Configuring social assistance: conceptualizations and implications of the adoption of robotic process automation in the Swedish personal social services

Abstract

ABSTRACT Many European countries’ public organisations have turned to digital automation as a strategy to enhance the efficiency of their service delivery. One example of this is the use of Robotic Process Automation (RPA) in the provision of Social Assistance (SA) in Sweden. Swedish SA is a means-tested subsidy intended as a last resort for the economically most vulnerable persons, and caseworkers exercise a high degree of discretion when deciding on clients’ eligibility for the benefit. Based on semi-structured interviews with stakeholders at the national and local levels, this study explores how these actors conceptualise and rationalise the adoption of RPA in the SA context and discusses how this relates to the mutual configuration of RPA and SA. The results show that RPA is framed as a simple technology to alleviate caseworkers’ administrative workload so that they can instead focus on supporting clients towards self-sufficiency. However, local actors describe RPA adoption as a challenging process with modest outcomes. As such, the study suggests that stakeholders’ simplified conceptualisation of RPA allows them to shift responsibility for its practical adoption to local PSS organisations, which ultimately pushes the PSS organisations towards configuring their SA casework processes around the limited capabilities of the technology.