Received:
2025-11-14 | Accepted:
2026-02-22 | Published:
2026-03-30
Title
Importance of moral public service delivery in the age of artificial intelligence
Abstract
Moral public service delivery is becoming increasingly important as a strategic component of public service competence, as the public sector adopts artificial intelligence (AI), transforming the skills required for efficient governance. This paper critically examines the significance of Moral public service delivery in the AI era and its implications for the transformation of public service in South Africa. The study uses a qualitative secondary research approach to analyse current literature, policy papers, and institutional reports released between 2019 and 2025, drawing on theories of human capital and socio-technical systems. The findings demonstrate that while AI increases productivity by automating repetitive tasks, it also increases the demand for skills that are uniquely human, such as communication, emotional intelligence, ethical reasoning, flexibility and cooperative problem-solving. It has been discovered that soft skills significantly enhance service quality, foster public trust and ethical governance, promote a positive organisational culture, facilitate human-AI collaboration, and encourage creativity and lifelong learning. According to the study's findings, Moral public service delivery is essential for facilitating citizen-centred, moral and humanised public service delivery in the digital age, rather than being only supplementary qualities. As a result, it recommends that moral service delivery be incorporated into public sector competency frameworks, that training be redesigned to prioritise experiential and behavioural learning, that ethical and adaptive leadership be encouraged, and that human-centred AI implementation strategies be used. The paper notes the limitations of using secondary data and recommends further empirical research to confirm the applicability of the framework. Building a competent, creative, and people-focused public service equipped for the AI-driven future requires strengthening moral competence in public service delivery.
Keywords
moral public service delivery, Artificial Intelligence (AI), public service transformation, digital governance, public service
JEL classifications
D73
URI
http://jssidoi.org/ird/article/240
DOI
Pages
91-103
Funding
This is an open access issue and all published articles are licensed under a
Creative Commons Attribution 4.0 International License
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