Tendai Makasi is currently a Ph.D. candidate and member of the QUT CFE. His research focuses on aspects of design and evaluation of AI-based technologies within the public sector. He has a background in mathematics and computer science, and holds a master’s degree in business process management from the Queensland University of Technology.
Congratulations to Tendai Makasi for successfully completing his PhD final seminar presentation on 30/07/2021. Tendai’s PhD research, titled “Cognitive Computing Systems (CCS) and Public Value: The Case of Chatbots and Public Service Delivery” investigated how chatbots – a type of a CCS – can facilitate public value creation through mediating public service delivery. Overall, Tendai’s research findings contribute towards aligning CCS (such as chatbots) initiatives in the public sector to create public value holistically. With the increased penetration of CCS in the public sector, Tendai’s research findings provide a timely intervention for improving the success of these initiatives.
Research Title: Cognitive Computing Systems and Public Value: The Case of Chatbots and Public Service Delivery
Abstract: Cognitive computing systems (CCSs) are increasingly advancing and are continuously being adopted by public agencies as a cost-effective alternative for service delivery. Focusing on chatbots as a specific type of CCSs, this study follows a value-sensitive design approach to investigate how CCS initiatives in the public sector can contribute towards creating public value. Given the abstract nature of the public value notion, the study adopts the more specific concept of public service value, which specifically describes a subset of dimensions that contribute towards creating public value through public service delivery. Overall, the study proposes recommendations for designing, deploying and managing CCSs (chatbots specifically) to facilitate public value creation.
Tendai’s Supervisory Team:
Professor Kevin Desouza (QUT Business School, CFE)
Dr Alireza Nili (School of Information Systems, QUT)
Professor Alistair Barros (School of Information Systems, QUT)
Associate Professor Mary Tate (School of Information Management, VUW)
Panel Members for Final Presentation:
Dr Rehan Syed (School of Information Systems, QUT) – (Panel Chair)
Associate Professor Tan Yigitcanlar – (QUT Business School, CFE)
Dr Alireza Nili (School of Information Systems, QUT)