Making AI Work for Government: Critical Success Factors Analysis Using R-SWARA

Artificial Intelligence (AI) stands at the forefront of modern technology and is extensively leveraged by the public sector to enhance management and service delivery. Despite its potential, many organizations face challenges in AI implementation, including organizational readiness, strategic vision, and leadership support, with the organization dimension being the most critical, followed by technology, process, and environment. Addressing these challenges requires a focus on organizational readiness, strategic vision, and leadership support, alongside improvements in technology, processes, and environmental factors. This study aims to quantify the Critical Success Factors (CSFs) for successful AI implementation within the Directorate General of Taxes (DGT), offering actionable insights for decision-making and resource allocation. The research utilizes the Rough Stepwise Weighted Assessment Ratio Analysis (R-SWARA) method to analyze and prioritize the CSFs for AI implementation, focusing on dimensions such as technology, organization, process, and environment. The findings highlight the importance of organizational readiness, strategic vision, and leadership support in driving successful AI integration within DGT. Organization is identified as the most critical factor, followed by technology, process, and environment. This research provides valuable insights for DGT and other public sector organizations, aiding in strategic resource allocation and AI strategy refinement to enhance operational efficiency through AI adoption.