A Critical Analysis of Artificial Intelligence and Service Delivery in South Africa: Exploring Opportunities and Obstacles

Abstract

The ever-growing use of artificial intelligence (AI) technologies has enormously transformed global public services. Even though these cutting-edge technologies have been applauded for their improved operational efficiency, streamlined processes, and enhanced productivity, they have been prone to issues, such as ethical concerns and regulatory frameworks, which usually hinder their full realization. The primary objective of this paper is to critically probe the nexus between AI and service delivery in South Africa. Underpinned by a constructivist philosophy, this paper employs a qualitative approach, utilizing the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) as the methodological choice. The findings reveal that, despite strides to revolutionize service delivery through AI-enabled technologies, South Africa still lags in realizing the full benefits AI offers. By implication, impediments such as infrastructural deficit, ethical issues (e.g., data privacy, security, and accountability), and the regulatory framework appear to be stumbling blocks to AI. This paper advocates for the urgent development and implementation of legislative and regulatory frameworks governing AI to thrive in the increasingly turbulent and erratic digital landscape. Policymakers, practitioners and decision-makers can find the impact of this paper fundamental to the formulation of AI policy and strategy. The paper contributes to academic discourse by developing a conceptual model derived from the findings.