The Role of Generative Artificial Intelligence Use in Street-Level Bureaucrats’ Discretion and Enforcement Styles: A Multigroup Analysis

Consider a street-level bureaucrat consulting a generative artificial intelligence (GenAI) copilot before deciding on an inspection outcome; does this interplay reshape their discretionary power, enforcement approach, and sense of professional purpose? We investigate how continuous intention to use GenAI influences enforcement styles, perceived discretion, and client meaningfulness among Omani street-level bureaucrats participating in Oman’s Vision 2040 digital reform. Integrating the technology acceptance model with street-level bureaucracy theory, we assess the direct and moderating effects of perceived usefulness (benefit) and ease of use. Artificial neural network analysis reveals nonlinear dynamics. Continuous intention to use GenAI increases legalistic, facilitative, and accommodative strategies, enhancing discretion and sense of impact. Female bureaucrats, compared with their male counterparts, experience larger gains in enforcement flexibility and professional fulfillment. Culturally attuned, intuitive, and gender-responsive AI designs that balance standardization and frontline adaptability are needed. GenAI could serve as a copilot for smarter and more equitable governance.