Information systems development (ISD) and innovation is a complex and challenging endeavor. In this paper we inquire into the process of ISD and innovation to shed light on the ambiguous nature of such processes. This was done in an interpretive study of 10 governmental ISD projects where 14 interviews with key persons were conducted. In addition 11 interviews with senior IT consultants were conducted. Based on this study we propose an analytical lens to understand ISD and innovation. This lens is based on a metaphor grounded in the empirical material. This metaphor, fragmentation, mediates a deeper understanding of ISD and innovation regarding three aspects of complexity: knowledge, culture and discourse, and time and space.
Purpose
This paper aims to highlight problems and opportunities for introducing digital automation in public administration (PA) and to propose implications for public value creation of robotic process automation (RPA) through the perspective of good bureaucracy as a guiding framework.
Design/methodology/approach
This conceptual paper addresses the purpose by applying three normative ideal types: Weber’s ideal type for a bureaucracy, new public management and public value management. This paper synthesizes an analytical framework in conducting case studies of the implementation of RPA systems in municipal administration.
Findings
This paper contributes to new insights into public value creation and digital automation. The following four implications are proposed: the deployment of RPA in municipal administration should emphasize that organizing administrative tasks is essentially a political issue; include considerations based on a well-grounded analysis in which policy areas that are suitable for RPA; to pay attention to issues on legal certainty, personal integrity, transparency and opportunities to influence automated decisions; and that the introduction of RPA indicates a need to develop resources concerning learning and knowledge in the municipal administration.
Originality/value
This paper is innovative, as it relates normative, descriptive and prescriptive issues on the developing of digital automation in PA. The conceptual approach is unusual in studies of digitalization in public activities.
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