Beyond Adoption

Generative Artificial Intelligence (GenAI) tools, such as chatbots, are increasingly reshaping administrative operations to automate tasks and enhance public service delivery. Yet, little is known about how individual public officials actually use these tools beyond their formal adoption at the organizational level. Leveraging survey data from South Korean public officials, this study examines the conditions shaping post-adoption use of GenAI chatbots. Logistic regression analysis reveals that the perceived importance of chatbot technology, trust in GenAI-generated responses, and a supportive organizational culture significantly increase the likelihood of chatbot use in governmental work. Operational concerns related to data privacy and security alone do not predict GenAI chatbot use but attenuate the positive effect of trust on actual use, while supportive cultures amplify it. These findings highlight the interplay between individual perceptions and organizational contexts, offering practical insights into the conditions under which GenAI tools can be effectively integrated into the public sector.

Chatbot · Perception · Public service · Public Service Motivation · AI in Service Interactions · E-Government and Public Services · Ethics and Social Impacts of AI

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