Artificial Intelligence capabilities and their contribution to public value in a public organization

  • Charif Held

Student thesis: Master's Thesis


In recent years, Artificial Intelligence (AI) adoption has surged in the public sector, promising to revolutionize government operations and improve public services. A comprehensive literature review precedes an in-depth case study that explores AI's impact on a specific public organization. This investigation uncovers AI's multifaceted influence on public value, emphasizing ethics, transparency, economic value, and socio-cultural implications.
To validate AI capabilities, a systematic approach includes pilot projects, user feedback, cross-case analysis, key performance indicators, and interdepartmental collaboration. Findings show that AI brings economic efficiency, improved services, ethical decision-making, transparency, innovation, and enhanced user satisfaction to the public sector. It also fosters collaboration, security, and public trust. Challenges like technical proficiency, alignment with goals, legal complexities, and organizational change are noted. This research highlights the importance of ethics, collaboration, and technical expertise in AI deployment, offering practical recommendations for public managers and paving the way for future research. This research contributes significantly to responsible AI deployment discussions, emphasizing the need to consider social and cultural dimensions for enhancing public services and societal welfare.
Date of Award18 Sept 2023
Original languageEnglish
SupervisorSamaneh Bagheri (Examiner) & Khoi Nguyen (Co-assessor)


  • Artificial Intelligence
  • AI capabilities
  • Public value
  • Public organizations

Master's Degree

  • Master Business Process management & IT (BPMIT)

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