Artificial Intelligence Adoption in Public Service Delivery and Its Impact on Government Efficiency in Jakarta
Keywords:
Artificial Intelligence Governance, Digital Government, Public Service Innovation, Government Efficiency, Public AdministrationAbstract
The rapid advancement of artificial intelligence (AI) technologies has significantly transformed the way governments deliver public services. AI has increasingly been adopted by public institutions to improve administrative efficiency, enhance decision-making processes, and provide more responsive services to citizens. In the context of digital governance, AI-based technologies such as chatbots, automated service systems, and data analytics platforms have enabled governments to modernize public administration practices and improve service accessibility. This study aims to examine the adoption of artificial intelligence in public service delivery and analyze its impact on government efficiency in Jakarta. The research employs a qualitative approach using a case study design to explore the implementation of AI-based public service systems in local government administration. Data were collected through semi-structured interviews with government officials, public service administrators, and citizens who utilize digital government services, supported by document analysis and observations of digital service platforms. The findings indicate that AI adoption has contributed to improving administrative efficiency, reducing service processing time, and strengthening communication between government institutions and citizens. AI-based service platforms allow citizens to access information, submit service requests, and receive responses more quickly compared to traditional service systems. However, the study also identifies several challenges related to technological infrastructure, digital literacy among citizens, and the need for institutional readiness in managing AI-driven governance systems. The research highlights the importance of strengthening digital infrastructure, improving institutional capacity, and developing regulatory frameworks for AI governance to ensure sustainable digital transformation in public administration. Overall, the adoption of artificial intelligence in public service delivery represents an important step toward building more efficient, transparent, and responsive governance systems in Jakarta.
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