1.1 Introduction
Artificial Intelligence (AI) is defined as the branch of computer science that focuses on the creation of systems capable of performing tasks that typically require human intelligence, including reasoning, learning, problem-solving, decision-making, and natural language processing (Russell & Norvig, 2021). Over the past decade, AI has evolved from a niche technological innovation to a critical tool for enhancing efficiency, accuracy, and responsiveness across various sectors, including healthcare, finance, education, and governance (OECD, 2021). In the context of public service delivery, AI is increasingly leveraged to streamline processes, improve accessibility, reduce operational costs, and enhance the overall citizen experience (World Bank, 2020).
Public service delivery in Nigeria continues to face challenges such as bureaucratic inefficiencies, limited transparency, delays in service provision, and uneven access, particularly in rural and underserved areas (NITDA, 2023). As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are significance of the study, scope of work, research hypothesis and questions, limitation of the study and definition of terms.
1.2 Background of Study
Historically, Artificial Intelligence (AI) adoption in public service delivery is closely tied to the broader evolution of AI as a technological discipline and its increasing application in organizational management. According to Russell and Norvig (2021), AI originated in the mid-20th century as an academic and experimental field, with early developments focusing on problem-solving algorithms and symbolic reasoning. Over the decades, AI technologies have evolved from basic rule-based systems to sophisticated machine learning models, natural language processing, and intelligent automation capable of transforming decision-making and service delivery processes.
In the context of public service delivery, the integration of AI emerged as governments sought to improve efficiency, reduce human error, and enhance responsiveness to citizens' needs. OECD (2021) reported that AI adoption in public sector institutions gained significant momentum in the early 21st century, particularly in developed countries, where technologies such as chatbots, automated document processing, and predictive analytics became tools to streamline service provision and optimize resource allocation. Researchers have affirmed that the growing availability of big data, cloud computing, and advanced algorithms facilitated the shift from traditional bureaucratic systems to AI-supported governance models, enabling faster decision-making and improved transparency in public operations (World Bank, 2020).
Artificial Intelligence (AI) has emerged as a transformative technology with the capacity to revolutionize service delivery in both private and public sectors. According to Russell and Norvig (2021), AI encompasses systems capable of performing tasks that require human-like intelligence, such as learning, reasoning, decision-making, and problem-solving. Its application in public service delivery is increasingly recognized as a mechanism to enhance efficiency, accountability, and citizen satisfaction. Reported that AI technologies, including machine learning algorithms, chatbots, and predictive analytics, are being deployed worldwide to optimize workflow, reduce bureaucratic bottlenecks, and facilitate data-driven policy-making (OECD, 2021).
In Nigeria, public service delivery faces persistent challenges characterized by delays, inefficiencies, inadequate resource management, and inequitable access to services (NITDA, 2023). Scholars have asserted that these challenges hinder the government's ability to meet citizens' expectations and weaken public trust in institutional processes. It is within this context that AI adoption becomes critical, offering solutions that can automate routine administrative tasks, enhance decision-making, and enable real-time monitoring of service delivery outcomes (World Bank, 2020).
MTN Nigeria, as a leading telecommunications provider in the country, has increasingly integrated AI into its operational processes to improve efficiency, customer engagement, and service quality. Several studies have affirmed that AI-driven innovations in telecom companies, such as predictive maintenance, intelligent customer support, and network optimization, have indirect but significant implications for public service delivery, particularly in sectors that rely on digital platforms for citizen interaction (OECD, 2021; World Bank, 2020). Furthermore, researchers contend that private-sector AI adoption can serve as a model for public institutions, highlighting opportunities for collaboration, knowledge transfer, and scaling AI-driven solutions across public services (Russell & Norvig, 2021). This study is set against the backdrop of a need to explore the relevance of AI adoption in public service delivery.
1.3 Statement of Problems
Investigation revealed that the increasing integration of Artificial Intelligence-driven solutions within MTN Nigeria's operations suggests that AI adoption is not only transforming private sector efficiency but is also influencing how public services are designed, accessed, and delivered. Using Artificial Intelligence for data analytics, customer interaction, network optimization, and service personalization is reshaping service delivery ecosystems that interface directly with public institutions and citizens.
