AI and the public sector: examining adoption factors through the UTAUT framework

This study investigates the adoption and use of artificial intelligence (AI) in the public sector (PS), drawing on the Unified Theory of Acceptance and Use of Technology (UTAUT) framework. Using a single-case study methodology, we analyzed the perceptions of AI adoption on 30 employees in an Italian ministry through semi-structured interviews. The study shows that AI can still offer valuable support in the PS, despite limited access to data and lack of tailored training. While performance expectancy remains positive, social influence negatively impacts AI adoption, and facilitating conditions have no effect due to insufficient training and specialized models. Age serves as a moderator of social influence, with older managers showing more skepticism towards AI, likely due to the effort required to learn new technologies. Additionally, fear of AI technologies emerges as a key barrier, with many individuals expressing concerns about being replaced or feeling discomfort with the technology’s growing presence. The findings highlight the importance of proper training and adapting AI tools to the specific needs of public administrations, suggesting that the UTAUT framework can help to support governments in this transition.