Facilitators and Barriers Influencing the Integration of ChatGPT-Based Models in Enhancing the Delivery of Public Services within Government Institutions in Nigeria

Abstract

Background: The integration of advanced technology and ChatGPT-type AI models in public service delivery has global significance. However, limited research exists on ChatGPT's adoption and implementation in Nigerian government institutions, which is crucial given Nigeria's unique challenges and opportunities in its pursuit of digital transformation and governance improvement.

Objectives: This study investigated the facilitators of ChatGPT-based model integration in Nigerian public institutions, investigate the obstacles impeding their deployment, and propose policy recommendations for their effective use in the public sector.

Methodology: This study employed a cross-sectional survey design to investigate the adoption of ChatGPT-based models in Nigerian government institutions. The study was conducted in Abuja, targeting IT personnel in public organizations. Purposive sampling was used to select respondents with expertise in the field. Data was collected using a structured questionnaire based on the Technology Acceptance Model (TAM) principles.

Results: The study found strong support for ChatGPT integration in Nigerian government institutions, with favorable opinions on its potential to enhance public service delivery. However, concerns included security, employee resistance, resource needs, and usability. Policy recommendations included training, data privacy regulations, clear guidelines, awareness campaigns, gradual integration, incentives, combining ChatGPT with human support, and oversight mechanisms. Significant positive correlations were observed between facilitators and intentions and between perceived barriers and intentions. Users' intentions were also positively associated with their perceptions of ChatGPT adoption in public institutions, highlighting the link between intention and perceived adoption.

Conclusion: The significance of enhancing user friendliness, public service delivery, and resolving security issues and employee resistance are highlighted by key findings. These findings provide useful information for developing evidence-based strategies that would improve ChatGPT integration and advance the provision of public services in Nigeria's government sector.

Unique Contribution: The study's unique contribution lies in its examination of ChatGPT adoption within Nigerian government institutions, shedding light on specific facilitators, barriers, and policy directions. This research offers valuable insights for developing evidence-based strategies to enhance the use of ChatGPT and improve public service provision in the Nigerian government sector.

Recommendation: Among other recommendations, it is advised that comprehensive training programmes and designed and implemented for public workers in order to ensure a smooth technological transition and effective public service delivery in Nigeria.