Ask an Expert: How can AI improve government decisions without losing public trust?

ALBANY, N.Y (Aug.25, 2026) — Mila Gascó-Hernandez, research director at the Center for Technology in Government and an associate professor in the Department of Public Administration and Policy at Rockefeller College, is an expert in how governments use technology to work better and serve people.

She answers today’s question: How can AI improve government decisions without losing public trust?

Gascó-Hernandez: The short answer is that governments can build trust by being transparent and clearly communicating how AI is used in decision-making processes. However, this answer is overly simplistic and not always sufficient. During my recent attendance at the American Society of Public Administration (ASPA) conference, I participated in several discussions on this topic. Emerging research suggests that citizens are generally not concerned about the use of AI in government when it improves public services and leads to better outcomes. However, trust can be undermined when AI-informed decisions negatively affect individuals. 

Headshot of Mila Gascó-Hernandez.
Mila Gascó-Hernandez, research director at the Center for Technology in Government and an associate professor in the Department of Public Administration and Policy.

In such cases, simply disclosing that AI is being used may not be enough to mitigate distrust or reassure citizens that decisions are fair and just. I argue that governments must go further by ensuring that AI systems are understandable, meaning citizens can grasp, at a basic level, what AI is and how it is being used, and that decisions are explainable, meaning government staff can clearly justify outcomes produced or supported by AI systems.

In addition, meaningful collaboration with citizens is essential. In recent years, international and governmental organizations have developed ethical governance frameworks for AI, many of which emphasize the importance of including stakeholders from across sectors and disciplines. While industry and academia are already actively involved, citizen participation remains limited. Yet research consistently shows that co-production and collaborative governance can strengthen public trust in government.

I therefore argue that participatory approaches should be more fully integrated into AI governance in the public sector. Doing so would help governments harness the benefits of AI while maintaining, and potentially strengthening, citizens’ trust. 

 

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