Service Automation in the Public Sector: Concepts, Empirical Examples and Challenges (Paperback, 2022)

Part 1: Editorial.- Towards Service Automation in Public Organizations.- Part 2: Conceptualization of Public Sector Service Automation.- The Subject Matter of Process Automation Practices: Through the Lenses of Research Questions.- Understanding Automated Decision-making in the Public Sector: A Classification of Automated, Administrative Decision-making.- Cognitive Robotic Process Automation: Concept and Impact on Dynamic IT Capabilities in Public Organizations.- Part 3: Applications of Public Sector Service Automation.- Automation and Public Service Values in Human Resource Management.- Integration of RPA in Public Services: A tension approach to the case of income support in Sweden.- Actors and Intentions in the Dissemination of Robotic Process Automation in Social Work.- Application of RPA for Cross-border Business Processes based on the Example of Intra-Community Supplies.- Part 4: Implementation Challenges of Public Sector Service Automation.- Enhancing Routine Capability through Robotic Process Automation in the Public Sector: A Case Survey.- Organizing for Robotic Process Automation in Local Government: Observations from two case studies of RPA implementation in Swedish Municipalities.- Managing two-speed innovation. Combining ambidexterity and platform-oriented IT.- What can Public Sector Organizations Learn from Private Sector Experiences of Robotic Process Automation?.