TRANSFORMING GOVERNMENT SERVICE DELIVERY THROUGH ARTIFICIAL INTELLIGENCE

Abstract

The use of artificial intelligence (AI) is transforming how people receive publicly provided services, how authorities are run, whether citizens engage or not, and support the use of evidence in making decisions. The current paper explores the radical effect of AI on the service delivery of the public sector based on a comparative diagnosis of emerging and developed markets. Under the qualitative research design, the study relies on thematic analysis and cross-case examination of policy reports, official government reports, and secondary publications to identify the main trends, consequences, and issues related to the use of AI in the sphere of public administration.

Evidential evidence confirms that AI significantly reduces administrative overheads through automation, accelerates the provision of services and creates a shift toward traditional bureaucracy to Phoenix-like digital services. Predictive analytics come out as an important tool in the foreseeable governance of health, environment and resource allocation provision, thus allowing governments to prevent risks in anticipating crises. The research also notes that AI has the capability to increase accountability and openness with a strong system of governance, ethical, and protection systems surrounding the data. However, there are still issues related to the unscalability and sustainability of AI initiatives like data fragmentation, institutional capacity limits, shortage of skills, and some ethical issues that persist, particularly in the context of developing nations.

As the end-result, the study concludes that AI effects on governmental service delivery depend not only on the level of technological maturity, but also on the willingness and readiness of the institutions, their strategy, as well as on the universality of governance practices. This contribution can be helpful in enriching the scholarly debate on the topic of AI-driven transformation of the sphere of public creation as well as offer Ontario-specific policy advice aimed at helping implement AI in an appropriate and accountable way and create value in a public.