Service Automation in the Public Sector: Concepts, Empirical Examples and Challenges

This edited volume highlights the latest advances in and findings from research on service automation in public sector organizations, using a mix of social and technological approaches. It discusses the automation of services in public organizations from a conceptual standpoint, presents empirical examples, and considers implementation-related challenges. The goal is to aid and inspire researchers and practitioners to expand their knowledge of service automation, while also providing a foundation for policy development and future research.

Format: Hardback
Length: 230 pages
Publication date: 15 March 2022
Publisher: Springer Nature Switzerland AG

This edited volume showcases the most recent advancements and discoveries in research on service automation in public sector organizations. The contributing authors employ a diverse range of social and technological approaches to enhance readers' comprehension of public service automation. The individual chapters explore the automation of services within public organizations from a conceptual perspective, present empirical illustrations of automation applications in public institutions, and examine the implementation-related challenges that may arise. The overarching objective of the book is to facilitate and motivate researchers and practitioners to broaden their expertise in service automation within public organizations, while also serving as a foundation for policy development and future research endeavors.

Following a concise introductory chapter, the book delves into significant gaps in our current knowledge of service automation in public organizations and offers recommendations for future research. Moreover, it contends that there is a persistent need to observe and learn from empirical examples, as well as a requirement for more critical studies on the social and societal implications of heightened service automation in public organizations.

The subsequent chapters delve into various aspects of service automation in public sector organizations. Chapter 2 provides an overview of the theoretical foundations and principles underpinning service automation. It discusses the benefits and challenges associated with automation, as well as the potential risks and ethical considerations. Chapter 3 explores the practical applications of service automation in public organizations, including case studies and examples from different sectors. Chapter 4 examines the implementation challenges and strategies associated with service automation, such as data privacy, security, and user acceptance. Chapter 5 discusses the role of government policies and regulations in shaping the adoption and implementation of service automation in public organizations. Chapter 6 explores the future trends and opportunities in service automation, including the potential for artificial intelligence, machine learning, and blockchain technology. Chapter 7 provides a concluding reflection on the significance of service automation in public sector organizations and the challenges and opportunities that lie ahead.

In conclusion, this edited volume offers a comprehensive and insightful examination of service automation in public sector organizations. The contributions of the contributing authors provide valuable insights and perspectives on the latest advancements and challenges in this field. By expanding our understanding of service automation, this book contributes to the development of effective policies and practices that can enhance the efficiency, effectiveness, and sustainability of public services.

Weight: 530g
Dimension: 235 x 155 (mm)
ISBN-13: 9783030926434
Edition number: 1st ed. 2022