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Organizing for Robotic Process Automation in Local Government: Observations from Two Case Studies of Robotic Process Automation Implementation in Swedish Municipalities
Linköping University, Linköping, Sweden.
Halmstad University, School of Information Technology. (Digital tjänsteinnovation)ORCID iD: 0000-0001-9439-0764
Halmstad University, School of Information Technology. (Digital tjänsteinnovation)ORCID iD: 0000-0002-8463-4486
Linköping University, Linköping, Sweden.
2022 (English)In: Service Automation in the Public Sector: Concepts, Empirical Examples and Challenges / [ed] Juell-Skielse, G.; Lindgren, I.; Åkesson, M., Cham: Springer, 2022, 1, p. 189-203Chapter in book (Refereed)
Abstract [en]

Automation of internal administrative processes tied to the delivery of public services is outlined as a continuation of the development toward a more digital, efficient, and effective local government. However, this development is often based on unrealistic expectations of the transformative power of digital technologies. It is therefore important to further understand automation as a driver of digital transformation of local government organizations. Automation, in this chapter, is understood as a change from a function previously carried out by a human to being performed by a machine agent (e.g., robotic process automation). We explore and compare how initiatives to implement robotic process automation (RPA) are organized in two Swedish municipalities. Our analysis is based on semi-structured interviews with employees working in the two municipalities. The analysis shows interesting patterns across the cases concerning dissonances and disconnects between stakeholders on different levels in the organizations, making this kind of development difficult. Our results contribute with (a) empirical illustrations that show how general policies on process automation promoted by policymakers are influencing the organization of IT and work in local government practice; (b) challenges that affect the implementation of RPA in local government; and (c) point to a set of observations that require further research. © 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG

Place, publisher, year, edition, pages
Cham: Springer, 2022, 1. p. 189-203
Series
Progress in IS (PROIS), ISSN 2196-8705, E-ISSN 2196-8713
National Category
Social Sciences Information Systems, Social aspects
Research subject
Smart Cities and Communities, LEADS; Smart Cities and Communities
Identifiers
URN: urn:nbn:se:hh:diva-48097DOI: 10.1007/978-3-030-92644-1_10ISBN: 978-3-030-92643-4 (print)ISBN: 978-3-030-92644-1 (electronic)OAI: oai:DiVA.org:hh-48097DiVA, id: diva2:1697155
Part of project
AI i byråkratins tjänst - förändrad digital arbetsmiljö när robotkollegor blir en del av vardagen
Funder
AFA InsuranceAvailable from: 2022-09-20 Created: 2022-09-20 Last updated: 2022-09-21Bibliographically approved

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Åkesson, MariaThomsen, Michel

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