“…The common agreement between scholars is that automation using AI is only appropriate for repetitive and low discretionary tasks (Ahmad, Najm-ul-Islam, & Ahmed, 2017;. Gesk & Leyer, 2022's analysis shows citizen disposition towards humans for delivery of specific public services while the acceptance of AI for general services is inhibited by "fear of failure" (p. 8) reflecting citizen's perception of AI's inability to handle exceptions.…”