Additionally, the absence of context-specific studies focusing on MTN Nigeria as a case study creates a knowledge gap regarding how Artificial Intelligence adoption is shaping service delivery models that support public sector functions.
Furthermore, policy and institutional frameworks guiding Artificial Intelligence adoption in Nigeria are still evolving, with concerns around data governance, ethical use, skills gaps, and organizational readiness affecting effective implementation (NITDA, 2023). While Artificial Intelligence adoption is often promoted as a transformative solution, its relevance to public service delivery depends on contextual factors such as infrastructure reliability, regulatory alignment, inter-organizational collaboration, and user trust. It is against this backdrop that this study seeks to examine the relevance of Artificial Intelligence (AI) adoption in enhancing public service delivery.
1.4 Aim and Objectives of Study
The aim of this study is to investigate the relevance of Artificial Intelligence adoption in improving public service delivery in Nigeria, using MTN Nigeria as a case study. In achieving this aim, the following specific objectives were laid out as follows:
- To assess the impact of AI adoption on the efficiency of public service delivery.
- To evaluate the role of AI in enhancing accessibility and citizen satisfaction in public services.
- To identify the challenges associated with integrating AI technologies into public service systems.
- To provide recommendations for optimizing AI adoption in public service delivery.
1.5 Research Questions
The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:
- How does AI adoption impact the efficiency of public service delivery in Nigeria?
- In what ways does AI improve accessibility and citizen satisfaction in public services?
- What are the challenges associated with integrating AI technologies into public service delivery systems?
- What strategies can be implemented to optimize the relevance of AI adoption in public services?
1.6 Research Hypothesis
In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.
- H0: AI adoption has no significant impact on the efficiency and effectiveness of public service delivery in Nigeria.
- H1: AI adoption significantly improves the efficiency and effectiveness of public service delivery in Nigeria.
1.7 Significance of Study
It is believed that at the completion of the study, the findings will inform policymakers, managers, and technology developers about the best strategies for integrating AI into public sector operations to address existing service delivery challenges. Also, the findings will show how AI initiatives can support broader public service goals and improve corporate social responsibility outcomes.
Furthermore, the study will inform developers on designing AI solutions that are contextually relevant and address real public service challenges.
Lastly, the research will contribute to the scholarly knowledge on AI adoption in the Nigerian public sector.
1.8 Scope of Study
The scope of the research is focused on the relevance of AI adoption in public service delivery in Nigeria, using MTN Nigeria as a case study.
The research will concentrate on the company's AI-driven solutions that interface with public sector functions such as mobile health, e-governance, and citizen service platforms. The study is geographically limited to operational regions in Lagos State, where MTN Nigeria has significant infrastructure and service coverage.
1.9 Limitations of the Study
During the course of this study, there were some problems encountered which stood as limitations to the research work. Some of the limitations include:
- Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
- Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
- Initial Cooperation Delay from Respondents: A particular limitation of this work came as a result of the respondent refusal to offer their cooperation at the initial time they were contacted. This contributed in making the success of this research study difficult.
1.10 Definition of Terms
Artificial Intelligence (AI):
AI is defined as a branch of computer science that enables machines to simulate human intelligence, performing tasks such as learning, reasoning, and problem-solving (Russell & Norvig, 2021). In the context of this study, AI refers to technologies implemented by MTN Nigeria to optimize service delivery processes.
Public Service Delivery:
Public service delivery is the process through which government institutions provide essential services to citizens, including health, education, utilities, and administrative support (World Bank, 2020). The study examines how AI enhances the efficiency, accessibility, and quality of these services.
Efficiency:
Efficiency refers to the ability of a system to achieve desired outcomes with minimal waste of resources, time, or effort (OECD, 2021). In this study, efficiency relates to how AI reduces delays and optimizes public service processes.
Citizen Satisfaction:
Citizen satisfaction measures the perception of individuals regarding the quality, responsiveness, and reliability of public services (World Bank, 2020).
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