Service Automation in the Public Sector : Concepts, Empirical Examples and Challenges

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.

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.