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EVALUATING THE EFFICIENCY OF ITSM AND AI INTEGRATION IN E-GOVERNMENT SERVICE QUALITY
Arun Karthik K Dr. Shikha Bansal
Abstract:
This study evaluates IT Service Management (ITSM) within e-Government services using the e-GovQual framework. As IT becomes increasingly integral to strategic planning and service delivery, aligning IT services with business needs and public expectations is crucial. A quantitative survey approach identifies key factors influencing e-GovQual, such as information quality, service interaction quality, and usability. Conducted in Chennai, India, the research underscores the critical role of IT in enhancing government service delivery, focusing on efficient and citizen-centric e-Government services. It highlights benefits of AI integration, including improved efficiency, accuracy, and service interaction, while addressing challenges like data privacy, ethics, and job displacement. The findings show that AI tools like chatbots and predictive analytics are well-received, enhancing efficiency and collaboration within e-Government teams. This research proposes a refined framework for evaluating e-Government service quality, offering valuable insights for policymakers and IT managers aiming to optimize e-Government services in similar contexts.