EXPLORING THE ROLE OF ARTIFICIAL INTELLIGENCE (AI) IN PUBLIC SERVICE DELIVERY IN ANAMBRA STATE, NIGERIA

Abstract

Artificial Intelligence (AI) has emerged as a transformative force in public service delivery, offering solutions to long-standing challenges such as inefficiencies, bureaucratic bottlenecks, and corruption. This study explores the integration of AI in public service delivery in Nigeria, highlighting both the opportunities and challenges that come with its adoption. AI technologies, including automated decision systems, predictive analytics, and machine learning, are revolutionizing how governments operate by enhancing efficiency, improving transparency, and increasing citizen satisfaction. In developing countries like Nigeria, AI holds the potential to address systemic issues such as delayed service provision, lack of transparency, and inequitable access to government services. However, the adoption of AI faces several significant barriers, including infrastructural deficits, limited digital literacy among public servants, and resistance due to fears of job displacement. Through a qualitative approach, this research examines the application of the Technology Acceptance Model (TAM) to assess how AI adoption can improve public service delivery in Nigeria. The study also reviews existing literature and case studies from other countries to draw insights on best practices. Findings suggest that while AI presents immense opportunities for transforming public services, a robust regulatory framework, ethical considerations, and adequate training programs for public servants are essential to ensure successful implementation. Addressing these challenges will allow Nigeria to harness the full potential of AI to create a more efficient, transparent, and citizen-centered public service.