Chapter 5: Advancing Social Equity in Public Services: The Role of Artificial Intelligence

Artificial Intelligence (AI) has the potential to improve public administration and decision-making processes, as well as to solve problems in critical sectors. However, the use of AI also carries risks that must be addressed to uphold democratic values and human rights, with the protection of human dignity and privacy being particularly important. The adoption of AI solutions in public services can enhance the quality of services, generate savings, and offer greater guarantees to citizens. AI can also promote principles such as equality, equal treatment, and non-discrimination, as it allows for the provision of personalized services and can help break down societal divides. Nevertheless, the customization of public services through AI raises concerns about social equity, requiring ensuring that this principle is not undermined. This study aims to identify the risks and factors related to AI that can negatively affect public service provision and compliance with non-discrimination and social equity principles. The study also aims to identify tools that not only avoid discrimination but also promote diversity as a source of richness for society.