Afraid of AI?! Promoting technology acceptance in the administration

It may be hard to believe with the constant discussion of artificial intelligence (AI), but in many companies, including in the public sector, there is a real fear of this technology. There are often concerns and uncertainties, particularly among employees and in teams. These fears must first be taken seriously in order to address and reduce them in the long term.

Public sector: increasing efficiency with AI

The digital transformation is progressing inexorably and has now also reached public administration and citizen services. Fax machines are disappearing, digital file management and online services are taking their place. But while these modernizations are still underway, the next stage is already on the horizon: the use of artificial intelligence in administration. AI can achieve a significant increase in efficiency and simplify administrative processes so that citizens can access services more easily. AI-driven automation in administration makes processes faster and more citizen-friendly. This creates better access to administrative services, which contributes to the optimization of service quality and user experience.

Psychological foundations of technology acceptance

The acceptance of new technologies is often characterized by psychological factors. Fears and uncertainties about AI can inhibit technology adoption. It is important to address these fears and convey a positive image of AI. Studies show that trust in the technology and its benefits are crucial for acceptance. A study conducted by Fraunhofer IAO and Zeppelin University on behalf of the Digital Academy shows that AI has considerable potential to bring about change and increase efficiency in public administration.

What do we learn from this AI research? The study provides practical insights into how AI can improve administrative processes and take over repetitive tasks in order to increase the quality of service for citizens and reduce the workload of administrative staff: Workshops with municipal representatives showed that participatory development promotes both proximity to citizens and acceptance.

Strategies for promoting AI acceptance

In order to promote technology acceptance in public administration, the following should be taken into account:

People often have reservations about new technologies, especially when they are used in the work environment. If all key stakeholders are involved in the introduction of AI from the outset, questions and concerns can be addressed directly. This creates trust and the feeling of being able to have a say. This way, everyone sees the benefits and feels part of the change process.

Takeaway: Stakeholder engagement – Involve all relevant stakeholders early on in the process. Early involvement creates trust in the new technology and facilitates acceptance.

AI solutions are more successful when they reflect the actual needs of the people who use them or are affected by them. By involving citizens in the development process, tailor-made solutions are created that are closely aligned with real problems and requirements. People are often more willing to accept a technology that they have actively helped to shape and that takes their perspectives into account.

Takeaway: Develop close to the application – Let the team contribute their own ideas and requirements so that the AI solution really supports and improves their work.

A major obstacle to the acceptance of new technologies is the fear of ignorance and being overwhelmed. Giving employees the opportunity to understand AI and handle it with confidence creates a sense of competence and control. Through training, they learn to use the advantages of AI and may lose any existing fear of contact. An informed workforce can actively support the change.

Takeaway: Provide targeted training – Provide hands-on AI training that deepens understanding of AI and reduces uncertainty. Knowledge provides security.

The use of AI often triggers concerns about data protection and privacy. Open and comprehensible information about what AI is intended to achieve in administration, what data is used and how it is protected reduces these concerns. Transparency and honesty create a sense of security and trust and help to avoid misunderstandings or exaggerated fears.

Takeaway: Transparent communication – Explain openly what data is used and how it is protected. Honesty creates trust and allays fears.

Collaborative intelligence: the solution for technology acceptance and reducing AI fears

Previous strategies for promoting AI acceptance – such as early involvement, transparent communication and targeted training – show that employees need to be actively involved in the change process in order to develop trust in the technology. Collaborative intelligence plays a central role here: the idea that humans and machines work hand in hand to improve work processes and reduce anxiety.

Why collaborative intelligence reduces fears: Instead of perceiving AI as an independent, threatening technology, collaborative intelligence makes it clear that AI plays a supporting role, relieving people of routine tasks and leaving room for value-adding activities. Employees retain control and experience how AI relieves them without replacing their work. This partnership-based interaction strengthens trust and creates a culture in which technological innovations are positively received.

A sustainable solution for the future: collaborative intelligence thus goes beyond short-term acceptance promotion and forms a philosophy that shapes the long-term use of AI in administration. The synergetic combination of human experience and machine precision creates a future-oriented working environment that welcomes innovation.The following article invites you to take a closer look at the philosophy and practical aspects of collaborative intelligence.

Conclusion

The introduction of artificial intelligence in the public sector requires more than just technological innovation. It is crucial to create a culture of trust and technology acceptance. Administrations that want to use AI effectively should develop clear AI strategies that involve all stakeholders, focus on continuous training and promote open communication.

To summarizeAI implementation will only succeed if a long-term framework is created to establish AI as part of a future-oriented administrative culture.

These include: Data security and data protection as the basis for trust User centricity. Interoperability for the seamless integration of different systems. AI applications with AI ethics and clear guidelines. Flexible innovation management and change management to accompany technological change. Agile methods for adapting to changing requirements. Promotion of administrative modernization and accessibility of public services. Visions for a smart city and the future of work.

A comprehensive approach allows the potential of artificial intelligence to be fully exploited – not only in the public sector, but also in areas such as healthcare, manufacturing and retail.

Want to know more? Read it here now:

AI in administration: How AI is transforming administration

AI in the public sector – How citizens can benefit from AI in the public sector.