Artificial intelligence (AI) is a key driver of digital transformation in the public sector. In Thailand, national initiatives led by the Electronic Transactions Development Agency (ETDA) promote the use of AI and Generative AI (GenAI) in government services while emphasising responsible and well-governed adoption. This study investigates how Thai government managers and operational officers are beginning to use GenAI, what roles they expect it to play in their work, and what obstacles and concerns they perceive in relation to responsible AI use.

A descriptive survey design was employed. Two online questionnaires were administered to participants in GenAI training programmes for public servants. The sample comprised 52 early-career managers and 35 operational officers (N = 87). Closed items captured GenAI tool usage and expected roles, while open-ended items explored perceived benefits, barriers, and ethical concerns. Data were analysed using descriptive statistics and qualitative content analysis. Most respondents reported using ChatGPT and other GenAI tools for administrative and document tasks, information retrieval and synthesis, drafting official letters and reports, preparing research outputs, and creating presentation materials. Managers primarily expected GenAI to support administration and planning, whereas officers emphasised reducing repetitive work and supporting research and communication. Major concerns included data reliability, ethical and citation issues, Thai-language limitations, subscription costs, and uneven AI literacy and infrastructure within organisations.

Thai government personnel are already forming an "AI-augmented workforce", but successful and responsible GenAI adoption requires clearer organisational policies, targeted capacity-building programmes, and investments in trustworthy tools and infrastructure aligned with emerging AI governance frameworks.

Authors:
Puripat Charnkit, Sukhothai Thammathirat Open University, Thailand
Thanathnuth Chatpakkarattana, Sukhothai Thammathirat Open University, Thailand

About the Presenter(s)
Puripat Charnkit is currently an Assistant Professor in School of Management Science, Sukhothai Thammathirat Open University, Thailand.

See this presentation on the full schedule – Tuesday Schedule

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