Building Trust: Key Factors for AI Acceptance in Public Administration

The adoption of Artificial Intelligence (AI) in public administration has the potential to transform processes and services across various sectors, including healthcare, education, urban planning, and telecommunications.. By enhancing governance e?iciency and improving quality of life, AI enables public sector organizations to create more e?icient digital operations and provide citizen-centric services, such as predictive urban simulations, AIpowered healthcare monitoring, and real-time tra?ic updates through GPS-enabled assistants. However, trust and acceptance of AI used in public administration depend on a complex interplay of personal and risk-related factors. This paper explores these factors through a systematic literature review employing the PRISMA methodology, with a focus on technology acceptance theories and empirical studies. Personal factors, such as institutional and technological trust, perceptions of fairness, familiarity, and ethical considerations, are crucial in fostering acceptance. Conversely, risk factors, including limited transparency, inadequate explainability, privacy concerns, and accountability deficits, pose significant barriers. Our findings underscore the importance of addressing these dimensions to enhance public trust and support the responsible integration of AI technologies into decision-making processes. By adhering to ethical, transparent, and user-centered principles, governments can promote AI adoption, ensuring that digital transformation aligns with citizens' needs and values.