What Can Public Sector Organizations Learn from Private Sector Experiences of Robotic Process Automation?

Aleksandre Asatiani ()
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Aleksandre Asatiani: Swedish Center for Digital Innovation, University of Gothenburg

A chapter in Service Automation in the Public Sector, 2022, pp 219-227 from Springer

Abstract: Abstract Robotic process automation (RPA) has transformed from a promising technology to an integral part of the business process automation toolkit. While there is a wealth of experience with RPA in the private sector organizations, public sector counterparts started to deploy the technology on scale only recently. Being a latecomer gives the public sector the benefit of hindsight, as it can learn from the experiences of private sector organizations and avoid some of the same mistakes. This chapter discusses four lessons learned from private sector that are relevant to public sector organizations: (1) RPA is easier to start than to scale; (2) RPA requires long-term thinking; (3) RPA is not all about FTEs; and (4) RPA comes with accountability concerns.

Date: 2022
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DOI: 10.1007/978-3-030-92644-1_12

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