Artificial intelligence in the public sector : A study of the perceptions of AI in a municipal department and their effects

Abstract: The public sector has opened its eyes to the possibilities of artificial intelligence (AI) transforming and streamlining their organizations. However, they are lagging behind the private sector organizations in competency, knowledge, as well as resources, and have difficulties implementing any type of change. While there are studies on change within public sector, along with AI use in such organizations, there is a lack of research concerning perceptions of AI in public organizations, and organizational analysis based on those perceptions. This study aims to address this gap, by studying a department within Umeå Municipality with technology determinism and instrumentalism in mind, examining their attitudes and views of AI, and how those may affect a future implementation. The findings made through the study involve a thorough analysis, showing both deterministic and instrumentalist views, coming from both the municipality and the department. While there is a lack of competency and resources, the employees show an understanding, a need, and motivation for including AI and other digital tools in their work. The study describes possible approaches the department can take, and has contributed to the beginning of filling the mentioned research gap.