Diversity, equity, and inclusion in e-government dialogue systems: Examining the research gap

Abstract

In this viewpoint paper, we examine the limited attention given to diversity, equity, and inclusion (DEI) in research on dialogue systems for e-government. We first conduct an exploratory survey of Web of Science, Scopus, and the Digital Government Reference Library, identifying 178 publications on dialogue systems in e-government, of which only 10 focus on DEI issues. Our analysis of these publications reveals an emphasis on technical adaptations rather than on comprehensive frameworks for DEI-informed public service delivery. We then discuss why DEI is particularly critical in government contexts, given the diverse capabilities of citizens, the universal and mandatory nature of public services, and the role of dialogue systems in shaping administrative interactions. Finally, we outline research directions for integrating DEI principles into the design and evaluation of e-government dialogue systems, highlighting their role as socio-technical tools capable of promoting access and advancing public value in digital government.