Purpose

Civil servants possess one of the least favorable public reputations Inefficiency and inflexibility are negative perceptions frequently associated with public services by individual citizens. Researchers have identified a trend of increasingly negative evaluations of public services compared to private organizations. Both researchers and practitioners in the field of public services anticipate that the significant potential of AI can address these issues by facilitating the implementation of intelligent public services. This research project aims to identify the variables that need to be considered in order to explain how AI can contribute to improving the negative perceptions of public services.

Approach

This paper presents a comprehensive literature review of studies addressing the integration of artificial intelligence (AI) in the public sector and its implications for citizens. Drawing from the New Public Management (NPM) framework, the review identifies four additional factors that influence citizens' perceptions of public services.

Research questions

How can  the implementation of artificial intelligence contribute to the improvement of negative perceptions of public services?

Keywords

Artificial intelligence, public services, public administration, public sector, literature review

Involved Persons

Melvin Rohn