EFFECTS OF ARTIFICIAL INTELLIGENCE ADOPTION ON PRODUCTIVITY AND SERVICE DELIVERY IN RWANDA’S PUBLIC SECTOR.

Abstract

Artificial Intelligence (AI) is increasingly transforming public sector governance by enhancing operational efficiency, decision-making, and the quality-of-service delivery. This study examines the effects of AI adoption on productivity and service delivery in Rwanda’s public sector, using a mixed-methods approach that combines survey data from 76 managerial-level staff and secondary evidence. Anchored in the Technology Acceptance Model (TAM), Diffusion of Innovation Theory (DOI), and New Public Management (NPM), the study investigates both technological and organizational determinants of AI adoption. Descriptive results indicate that AI systems are widely used (M = 4.03, SD = 0.98) and supported by institutions (M = 3.99, SD = 0.90), contributing to increased work output (M = 3.88, SD = 0.91) and faster task completion (M = 3.84, SD = 0.94). Regression analyses reveal that AI adoption significantly enhances productivity (β = 0.61, p < 0.01) and service delivery (β = 0.57, p < 0.01), with infrastructure adequacy and digital skills acting as significant moderating factors. Despite these benefits, challenges such as skills gaps, infrastructure limitations, resistance to change, high implementation costs, and data privacy concerns constrain AI’s full potential. The study contributes empirical evidence from a developing country context, providing insights for policymakers and public sector managers on leveraging AI to improve efficiency, transparency, and citizen-centered service delivery.