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June 19, 2026Digital Government Research and Practice

Bringing Back the Front Desk: A Bounded Case for AI-First Public Services

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Authors

MMMilad Malekzadeh

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Overview

Conceptual proposition explores AI's role in improving access to public services, highlighting benefits and risks.

Key Points

  • This article examines the potential role of artificial intelligence in making public services more accessible to citizens.
  • Advances a bounded conceptual proposition for AI as a primary digital front door.
  • Examines high-volume, rules-rich service interactions suitable for AI enhancement.
  • Suggests staged pilots and domain-specific evaluations for implementation.
  • AI may help residents navigate complex administrative requirements more effectively.
  • Identifies potential risks and burdens introduced by AI integration.
  • Calls for safeguards and human oversight alongside AI-driven support.

Cite This Study

Milad Malekzadeh (2026) studied this question.

synapsesocial.com/papers/6a34df2365a5b0777af2e429https://doi.org/10.1145/3821442
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