Artificial Intelligence (AI) and Digital Competencies in the Public Sector

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Author(s): Kingsly Stephen R. (SRM Institute of Science and Technology, Ramapuram, India)and T. Archana (SRM Institute of Science and Technology, Ramapuram, India)
Copyright: 2025
Pages: 26
Source title: Digital Competency Development for Public Officials: Adapting New Technologies in Public Services
Source Author(s)/Editor(s): Ecem Buse Sevinç Çubuk (Aydin Adnan Menderes University, Turkey)
DOI: 10.4018/979-8-3693-6547-2.ch005

Keywords: Digital Literacy / Information Science Reference / Library & Information Science / Public and Sector Management

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Abstract

Artificial intelligence (AI) is rapidly transforming the public sector, offering immense potential to enhance efficiency, transparency, and citizen engagement. However, effectively harnessing this potential requires a public workforce equipped with the necessary digital competencies. This research chapter explores the symbiotic relationship between AI and digital competencies, highlighting their impact on public sector transformation. AI has the potential to significantly enhance public sector efficiency and productivity by automating repetitive tasks, thereby freeing human resources for more strategic endeavors. Data-driven decision-making, another crucial advantage, allows AI to analyze extensive datasets and generate actionable insights, improving policy decisions and resource allocation. Additionally, AI-powered chatbots and virtual assistants can provide continuous citizen support, streamlining service delivery and personalizing citizen interactions to build trust and satisfaction.

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Artificial Intelligence (AI) and Digital Competencies in the Public Sector

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