Government AI investment grows while public trust falters
New research reveals a widening gap between AI adoption in government and public trust in digital service delivery.
Rising investment in AI is reshaping public services worldwide, yet citizen satisfaction remains uneven. Research across 14 countries shows that nearly 45% of residents believe digital government services still require improvement.
Employee confidence is also weakening, with empowerment falling from 87% three years ago to 73% today. Only 35% of public bodies provide structured upskilling for AI-enabled roles, limiting workforce readiness.
Trust remains a growing concern for public authorities adopting AI. Only 47% of residents say they believe their government will use AI responsibly, exposing a persistent credibility gap.
The study highlights an ‘experience paradox’, in which the automation of legacy systems outpaces meaningful service redesign. Leading nations such as the UAE, Saudi Arabia and Singapore rank highly for proactive AI strategies, but researchers argue that leadership vision and structural reform, not funding alone, determine long-term credibility.
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