Artificial Intelligence-Assisted Decision-Making and Inclusive Government Services: Exploring Agency Managers' Leadership Strategies
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Abstract
Artificial Intelligence (AI) has become an emerging tool in public administration by supporting evidence-based decision-making, improving organizational efficiency, and enhancing the delivery of inclusive government services. Despite the increasing adoption of AI in governance, limited qualitative studies have explored how AI-assisted decision-making influences agency managers' leadership strategies in promoting inclusive public service delivery. This study explored how Artificial Intelligence-assisted decision-making influences agency managers' leadership strategies for inclusive government services. Guided by Transformational Leadership Theory and Evidence-Based Public Management, the study employed an exploratory qualitative research design. Eighteen (18) purposively selected agency managers and academic leaders participated in semi-structured interviews. The collected narratives were analyzed using Reflexive Thematic Analysis. The findings revealed that AI-assisted decision-making strengthens strategic planning and decision support by enabling leaders to make informed, data-driven decisions. Furthermore, Artificial Intelligence enhances stakeholder responsiveness, promotes inclusive service delivery, strengthens transparency, and supports evidence-based leadership through timely access to relevant organizational information. The study concludes that Artificial Intelligence functions as a complementary leadership resource that enhances, rather than replaces, human judgment in public administration. Integrating AI-assisted decision-making with participatory leadership, ethical governance, and transparent public service practices can strengthen inclusive governance and improve the accessibility, fairness, and effectiveness of government services for diverse communities.
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