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Citizen‐Centered Public Service Design in Agile Digital Transformation: Insights From Public Mobility Services

·622 字·2 分钟
Polihot 公共行政 Agile Governance Digital Transformation Human-Centered Design Public Service Design Co-Design
PA — 2026-04-05 Original Citizen‐Centered Public Service Design in Agile Digital Transformation: Insights From Public Mobility Services Hemin Choi, Maria Cucciniello Abstract ABSTRACT The aim of this study is to highlight the critical role of human‐centered design approach as a foundational element in the agile digital transformation of public service design. Grounded in service‐design principles and public‐service logic, it analyses how agencies adopt agile practices and involve stakeholders in co‐design of disrupted municipal public mobility services during Covid 19. Combining a citizen survey, co‐design workshops with officials and user representatives in an Italian city, we find that iterative, participatory cycles help close gaps between service demand and user satisfaction when organizations remain adaptable, stakeholders stay engaged, and technology is aligned with user needs. The findings provide actionable insights for policymakers and practitioners aiming to enhance the usability and effectiveness of public services while contributing to broader discussions on sustainable, citizen‐centric governance.

Do projects learn across space and time? Evidence from the Olympics

·519 字·2 分钟
Polihot 公共行政 Project Management Mega-Projects Olympics Cost Overruns Organizational Learning
PMR — pp. 1-42 2026-04-04 Original Do projects learn across space and time? Evidence from the Olympics Atif Ansar, Bent Flyvbjerg, Alexander Budzier Abstract Do projects learn across space and time? The Olympics, themselves among the largest publicly funded programmes in the world, offer a unique empirical setting. Theoretically, the Games seem ideal for generating ‘positive learning curves’, driving down costs from one iteration to the next. In practice, they do not. Drawing on the concept of ‘myopia of learning’, we argue that spatiotemporality (geographic distance, temporal gaps, and the temporary organizational form of each host committee) combines to block higher-level learning. Our analysis of cost overruns from 1960 to 2024 reveals no sustained improvement over 64 years. Tactical learning abounds, but none aggregates into strategic improvement. We propose four strategies for overcoming the spatiotemporal barrier (incremental, centralizing, decentralizing, and real options), arguing that radical reform is required.

Smiley bots, satisfied citizens? The impact of AI humanization on citizen experience in public services

·553 字·2 分钟
Polihot 公共行政 LLM相关 AI Humanization Public Services Citizen Experience AI Chatbots Survey Experiment
PMR — pp. 1-31 2026-04-02 Original Smiley bots, satisfied citizens? The impact of AI humanization on citizen experience in public services Jinjin Wu, Yifan Chen Abstract This study examines how AI humanization influences citizen experience in public service delivery by integrating the Stereotype Content Model (SCM) and Emotion as Social Information (EASI) theory. Focusing on AI chatbots as a research context, we explore how humanized responses shape perceived warmth and competence and whether effects differ between programmed and non-programmed services through a survey experiment with four vignette-based scenarios. Findings underscore the importance of context-sensitive and carefully calibrated AI design and functioning choices. By linking SCM’s content dimensions with EASI’s affective and inferential mechanisms, the study provides a social-psychological lens to understand citizen–government interactions in AI-driven public administration and provides practical guidance for designing AI-enabled services that remain citizen-friendly while safeguarding core public values.

When Do Legislators Represent Their Constituents? Evidence from Roll-Call and Referendum Votes

·406 字·1 分钟
Polihot 美国政治 政治行为 Representation Roll-Call Votes Referendums State Legislatures Constituent Opinion
JOP 88/2 pp. 854-866 2026-04-01 Original When Do Legislators Represent Their Constituents? Evidence from Roll-Call and Referendum Votes John G. Matsusaka Abstract This article develops a measure of representation that uses referendum returns to capture constituent opinion and applies it to 4,192 roll-call votes on 33 laws in 10 states. Roll-call votes were congruent with majority/median opinion in a district 66% of the time. Roll-call votes can be explained primarily by legislator ideology, with constituent opinion of secondary importance. The data do not show a reliable connection between congruence and competitive elections, term limits, media attention, and party pressure. The evidence generally supports the predictions of representation theories that emphasize selection of legislators that share constituent ideology and provides little support for theories that emphasize reelection incentives.