Exploring the Key Challenges Faced By the South African Public Sector in Adopting Artificial Intelligence

The widespread use of artificial intelligence (AI) technologies has not only streamlined internal processes of the public sector but also advanced public services to citizens globally. Although these trailblazing technologies have been valued for their enhanced efficiency and streamlined processes, they have been susceptible to challenges that hinder their full potential, particularly in developing countries like South Africa. The purpose of this study is to explore the key challenges faced by the South African public sector in adopting AI. Grounded in the interpretivist paradigm, this study employs a qualitative methodology, utilising the Preferred Reporting Items for Systematic Reviews and Meta-Analysis (PRISMA) technique to collect and synthesise data from the literature. The systematic analysis included 20 studies extracted from the Web of Science database. The findings of this study reveal that digital infrastructural deficit, digital illiteracy, policy and regulatory gaps, and ethical dilemmas are all key challenges encountered in the adoption of AI in the South African public sector. The implications of this study are relevant to deepening understanding and advising policymakers, decision-makers, and practitioners on AI challenges.

Artificial intelligence, Challenges, Public services, Public sector

1. Androniceanu, A. (2024). Artificial intelligence in administration and public management. Administratie si Management Public, 42, 99-114. [Google Scholar] [Crossref]

2. Awa, H. O., Ojiabo, O. U., & Orokor, L. E. (2017). Integrated technology-organisation-environment (TOE) taxonomies for technology adoption. Journal of Enterprise Information Management, 30(6), 893-921. [Google Scholar] [Crossref]

3. Baker, J. 2012. The technology–organisation–environment framework. Information Systems Theory: Explaining and Predicting Our Digital Society, 1: 231-245. [Google Scholar] [Crossref]

4. Baloyi, W.M. (2025). A systematic analysis of ethical and governance concerns relating to artificial intelligence adoption in the South African public sector. International Journal of Research and Innovation in Social Science, IX(IX), 3177-3190. [Google Scholar] [Crossref]

5. Baloyi, W.M., & Beyers, L.J.E. (2019). The impact of financial malpractice on service delivery: A conceptual examination of literature, in 4th Annual International Conference on Public Administration and Development Alternatives, 03–05 July, Johannesburg. [Google Scholar] [Crossref]

6. Barodi, M., & Lalaoui, S. (2025). Civil servants’ readiness for AI adoption: The role of change management in Morocco’s public sector. Problems and Perspectives in Management, 23(1), 63-75. [Google Scholar] [Crossref]

7. Bryan, J. D., & Zuva, T. (2021). A review on TAM and TOE framework progression and how these models integrate. Advances in Science, Technology and Engineering Systems Journal, 6 (3), 137-145. [Google Scholar] [Crossref]

8. Bester, J. (2024). Exploring the preparedness of South African rural municipalities in the adoption and use of artificial intelligence to improve service delivery. Journal of Public Administration and Development Alternatives, 9(1), 27-41. [Google Scholar] [Crossref]

9. Chilunjika, A. (2024). A review of the risks, challenges and benefits of using artificial intelligence (AI) technologies in public policy-making in South Africa. Social Sciences, Humanities and Education Journal, 5(3), 393-411. [Google Scholar] [Crossref]

10. Henk, A. & Henk, O. (2025). From antecedents to outcomes: A structured literature review on AI implementation in public sector organisations. Proceedings of the 58th Hawaii International Conference on System Sciences. https://doi.org/10.24251/hicss.2025.228. [Google Scholar] [Crossref]

11. Janneker, W. (2025). The role of AI in transforming healthcare in South Africa. SAMJ: South African Medical Journal, 115(5B), 66-69. [Google Scholar] [Crossref]

12. Knobloch, K., Yoon, U., & Vogt, P. M. (2011). Preferred reporting items for systematic reviews and meta-analyses (PRISMA) statement and publication bias. Journal of Cranio-Maxillofacial Surgery, 39(2), 91-92. [Google Scholar] [Crossref]

13. Madan, R., & Ashok, M. (2023). AI adoption and diffusion in public administration: A systematic literature review and future research agenda. Government Information Quarterly, 40(1), 1-18. [Google Scholar] [Crossref]

14. Mahusin, N., Sallehudin, H., & Satar, N. S. M. (2024). Malaysia’s public sector challenges of implementation of artificial intelligence (AI), in IEEE Access, vol. 12, pp. 121035-121051, https://doi.org/10.1109/access.2024.3448311. [Google Scholar] [Crossref]

