Organizing for Robotic Process Automation in Local Government: Observations from Two Case Studies of Robotic Process Automation Implementation in Swedish Municipalities

Ida Lindgren (), Maria Åkesson (), Michel Thomsen () and Daniel Toll ()
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Ida Lindgren: Linköping University
Maria Åkesson: Halmstad University
Michel Thomsen: Halmstad University
Daniel Toll: Linköping University

A chapter in Service Automation in the Public Sector, 2022, pp 189-203 from Springer

Abstract: Abstract 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.

Date: 2022
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DOI: 10.1007/978-3-030-92644-1_10

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