In late 2023, a study conducted by the IBM® Institute for Business Value (IBV) highlighted the prevalent tendency of government leaders to overestimate public trust in them. The research revealed that while there is skepticism regarding new technologies such as artificial intelligence (AI), a majority of individuals support the government’s adoption of generative AI.

The survey, encompassing over 13,000 adults from nine countries, aimed to gauge public sentiment towards generative AI and its utilization by both companies and governments. Participants shared their insights on trust levels in governments and their perspectives on the adoption of generative AI for delivering public services.

These findings underscore the intricate relationship between public trust and institutional dynamics, offering crucial guidance for policymakers worldwide as they integrate generative AI on a broader scale.

An Overestimation of Public Trust: Perception Discrepancies

Trust stands as a fundamental pillar of governmental institutions. According to Cristina Caballe Fuguet, Global Government Leader at IBM Consulting, trust is pivotal for governments to effectively fulfill their responsibilities to the citizens. As governments grapple with pressing issues like climate change, public health, and the ethical integration of new technologies, fostering integrity, transparency, trust, and security has become imperative in the digital era.

A recent study by the IBV, the IBM Institute for the Business of Government, and the National Academy of Public Administration (NAPA) emphasized the essential role of collaboration, transparency, and competence in building and maintaining trust. However, current research indicates a decline in trust towards governments among the public.

Individuals expressed a diminished level of trust in federal and central governments since the onset of the pandemic. The study revealed that 39% of respondents now harbor very low or extremely low trust in their government organizations, compared to 29% before the pandemic.

Despite surveyed government leaders’ confidence in having bolstered trust within their organizations post-pandemic, there exists a perceptible gap between leaders’ perceptions and public sentiment. Bridging this divide mandates a deeper understanding of constituents’ viewpoints and aligning governmental performance with public perception.

Open and Transparent Deployment of AI: A Trust-Building Imperative

As over 60 countries, along with the EU, gear up for elections in 2024, government leaders face the challenge of ensuring technologies align with democratic values and societal well-being. David Zaharchuck, Research Director, Thought Leadership for the IBV, emphasized the need to navigate the ethical and safe assimilation of AI into societies and the global economy, a pivotal task for governments in the next quarter-century.

While many individuals harbor concerns regarding the potential drawbacks of generative AI, the study indicates a general consensus on the need for designing and deploying this technology responsibly, adhering to stringent security and regulatory standards.

Although trust in both governments and emerging technologies remains fragile, the public largely supports government utilization of generative AI for enhancing customer service. Establishing trust in AI-powered tools and citizen services poses a challenge for governments, but open and transparent AI implementation serves as the cornerstone for building credibility and capability simultaneously.

Integrated AI Governance for Reliable Solutions

As the adoption of generative AI continues to surge, ensuring citizens’ access to transparent and explainable AI workflows becomes imperative. IBM watsonx™ offers a comprehensive AI, data, and governance platform designed around principles of fairness, privacy, explainability, transparency, and robustness to foster trustworthy AI.

The launch of IBM watsonx.governance enables public sector entities to automate and oversee crucial areas, allowing for efficient management and monitoring of AI activities. This platform not only promotes transparency but also aids in risk detection and mitigation, bolstering compliance with internal AI policies and industry standards.

By proactively embracing responsible AI practices, governments can traverse the AI lifecycle effectively, providing transparent insights into data usage and model outcomes. This concerted effort not only enhances operational efficiency but also strengthens public trust in governments’ utilization of AI for societal good.

FAQs

Why is trust essential in government operations?

Trust forms the foundation of effective government functioning. It is crucial for citizens to have confidence in their government to perform duties competently and transparently.

What challenges do government leaders face in adopting generative AI?

Government leaders encounter challenges in ensuring technologies align with democratic principles, transparency, and societal welfare while deploying generative AI.

How can government agencies promote trust in AI implementation?

Governments can bolster trust by adopting open and transparent practices in AI deployment, adhering to stringent security measures and regulatory standards.