Smart Governance for Sustainable Development: The Role of Artificial Intelligence in Improving Public Service Delivery and Citizen Trust

Abstract

Artificial Intelligence (AI) is revolutionizing public administration, adding value to decision-making, optimizing service delivery and assisting in digital governance. In the era of smart governance, effective service delivery to citizens and strengthening citizens' trust have become key concerns for numerous governments as they strive to attain sustainable development. In Pakistan, the adoption of digital government has grown significantly, but governance quality, transparency, accountability and institutional trust remain problematic. This research investigates the contribution of smart governance to improving public services and citizen trust by leveraging the use of AI. The study draws on the concepts of Public Value Theory, Institutional Theory, Digital Governance Theory, and the Technology Acceptance Model (TAM) to create and test its conceptual framework in the context of smart governance, AI adoption, public service delivery and citizen trust. A quantitative cross-sectional research design was used, and data were collected from 300 citizens who had prior experience using digital government services in Pakistan. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the proposed relationships. The results show that smart governance positively impacts the adoption of AI, that AI contributes to public service delivery, and that service delivery significantly affects citizens' trust. Furthermore, the connection between AI adoption and trust in public services is mediated by public service delivery. The study adds to the digital governance discourse on the empirical evidence of Pakistan and provides practical implications for policymakers who want to create an ethical, transparent, and citizen-centred public service through AI.