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  • © 2022

Service Automation in the Public Sector

Concepts, Empirical Examples and Challenges

  • Introduces service automation using software robots and artificial intelligence in the public sector

  • Provides knowledge, examples and guidelines for the adoption and use of service automation

  • Combines conceptual and empirical advances from social as well as technical perspectives

Part of the book series: Progress in IS (PROIS)

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eBook USD 129.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-92644-1
  • Instant PDF download
  • Readable on all devices
  • Own it forever
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  • Tax calculation will be finalised during checkout
Hardcover Book USD 169.99
Price excludes VAT (USA)

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Table of contents (12 chapters)

  1. Front Matter

    Pages i-x
  2. Editorial

    1. Front Matter

      Pages 1-1
    2. Towards Service Automation in Public Organizations

      • Gustaf Juell-Skielse, Ida Lindgren, Maria Åkesson
      Pages 3-10
  3. Conceptualization of Public Sector Service Automation

    1. Front Matter

      Pages 11-11
    2. Cognitive Robotic Process Automation: Concept and Impact on Dynamic IT Capabilities in Public Organizations

      • Gustaf Juell-Skielse, Prasanna Balasuriya, Evrim Oya Güner, Shengnan Han
      Pages 65-88
  4. Applications of Public Sector Service Automation

    1. Front Matter

      Pages 89-89
    2. Automation and Public Service Values in Human Resource Management

      • Marcus Persson, Andreas Wallo
      Pages 91-108
    3. Application of RPA for Cross-Border Business Processes Based on the Example of Intra-Community Supplies

      • Dominic Alexander Neu, Alessandro Benke, Robert Müller, Peter Fettke
      Pages 147-165
  5. Implementation Challenges of Public Sector Service Automation

    1. Front Matter

      Pages 167-167
    2. Enhancing Routine Capability Through Robotic Process Automation in the Public Sector: A Case Survey

      • Evrim Oya Güner, Shengnan Han, Gustaf Juell-Skielse
      Pages 169-188
    3. Managing Two-Speed Innovation. Combining Ambidexterity and Platform-Oriented IT

      • Bendik Bygstad, Egil Øvrelid, Robin Williams
      Pages 205-218
  6. Back Matter

    Pages 229-230

About this book

This edited volume highlights the latest advances in and findings from research on service automation in public sector organizations. The contributing authors use a mix of social and technological approaches to increase readers’ understanding of public service automation. The respective chapters discuss the automation of services in public organizations from a conceptual standpoint, present empirical examples of automation applications in public organizations, and consider the implementation-related challenges that can arise. The book’s overall goal is to aid and inspire researchers and practitioners to expand their knowledge of service automation in public organizations, while also providing a foundation for policy development and future research.

Following a brief introductory chapter, the book addresses major gaps in our current understanding of service automation in public organizations, and provides suggestions for future research. Moreover, it argues that there is a continued need to observe and learn from empirical examples, and a need for more critical studies on the social and societal consequences of increased service automation in public organizations.

Keywords

  • Service automation
  • Public sector
  • Robotic process automation
  • Artificial Intelligence
  • Process automation
  • Public Administration
  • Digital Government
  • Public policy

Editors and Affiliations

  • University of Borås, Borås, Sweden

    Gustaf Juell-Skielse

  • Linköping University, Linköping, Sweden

    Ida Lindgren

  • Halmstad University, Halmstad, Sweden

    Maria Åkesson

About the editors

Gustaf Juell-Skielse is a full Professor of Informatics at University of Borås, Sweden. His research includes case studies, survey as well as action and design research on digital transformation of public sector organizations. He is particularly interested in the use of cognitive automation in public organizations.

Ida Lindgren is a Senior Researcher at Linköping University, Sweden. Her research focuses on the effects of digitalization for public sector organizations. She is especially interested in how municipalities and government agencies make use of digital services for communicating and exchanging information with citizens.

Maria Åkesson is a full Professor of Informatics at Halmstad University, Sweden. Her research interests include digital service innovation, digitalization and the transformation of businesses and work life. Maria has conducted research in the public sector, newspaper industry and transportation industry.


Bibliographic Information

Buying options

eBook USD 129.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-92644-1
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
Hardcover Book USD 169.99
Price excludes VAT (USA)