Ethical Aspects of AI-use in Social Services: A Qualitative Study Based on Civil Servants’ Perspectives

Sammanfattning

This bachelor’s thesis explores the ethical challenges associated with the use of Artificial Intelligence (AI) in municipal social services in the Skåne region of Sweden. As AI technologies are increasingly adopted to improve efficiency and support decision-making, it is important to understand how ethical principles are upheld in practice. The study aimed to identify these challenges and examine how they are recognized, interpreted, and managed by municipal civil servants. Using a qualitative approach, data were collected through interviews with five civil servants and analysed thematically. The findings revealed six key ethical considerations: fairness and equity, bias and non-discrimination, transparency and explainability, accountability and professional responsibility, human oversight, and the importance of avoiding harm while maximizing welfare. The limitations of AI in addressing individual needs, the risk of reinforcing societal biases, and the need for human judgment in decision-making was emphasized. AI was seen as a useful tool, but one that must remain subordinate to professional expertise. Based on these insights, the bachelor’s thesis offers practical suggestions to mitigate ethical challenges, including ethical AI training for municipal staff, clear guidelines and protocols for AI use, human oversight at all decision points, transparency and explainability from technology providers, and engaging civil servants in the design and ongoing development of AI-powered systems.