När systemets rekommendation möter mänskligt omdöme. : En kvalitativ studie om överstyrning och förtroende för digitala systemstöd i offentlig sektor.

Sammanfattning

This study examines how users in the public sector perceive the possibility of overriding recommenda- tions from digital support systems and how this affects their trust in the system. The study is based on a qualitative method using semi-structured interviews with users from different public sector organiza- tions. The findings show that digital support systems are perceived as important tools in everyday work, but that users’ trust is shaped by their ability to understand, assess, and, when necessary, override the system’s recommendations. Overriding therefore appears to be an important part of users’ professional judgement, responsibility, and perceived control. The study contributes to a deeper understanding of how trust in digital support systems is formed in practical work contexts within the public sector.