The Role of Artificial Intelligence in Advancing Public Services: Opportunities and Ethical Challenges
Keywords:
Artificial Intelligence (AI), Public Services, Ethics
Abstract
The advancement of artificial intelligence (AI) has brought significant changes in various sectors, including public services. The implementation of AI in the government sector has the potential to increase efficiency, transparency, and speed of services to the public. However, the application of AI also raises various ethical challenges, such as personal data protection, potential algorithmic bias, and accountability in decision-making. This study aims to analyze the role of artificial intelligence in advancing public services and identify ethical opportunities and challenges that arise in the implementation process. The research method used is a qualitative approach, which involves reviewing various sources, such as previous research results, academic studies, and relevant policy documents. The collected data was analyzed systematically to identify key patterns and ethical implications related to the application of AI in the public sector. The results of the study show that AI has the potential to increase the efficiency of public services, but challenges related to privacy, transparency, and accountability are still major obstacles. The readiness of infrastructure and human resources are key factors in implementing AI in government bureaucracy. Therefore, strict regulations, cross-sector collaboration, and ongoing supervision are needed to ensure the ethical and equitable implementation of AI.
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8. Hill, D., O’Connor, C. D., & Slane, A. (2022). Police use of facial recognition technology: The potential for engaging the public through co-constructed policy-making. International Journal of Police Science & Management, 24(3), 325-335.
9. Hung, T. W., & Yen, C. P. (2021). On the person-based predictive policing of AI. Ethics and information technology, 23, 165-176.
10. Jovi, A., Ma'ruf, U., Hanim, L., & Suharto, R. B. (2022). The factors effectiveness of driving license service procedures. Jurnal Daulat Hukum, 5(2), 107-114.
11. Khogali, H. O., & Mekid, S. (2023). The blended future of automation and AI: Examining some long-term societal and ethical impact features. Technology in Society, 73, 102232.
12. Kokkinen, L. (2022). Studying social determinants of health using fuzzy-set Qualitative Comparative Analysis: a worked example. Social Science & Medicine, 309, 115241.
13. Kulal, A., Rahiman, H. U., Suvarna, H., Abhishek, N., & Dinesh, S. (2024). Enhancing public service delivery efficiency: Exploring the impact of AI. Journal of Open Innovation: Technology, Market, and Complexity, 10(3), 100329.
14. Lnenicka, M., Rizun, N., Alexopoulos, C., & Janssen, M. (2024). Government in the metaverse: Requirements and suitability for providing digital public services. Technological Forecasting and Social Change, 203, 123346.
15. Mannuru, N. R., Shahriar, S., Teel, Z. A., Wang, T., Lund, B. D., Tijani, S., ... & Vaidya, P. (2023). Artificial intelligence in developing countries: The impact of generative artificial intelligence (AI) technologies for development. Information Development, 02666669231200628.
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22. Xu, Y., Liu, X., Cao, X., Huang, C., Liu, E., Qian, S., ... & Zhang, J. (2021). Artificial intelligence: A powerful paradigm for scientific research. The Innovation, 2(4).
23. Zhang, C., & Lu, Y. (2021). Study on artificial intelligence: The state of the art and future prospects. Journal of Industrial Information Integration, 23, 100224.
24. Zuiderwijk, A., Chen, Y. C., & Salem, F. (2021). Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda. Government information quarterly, 38(3), 101577.
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Published
2025-03-17
How to Cite
Amin, F., Simon, J. C., Nur, M., Fauzih, & Nurhamzah. (2025). The Role of Artificial Intelligence in Advancing Public Services: Opportunities and Ethical Challenges. International Journal of Science and Society, 7(1), 614-628. https://doi.org/10.54783/ijsoc.v7i1.1407
Section
Articles
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