A3 Refereed book chapter or chapter in a compilation book
Personalised public services powered by AI : the citizen digital twin approach
Authors: Kopponen Aleksi, Hahto Antti, Villman Tero, Kettunen Petri, Mikkonen Tommi, Rossi Matti
Editors: Charalabidis Yannis, Medaglia Rony, van Noordt Colin
Publisher: Edward Elgar Publishing
Publishing place: Cheltenham
Publication year: 2024
Book title : Research Handbook on Public Management and Artificial Intelligence
Series title: Elgar Handbooks in Public Administration and Management
First page : 170
Last page: 186
Number of pages: 302
ISBN: 978-1-80220-733-0
eISBN: 978-1-80220-734-7
DOI: https://doi.org/10.4337/9781802207347.00020
Web address : https://www.elgaronline.com/edcollchap/book/9781802207347/book-part-9781802207347-20.xml
Supporting citizens in achieving their goals while avoiding unwanted choices and improving their quality of life requires informed decision-making and access to relevant services. To facilitate this, public and private services should adapt to people’s changing life situations. In this chapter, we explore the use of citizen digital twin (CDT) models, which collect data about a person’s overall situation, to provide a scaffolding for citizens in their life events. By using AI-augmented service orchestration, tailored service combinations can be created to meet individuals’ specific needs. The Finnish government’s AuroraAI network is presented as an example of such a system, designed to enhance people’s well-being by providing personalised services for different life events. The network can be integrated into thousands of existing services, offering citizens a more tailored and effective approach to achieving their goals and improving their lives.