Cortés Cediel, María EliciaSegura-Tinoco, AndrésCantador, IvánRodríguez Bolívar, Manuel Pedro2024-04-242024-04-242023-11-04María E. Cortés-Cediel, Andrés Segura-Tinoco, Iván Cantador, Manuel Pedro Rodríguez Bolívar, Trends and challenges of e-government chatbots: Advances in exploring open government data and citizen participation content, Government Information Quarterly, Volume 40, Issue 4, 2023, 101877, ISSN 0740-624X, https://doi.org/10.1016/j.giq.2023.101877.0740-624X10.1016/j.giq.2023.101877https://hdl.handle.net/20.500.14352/1034462023 Acuerdos transformativos CRUEIn this paper, we propose a conceptual framework composed of a number of e-government, implementation and evaluation-oriented variables, with which we jointly analyze chatbots presented in the research literature and chatbots deployed as public services in Spain at national, regional and local levels. As a result of our holistic analysis, we identify and discuss current trends and challenges in the development and evaluation of chatbots in the public administration sector, such as focusing the use of the conversational agents on the search for government information, documents and services –leaving citizen consultation and collaboration aside–, and conducting preliminary evaluations of prototypes in limited studies, lacking experiments on deployed systems, with metrics beyond effectiveness and usability –e.g., metrics related to the generation of public values. Addressing some of the identified challenges, we build and evaluate two novel chatbots that present advances in the access to open government data and citizen participation content. Moreover, we come up with additional, potential research lines that may be considered in the future for a new generation of e-government chatbots.engAttribution-NonCommercial 4.0 Internationalhttp://creativecommons.org/licenses/by-nc/4.0/journal article1872-9517https://doi.org/10.1016/j.giq.2023.101877https://www.sciencedirect.com/science/article/pii/S0740624X23000771?via%3Dihubopen accessChatbotsConversational agentsDigital governmentE-governmentE-participationOpen government dataAdministración públicaInformática (Informática)Bases de datos (Informática)5909 Administración Pública1203.04 Inteligencia Artificial1203.12 Bancos de Datos