The use of new technologies to support Public Administration. Sentiment analysis and the case of the app IO

Since 2005, there has been an increasing development of digitization within the public administration that sees the introduction of the use of technology as a privileged tool in the management of administrative activities. The main objective is to promote digitization in administrations in order to achieve greater efficiency in their activities in internal relations, between different administrations, and between the latter and private individuals. The entry of artificial intelligence into public action, however, needs to be accompanied by an adequate regulatory framework to guarantee the rights of those administered. The notion of digital transformation has gained significant attention in the literature[1]. Although approaches to the definition of digital transformation vary[2], most authors suggest that digital transformation involves the use of ICT technology to create fundamentally new capabilities in business, public administration[3] and people's lives[4].