Support for sustainable transition in AI-assisted situational service administration model : service design in Finland’s national artificial intelligence programme
Penman, Hanna (2023)
Penman, Hanna
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023082724998
https://urn.fi/URN:NBN:fi:amk-2023082724998
Tiivistelmä
This thesis is an empirical case study on service design’s applicability to supporting sustainable transition in the public service administration process. An initial service administration model has been created in Finland’s national artificial intelligence programme, AuroraAI, and it utilises artificial intelligence to improve public sector organisations’ situational awareness when planning for services that support holistic human wellbeing in a dynamically changing environment. This thesis investigates how support for sustainable transition can be integrated into the model.
The practical application of service design includes exploring the principles of designing sustainable solutions through a literature review, evaluating their current state in public sector service administration through polling, and co-creating tools to support the selected principles through workshopping and semistructured interviews. The service design process is structured according to the Systemic Design framework, and utilises the Foresight Diamond and Knowing, Acting, Caring framework. Empirical research is supported by theory that identifies connections of service design tools and methodology to three relevant themes affecting public service administration in the near future: supporting sustainable transition, supporting human wellbeing in a holistic manner and artificial intelligence converging into societies.
As an outcome, the thesis integrates four practical tools for supporting sustainable transition into the AI-assisted situational service administration model. It also acts as a catalyst for including considerations related to sustainable transition to the AuroraAI programme and provides concrete evidence of service design’s applicability to solving challenges that are complex and dynamic by nature.
The practical application of service design includes exploring the principles of designing sustainable solutions through a literature review, evaluating their current state in public sector service administration through polling, and co-creating tools to support the selected principles through workshopping and semistructured interviews. The service design process is structured according to the Systemic Design framework, and utilises the Foresight Diamond and Knowing, Acting, Caring framework. Empirical research is supported by theory that identifies connections of service design tools and methodology to three relevant themes affecting public service administration in the near future: supporting sustainable transition, supporting human wellbeing in a holistic manner and artificial intelligence converging into societies.
As an outcome, the thesis integrates four practical tools for supporting sustainable transition into the AI-assisted situational service administration model. It also acts as a catalyst for including considerations related to sustainable transition to the AuroraAI programme and provides concrete evidence of service design’s applicability to solving challenges that are complex and dynamic by nature.
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