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Trustworthy AI in the public sector: An empirical analysis of a Swedish labor market decision-support system

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  • Berman, Alexander
  • de Fine Licht, Karl
  • Carlsson, Vanja

Abstract

This paper investigates the deployment of Artificial Intelligence (AI) in the Swedish Public Employment Service (PES), focusing on the concept of trustworthy AI in public decision-making. Despite Sweden's advanced digitalization efforts and the widespread application of AI in the public sector, our study reveals significant gaps between theoretical ambitions and practical outcomes, particularly in the context of AI's trustworthiness. We employ a robust theoretical framework comprising Institutional Theory, the Resource-Based View (RBV), and Ambidexterity Theory, to analyze the challenges and discrepancies in AI implementation within PES.

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  • Berman, Alexander & de Fine Licht, Karl & Carlsson, Vanja, 2024. "Trustworthy AI in the public sector: An empirical analysis of a Swedish labor market decision-support system," Technology in Society, Elsevier, vol. 76(C).
    • Handle: RePEc:eee:teinso:v:76:y:2024:i:c:s0160791x24000198
    DOI: 10.1016/j.techsoc.2024.102471
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    References listed on IDEAS

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    1. Sam Desiere & Kristine Langenbucher & Ludo Struyven, 2019. "Statistical profiling in public employment services: An international comparison," OECD Social, Employment and Migration Working Papers 224, OECD Publishing.
    2. Di Vaio, Assunta & Hassan, Rohail & Alavoine, Claude, 2022. "Data intelligence and analytics: A bibliometric analysis of human–Artificial intelligence in public sector decision-making effectiveness," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    3. Chowdhury, Soumyadeb & Budhwar, Pawan & Dey, Prasanta Kumar & Joel-Edgar, Sian & Abadie, Amelie, 2022. "AI-employee collaboration and business performance: Integrating knowledge-based view, socio-technical systems and organisational socialisation framework," Journal of Business Research, Elsevier, vol. 144(C), pages 31-49.
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    9. Rodica Pripoaie & George-Cristian Schin & Andreea-Elena Matic, 2024. "Post-Pandemic Exploratory Analysis of the Romanian Public Administration Digitalization Level in Comparison to the Most Digitally Developed States of the European Union," Sustainability, MDPI, vol. 16(11), pages 1-25, May.
    10. Méndez-Suárez, Mariano & Ćukušić, Maja & Ninčević-Pašalić, Ivana, 2026. "AI FoMO (fear of missing out) in the workplace," Technology in Society, Elsevier, vol. 84(C).
    11. Tirulo, Aschalew & Yadav, Monika & Lolamo, Mathewos & Chauhan, Siddhartha & Siano, Pierluigi & Shafie-khah, Miadreza, 2026. "Beyond automation: Unveiling the potential of agentic intelligence," Renewable and Sustainable Energy Reviews, Elsevier, vol. 226(PA).
    12. Agbabiaka, Olusegun & Ojo, Adegboyega & Connolly, Niall, 2025. "Requirements for trustworthy AI-enabled automated decision-making in the public sector: A systematic review," Technological Forecasting and Social Change, Elsevier, vol. 215(C).

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