Exploring citizens' stances on AI in public services: A social contract perspective

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. Policy Significance Statement As artificial intelligence (AI) technology evolves, it holds great potential for enhancing public service delivery. But citizen concerns underscore the need for responsibility and diligence in the public sector. To understand citizen perspectives on AI use in Norwegian public services, we examined a public welfare case and analyzed the results through a social contract theory lens. This perspective considers government-citizen relationships at multiple levels. We found three key factors driving positive citizen views of AI: (1) high government trust (macro level); (2) balancing individual and collective needs (meso level); and (3) confidence in human oversight and transparent processes, data, and model logic (microlevel). Our insights can guide policymakers in responsibly integrating AI for the benefit of both individuals and society.