Public service delivery, artificial intelligence and the sustainable development goals: trends, evidence and complexities

Abstract

Purpose

Recent technological developments have encouraged the United Nations to promote the adoption of digital technologies to achieve the Sustainable Development Goals (SDGs). In addition to initiatives from businesses, an increasing number of studies indicate that public service agencies may gain benefits from adopting digital transformation. On a global scale, policymakers are examining the integration of digital technologies, specifically artificial intelligence (AI), into public service delivery (PSD), acknowledging the potential advantages and obstacles for the public sector. Therefore, the objective of this study is to investigate the impact of AI on PSD to support the SDGs initiative.

Design/methodology/approach

The research used a qualitative approach to explore the intersection of AI, SDGs and PSD. This approach involved scrutinising relevant publications and conducting an extensive literature review. The research also used bibliographic analysis to discern patterns within the field. Findings from the literature review and bibliographic analysis contributed to identifying research trends that explore the complex relationship among AI, PSD and the SDGs. The model derived from this comprehensive review and analysis elucidates the potential of AI to enhance PSD and contribute to the achievement of the SDGs.

Findings

The bibliographic study revealed significant research trends concerning AI, PSD and SDGs through an empirical investigation of an extensive array of peer-reviewed articles. This investigation focused on how the public sector can improve its delivery of services to citizens and all stakeholders to advance the SDGs. AI holds the promise of revolutionising PSD and bolstering the SDGs. By leveraging AI’s capabilities in data analysis, automation and customisation, governments can enhance the efficiency, effectiveness and accessibility of public services. This, in turn, enables public servants to tackle more complex tasks while providing citizens with personalised and relevant experiences. Additionally, the study advocates modelling the intersection of PSD and AI to achieve sustainable development.

Research limitations/implications

The employed research methodologies, such as literature reviews and bibliographic analysis, enrich the context of AI, SDGs and PSD. They offer a comprehensive perspective, identify knowledge gaps and furnish policymakers, practitioners and academics with a conceptual framework for informed decision-making and sustainable development endeavours.

Originality/value

The study provides an agenda for AI and SDGs research on application in PSD. It emphasises varied research viewpoints, methods and gaps. This study helps researchers as well as practitioners identify subtopics, intersecting themes and new research pathways.

Citation

Anshari, M., Hamdan, M., Ahmad, N. and Ali, E. (2024), "Public service delivery, artificial intelligence and the sustainable development goals: trends, evidence and complexities", Journal of Science and Technology Policy Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSTPM-07-2023-0123