Introduction: In a context where public administrations are increasingly required to rethink their organizational and relational models in light of digital transformation, artificial intelligence (AI) emerges as a promising lever for innovation in local public services. In particular, the intersection between AI and institutional communication opens up new scenarios for the interaction between administrations and citizens, raising critical questions about efficiency, accessibility, and trust. Objective: This study explores the organizational challenges and communication practices associated with the introduction of AI in Italian local governments, with a specific focus on the deployment of chatbots and the use of AI tools by public employees. Methodology: The research adopts a qualitative methodology, based on 26 in-depth interviews with managers, officials, and heads of ICT and communication departments in public entities across three Italian regions (Lombardy, Emilia-Romagna, and Lazio), selected based on their level of digital maturity (Regional DESI Index, Politecnico di Milano, 2022). Results: The findings reveal a heterogeneous and still experimental landscape: while there are promising opportunities in terms of automation and service improvement, structural weaknesses persist, particularly concerning organizational fragmentation, data governance, and the shortage of internal competencies. The use of chatbots in communication processes is widely viewed as potentially beneficial, yet its effectiveness is heavily dependent on the quality of informational infrastructures and the ability of AI to support trust-based relationships. Conclusion: The study offers a reflection on the conditions necessary for the effective integration of AI into the broader eGovernment framework.
Towards a conversational public administration? Public services, chatbots, and new organisational challenges for local administrations
Banfi, Giulia
Primo
;Pedroni, Marco Luca
2026
Abstract
Introduction: In a context where public administrations are increasingly required to rethink their organizational and relational models in light of digital transformation, artificial intelligence (AI) emerges as a promising lever for innovation in local public services. In particular, the intersection between AI and institutional communication opens up new scenarios for the interaction between administrations and citizens, raising critical questions about efficiency, accessibility, and trust. Objective: This study explores the organizational challenges and communication practices associated with the introduction of AI in Italian local governments, with a specific focus on the deployment of chatbots and the use of AI tools by public employees. Methodology: The research adopts a qualitative methodology, based on 26 in-depth interviews with managers, officials, and heads of ICT and communication departments in public entities across three Italian regions (Lombardy, Emilia-Romagna, and Lazio), selected based on their level of digital maturity (Regional DESI Index, Politecnico di Milano, 2022). Results: The findings reveal a heterogeneous and still experimental landscape: while there are promising opportunities in terms of automation and service improvement, structural weaknesses persist, particularly concerning organizational fragmentation, data governance, and the shortage of internal competencies. The use of chatbots in communication processes is widely viewed as potentially beneficial, yet its effectiveness is heavily dependent on the quality of informational infrastructures and the ability of AI to support trust-based relationships. Conclusion: The study offers a reflection on the conditions necessary for the effective integration of AI into the broader eGovernment framework.I documenti in SFERA sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
