The Opportunities and Threats Resulting from Robotic Process Automation in Public Service Development
DOI:
https://doi.org/10.15678/ZP.2020.52.2.02Keywords:
public sector, e-services, digital transformation, robotic process automationAbstract
Objectives: This study aims to identify the opportunities and threats of automation and robotisation process automation in the development of public services.
Research Design & Methods: In this study, the method of deduction was used as well as auxiliary methods and techniques such as logical analysis, analysis and study of literature, and classification and scientific description. The reasoning process was based on knowledge of management sciences and the existing findings with regard to digital transformation, in particular the robotic process automation of the public sector and services.
Findings: The study revealed opportunities and threats related to the automation and robotisation of public services concerning three entities/groups: citizens, administration employees, and public organisations.
Implications: The issues presented in the article might constitute the basis for practitioners, mainly public authorities and all other persons responsible for creating and implementing automated and robotic public services. Applications can be of particular interest to local government officials and management staff of various public institutions. Therefore, the robotisation and automation of services will gain in importance in the coming years, and many entities will be involved in their introduction and operation. This paper can also be useful for the economic and non-governmental sectors, whose recipients will be more aware of the opportunities and threats of service automation and robotisation.
Contribution / Value Added: As a result of the analysis, the synthesis of the theoretical findings on the processes of automation and the robotisation of public services as well as certain consequences of these processes for further development of these public services were identified. They were then classified as opportunities or threats to the further automation and robotisation of public services, which may serve as a basis for the establishment of subsequent empirical studies.
Article classification: theoretical/conceptual paper
JEL classification: M0, O3, H4
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References
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Dąbrowski, K. (2012). Nauka o administracji. Skrypt akademicki. Wydawnictwo Fundacja Obywatelskiego Rozwoju – Ryki.
Dewey, J. (1991 [1938]). Logic, the theory of inquiry. Southern University Press.
Dubois, A., & Gadde, L.-E. (2002). Systematic combining: An abductive approach to case research. Journal of Business Research, 55(7), 553–560.
Filgueiras, F., Flávio, C., & Palotti, P. (2019). Digital Transformation and Public Service Delivery in Brazil. Latin American Policy, 10(2), 195–219.
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Hess, T., Matt, C., Benlian, A., & Wiesböck, F. (2016). Options for formulating a digital transformation strategy. MIS Quarterly Executive, 15(2).
Homburg, V., & Bekkers, V. J. J. M. (2002, January). The Back-Office of E-Government. (Managing Information Domains as Political Economies). Proceedings of the 35th Hawaii International Conference on Information Systems – 2002, 9. doi: 10.1109/HICSS.2002.994077
Houy, C., Hamberg, M., & Fettke, P. (2019). Robotic Process Automation in Public Administrations. In M. Räckers, S. Halsbenning, D. Rätz, D. Richter, & E. Schweighofer (Eds.), Digitalisierung von Staat und Verwaltung (pp. 62–74). Gesellschaft für Informatik e.V.
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Jarbandhan, D. B. (2017). Principles for public sector leadership in the Fourth Industrial Revolution: Critical considerations. Administratio Publica, 25(4), 6–76.
Kachniarz, M. (2012). Efektywność usług publicznych – teoria i praktyka. Monografie i opracowania nr 210. Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu.
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Keramas, J. G. (1999). Robot Technology Fundamentals. Delmar Publishers.
Larsson, A., & Teigland, R. (Eds.). (2020). Digital transformation and public services: Societal impacts in Sweden and beyond. Routledge.
Lisiński, M. (2018). Prawa nauk o zarządzaniu. Przegląd Organizacji, 5, 3–12.
Lisiński, M. (2013). Structural Analysis of the Management Science Methodology. Business, Management and Education, 11(1), 109–136.
Mikołajewska, E., & Mikołajewski, D. (2013). Płaszczyzny współpracy specjalistów medycznych oraz inżynierów biomedycznych i biocybernetyków. Studia Medyczne, 2991, 121–128.
Möller, K., & Svahn, S. (2003). Managing strategic nets: A capability perspective. Marketing Theory, 3, 209–234. DOI: 10.1177/14705931030032002.
Moreno, L., & Jimenez, R. (2018). Robotized democracies. US and EU: Neo-feudalism and citizenship income? Amazon.
Open Access Government (2017). Rise of the robots in the public sector. Retrieved from: https://www.openaccessgovernment.org/rise-robots-publicsector/40598/ (accessed: 20.06.2020).
