Abstract
ABSTRACT Due to the increasing demands for modern communication channels and the economical fulfillment of public tasks, innovative technologies are needed to improve the efficiency and interoperability of existing IT infrastructures in public institutions. Robotic process automation (RPA) is a promising technology that has the potential to pragmatically automate administrative processes in public institutions, thereby providing much-needed work load reduction for public employees. However, any RPA project will not be successful if the relevant stakeholders’ acceptance of the new technology is insufficient. Until today, research did not address which factors influence the acceptance of RPA in public sector institutions. A relevant question nonetheless, as the peculiarities of the public sector in the operation of processes are well known. Therefore, this study examines the drivers of RPA acceptance and usage behavior in public sector institutions. As a result of a grounded theory study, a theoretical framework with factors for evaluating RPA user acceptance is developed and an understanding of its facilitators is gained. The findings also provide practical recommendations for guiding RPA implementation in public sector institutions.
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