Co-creation for better service delivery? The tenets of co-creation in the context of AI

Delivery of public services is a challenging task for governments worldwide due to the pressing technological innovations and permanent demands of citizens and other stakeholders for more quality and efficiency, as well as the inherent reduction of administrative burden. To understand the people’s needs and expectations and contribute towards better public administration, governments need knowledgeable and targeted actions, evidence-based policies, and up-to-date situation analysis of the contexts in which they act and the stakeholders they serve.

Moreover, the current trends for citizen involvement and engagement in the public policy cycle, aligned with best experiences in co-creation for better service delivery, put service delivery as a cornerstone of good digital governance guided by principles such as inclusiveness, diversity, and equity towards gender-, religious-, and origin-sensitive policies.

This roundtable aims to focus on the value of co-creation for the delivery of public services by governments worldwide, considering the challenges and limitations of Artificial Intelligence (AI). As such, the proposal is to have short highlights delivered by speakers in an interactive session.

Objectives for Participants:

• What are the main challenges of public service delivery nowadays? What type of difficulties do governments face?
• Is co-creation an interesting strategy for better public service delivery? In what ways is it or is it not?
• How is co-creation being assessed in international benchmarking exercises? Is this assessment able to flag interesting cases/best practices/examples of failure?
• Is AI-enabled co-creation being considered worldwide? How is it characterised, and what does it mean for evidence-based policymaking?
• Which challenges and limitations can be highlighted regarding the use of AI for co-creation with the aim of improving public service delivery?