Public Sentiment Toward AI and Digitalization in Government Services: A Sentiment Analysis Approach to Assess Bureaucratic Readiness and Trust

Abstract

Given the speed at which technology is developing, public administration is about to enter a crucial transitional phase in which digitalization and artificial intelligence (AI) are being increasingly incorporated into government services. This study examines how the general public feels about digitalization, especially the use of AI in government agencies, with an emphasis on possible changes in bureaucracy and the resulting dynamics of trust. This study intends to map prevalent sentiments, both positive and negative, surrounding AI-driven reforms in public services by using sentiment analysis on a sizable dataset of public comments sourced from YouTube news videos about government digitalization and user reviews from nine priority government applications. To find the prevailing narratives and emotional tones reflected in citizen responses, the analysis looks into frequently used keywords and phrases. It also evaluates whether the sentiment trends indicate resistance, skepticism, or optimism about digitalization and AI’s potential to replace conventional administrative and public service roles. The results are used to assess how prepared government institutions are for the AI era and to suggest tactical methods for dealing with these administrative obstacles. Finally, by offering data-driven insights into public trust and expectations and suggestions for promoting openness, diversity, and flexibility in public administration, this study adds to the conversation on digital governance. Understanding public opinion is crucial to ensuring moral implementation and upholding the integrity of public service as governments increasingly use automated systems.