15. Maleka, S., & Maidi, C. (2024). The societal implications of technological innovations and AI in South Africa. Public Sector Conference, held at Cape Town, 15 April 2024, pages 1-22. [Google Scholar] [Crossref]

16. Malope, L. J. (2025). Unlocking the potential: Exploring the influence of artificial intelligence on e-health enhancement in South Africa. Journal of Economic and Social Development (JESD)–Resilient Society, 12(1), 146-156. [Google Scholar] [Crossref]

17. Modiba, M. (2025). Adoption of artificial intelligence to enhance records management practices at the Gauteng Department of Education in South Africa. Collection and Curation, 44(1), 9-17. [Google Scholar] [Crossref]

18. Motadi, M. S. (2024). Challenges and Opportunities: The Role of Artificial Intelligence in Reinventing Public Administration in South Africa. International Journal of Public Administration in the Digital Age (IJPADA), 11(1), 1-20. [Google Scholar] [Crossref]

19. Naidoo, G. M. (2024). The potential of artificial intelligence in South African rural development. OIDA International Journal of Sustainable Development, 17(11), 207-218. [Google Scholar] [Crossref]

20. Osei, D. B. (2024). Digital infrastructure and innovation in Africa: Does human capital mediates the effect?. Telematics and Informatics, 89, 1-13. [Google Scholar] [Crossref]

21. Page, M. J., McKenzie, J. E., Bossuyt, P. M., Boutron, I., Hoffmann, T. C., Mulrow, C. D., ... & Moher, D. (2021). The PRISMA 2020 statement: An updated guideline for reporting systematic reviews. Research Methods and Reporting, 10(89), 1-11. [Google Scholar] [Crossref]

22. Saal, P. E., Chetty, K., Ntshayintshayi, N., Moosa, T., & Masuku, N. (2025). A scoping review of the integration of artificial intelligence in primary and secondary schools from 2020 to 2024: Policy implications for South Africa. Journal of Education (University of KwaZulu-Natal), 98, 62-85. [Google Scholar] [Crossref]

23. Shekgola, M., & Modiba, M. (2025). Utilising an AI chatbot to support smart digital government for Society 5.0 in South Africa. South African Journal of Information Management, 27(1), 1-10. [Google Scholar] [Crossref]

24. Sohrabi, C., Franchi, T., Mathew, G., Kerwan, A., Nicola, M., Griffin, M., ... & Agha, R. (2021). PRISMA 2020 statement: What's new and the importance of reporting guidelines. International Journal of Surgery, 88, 1-4. [Google Scholar] [Crossref]

25. The Stellenbosch University. (2025). Catalogue of AI tools in government. Policy Innovation Lab. Available at: https://policyinnovationlab.sun.ac.za/tool/catalogue-of-ai-tools-in-government/ (Accessed 20 September 2025). [Google Scholar] [Crossref]

26. Tomazevic, N., Murko, E., & Aristovnik, A. 2024. Organisational enablers of artificial intelligence adoption in public institutions: A systematic literature review. Central European Public Administration Review, 22(1), 109-138. [Google Scholar] [Crossref]

27. Tornatzky, L. G. & Fleischer, M. (1990). Processes of technological innovation. Lexington, MA: Lexington Books. [Google Scholar] [Crossref]

28. Tveita, L. J., & Hustad, E. (2025). Benefits and challenges of artificial intelligence in the public sector: A literature review. Procedia Computer Science, 256, 222-229. [Google Scholar] [Crossref]

29. Zindi, B., & Majam, T. (2024). Leadership in the Age of Digital Transformation: Building Capacities for Public Servants in South African Municipalities. Journal of Public Administration, 59(3), 379-397. [Google Scholar] [Crossref]

• The Role of Artificial Intelligence in Revolutionizing Library Services in Nairobi: Ethical Implications and Future Trends in User Interaction
• ESPYREAL: A Mobile Based Multi-Currency Identifier for Visually Impaired Individuals Using Convolutional Neural Network
• Comparative Analysis of AI-Driven IoT-Based Smart Agriculture Platforms with Blockchain-Enabled Marketplaces
• AI-Based Dish Recommender System for Reducing Fruit Waste through Spoilage Detection and Ripeness Assessment
• SEA-TALK: An AI-Powered Voice Translator and Southeast Asian Dialects Recognition