The New Logic of Work: How Automation Is Changing Public Sector Practice

Sammanfattning

Recent advancements in automation technologies such as Robotic Process Automation (RPA) and Artificial Intelligence (AI) have made it possible to automate repetitive administrative tasks, offering the promise of increased efficiency and improved service delivery. These technologies are increasingly being integrated into the daily operations of public organizations. Despite the growing academic interest, limited research has focused on how RPA/AI integration reshapes everyday administrative work practices. This thesis goes some way in filling this knowledge gap by exploring how work unfolds within a Swedish municipality that in recent years has implemented RPA/AI across the organization. This thesis adopts a work-as-practice perspective and applies a qualitative research method, with data collected through semi-structured interviews. The findings show that on an operational level, the integration of RPA/AI led to a shift in performed tasks, from manual data entry to supervisory and exception-handling roles, resulting in freed-up time that was reallocated to professional judgement. On an individual level, work practices were reshaped by changes in how employees engage with their roles, developed competence, and interacted with technology in their daily routines. This shift enabled greater involvement across the organization and altered how employees understood their roles and relationships with clients. At the organizational level, role distributions evolved, job titles shifted, and teams became more cross-functional. Employees came to view their work in a wider organizational context, which facilitated internal knowledge transfer and contributed to a more open and forward-thinking work culture. This thesis demonstrates that RPA/AI are not simply technical tools introduced to optimize workflows, but they actas mediators of how work is carried out, understood and structured. The research contributes to existing knowledge by offering a contextualized understanding of the integration of RPA/AI in the public sector.