Author(s): Diana Mjema and Godfrey Wandwi

Abstract: This article investigates the role of intelligent chatbots as frontline agents within e-government service platforms through a critical stakeholder analysis that spans government agencies, technology providers, and citizen-users. Drawing upon semi-structured interviews with digital transformation officers in public administrations, directors of international ICT policy programs, and executives from leading AI-driven service firms, the study applies a thematic analysis framework (Bryson, 2004; Reed et al., 2009) ^[5,17] to surface patterns of alignment and friction in the deployment of conversational agents. Findings identify three principal governance and implementation challenges: limited interoperability across fragmented government information systems (OECD, 2021) ^[12], trust deficits stemming from algorithmic transparency concerns (Sharma & Gupta, 2022) ^[14], and the tension between efficiency-driven automation and inclusivity of digitally marginalized populations (United Nations, 2020) ^[18]. Stakeholder perspectives highlight the importance of integrating technical design, regulatory safeguards, and user-centered service principles in order to unlock the transformative potential of chatbots. Building on these insights, the article proposes a tripartite framework for sustainable chatbot governance in e-government, encompassing centralized coordination mechanisms, adaptive capacity-building programs for civil servants, and co-creation initiatives with private-sector developers and civic organizations. By situating chatbot adoption within the broader discourse on digital governance and citizen engagement, this research contributes to global debates on AI in the public sector and delineates actionable strategies for governments seeking to harness intelligent conversational systems to advance accessibility, efficiency, and public trust. The study ultimately outlines a roadmap for embedding intelligent chatbots in e-government ecosystems while aligning with overarching democratic and developmental objectives. Findings are poised to inform cross-border policy dialogues, technological standard-setting, and future research trajectories.

DOI: 10.33545/27076571.2025.v6.i2c.197

Pages: 177-183 | Views: 344 | Downloads: 145

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