Pemanfaatan Teknologi AI untuk Meningkatkan Kualitas dan Responsivitas Pelayanan Publik di Era Digital

Hari Suriadi

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Revolusi teknologi digital telah menghadirkan transformasi fundamental dalam pelayanan publik, dengan artificial intelligence (AI) sebagai katalisator utama perubahan. Kajian ini mengeksplorasi implementasi AI dalam konteks pelayanan publik, menganalisis dampak, tantangan, dan strategi optimalisasi melalui pendekatan systematic literature review (SLR). Studi ini menggunakan metode analisis konten dan tematik terhadap publikasi ilmiah, laporan pemerintah, dan dokumen kebijakan teknologi dalam rentang waktu 2014-2024. Hasil kajian mengungkapkan delapan area kunci implementasi AI dalam pelayanan publik, meliputi chatbot cerdas, otomasi pemrosesan dokumen, analisis prediktif, sistem pengenalan biometrik, manajemen keluhan, integrasi smart city, pelayanan kesehatan, dan personalisasi layanan. Implementasi AI telah menghasilkan peningkatan signifikan dalam efisiensi administratif, dengan beberapa institusi mencatat pengurangan waktu layanan dan peningkatan kepuasan masyarakat. Kajian ini juga mengidentifikasi kompleksitas tantangan implementasi AI, termasuk keterbatasan infrastruktur teknologi, keamanan data, kesenjangan kompetensi sumber daya manusia, dan kerangka regulasi yang belum komprehensif. Strategi optimalisasi yang diusulkan mencakup investasi berkelanjutan, pengembangan kapasitas SDM, manajemen perubahan, kerangka kebijakan adaptif, dan pembangunan kultur inovasi digital. Temuan menegaskan bahwa keberhasilan transformasi digital pelayanan publik melalui AI membutuhkan pendekatan holistik yang memperhatikan aspek teknologi, sosial, dan etika.


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DOI: https://doi.org/10.31869/jmi.v3i2.6069

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