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Touchpoint

p-ISSN: 1868-6052
e-ISSN: 2940-2778

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Touchpoint - From AI to Synthetic Services

Making AI Authority Legible and Contestable for Public Services

Kazi Mahdi Amin

Touchpoint - From AI to Synthetic Services 17 No. 1 (2026)
https://doi.org/10.30819/touchpoint.17-1.03     pp: 16-21     2026-04-20

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Amin, K.M. (2026). Making AI Authority Legible and Contestable for Public Services. Touchpoint - From AI to Synthetic Services, 17 (1), 16-21. doi:10.30819/touchpoint.17-1.03
@article{Amin_2026,
doi = {10.30819/touchpoint.17-1.03},
url = {https://doi.org/10.30819/touchpoint.17-1.03},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {1},
pages = {16-21},
author = {Kazi Mahdi Amin},
title = {Making AI Authority Legible and Contestable for Public Services},
journal = {Touchpoint - From AI to Synthetic Services}
}
Abstract
AI is increasingly shifting from a supporting tool to an active actor in public services. In September 2025, Albania announced ‘Diella’, an AI-based virtual cabinet role for public procurement, aimed at reducing corruption and increasing transparency. Using Diella as a publicly documented reference point, this article explores a critical service design challenge: when an AI persona is positioned as a public authority, how can its decision-making be made legible, its power bounded and its failures accountable? The article introduces an AI ‘authority ecosystem’, an evolution of the system ecosystem that makes invisible algorithmic processes visible and discussable.
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