Knowledge, attitudes, and readiness towards artificial intelligence in government services: a developing country perspective

Abstract

Governments across the world are leveraging artificial intelligence (AI) to render services to citizens. Emerging economies are not left behind in this transformation but remain a gaping distance behind in their integration into public-sector service delivery compared to the private sector. To ensure the effective integration of AI services by government agencies to serve citizens, it is necessary to understand the constellation of factors driving user adoption of AI. Therefore, this study answers the question: how can government-initiated AI services be successfully accepted by citizens? Leveraging non-probability sampling, a snowball sample of 245 tertiary student-workers from across Ghana was surveyed to solicit their knowledge, attitudes, readiness, and use intentions towards AI-enabled government services. The data were analysed using FsQCA and complemented by PLS-SEM to confirm the findings. The findings reveal four unique configurations, summarised into two broad groups; AI enthusiasts and AI sceptics that drive AI adoption in government services. Positive readiness factors, such as knowledge of AI and optimism towards AI, characterise AI enthusiasts. In contrast, those described as AI sceptics still adopt government AI services despite their reservations and general distrust. AI sceptics are a delicate group that sit at the boundary between adoption and rejection, requiring special attention and strategies to orient them towards adoption. The study recommends effective education and trust-building strategies to foster AI adoption in government services. The findings are essential for driving the efficient implementation of AI-enabled services among working-class citizens in emerging economies.