Pieczarka, K. (2017). Polska e-administracja na tle państw członkowskich Unii Europejskiej w rankingu Indeksu Gospodarki i Społeczeństwa Cyfrowego – DESI. Prace Naukowe Wyższa Szkoła Zarządzania i Przedsiębiorczości z siedzibą w Wałbrzychu (=
Samorząd Terytorialny Organizacja Funkcjonowania i Kierunki Rozwoju), 41(2), 113–126. Retrieved from: http://www.pracenaukowe.wwszip.pl/prace/prace-naukowe-41.pdf (accessed: 20.06.2020).
Prestes, E., Carbonera, J. L., Fiorini, S. R., Jorge, V. A. M., Abel, M., & Madhavan, R. (2014). Towards a core ontology for robotics and automation. Robotics Autonomous Systems, 61(11), 1193–1204.
Sasak, J. (2020). Software Robots in Business Process Automation. In K. S. Soliman (Ed.), Education Excellence and Innovation Management: A 2025 Vision to Sustain Economic Development during Global Challenges; Proceedings of the 35th International Business Information Management Association Conference (IBIMA); 1–2 April 2020, Seville, Spain; International Business Information Management Association, USA, 3157–3165.
Shepherd, D. A., & Sutcliffe, K. M. (2011). Inductive Top-Down Theorizing: A Source of New Theories of Organization. Academy of Management Review, 36(2), 361–380.
Schön, D. A. (1992). The Theory of Inquiry: Dewey’s Legacy to Education. Curriculum Inquiry, 22(2), 119–139.
Sirinterlikci, A., Zane, L., & Sirinterlikci, A. L. (2009). Active learning through toy design and development. Journal of Technology Studies, 35(2), 14–22.
Sobczak, A. (2013). Koncepcja cyfrowej transformacji sieci organizacji publicznych. Roczniki Kolegium Analiz Ekonomicznych, 29, 279–293.
Sobczak, A. (2019). Nadchodzą autonomiczne przedsiębiorstwa. Retrevied from https://www.sztucznainteligencja.org.pl/nadchodza-autonomiczne-przedsiebiorstwa-rozmowa-z-prof-andrzejem-sobczakiem/ (accessed: 20.06.2020).
Szczudlińska-Kanoś, A., (2020). The directions of development of public electronic services in Poland in times of demographic crisis. In Soliman, K. S. (Ed.), Education Excellence and Innovation Management: A 2025 Vision to Sustain Economic Development during Global Challenges; Proceedings of the 35th International Business Information Management Association Conference (IBIMA); 1–2 April 2020, Seville, Spain; International Business Information Management Association, USA, 3017–3025.
Teuben, H., & Vierlink, K. (2017). The new machinery of government: Robotic Process Automation in the public sector. Deloitte.
Westerman, G., Calméjane, C., Bonnet, D., Ferraris, P., & McAfee, A. (2011). Digital Transformation: A Roadmap for Billion-Dollar Organizations. Findings from Phase 1 of the Digital Transformation Study Conducted by the MIT Center for Digital Business and Capgemini Consulting. Retrevied from https://www.capgemini.com/wp-content/uploads/2017/07/Digital_Transformation__A_Road-Map_for_Billion-Dollar_Organizations.pdf (accessed: 20.06.2020).
Andersson, P., & Mattsson, L.-G. (2018). Digital Transformation Supporting Public Service Innovation: Business Model Challenges and Sustainable Development Opportunities. In P. Andersson, S. Movin, M. Mähring, R. Teigland, & K. Wennberg (Eds.), Managing Digital Transformation (pp. 217–243). Stockholm School of Economics Institute for Research (SIR).
Bennett, N., & Lemoine, G. J. (2014). What a difference a word makes: Understanding threats to performance in a VUCA world. Business Horizons, 57(3), 311–317.
Berger, R. (2015). The digital transformation of industry. The Study Commissioned by the Federation of German Industries (BDI), Munich. Retrieved from https://www.rolandberger.com/Publications/Publication_pdfRoland_berger_Digital_transformation_of_industry_20150315.Pdf (accessed: 20.06.2020).
Business Insider Polska (n.d.). Bariery procesu cyfryzacji? – rozmowa z dr Maciejem Kawackim; retrieved from: https://businessinsider.com.pl/technologie/nowe-technologie/cyfryzacja-administracji-uslugi-droga-elektroniczna/j3cqy9r, (accessed: 24.08.2020).
