The benefits of artificial intelligence for enhancing the quality and efficiency of service delivery in South Africa

Abstract

The paper highlights the benefits of artificial intelligence for enhancing the quality and efficiency of social and municipal service delivery in South Africa. South African municipalities and Government Departments render routine municipal and social services to the South African population on a regular basis. Artificial intelligence methods and applications are used extensively for rendering reliable, efficient and affordable municipal and social services to residents and ratepayers of municipalities as well as business enterprises in the world’s developed economies. The effective use of artificial intelligence at municipal level requires the installation and maintenance of digital infrastructure as well as the provision of skills-based training to public servants on a regular basis. The use of such methods greatly simplifies the task of resolving service related queries from customers. It is also highly valuable for ensuring compliance with good corporate governance, ethical leadership and accountability at municipal level. Artificial intelligence processes and applications have been adopted and used successfully in the USA, United Kingdom, China, Singapore, India, Japan, Germany and South Korea for ensuring efficiency and affordability of municipal and social services. The paper draws valuable lessons from developed economies in which artificial intelligence methods and applications are used effectively and points out implications that are relevant to South African municipalities and Government Departments.