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[Motivation] Artificial intelligence (AI) creates many opportunities for public institutions, but the unethical use of AI in public services can reduce citizens’ trust. [Question] The aim of this study was to identify what kind of requirements citizens have for trustworthy AI services in the public sector. The study included 21 interviews and a design workshop of four public AI services. [Results] The main finding was that all the participants wanted public AI services to be transparent. This transparency requirement covers a number of questions that trustworthy AI services must answer, such as about their purposes. The participants also asked about the data used in AI services and from what sources the data were collected. They pointed out that AI must provide easy-to-understand explanations. We also distinguished two other important requirements: controlling personal data usage and involving humans in AI services. [Contribution] For practitioners, the paper provides a list of questions that trustworthy public AI services should answer. For the research community, it illuminates the transparency requirement of AI systems from the perspective of citizens.
Original languageEnglish
Title of host publicationRequirements Engineering
Subtitle of host publicationFoundation for Software Quality - 27th International Working Conference, REFSQ 2021, Proceedings
EditorsFabiano Dalpiaz, Paola Spoletini
Number of pages17
ISBN (Electronic)978-3-030-73128-1
ISBN (Print)978-3-030-73127-4
Publication statusPublished - 2021
MoE publication typeA4 Conference publication
EventInternational Working Conference on Requirements Engineering: Foundation for Software Quality - Essen, Germany
Duration: 12 Apr 202115 Apr 2021
Conference number: 27

Publication series

NameLecture Notes in Computer Science
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


ConferenceInternational Working Conference on Requirements Engineering
Abbreviated titleREFSQ


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