Cyfert, S., Dyduch, W., Latusek-Jurczak, D., Niemczyk, J., & Sopińska, A. (2014). Subdyscypliny w naukach o zarządzaniu – logika wyodrębniania, identyfikacja modelu koncepcyjnego oraz zawartość tematyczna. Organizacja i Kierowanie, 1, 37–48; retrevied from: http://yadda.icm.edu.pl/yadda/element/bwmeta1.element.pan-om-yid-2014-iid-161-art-000000000003 (accessed: 20.08.2020).
Czakon, W. (2011). Podstawy metodologii badań w naukach o zarządzaniu. Oficyna Wolters Kluwer business.
Dąbrowska, A., Janoś-Kresło, M., & Wódkowski, A.(2009). E-usługi a społeczeństwo informacyjne. Difin.
Dąbrowski, K. (2012). Nauka o administracji. Skrypt akademicki. Wydawnictwo Fundacja Obywatelskiego Rozwoju – Ryki.
Dewey, J. (1991 [1938]). Logic, the theory of inquiry. Southern University Press.
Dubois, A., & Gadde, L.-E. (2002). Systematic combining: An abductive approach to case research. Journal of Business Research, 55(7), 553–560.
Filgueiras, F., Flávio, C., & Palotti, P. (2019). Digital Transformation and Public Service Delivery in Brazil. Latin American Policy, 10(2), 195–219.
Flach, P. (1996). Abduction and induction: Syllogistic and inferential perspectives. Abductive and Inductive Reasoning Workshop Notes, 31–35.
Gajewski, J., Paprocki, W., & Pieriegud, J. (2016). Cyfryzacja gospodarki i społeczeństwa. Szanse i wyzwania dla sektorów infrastrukturalnych. Publikacja Europejskiego Kongresu Finansowego. Instytut Badań nad Gospodarką Rynkową – Gdańska Akademia Bankowa.
Gingrich, J. (2019). Did State Responses to Automation Matter for Voters? Research & Politics, 6(1), 205316801983274. https://doi.org/10.1177/2053168019832745
Grobler, A. (2006). Metodologia nauk. Wydawnictwo Aureus / Wydawnictwo Znak.
Grzeszak, J., Sarnowski, J., & Supera-Markowska, M. (2019). Drogi do przemysłu 4.0. Robotyzacja na świecie i lekcje dla Polski. Polski Instytut Ekonomiczny.
Hess, T., Matt, C., Benlian, A., & Wiesböck, F. (2016). Options for formulating a digital transformation strategy. MIS Quarterly Executive, 15(2).
Homburg, V., & Bekkers, V. J. J. M. (2002, January). The Back-Office of E-Government. (Managing Information Domains as Political Economies). Proceedings of the 35th Hawaii International Conference on Information Systems – 2002, 9. doi: 10.1109/HICSS.2002.994077
Houy, C., Hamberg, M., & Fettke, P. (2019). Robotic Process Automation in Public Administrations. In M. Räckers, S. Halsbenning, D. Rätz, D. Richter, & E. Schweighofer (Eds.), Digitalisierung von Staat und Verwaltung (pp. 62–74). Gesellschaft für Informatik e.V.
Infuture Hatalska Foresight Institute (2019). Pracownik przyszłości – raport; retrieved from: https://images.samsung.com/is/content/samsung/p5/pl/pracownik/pracownik_przyszlosci_2019infuturesamsung.pdf?_ga=2.227982235.761646086.1598616309-547336932.1598259000 (accessed: 22.08.2020).
International Federation of Robotics (2015). Definition of service robots; retrieved from: http://www.ifr.org/service-robots/ (accessed: 20.06.2020).
Jarbandhan, D. B. (2017). Principles for public sector leadership in the Fourth Industrial Revolution: Critical considerations. Administratio Publica, 25(4), 6–76.
Kachniarz, M. (2012). Efektywność usług publicznych – teoria i praktyka. Monografie i opracowania nr 210. Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu.
Kawecki, M. (2017). Bariery procesu cyfryzacji, Business Insider Polska; retrieved from: https://businessinsider.com.pl/technologie/nowe-technologie/cyfryzacja-administracji-uslugi-droga-elektroniczna/j3cqy9r, (accessed: 24.08.2020).
Keramas, J. G. (1999). Robot Technology Fundamentals. Delmar Publishers.
Larsson, A., & Teigland, R. (Eds.). (2020). Digital transformation and public services: Societal impacts in Sweden and beyond. Routledge.
Lisiński, M. (2018). Prawa nauk o zarządzaniu. Przegląd Organizacji, 5, 3–12.
