Enhancing Routine Capability Through Robotic Process Automation in the Public Sector: A Case Survey

Evrim Oya Güner (), Shengnan Han () and Gustaf Juell-Skielse ()
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Evrim Oya Güner: Stockholm University
Shengnan Han: Stockholm University
Gustaf Juell-Skielse: University of Borås

A chapter in Service Automation in the Public Sector, 2022, pp 169-188 from Springer

Abstract: Abstract Robotic Process Automation (RPA) adoption is increasing in the public sector for improving the quality and the efficiency of public services. However, we have not yet gained a sufficient understanding of how RPA advances public service practices and process routines in public organizations. To mitigate this gap, we conducted a literature review and analyzed eight reported cases of RPA in public sector organizations through the lens of technology as routine capability (Swanson 2019). The results indicate that most of the cases are from the public sector in the Nordic countries, e.g., Sweden, Norway, and Finland. RPA creates new “machine” routines and becomes integral to humans’ new routines in public service’s processes and practices. RPA as routine capability advanced practices at individual, organizational, and social levels. The evidence also indicated that changes triggered by RPA were intertwined in the four modes of routine capability: design, execution, diffusion, and shift. The research contributed to a deeper understanding of how RPA changes and cultivates routine capability and advances public service practices. In addition, we applied and critically examined technology as routine capability as the analytical framework for understanding how RPA advanced public service practices.

Keywords: Robotic process automation (RPA); Public organizations; Technology as routine capability; Case survey (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/978-3-030-92644-1_9

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