The citizen twin : designing the future of public service using artificial intelligence

Abstract

Citizens are overwhelmed with the tsunami of data which engulfs them daily (Bawden and Robinson, 2009; Dingli and Seychell, 2015; Hemp, 2009). The promises of the information society fizzled out (Halal, 2008), and many organisations struggle to go through with their digital transformation (Barmuta et al., 2020; Gregersen, 2018; Khitskov et al., 2017). The information overload problem people face daily is sowing further confusion while making cooperation between individuals more difficult. In fact, in many cases, rather than lead to constructive dialogue, it is merely polarising opposing views and fuelling further friction (O’Callaghan, 2020; Seargeant and Tagg, 2019; Williams et al., 2015). People today rely on algorithms to view the world, but many find it challenging to build a coherent picture of reality and digest all this information.