Digitalisering inom offentlig sektor : Hur generativ AI påverkar administrativa arbetsuppgifter

Sammanfattning

This study has examined how administrative work in the public sector has been transformed due to the introduction of generative artificial intelligence (GenAI). Digitalization has become an increasingly central aspect of societal development, where the shift from analog to digital solutions has affected both individuals’ daily lives and the ways in which organizations operate. As a result of digitalization, organizational capacity has been at the center in understanding how organizations can contribute with resources and competence to strengthen individual capability. Given the rapid pace of technological advancement and the growing interest in AI, this is a highly relevant and timely area of research. It is essential to understand how humanity and technology work together to streamline organization in the right way. To address the study's purpose and research questions, a qualitative research approach was employed. This in order to gain in-depth insight and analysis for the final report. Data was collected through nine semi-structured interviews with employees within a Swedish regional authority. Prior to conducting the interviews, a literature review was carried out to form the theoretical framework, which also served as a basis for analyzing the empirical data. Through the deductive approach, Moore’s strategic triangle has provided more insight into how digitalization has been applied in the public sector, which differs from profit-driven organizations. Ultimately, the purpose of digitalization is to constantly develop and create value for the stakeholders. The findings of the study indicate that the implementation of GenAI has contributed to enhanced efficiency in work-related tasks. It can be stated that organizations require operational capacity and investments to utilize resources and competences to the organizations fullest potential. However, the results also reveal shortcomings in the coordination of training initiatives, as well as challenges concerning user trust and resistance to the technology.