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Är den automatiserade socialtjänsten bättre? En kvantitativ studie om brukarnöjdhet inom handläggningen av ekonomiskt bistånd i Sveriges kommuner

Jensen, Sara LU (2025) SOAM21 20251
School of Social Work
Abstract
This study aims to map the extent of automation in the processing of social assistance in Swedish municipalities and examine whether client satisfaction differs between municipalities with and without automation. A quantitative method was used, drawing on secondary data from the National Board of Health and Welfare and Kolada, where client survey results from the Swedish Association of Local Authorities and Regions (SALAR) are published. The automation mapping includes all 290 municipalities, while client satisfaction is based on a sample of 110 municipalities. The data were analysed using theoretical concepts from the SERVQUAL model. Results show that traditional processing remains dominant (60%), while 40% of municipalities have... (More)
This study aims to map the extent of automation in the processing of social assistance in Swedish municipalities and examine whether client satisfaction differs between municipalities with and without automation. A quantitative method was used, drawing on secondary data from the National Board of Health and Welfare and Kolada, where client survey results from the Swedish Association of Local Authorities and Regions (SALAR) are published. The automation mapping includes all 290 municipalities, while client satisfaction is based on a sample of 110 municipalities. The data were analysed using theoretical concepts from the SERVQUAL model. Results show that traditional processing remains dominant (60%), while 40% of municipalities have introduced some form of automation. Overall, clients report relatively high satisfaction across all variables. Municipalities without automation tend to have slightly higher satisfaction levels, though differences are marginal. A statistically significant difference was found in one area: clients in municipalities with automated decision-making reported lower satisfaction with the ease of contacting their case manager. No definitive conclusions can be drawn about automation’s impact on satisfaction; instead, the results suggest a need for further research to examine other factors, such as organizational structure and local policies, that may explain these differences. (Less)
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author
Jensen, Sara LU
supervisor
organization
course
SOAM21 20251
year
type
H2 - Master's Degree (Two Years)
subject
keywords
automation, robotic Process Automation, RPA, automated decision-making, ADM, social services, social Assistance, client Satisfaction, SERVQUAL, automatisering, automatiserat beslutsstöd, socialtjänst, ekonomiskt bistånd, brukarnöjdhet.
language
Swedish
id
9197677
date added to LUP
2025-06-13 11:59:38
date last changed
2025-06-13 11:59:38
@misc{9197677,
  abstract     = {{This study aims to map the extent of automation in the processing of social assistance in Swedish municipalities and examine whether client satisfaction differs between municipalities with and without automation. A quantitative method was used, drawing on secondary data from the National Board of Health and Welfare and Kolada, where client survey results from the Swedish Association of Local Authorities and Regions (SALAR) are published. The automation mapping includes all 290 municipalities, while client satisfaction is based on a sample of 110 municipalities. The data were analysed using theoretical concepts from the SERVQUAL model. Results show that traditional processing remains dominant (60%), while 40% of municipalities have introduced some form of automation. Overall, clients report relatively high satisfaction across all variables. Municipalities without automation tend to have slightly higher satisfaction levels, though differences are marginal. A statistically significant difference was found in one area: clients in municipalities with automated decision-making reported lower satisfaction with the ease of contacting their case manager. No definitive conclusions can be drawn about automation’s impact on satisfaction; instead, the results suggest a need for further research to examine other factors, such as organizational structure and local policies, that may explain these differences.}},
  author       = {{Jensen, Sara}},
  language     = {{swe}},
  note         = {{Student Paper}},
  title        = {{Är den automatiserade socialtjänsten bättre? En kvantitativ studie om brukarnöjdhet inom handläggningen av ekonomiskt bistånd i Sveriges kommuner}},
  year         = {{2025}},
}