THE IMPACT OF AI IN E-GOVERNMENT SERVICE DELIVERY: EFFICIENCY OPTIMIZATION USING DIELLA
THE IMPACT OF AI IN E-GOVERNMENT SERVICE DELIVERY: EFFICIENCY OPTIMIZATION USING DIELLA

Summary/Abstract: This paper evaluates the operational impact of artificial intelligence in optimizing public service delivery, specifically examining “Diella,”a virtual assistant integrated into the e-Albania government platform. Ground-ed in the OECD Digital Government Policy Framework (OECD, 2020), the research quantifies the efficiency gains realized through automated inter action handling compared to traditional manual support. The paper analyzes a data-set of 861,734 system logs collected between February and December 2024.Performance is benchmarked against a validated “Human Baseline” of 190seconds per interaction, derived from the Global Call Center Report (Batt,Holman & Holtgrewe, 2007). The results indicate a system resolution rate ofapproximately 78% (combining True Positives and Resolved User Errors) anda median response latency of 9.91 seconds. Regression analysis of daily trafficvolumes demonstrates a near-zero elasticity coefficient (β ~ 0.0003), indicat-ing that the system scales efficiently without the latency degradation typicalof human-staffed centers. Beyond operational metrics, this paper analyzes thesystem’s contribution to the United Nations Sustainable Development Goals(SDGs), specifically finding that AI-driven reduction of administrative burdendirectly supports SDG 1 (No Poverty), SDG 4 (Quality Education), SDG 9(Industry, Innovation, and Infrastructure), and SDG 16 (Strong Institutions).

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