Trust in Public Sector AI : The Case of Finland’s Aurora National Programme

This chapter explores the relationship between trust and public-sector AI. It examines the implications for trust of an AI program, AuroraAI, established by the Government of Finland that aimed to improve citizen centricity of public services. The chapter reviews the program’s possible public benefits, risks, and ethical dilemmas and finds that the design of citizen-centric services with the help of AI-enhanced data analytics is likely to result in cost reduction, better service experience, and improved effectiveness. Yet, these benefits are accompanied by public risks and ethical dilemmas that are characteristic of AI and require further examination.