AI-driven public services and the privacy paradox: do citizens really care about their privacy?

Jurgen Willems, Moritz J. Schmid, Dieter Vanderelst, Dominik Vogel and Falk Ebinger

Public Management Review, 2023, vol. 25, issue 11, 2116-2134

Abstract: Based on privacy calculus theory, we derive hypotheses on the role of perceived usefulness and privacy risks of artificial intelligence (AI) in public services. In a representative vignette experiment (n = 1,048), we asked citizens whether they would download a mobile app to interact in an AI-driven public service. Despite general concerns about privacy, we find that citizens are not susceptible to the amount of personal information they must share, nor to a more anthropomorphic interface. Our results confirm the privacy paradox, which we frame in the literature on the government’s role to safeguard ethical principles, including citizens’ privacy.

Date: 2023
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DOI: 10.1080/14719037.2022.2063934

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