THE USE OF ARTIFICIAL INTELLIGENCE AND AUTOMATION IN PUBLIC SERVICES: OPPORTUNITIES AND RISKS

Abstract

This article explores in detail the opportunities and risks of using artificial intelligence (AI) and automation technologies in public services. AI and automation technologies enable government and municipal agencies to deliver services more efficiently, quickly, and accurately. Applications such as automatic data processing, forecasting, chatbots, and information system automation provide citizens with more accessible, personalized, and flexible services. However, it is essential to ensure adherence to ethical standards, data privacy protection, and impartial decision-making when using these technologies. The article discusses the importance of ensuring safe and beneficial use of these technologies through ethical guidelines and standards established by international organizations. In the future, a broader role for AI in public services will contribute to enhancing service quality and increasing citizen satisfaction. It is determined that artificial intelligence and automation technologies are powerful tools that allow providing public services more efficiently, faster and more accurately. It is emphasized that these technologies significantly contribute to simplifying decision-making processes in central and local government, efficient resource management and improving the quality of services. It is established that the role of artificial intelligence in providing personalized and accessible services helps to increase the level of citizen satisfaction and strengthen trust in public institutions. It is emphasized that the use of AI requires strict attention to ethical standards and data security. Principles such as transparency, accountability, data confidentiality and fairness are supported by international standards to ensure the safe and effective application of AI. It is concluded that the recommendations and standards established by international organizations on the ethical use of artificial intelligence are designed to ensure that public institutions and municipalities use these technologies responsibly and adhere to ethical rules.