They’re afraid of losing control. Acceptance is one of the biggest challenges in digitising government. Because even the best software is useless if people don’t use it.

In Australia, researchers looked into how citizens react to the use of AI in public services. The result is surprising. Acceptance of AI rises significantly when three simple conditions are met:

• People know why AI is being used.
• They know which data is being used.
• And they know how they can object.

So what they want is transparency — and control. Which is entirely understandable, since the same factors matter in traditional, analogue administration too. All the more reason to use AI to answer any question citizens might have, at any time — and to always offer them a way to interact.

Image: Photo by Russell Ferrer on Unsplash
Sources:
Australian Government Digital Transformation Agency (DTA)
National AI Centre Australia
Australian Human Rights Commission – Human Rights and Technology Reports
OECD Digital Government Studies
World Economic Forum – Responsible AI in the Public Sector

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