Artificial intelligence in public administration: how the emotional intelligence of civil servants influences its effective implementation
Artificial intelligence in public administration: how the emotional intelligence of civil servants influences its effective implementation

Summary/Abstract: This study explores the influence of public servants’ emotional intelligence (EI)on the effectiveness of artificial intelligence (AI) implementation in public administration.As governments increasingly adopt AI to streamline administrative processes, the human factor—particularly emotional and cognitive adaptability—emerges as a critical determinant of success. A nationwide survey of 150 Ukrainian civil servants was conducted, employing the Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT) to assess EI levels.Additional instruments measured digital competencies, attitudes toward AI, perceived risks,and training needs. A regression model was developed to quantify the impact of emotional and professional variables on AI implementation outcomes. The findings reveal that high EI,when combined with strong digital skills, significantly enhances adaptability, fosters trust inAI systems, and improves the overall effectiveness of digital transformation. In contrast,technical proficiency alone does not guarantee successful implementation if accompanied by emotional rigidity or resistance to change. Key barriers identified include unequal digital literacy, skepticism toward automated decision-making, and insufficient managerial support.The study’s novelty lies in formalizing the EI–AI relationship through a predictive model that integrates emotional, cognitive, and behavioral dimensions. It also introduces a composite index of AI implementation effectiveness, grounded in both subjective perceptions and observable behaviors. Practical recommendations emphasize the need for integrated training programs that simultaneously develop emotional and technical competencies. These findings underscore the importance of a human-centered approach to digital governance,where emotional intelligence is not a peripheral trait but a strategic asset in managing technological change and enhancing public sector resilience.

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