Bedömning av lågkod-processautomationens påverkan på handläggningen av pensionsansökningar i kommunal verksamhet : En fallstudie

Background. Public sector organizations face increasing pressure to modernize their services and improve efficiency through digital transformation. Low-code platforms, which enable the development of digital solutions with minimal coding expertise, have emerged as a promising tool for achieving these goals. This study focuses on the adoption of low-code platforms in Karlskrona municipality, with a particular emphasis on the pension process as a case study. Objectives. The primary objectives of this research were to identify the drivers, challenges, and benefits of adopting low-code platforms in the public sector and to assess their impact on organizational workflows, efficiency, and stakeholder engagement. The study also aimed to explore strategies for successful implementation and provide insights relevant to broader public sector digitization efforts. Methods. A case study approach was employed, combining qualitative data from semi-structured interviews with key stakeholders and some quantitative analyses of service metrics. Comparative analyses with other municipalities’ IT strategies were conducted to contextualize Karlskrona’s approach. Process maps, and thematic coding of interview data were used to triangulate findings. Results. The findings revealed that low-code and low-code process automation platforms facilitated significant improvements in process efficiency, transparency, and resource allocation. Key drivers for adoption included the need for modernization, accessibility, and flexibility, while challenges such as limited internal expertise, legacy system constraints, and suboptimal collaboration processes were identified. Incremental piloting and stakeholder involvement emerged as critical success factors in overcoming these barriers. Conclusions. This study highlights the transformative potential of low-code platforms for public sector organizations, emphasizing the importance of addressing expertise gaps, integrating with legacy systems, and fostering collaboration. Future research could expand these findings by exploring low-code adoption across diverse public sector contexts and quantifying its impact on service delivery, citizen satisfaction, and cost efficiency.