Achieving excellence in business practices through artificial intelligence: a case study of the Dubai public sector Online publication date: Fri, 23-Aug-2024
by Mounir M. El Khatib; Gouher Ahmed
International Journal of Public Sector Performance Management (IJPSPM), Vol. 14, No. 2, 2024
Abstract: Artificial intelligence (AI) is all over the globe seen as a means of smooth running of business and increasing operational efficiency and excellence of business organisations with least human interference. For example, robots may do better jobs and perform well than humans, and give better customer satisfaction. Government enterprises should also benefit from AI. Hence, this paper is an investigation of the impact of the recourse to AI or Intelligent machines on operational excellence in three public sector enterprises of the government of Dubai, namely, RTA, DEWA and DM in terms of costs, revenue, service delivery, grievance redressal, transaction time, and customer satisfaction. Significant improvements had come across in terms of all these operational excellence parameters in the sampled Dubai Government entities. Based on these results, extension of AI to all prime government organisations and services is suggested, through any employee re-allocation needed.
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