Negotiating Trust in Automated Public Services

This chapter examines how citizens and public administrators interpret the growing digitalisation and automation of public services, focusing on the relationship between digital government and public trust. Drawing on a mixed- methods research design, it combines survey data on citizens’ perceptions with qualitative interviews with civil servants. The findings show that citizens generally support digitalisation, particularly when it simplifies routine procedures and improves accessibility. However, attitudes toward AI- driven automation are more cautious, especially when systems are perceived as replacing human interaction. Trust does not emerge as a direct outcome of technological innovation but is shaped by citizens’ everyday experiences with public services, including usability, procedural clarity, and institutional capacity. Overall, the chapter highlights the relational foundations of trust in digitally mediated public administration.