Increasing human involvement in the deployment of AI for public services can positively impact the acceptance of this technology, according to a new study. The research, conducted by Laszlo Horvath from Birkbeck, University of London, in collaboration with Oliver James, Susan Banducci, and Ana Beduschi from the University of Exeter, highlights that citizens’ concerns about AI fairness extend to potential biases that may arise from human inputs. The study suggests that when administrative discretion is perceived as overly extensive, citizens are more likely to embrace AI usage.
In a survey involving 2,143 participants in the UK, individuals were asked about their preferences regarding the extent of AI involvement in processes related to immigration visa and parking permit handling. The findings revealed that increased human involvement generally correlated with a greater acceptance of AI. However, respondents were inclined towards favoring more limited human intervention in cases where there was significant human discretion involved in parking permit processing.
The study also found that system-level elements, such as high accuracy, the availability of an appeals process, heightened transparency, reduced costs, non-sharing of data, and the absence of private company involvement, all contributed to an elevated level of acceptance and a perceived sense of procedural fairness. The researchers observed that citizens desire functional technology and, in such cases, are open to a reduced level of human oversight, despite their reluctance towards the accumulation and sharing of their data.
The results of the study contribute to the understanding of technology acceptance in digital government and AI. The findings suggest that citizens who initially resist new technologies in various contexts prefer increased human administrative involvement. The researchers emphasized that these findings have broad relevance to government services employing AI, as many routine interactions with the government involve permit applications similar to those examined in the survey.
The study sheds light on the importance of human involvement and system-level factors in the acceptance of AI in public services. It provides valuable insights into how citizens perceive and accept AI, emphasizing the significance of factors such as costs, accuracy, efficiency, and the ability to deliver accurate and cost-effective results. The research holds relevance amid ongoing concerns surrounding AI and its potential to address critical issues.
The study was published in Government Information Quarterly, offering valuable information for policymakers and organizations involved in the implementation of AI in public services. By considering the findings of this study, governments can gain a deeper understanding of how to enhance citizen acceptance and trust in AI technologies.