In today's rapidly changing world, where artificial intelligence is becoming a key driver of technological progress, the public sector is faced with the challenge of effectively implementing these advanced solutions to enhance its services and processes. The thesis aims to contribute to a better understanding of the implementations of artificial intelligence in the public sector using the example of a selected institution. The aim of the thesis was to examine how artificial intelligence is changing the operations of the selected institution and what are the effects of these changes on the efficiency and quality of services.
The theoretical part of the thesis introduces the key concepts of artificial intelligence, the types of artificial intelligence used in business environment, as well as the benefits and challenges of introducing artificial intelligence into businesss. Furthermore, the thesis presents some examples of the use of artificial intelligence in public administration in other countries, along with its significance and status in the Slovenian public administration. The empirical part of the thesis is based on a survey and a short interview, which were conducted among employees of the selected institution, the Pension and Disability Insurance Institute of Slovenia. We were interested in employees' understanding and attitudes towards the introduction of artificial intelligence-based applications into their business operations.
The survey results showed that understanding among employees varies, with most rating their knowledge as average. The majority of employees feel that the institution is only partially adapting to new artificial intelligence trends; they are willing to use new AI-supported applications, but their confidence in the reliability and security of these applications is moderate. The results have practical implications for the selected public institution and other organizations considering the implementation of artificial intelligence in their operations.
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