Strategies to Improve the Quality of Public Services with Artificial Intelligence (AI) in Indonesia

Abstract

The objectives of this study are: first, the extent of Improving the Quality of Public Services with Artificial Intelligence (AI) in Indonesia, and second, what strategies can be used to Improve the Quality of Public Services with Artificial Intelligence (AI) in Indonesia. The method used in this study is qualitative, the qualitative method is the method used by the researcher by using sentences to describe the results of the research through writing, the data used consists of primary and secondary data, Techniques for determining Informants with snowbal Sampling, Informants in this study are designers of public service studies based on artificial intelligence in Indonesia, data is collected through Observation,  Interviews, FGDs and Documentation, Data analysis in this study uses data condensation data collection techniques, data presentation, verification and conclusion Triangulation of sources is used to obtain data validity, as well as the use of Analytical Techniques (SWOT) to find and determine the right strategy in improving the quality of public services with Artificial Intelligence (AI). The results of the first study show that One Dimension of Tangibel (AI) modernizes facilities, speeds up and simplifies services and facilitates real-time performance monitoring by about 20-30%. Second, it confirms that (AI) improves officer morale, ensures the proper and efficient use of tools and speeds up slow administrative processes by about 40%. Third, Responsiveness (Ai) accelerates the recognition of customer needs, automates processes, reduces procedural errors, and speeds up responses to service complaints by about 30-50%. Fourth, Assurance Use (AI) improves service time accuracy, ensures accommodation transparency, increases public trust by 20-30%. Fifth, Empathy, Service Usage (AI) helps determine service priorities, improves friendliness and courtesy, ensures fair service, and gives customer appreciation around an increase of about 20-30%. The results of the second study which is the Main Findings of the SWOT Analysis) that Effective Strategies in Improving the Quality of Public Services in Indonesia based on the results of analysis, weighting, assessment and summation that the Defensive Strategy is considered appropriate, namely by optimizing the Efficiency and Innovation of Services with the Use of More Personal and Responsive (AI), expanding accessibility and improving digital skills through officer training, and maintaining transparency and security.  The belief that the quality of public services using (AI) is very appropriate and an effective strategy is a defensive strategy that is in the position of Quadrant III.