The Role of Artificial Intelligence in Driving Change Management in the UAE Public Sector
DOI:
https://doi.org/10.47604/ijts.3479Keywords:
Artificial Intelligence, Change Management, Public Sector, Digital Transformation, UAE Governance, Technology AcceptanceAbstract
Purpose: This study examines how artificial intelligence (AI) technologies serve as catalysts for change management practices within the UAE public sector, focusing on their alignment with national digital transformation objectives and the unique governance framework of Gulf Cooperation Council states.
Methodology: A qualitative research design was employed to analyze AI initiatives implemented across UAE public sector organizations between 2017-2023. The study utilized semi-structured interviews with twelve senior government officials, policy makers, and AI implementation teams across federal and emirate-level institutions. Data analysis employed thematic analysis to identify patterns in AI adoption, organizational change processes, and institutional responses to technological transformation.
Findings: The research reveals that AI technologies, particularly robotic process automation (RPA), predictive analytics, and natural language processing (NLP), significantly enhance change management effectiveness through improved decision-making capabilities, streamlined operational processes, and enhanced stakeholder engagement. Successful implementation requires strategic alignment with established change management frameworks and careful consideration of cultural and regulatory factors unique to the UAE's centralized governance model. The study identified six key themes: AI-driven process automation achieving 42.6% reduction in processing times, predictive decision-making capabilities, workforce adaptation challenges, leadership alignment mechanisms, ethical governance frameworks, and inter-agency interoperability requirements.
Unique Contribution to Theory, Practice and Policy: This research develops an integrated theoretical framework combining Kotter's 8-Step Change Model with the Technology Acceptance Model (TAM) specifically adapted for AI-driven public sector transformation in non-Western governance contexts. The study provides evidence-based recommendations for optimizing AI implementation strategies in government entities while offering policy insights for developing ethical AI governance frameworks that align with UAE cultural values and regulatory requirements. The framework offers a novel approach to understanding how AI technologies reshape organizational change processes in centralized governance systems.
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Copyright (c) 2025 Omar Ali Jumah Alredaimi Alshehhi
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