Driving Social Transformation through AI and Technology: The Role of Digital Inclusion, AI Readiness, and Organizational Change

Abstract

Purpose— Artificial Intelligence (AI) and advanced digital technologies hold transformative power in reshaping public services, governance, and social development. However, in developing countries like Pakistan, the actual realization of Social Transformation through technology hinges on multiple organizational and societal readiness factors. This study investigates how Digital Inclusion, AI Readiness, and Organizational Change Management contribute to socially impactful outcomes enabled by AI and technology deployment.

Study Design/methodology/approach— Guided by the Socio-Technical Systems Theory and the Technology Acceptance Model (TAM), this study uses a quantitative research approach. The population comprised government and private-sector employees working in digitally transforming departments, including e-governance, education, healthcare, and ICT services. A sample of 430 respondents was drawn using purposive sampling from major Pakistani cities—Lahore, Islamabad, and Karachi. Data were collected through a structured questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM).

Findings— The results reveal that Digital Inclusion (access, skills, affordability) and AI Readiness (technical, strategic, and cultural preparedness) have significant direct effects on Social Transformation. Furthermore, Organizational Change Management partially mediates these effects by enabling smoother adaptation and institutionalization of AI-enabled technologies.

Research Practical Implications— The findings confirm that inclusive, strategically prepared, and change-adaptive organizations are more capable of achieving socially transformative impacts through technology.

Originality/value— In developing countries like Pakistan, the actual realization of Social Transformation through technology hinges on multiple organizational and societal readiness factors. Guided by the Socio-Technical Systems Theory and the Technology Acceptance Model (TAM), this study investigates how Digital Inclusion, AI Readiness, and Organizational Change Management contribute to socially impactful outcomes enabled by AI and technology deployment