>","DOI":"10.1145\/3700141","type":"journal-article","created":{"date-parts":[[2024,10,14]],"date-time":"2024-10-14T13:20:34Z","timestamp":1728912034000},"page":"1-11","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":2,"title":["Management and Performance Program Chatbot: A Use Case of Large Language Model in the Federal Public Sector in Brazil"],"prefix":"10.1145","volume":"6","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-3336-3484","authenticated-orcid":false,"given":"Fernando","family":"Kleiman","sequence":"first","affiliation":[{"name":"Engineering Systems and Services, TUD","place":["Delft, Netherlands"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0009-0000-7011-9339","authenticated-orcid":false,"given":"Marcelo Mendes","family":"Barbosa","sequence":"additional","affiliation":[{"name":"Carleton University","place":["Ottawa, Canada"]}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2025,6,16]]},"reference":[{"key":"e_1_3_4_2_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-16181-1_23"},{"key":"e_1_3_4_3_2","author":"Luna-Reyes L. F.","year":"2023","unstructured":"L. F. Luna-Reyes and T. M. Harrison. 2023. An enterprise view for artificial intelligence capability and governance: A system dynamics approach. Digital Government: Research and Practice, (2023).","journal-title":"An enterprise view for artificial intelligence capability and governance: A system dynamics approach"},{"key":"e_1_3_4_4_2","article-title":"The adoption of artificial intelligence in bureaucratic decision-making: A Weberian perspective","author":"Cetina Presuel R.","year":"2023","unstructured":"R. Cetina Presuel and J. M. Martinez Sierra. 2023. The adoption of artificial intelligence in bureaucratic decision-making: A Weberian perspective. Digital Government: Research and Practice, (2023).","journal-title":"Digital Government: Research and Practice"},{"key":"e_1_3_4_5_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.procs.2023.08.117"},{"key":"e_1_3_4_6_2","article-title":"Factors influencing initial public acceptance of integrating the ChatGPT-type model with government services","author":"Yang L.","year":"2023","unstructured":"L. Yang and J. Wang. 2023. Factors influencing initial public acceptance of integrating the ChatGPT-type model with government services. Kybernetes, (2023).","journal-title":"Kybernetes"},{"key":"e_1_3_4_7_2","first-page":"679","article-title":"Diagnosing and addressing emergent harms in the design process of public AI and algorithmic systems","year":"2023","unstructured":"S. Nouws, I. M. R. de Troya, R. Dobbe, and M. Janssen. 2023. Diagnosing and addressing emergent harms in the design process of public AI and algorithmic systems. In Proceedings of the 24th Annual International Conference on Digital Government Research. (2023), 679\u2013681.","journal-title":"Proceedings of the 24th Annual International Conference on Digital Government Research"},{"key":"e_1_3_4_8_2","first-page":"74","article-title":"The ethics of ChatGPT \u2013 Exploring the ethical issues of an emerging technology","author":"Stahl B. C.","year":"2024","unstructured":"B. C. Stahl and D. Eke. 2024. The ethics of ChatGPT \u2013 Exploring the ethical issues of an emerging technology. International Journal of Information Management, (2024), 74.","journal-title":"International Journal of Information Management"},{"key":"e_1_3_4_9_2","first-page":"71","article-title":"Opinion paper: \u201cSo what if ChatGPT wrote it?\u201d Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy","year":"2023","unstructured":"T. M. O. Logo, Y. Dwivedi, N. Kshetri, L. Hughes, E. L. Slade, A. Jeyaraj, A. K. Kar, A. M. Baabdullah, A. Koohang, V. Raghavan, M. Ahuja, H. Albanna, M. A. Albashrawi, A. S. Al-Busaidi, J. Balakrishnan, Y. Barlette, S. Basu, I. Bose, L. Brooks, D. Buhalis, L. Carter, S. Chowdhury, T. Crick, S. W. Cunningham, G. H. Davies, R. M. Davison, R. D\u00e9, D. Dennehy, Y. Duan, R. Dubey, R. Dwivedi, J. S. Edwards, C. Flavi\u00e1n, R. Gauld, V. Grover, M. Hu, M. Janssen, P. Jones, I. Junglas, S. Khorana, S. Kraus, K. R. Larsen, P. Latreille, S. Laumer, F. T. Malik, A. Mardani, M. Mariani, S. Mithas, E. Mogaji, J. H. Nord, S. O'Connor, F. Okumus, M. Pagani, N. Pandey, S. Papagiannidis, I. O. Pappas, N. Pathak, J. Pries-Heje, R. Raman, N. P. Rana, S. Rehm, S. Ribeiro-Navarrete, A. Richter, F. Rowe, S. Sarker, B. C. Stahl, M. K. Tiwari, W. van der Aalst, V. Venkatesh, G. Viglia, M. Wade, P. Walton, J. Wirtz, and R. Wright. 2023. Opinion paper: \u201cSo what if ChatGPT wrote it?\u201d Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy. International Journal of Information Management, (2023), 71.","journal-title":"International Journal of Information Management"},{"key":"e_1_3_4_10_2","doi-asserted-by":"publisher","DOI":"10.1145\/3325112.3325242"}],"container-title":["Digital Government: Research and Practice"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3700141","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,16]],"date-time":"2025-06-16T12:24:02Z","timestamp":1750076642000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3700141"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,6,16]]},"references-count":9,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2025,6,30]]}},"alternative-id":["10.1145\/3700141"],"URL":"https:\/\/doi.org\/10.1145\/3700141","relation":{},"ISSN":["2691-199X","2639-0175"],"issn-type":[{"value":"2691-199X","type":"print"},{"value":"2639-0175","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,6,16]]},"assertion":[{"value":"2024-01-30","order":0,"name":"received","label":"Received","group":{"name":"publication_history","label":"Publication History"}},{"value":"2024-09-18","order":2,"name":"accepted","label":"Accepted","group":{"name":"publication_history","label":"Publication History"}},{"value":"2025-06-16","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}