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Actors and Intentions in the Dissemination of Robotic Process Automation in Social Work

Ranerup, Agneta and Svensson, Lupita LU (2022) p.129-146
Abstract
Automated decision-making is prevalent in numerous areas of the public sector. Based on the results of a qualitative, event-based study of how robotic process automation (RPA) is discussed and implemented in social work in Sweden, two questions are answered in this paper: What actors, intentions and network formations appear in the dissemination of RPA in the management of applications for social assistance in Sweden? What are the key, sometimes conflicting, intentions from a social work and a general public sector perspective? A spectrum of national, municipal and local actors—including technologies such as e-applications and RPA—are actively involved in the dissemination. A few important intentions are, for example, promoting the use of... (More)
Automated decision-making is prevalent in numerous areas of the public sector. Based on the results of a qualitative, event-based study of how robotic process automation (RPA) is discussed and implemented in social work in Sweden, two questions are answered in this paper: What actors, intentions and network formations appear in the dissemination of RPA in the management of applications for social assistance in Sweden? What are the key, sometimes conflicting, intentions from a social work and a general public sector perspective? A spectrum of national, municipal and local actors—including technologies such as e-applications and RPA—are actively involved in the dissemination. A few important intentions are, for example, promoting the use of RPA, saving time and resources and answering the issue of ‘why’ RPA should be implemented. From a social work perspective, a key consideration and conflict relates to the core of social work, especially regarding the intention of helping people to become self-supporting. The more general considerations are related to intentions about implementing RPA to improve efficiency and effectiveness, as well as caseworkers’ discretion in view of laws regulating automated decision-making. Future research should focus on the actual effects of RPA on efficiency and effectiveness and caseworkers’ discretion in view of new laws and longer experiences with RPA.
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Abstract (Swedish)

Please use this url to cite or link to this publication:
author
and
organization
publishing date
type
Chapter in Book/Report/Conference proceeding
publication status
published
subject
host publication
Service Automation in the Public Sector. Progress in IS. Springer, Cham.
editor
Juell-Skielse, G. ; Lindgren, I. and Åkesson, M.
pages
129 - 146
publisher
Springer
ISBN
978-3-030-92643-4
DOI
10.1007/978-3-030-92644-1_7
language
English
LU publication?
yes
id
e077e2a3-71b7-421e-b35d-997fe73d5329
date added to LUP
2022-04-08 12:00:39
date last changed
2023-02-06 11:35:56
@inbook{e077e2a3-71b7-421e-b35d-997fe73d5329,
  abstract     = {{Automated decision-making is prevalent in numerous areas of the public sector. Based on the results of a qualitative, event-based study of how robotic process automation (RPA) is discussed and implemented in social work in Sweden, two questions are answered in this paper: What actors, intentions and network formations appear in the dissemination of RPA in the management of applications for social assistance in Sweden? What are the key, sometimes conflicting, intentions from a social work and a general public sector perspective? A spectrum of national, municipal and local actors—including technologies such as e-applications and RPA—are actively involved in the dissemination. A few important intentions are, for example, promoting the use of RPA, saving time and resources and answering the issue of ‘why’ RPA should be implemented. From a social work perspective, a key consideration and conflict relates to the core of social work, especially regarding the intention of helping people to become self-supporting. The more general considerations are related to intentions about implementing RPA to improve efficiency and effectiveness, as well as caseworkers’ discretion in view of laws regulating automated decision-making. Future research should focus on the actual effects of RPA on efficiency and effectiveness and caseworkers’ discretion in view of new laws and longer experiences with RPA.<br/>}},
  author       = {{Ranerup, Agneta and Svensson, Lupita}},
  booktitle    = {{Service Automation in the Public Sector. Progress in IS. Springer, Cham.}},
  editor       = {{Juell-Skielse, G. and Lindgren, I. and Åkesson, M.}},
  isbn         = {{978-3-030-92643-4}},
  language     = {{eng}},
  month        = {{03}},
  pages        = {{129--146}},
  publisher    = {{Springer}},
  title        = {{Actors and Intentions in the Dissemination of Robotic Process Automation in Social Work}},
  url          = {{http://dx.doi.org/10.1007/978-3-030-92644-1_7}},
  doi          = {{10.1007/978-3-030-92644-1_7}},
  year         = {{2022}},
}