Assessing The Efficacy of Artificial Intelligence Chatbots for Delivering Public Information: A Case Study of the “Being A Public Servant in Namibia - The Pocket Guide 2.0 Pocket Bot”

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dc.contributor.authorNassauw, C.C.
dc.date.accessioned2026-01-27T11:08:32Z
dc.date.available2026-01-27T11:08:32Z
dc.date.issued2025-01-31
dc.description.abstractThe research evaluated the Namibian government's "Being a Public Servant in Namibia – The Pocket Guide 2.0 Pocket Bot" artificial intelligence chatbot which serves as a digital self-service tool for civil servants. The research aimed to determine whether the chatbot fulfils its intended purpose to deliver precise and easily accessible public information to its users. The research employed an exploratory qualitative case study methodology. Twenty civil servants including administrative staff, technical experts, and management personnel participated in semi-structured interviews to gather data. The interview data analysis through thematic methods showed that the users appreciated the chatbot because it provided quick access at all times. The users also highlighted three main concerns with the chatbot system which included its user interface design ,its natural language processing capabilities, and the accuracy of its policy-aligned information. Recommendations were drawn from the research findings for the purpose of improving the chatbot interface, expanding its subject matter coverage, enhancing its response speed, and accuracy to fulfil civil servants’ needs. The recommendations provide guidance to policymakers and government agencies for enhancing chatbot services, enabling them to deliver public information more efficiently while improving user satisfaction.
dc.identifier.citationNassauw,, C. C. (2025). Assessing The Efficacy of Artificial Intelligence Chatbots for Delivering Public Information: A Case Study of the “Being A Public Servant in Namibia - The Pocket Guide 2.0 Pocket Bot” [Master’s thesis, Namibia University of Science and Technology].
dc.identifier.urihttp://hdl.handle.net/10628/1109
dc.language.isoen
dc.publisherNamibia University of Science and Technology
dc.subjectArtificial intellect (AI)
dc.subjectChatbot
dc.subjectPublic Information
dc.subjectHuman-AI Interactions (AI)
dc.subjectNatural Language Processing (NLP)
dc.subjectDigital Self Service
dc.subjectEfficacy
dc.titleAssessing The Efficacy of Artificial Intelligence Chatbots for Delivering Public Information: A Case Study of the “Being A Public Servant in Namibia - The Pocket Guide 2.0 Pocket Bot”
dc.typeThesis

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