Robotic Process Automation inom offentlig sektor

This study examines which criteria public officials involved in the development and implementation of Robotic Process Automation (RPA) in the public sector believe should be considered when selecting processes for automation, and how these criteria align with the theoretical Process Characteristics Evaluation Framework (PCEF). The public sector is increasingly interested in automation, but existing frameworks are often developed for private organizations, which may limit their relevance. The study was carried out as a single case study at a Swedish government agency and was based on qualitative data from five interviews. The empirical material was analyzed using thematic analysis, with theory-driven and data-driven themes identified through an abductive approach. The results show that nine of the twelve PCEF criteria align with the empirical findings, whereas the criteria for error rate, frequency, and resources were questioned. Two new themes emerged: value creation as a driving force and partial automation coupled with the need for human control. The PCEF is largely applicable in the public sector, but supplements are needed to capture its specific requirements.