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: Paperback / softback
Length: 230 pages
Publication date: 16 March 2023
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.

A concise introductory chapter precedes the book, outlining significant gaps in our current knowledge of service automation in public organizations and offering recommendations for future research. Furthermore, the book argues 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. They examine the theoretical foundations and principles underlying service automation, discuss the benefits and challenges associated with its implementation, and explore the role of technology, policy, and human factors in shaping the adoption and outcomes of automation.

The book also includes case studies and empirical research that provide practical insights into the application of service automation in different public sector contexts. These examples illustrate the successes, failures, and lessons learned from implementing automation initiatives, and offer valuable guidance for researchers and practitioners seeking to expand their knowledge and expertise in this field.

In conclusion, this edited volume serves as a valuable resource for researchers, practitioners, policymakers, and anyone interested in understanding the latest developments and implications of service automation in public sector organizations. By leveraging a combination of social and technological approaches, the contributing authors have contributed to a deeper understanding of this critical topic, and have provided a foundation for future research and policy development.

Weight: 373g
Dimension: 235 x 155 (mm)
ISBN-13: 9783030926465
Edition number: 1st ed. 2022