Factors and Challenges Influencing Citizens’ Adoption of AI-Enabled Public Services

With the rapid integration of Artificial intelligence (AI) into the public sector, its potential to enhance efficiency, decision-making, and service quality is significant. Nonetheless, the effectiveness of these AI applications is largely dependent on public acceptance and engagement, which still remains a challenge in practice. Thus, understanding the key factors influencing citizens’ adoption is significant. This study conducts a systematic literature review, identifying 83 factors categorized into twelve subcategories within four principal thematic categories. Building on these findings, a comprehensive model is developed to illustrate the interrelationships between these factors, providing a structured overview of existing knowledge on the topic. Key findings highlight the critical roles of transparency, privacy, security, AI services attributes, and trust in shaping citizens’ perceptions and adoption of AI services. These valuable insights can assist governments, policymakers, and researchers in developing citizen-centric AI strategies, thereby enhancing public acceptance and successful implementation.