Understanding the Complex Interplay of Governance, Systematic, and Structural Factors Affecting Service Delivery in South African Municipalities

From the restaurant’s perspective, the service-boundaries in time were quite short

No matter how well you design a system, humans will end up surprising you with how they use it. “We make it obvious that it’s a bot, a digital assistant, at the start. But sometimes customers overlook that. And they’ll say, ‘are you a bot? What’s going on here? Transfer me through!’ And they’ll get into it quite strongly,” explains David Grilli, AGL’s chatbot product owner

“Productive engagement requires policy development and delivery staff to understand each other and to trust each other. Sometimes, policy departments are trying to keep things very quiet, because we don’t want things to leak, but that often risks not [having] a fulsome piece of advice to give to government, so a balance needs to be struck.”