Effectiveness of Artificial Intelligence on Public Service Delivery in Nigeria

Abstract

Artificial Intelligence is a computer's ability to imitate human intelligence while improving performance, increasing productivity and reducing costs. Nowadays, governments are exploring the advantages of AI in providing services to the public at a reduced cost and with efficiency. The study’s targeted population were the government employees and users of services in Nigeria. Using the survey method, purposive sampling was adopted to generate data from a large number of participants based on their experiences. The generated data were analysed using SPSS Version 27 to code and analyse questionnaire responses; hence, simple percentages, mean scores, and standard deviations were used to summarise the data, while regression and correlation analyses were used to examine the relationship between AI and service delivery outcomes. The study’s findings revealed that AI is a transformative force for Nigeria’s public service delivery; it enhances transparency, improves service quality, and simplifies government processes at a lower cost. Therefore, the study recommended that the Nigerian government make it mandatory for every government institution to fully apply AI in its processes, raise awareness of AI's impact, and improve internet access nationwide.