AI Adoption and Capability Gaps in Swiss Public Administration

Authors

Claudia Pedron
OST – Eastern Switzerland University of Applied Sciences, Institute for Information and Process Management (IPM)
Hans-Dieter Zimmermann
OST – Eastern Switzerland University of Applied Sciences, Institute for Information and Process Management (IPM)
Matthias Baldauf
OST – Eastern Switzerland University of Applied Sciences, Institute for Information and Process Management (IPM)
DOI: https://doi.org/10.18690/um.fov.4.2026.9

Synopsis

Artificial intelligence (AI) is widely regarded as an important technology in public administration, yet empirical evidence on the conditions that shape broader AI adoption remains limited. This paper examines digitalization, AI adoption, and implementation barriers across Swiss municipalities with populations of at least 10,000 and cantonal administrations in German-speaking Switzerland. The analysis is based on a 2025 anonymous survey, with one respondent per organization responsible for digitalization and/or AI-related initiatives. The study covers internal administrative processes and externally oriented administrative services, distinguishing between non-AI digital systems and AI-related applications. The findings suggest that digitalization is often comparatively advanced, while AI adoption remains concentrated in assistive applications and is still limited in analytical and decision-adjacent forms. Reported barriers include legal uncertainty, limited expertise, resource constraints, and fragmented responsibilities. The results indicate that broader AI adoption is driven not only by the availability of technology, but also by organizational and governance-related conditions.

Author Biographies

Claudia Pedron, OST – Eastern Switzerland University of Applied Sciences, Institute for Information and Process Management (IPM)

Claudia Pedron is Professor of Business Information Systems at the Institute for Information and Process Management (IPM), OST – Eastern Switzerland University of Applied Sciences, St. Gallen, Switzerland. She has extensive experience in business process management, process automation, IT and management systems, and digitalization. She has acquired and led numerous research and service projects in process management, digital transformation, real estate technology, and decision-support systems. She holds a Ph.D. from ETH Zurich and an Executive Master in Business Engineering from the University of St. Gallen. Her publications address process-oriented decision support, digital services, e-health, and technology-supported management systems.

St. Gallen, Switzerland. E-mail: claudia.pedron@ost.ch

Hans-Dieter Zimmermann, OST – Eastern Switzerland University of Applied Sciences, Institute for Information and Process Management (IPM)

Hans-Dieter Zimmermann is a senior lecturer of information systems at the University of Applied Sciences Eastern Switzerland (OST)'s School of Management in St. Gallen. He earned his doctoral degree from the University of St. Gallen (HSG) with a dissertation on the information society and holds a degree in business administration from the University of Erlangen-Nuremberg.


Dr. Zimmermann's research focuses on the ways in which digitalization transforms communication and interaction across societies, markets, and organizations. His areas of expertise include electronic markets and platforms, digital business, digital democracy, and smart cities. He also serves as co-editor of the scientific journal Electronic Markets: The International Journal on Networked Business.

St. Gallen, Switzerland. E-mail: hansdieter.zimmermann@ost.ch

Matthias Baldauf, OST – Eastern Switzerland University of Applied Sciences, Institute for Information and Process Management (IPM)

Matthias Baldauf is Professor of Business Informatics with a focus on Human-Computer Interaction at the Institute for Information and Process Management (IPM), OST – Eastern Switzerland University of Applied Sciences, St. Gallen, Switzerland. His research interests include human-centered AI, human-AI collaboration, and smart government. He has published his work in peer-reviewed journals and at leading international conferences and regularly serves as a reviewer for renowned academic journals and conferences. He holds a Ph.D. in Computer Science and an MSc in Software Engineering from TU Wien.

St. Gallen, Switzerland. E-mail: matthias.baldauf@ost.ch

Volume

39th Bled eConference: Co-Creating Human-Centred and Responsible Digital Futures; Conference Proceedings

Pages

143-162

Published

June 5, 2026

Series

Bled eConference

Categories

Copyright (c) 2026 University of Maribor, University of Maribor Press

License

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Pedron, C., Zimmermann, H.-D., & Baldauf, M. (2026). AI Adoption and Capability Gaps in Swiss Public Administration. In D. Vidmar, A. Pucihar, M. Kljajić Borštnar, R. W. H. Bons, M. Glowatz, & H.-D. Zimmermann (Eds.), & (Ed.), 39th Bled eConference: Co-Creating Human-Centred and Responsible Digital Futures; Conference Proceedings (Vols. 39., pp. 143-162). University of Maribor Press. https://doi.org/10.18690/um.fov.4.2026.9