Lisiński, M. (2013). Structural Analysis of the Management Science Methodology. Business, Management and Education, 11(1), 109–136.
Mikołajewska, E., & Mikołajewski, D. (2013). Płaszczyzny współpracy specjalistów medycznych oraz inżynierów biomedycznych i biocybernetyków. Studia Medyczne, 2991, 121–128.
Möller, K., & Svahn, S. (2003). Managing strategic nets: A capability perspective. Marketing Theory, 3, 209–234. DOI: 10.1177/14705931030032002.
Moreno, L., & Jimenez, R. (2018). Robotized democracies. US and EU: Neo-feudalism and citizenship income? Amazon.
Open Access Government (2017). Rise of the robots in the public sector. Retrieved from: https://www.openaccessgovernment.org/rise-robots-publicsector/40598/ (accessed: 20.06.2020).
Pieczarka, K. (2017). Polska e-administracja na tle państw członkowskich Unii Europejskiej w rankingu Indeksu Gospodarki i Społeczeństwa Cyfrowego – DESI. Prace Naukowe Wyższa Szkoła Zarządzania i Przedsiębiorczości z siedzibą w Wałbrzychu (=
Samorząd Terytorialny Organizacja Funkcjonowania i Kierunki Rozwoju), 41(2), 113–126. Retrieved from: http://www.pracenaukowe.wwszip.pl/prace/prace-naukowe-41.pdf (accessed: 20.06.2020).
Prestes, E., Carbonera, J. L., Fiorini, S. R., Jorge, V. A. M., Abel, M., & Madhavan, R. (2014). Towards a core ontology for robotics and automation. Robotics Autonomous Systems, 61(11), 1193–1204.
Sasak, J. (2020). Software Robots in Business Process Automation. In K. S. Soliman (Ed.), Education Excellence and Innovation Management: A 2025 Vision to Sustain Economic Development during Global Challenges; Proceedings of the 35th International Business Information Management Association Conference (IBIMA); 1–2 April 2020, Seville, Spain; International Business Information Management Association, USA, 3157–3165.
Shepherd, D. A., & Sutcliffe, K. M. (2011). Inductive Top-Down Theorizing: A Source of New Theories of Organization. Academy of Management Review, 36(2), 361–380.
Schön, D. A. (1992). The Theory of Inquiry: Dewey’s Legacy to Education. Curriculum Inquiry, 22(2), 119–139.
Sirinterlikci, A., Zane, L., & Sirinterlikci, A. L. (2009). Active learning through toy design and development. Journal of Technology Studies, 35(2), 14–22.
Sobczak, A. (2013). Koncepcja cyfrowej transformacji sieci organizacji publicznych. Roczniki Kolegium Analiz Ekonomicznych, 29, 279–293.
Sobczak, A. (2019). Nadchodzą autonomiczne przedsiębiorstwa. Retrevied from https://www.sztucznainteligencja.org.pl/nadchodza-autonomiczne-przedsiebiorstwa-rozmowa-z-prof-andrzejem-sobczakiem/ (accessed: 20.06.2020).
Szczudlińska-Kanoś, A., (2020). The directions of development of public electronic services in Poland in times of demographic crisis. In Soliman, K. S. (Ed.), Education Excellence and Innovation Management: A 2025 Vision to Sustain Economic Development during Global Challenges; Proceedings of the 35th International Business Information Management Association Conference (IBIMA); 1–2 April 2020, Seville, Spain; International Business Information Management Association, USA, 3017–3025.
Teuben, H., & Vierlink, K. (2017). The new machinery of government: Robotic Process Automation in the public sector. Deloitte.
Westerman, G., Calméjane, C., Bonnet, D., Ferraris, P., & McAfee, A. (2011). Digital Transformation: A Roadmap for Billion-Dollar Organizations. Findings from Phase 1 of the Digital Transformation Study Conducted by the MIT Center for Digital Business and Capgemini Consulting. Retrevied from https://www.capgemini.com/wp-content/uploads/2017/07/Digital_Transformation__A_Road-Map_for_Billion-Dollar_Organizations.pdf (accessed: 20.06.2020).
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Published
2021-05-13
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Open Access, licence: CC-BY 4.0
How to Cite
Baran, G., Berkowicz, A., Marzec, M., Sasak, J., & Szczudlińska-Kanoś, A. (2021). The Opportunities and Threats Resulting from Robotic Process Automation in Public Service Development. Journal of Public Governance, 52(2), 17-27. https://doi.org/10.15678/ZP.2020.52.2.02
