Implementering av intelligent automation i offentlig sektor : Möjligheter och utmaningar vid integration av RPA och AI i administrativa processer

Sammanfattning

This study focuses on the factors that influence the implementation of Intelligent Automation (IA) in administrative processes. Our methodology consists of a literature review and semi-structured interviews conducted with professionals in the automation field. The literature review works as a foundation for understanding intelligent automation, while the semi-structured interviews provide a deeper understanding of how these technologies are applied in practice in organizations. Together, these methods provide a complete understanding of both technical and organizational factors that influence the opportunities and challenges with intelligent automation. The aim of the study is to contribute to an understanding of the primary factors affecting the implementation and use of intelligent automation in the public sector. The results indicate that successful implementation of intelligent automation depends on several factors, including both organizational and technical aspects. The success of implementation is also affected by collaboration between IT and organizational units, organizational maturity and data security, factors that can be particularly critical in the public sector. The study also shows that AI-based solutions require human oversight due to limitations regarding transparency, reliability and legal requirements. The findings also suggest that intelligent automation has significant potential to improve efficiency and workflow, but that implementation of AI-based systems is affected by stricter requirements related to GDPR, transparency and trust.