AI at City Hall: Why Trust and Workload Matter for Burnout

One AI finding was not what many might expect. Employees who perceived benefits from AI showed higher burnout. The link showed up both directly and indirectly. Greater quantitative job demands carried the indirect connection, linking perceptions of the technology to workplace pressure.

Researchers gathered a snapshot of working life by surveying 3,488 employees in 11 Icelandic municipalities. They used the Burnout Assessment Tool to measure burnout. The survey covered AI use, organizational support, perceived benefits, AI-related worries and insecurity, and trust in ethical governance of AI. Hierarchical regression and mediation analyses examined the links, with age and gender taken into account.

Psychosocial working conditions had the strongest relationship with burnout. When employees faced greater quantitative job demands, burnout was more common. Supervisor support pointed in the opposite direction, as did a workplace climate that encouraged innovation and change. Both were associated with lower burnout. These findings show that the surrounding work environment mattered more than the AI-related measures.

AI attitudes still added useful context. More concern and insecurity around AI were linked to higher burnout, while trust in ethical governance was linked to lower burnout. The mediation analysis showed that established job demands and organizational resources carried most of the connection between AI perceptions and burnout. That shifts the practical focus toward employee-centred implementation, dependable governance, manageable workloads, and stronger support from supervisors.