Artificial intelligence technologies usage for improved service delivery in Uganda

Abstract

Background: Rapid advancements in artificial intelligence (AI) technologies have provided opportunities to improve public service delivery. Uganda is committed to leveraging opportunities presented by AI technologies to improve service delivery.

Aim: This study examines how the Ugandan government uses AI technologies to enhance public service delivery.

Setting: Few studies have been conducted exploring how AI technologies are used to improve public service delivery in Uganda. To bridge this knowledge gap, this study examines the ways in which AI technologies have been used in public service delivery by the government of Uganda.

Methods: Using a mixed-methods approach, secondary and primary data were collected. Textual content analysis and Microsoft Excel 2016 were used to analyse qualitative and quantitative data respectively to obtain results and insights for the study.

Results: The results reveal that the Ugandan government is deploying AI technologies in various agencies to enhance efficiency and productivity, improve accuracy and precision, solve environmental challenges, enhance fraud detection and security, and enable personalisation and customisation of citizen-centric services. Furthermore, this study discusses the ethical concerns and social implications of adopting AI technologies such as data privacy, security threats, the digital divide and job displacement.

Conclusion: Recognising the transformative potential of AI technologies to overcome traditional public service barriers, ethical concerns and social implications should be considered in the implementation to yield sustainable outcomes in Uganda.

Contribution: This study contributes to the body of knowledge on AI adoption in Africa, and provides insights for policymakers and researchers seeking to understand and/or recommend AI technologies utilisation to optimise public service delivery.