VJEŠTAČKA INTELIGENCIJA KAO PODRŠKA PERSONALIZOVANOM USLUŽIVANJU U JAVNOJ UPRAVI BOSNE I HERCEGOVINE/ ARTIFICIAL INTELLIGENCE IN SUPPORT OF PERSONALIZED SERVICE DELIVERY IN THE PUBLIC ADMINISTRATION OF BOSNIA AND HERZEGOVINA

Abstract

This paper analyzes the possibilities for applying artificial intelligence (AI) in the public administration of Bosnia and Herzegovina, with a particular focus on the local level of government and the development of personalized citizen service delivery. The paper is based on the premise that AI can improve the efficiency, accessibility, and proactivity of public services only when there is a sufficiently developed digital infrastructure, well-organized data governance, interoperability, and adequate institutional capacities. The theoretical part of the paper summarizes the basic concepts of AI, machine learning, and data as the foundation for personalized services, and examines the experiences of Estonia, Denmark, as reference examples. The empirical part is based on a survey conducted in 54 municipalities and cities in Bosnia and Herzegovina, representing 32% of the total number of local self-government units. The results show that there is a strong interest at the local level in the future implementation of AI, but that the infrastructural, human resource, and strategic preconditions are insufficiently developed. Only a small number of units have a centralized data warehouse, a significant number do not even have basic IT staff, while specific AI strategies and procedures are practically absent. It is concluded that local public administration in Bosnia and Herzegovina is in the initial phase of AI maturity. Therefore, a phased approach is recommended: building a data and interoperability foundation, developing shared services and teams, and launching limited pilot solutions related to specific life situations of citizens.