Let’s set the scene.
“The City of Ann Arbor is committed to enhancing public access to information. Ann Arbor City Hall customer service currently receives a high volume of phone calls and emails that pertain to information that could be found on the city’s website. Therefore, the project aims to prioritize the efficient access of information to the public, particularly during high demand events. The project will give city hall employees the time to engage in other meaningful work which will be more intrinsically gratifying and beneficial to the entire city of Ann Arbor.”
What will we do?
What will we do?
The City of Ann Arbor is currently unaware of residents’ feelings about the clarity and availability of information on the city website, therefore it is important to collect data about their experiences. The data will provide a clear understanding of the experience around the use of the GenAI interface to answer questions people have about the City of Ann Arbor.
And from that discovery was born our…RESEARCH QUESTIONS!
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What are attitudes toward local governments using GenAI to answer questions?
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What are the current experiences of getting questions answered by the city?
What obstacles/ motivations/goals do they have?
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When people use GenAI to answer questions about local government, does it meet expectations?
How are expectations and success measured?