ABSTRACT
The purpose of this study is to describe the use of artificial intelligence as an instrument to improve the quality of the public sector focusing on citizens. Improving public sector performance is the agenda of many countries in the world since public service performance is still a problem and needs a solution. Artificial intelligence is an instrument that can make public services efficient and focus on citizens. This study used qualitative research methods. The data used comes from various sources such as journals, books and various related documents. The results show that (1) artificial intelligence can increase the effectiveness of public services. It also has a positive impact on results for service users; (2) there is little solid evidence that artificial intelligence produces efficiency savings, so alternative means to promote cost-cutting innovation may be needed; (3) artificial intelligence seems to be very suitable to provide improvement in the quality of public service performance. However, its effectiveness is influenced by other factors including organizational culture and leadership; and (4) computer programs based on artificial Intelligence becomes a direct liaison between bureaucracy and society so that it encourages changes in bureaucratic structure and public servants.
