Developing an AI-Powered Automation Framework to Streamline IT Support Tasks in Public Sector Organizations, Boosting Service Delivery and Digital Accessibility

Abstract

Public sector organizations are under growing pressure to improve IT service delivery efficiency and digital accessibility while operating within rigid governance and budgetary constraints. This study investigated the effectiveness of an AI-powered automation framework for streamlining IT support tasks in public sector organizations using a quantitative, cross-sectional research design. Data were collected from 214 respondents holding senior IT management, service desk leadership, and digital transformation roles across ministries, departments, and public agencies. Descriptive analysis showed moderate to high adoption of AI automation capabilities, with workflow automation (M = 4.02, SD = 0.59) and automated ticket handling (M = 3.95, SD = 0.62) exhibiting higher implementation levels than predictive analytics (M = 3.41, SD = 0.71). Multiple regression results indicated that AI automation capabilities were strongly associated with service delivery efficiency, with workflow automation (β = 0.41, p < .001) and automated ticket handling (β = 0.36, p < .001) emerging as significant predictors. The efficiency model explained 58% of the variance in service delivery performance (R² = 0.58). Cost efficiency outcomes showed weaker but statistically significant relationships with automation (β = 0.22, p = .003), and the cost model accounted for 46% of variance (R² = 0.46). Governance and risk management demonstrated a strong direct effect on performance (β = 0.31, p < .001) and significantly moderated the relationship between automation and cost efficiency (β = 0.19, p = .005). Reliability analysis confirmed strong internal consistency across constructs, with Cronbach’s alpha values ranging from 0.84 to 0.91. Digital accessibility indicators recorded moderate levels (M = 3.56, SD = 0.65), indicating partial integration of inclusive practices. Overall, the findings demonstrate that AI-powered automation significantly enhances IT support efficiency and service quality in public sector organizations, particularly when supported by strong governance and ITSM maturity, while accessibility outcomes require more intentional design integration.