Building Trust in Artificial Intelligence: A Master Thesis Exploring Public Sector Adoption and Perception

Abstract

With the increasing relevance of Artificial Intelligence (AI) technologies over the last years, this research pretends to explore the trust in the use of AI by the Portuguese Public Sector. The study aims to understand the factors that influence public trust, and the level of confidence citizens have in the application of AI in Portuguese Public Services. To achieve this, a survey was conducted with a diverse sample of 200 participants, aged between 18 and 58 years old. To analyse this data, we used the Partial Least Square Structural Equation Modelling through the SmartPLS software. The results reveal varying levels of trust in different age groups and emphasise the importance of transparency and the creation of regulations to promote public trust in AI. The results suggest that while there is a general openness to AI in the Public Sector, concerns about data privacy and the limitations that may be associated with its use continue to prevail. These findings provide valuable recommendations for policymakers and public administrators on how to increase trust in AI initiatives. This research contributes to wider discussion on the digitalisation of Portuguese Public Services and the integration of emerging technologies in public administration, offering a framework for future studies on public trust when it comes to the integration of AI in the Portuguese Public Sector.