Department of Information Systems, University of Agder, 4630 Kristiansand, Norway
Charlotte Husom Grøder
Department of Computer Science, Norwegian University of Science and Technology, 7491 Trondheim, Norway
Elena Parmiggiani
Department of Computer Science, Norwegian University of Science and Technology, 7491 Trondheim, Norway Sintef Nord AS, 9008 Tromsø, Norway
Ilias Pappas
Department of Information Systems, University of Agder, 4630 Kristiansand, Norway Department of Computer Science, Norwegian University of Science and Technology, 7491 Trondheim, Norway
Polyxeni Vassilakopoulou
Department of Information Systems, University of Agder, 4630 Kristiansand, Norway
This paper explores citizens’ stances toward the use of artificial intelligence (AI) in public services in Norway. Utilizing a social contract perspective, the study analyzes the government–citizen relationship at macro, meso, and micro levels. A prototype of an AI-enabled public welfare service was designed and presented to 20 participants who were interviewed to investigate their stances on the described AI use. We found a generally positive attitude and identified three factors contributing to this: (a) the high level of trust in government (macro level); (b) the balanced value proposition between individual and collective needs (meso level); and (c) the reassurance provided by having humans in the loop and providing transparency into processes, data, and model’s logic (microlevel). The findings provide valuable insights into citizens’ stances for socially responsible AI in public services. These insights can inform policy and guide the design and implementation of AI systems in the public sector by foregrounding the government–citizen relationship.
