STUDY FOCUS The paper examines the growing adoption of artificial intelligence (AI) technologies in public sector operations and services (AI-PS) across at least 49 countries. It addresses the challenges of implementing AI in public services, particularly the critical issue of building societal trust in AI-PS. The authors emphasize the importance of trust in AI systems for effective public service delivery and conduct a systematic literature review to assess current research on this topic. The findings highlight gaps in knowledge and propose future research directions to better understand and foster trust among various stakeholders, including citizens, service providers, and policymakers. POLICY RECOMMENDATION Governments and public agencies should prioritize initiatives aimed at building societal trust in AI-PS. This includes developing transparent communication strategies, engaging stakeholders in the design and implementation process, and conducting ongoing research to address ethical concerns and enhance public understanding of AI technologies. Establishing clear frameworks for accountability and performance evaluation will also be essential to ensure the responsible deployment of AI in public services. Aoki, Naomi, Melvin Tay, and Masaru Yarim. “Trustworthy public sector AI: research progress and future agendas.” Research Handbook on Public Management and Artificial Intelligence (2024): 263-276. 18 SCHOLARLY SHOWCASE
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