THE USE OF GENERATIVE ARTIFICIAL INTELLIGENCE IN THE PUBLIC SECTOR: OPPORTUNITIES AND RISKS FOR SUSTAINABLE DIGITAL SERVICES

As digital transformation significantly impacts service delivery in the public sector today, the innovations brought about by generative artificial intelligence (GenAI) technologies are worth highlighting. In particular, large language models such as ChatGPT can be used in a wide range of  domains within public institutions, from interacting with citizens to reproducing documents and even summarizing specific content. These innovative technologies not only contribute to the transformation of service processes in the public sector, but also raise opportunities and risks for sustainable digital 
public services. The most significant advantage of GenAI-based systems is that they increase the operational efficiency of public institutions. These systems can be beneficial to public institutions in that they can take over routine tasks to a large extent, allowing human resources to be directed to more strategic areas. For example, the production of routinely prepared documents can be 
delegated to GenAI tools, allowing the unique structure of the human brain to be positioned for more creative solutions such as strategy development. In  addition to all these advantages, the integration of these technologies into the public sector also raises certain ethical and governance risks. Principles such as the accuracy of generated content, the risk of algorithmic bias, transparency/explainability, and accountability highlight the necessity of responsible use of GenAI in public services. 
The purpose of this study is to analyze the areas of application of GenAI technologies in the context of different countries such as Estonia, Singapore, Canada, and the United States, and to examine the contribution of these solutions to sustainable digital services through a holistic approach based on 
potential benefits and risks. In this study, the concept of sustainability is addressed not only in environmental terms, but also in the context of the long term functionality of public services, the continuity of public trust, and the rational management of public resources. In this context, the concept of GenAI will first be elaborated upon, taking into account the distinctions between the public and private sectors, and subsequently, the focus will be on GenAI and public services. Furthermore, the potential benefits, ethical and financial risks of GenAI in public services will be discussed; examples from international practices will be provided, and policy recommendations will be emphasized.