Examining factors shaping citizens’ perception of artificial intelligence in government: A systematic literature review

Abstract

The adoption of Artificial Intelligence (AI) in government services has the potential to revolutionize public administration by enhancing efficiency, accuracy, and accessibility. However, the success of AI implementation heavily relies on public perception, which influences trust, acceptance, and willingness to adopt these technologies. Although previous studies have outlined benefits, risks, and challenges of AI use in government, a gap remains in understanding AI use in government from the perspective of citizens. With this goal in mind, this paper examines research related to AI use in the government services from the perspective of citizens. A review of the literature covering 41 articles available in four research databases was completed using the PRISMA protocol for literature reviews. The results revealed six key factors that influence citizens’ perception towards AI use in government: perceived benefit, perceived concern, characteristic of AI-based government services, trust, individual characteristic, and external factors. Based on the findings, a conceptual framework is proposed. These findings provide a foundation for future research and practical strategies to foster successful AI adoption in the public sector.