Artificial Intelligence for Strengthening Administrative and Support Services in Public Sector Amid COVID-19: Challenges and Opportunities in Pakistan

Sumra, K. B.; Alam, M.; Aftab, R.

The public sector establishments are increasingly interested in using artificial intelligence (AI) data science and capabilities to engender administratively and support services. The AI is identified for deepening the scientific knowledge in administration, support services, and addressing public queries. Other than the private sector, public services focus on the advancement of technology through AI’s arrangement. Correspondingly, this chapter strives to view artificial intelligence within governance domains while intervening in public services and localities during COVID-19. It considers the factors that the study endorses with opportunities and challenges that disclose the prospects in the current scenario. The study aims to highlight AI’s use in governance and support services through the online survey from the local departments and administrative service providers. The scope addressed in the study included the key state divisions, trailed by the National Health and Services, Science and Technology, Relief and Welfare departments, along with the key stakeholders in localities. The study examines the facilitative governance, shared objectives, imparting information, communication, socializing, AI expertise, and decision making over coronavirus governance. The results reflect a comprehensive strategy through artificial intelligence application to minimize the devastation caused by a coronavirus. It also invites public and private parties to support the Government in technological affairs of governing the crisis of COVID-19. The research contributed to further investigation in the tools that can better the state government services towards the ordinary citizen of Pakistan. Significant future implications are noted because of the challenges and opportunities received and incorporated in the study. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.