Service Automation in the Public Sector

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.

Part 1: Editorial.- Towards Service Automation in Public Organizations.- Part 2: Conceptualization of Public Sector Service Automation.- The Subject Matter of Process Automation Practices: Through the Lenses of Research Questions.- Understanding Automated Decision-making in the Public Sector: A Classification of Automated, Administrative Decision-making.- Cognitive Robotic Process Automation: Concept and Impact on Dynamic IT Capabilities in Public Organizations.- Part 3: Applications of Public Sector Service Automation.- Automation and Public Service Values in Human Resource Management.- Integration of RPA in Public Services: A tension approach to the case of income support in Sweden.- Actors and Intentions in the Dissemination of Robotic Process Automation in Social Work.- Application of RPA for Cross-border Business Processes based on the Example of Intra-Community Supplies.- Part 4: Implementation Challenges of Public Sector Service Automation.- Enhancing Routine Capability throughRobotic Process Automation in the Public Sector: A Case Survey.- Organizing for Robotic Process Automation in Local Government: Observations from two case studies of RPA implementation in Swedish Municipalities.- Managing two-speed innovation. Combining ambidexterity and platform-oriented IT.- What can Public Sector Organizations Learn from Private Sector Experiences of Robotic Process Automation?.