Value Positions Viewed through the Lens of Automated Decision-making: The Case of Social Services

Agneta Ranerup*, Helle Zinner Henriksen

*Kontaktforfatter af dette arbejde

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Resumé

As the use of digitalization and automated decision-making becomes more common in the public sector, civil servants and clients find themselves in an environment where automation and robot technology can be expected to make dramatic changes. Social service delivery in Trelleborg, Sweden, is the setting for a case study of the goals, policies, procedures, and responses to a change in how social assistance is delivered using automated decision-making. Interviews with politicians and professionals complemented with government documents and reports provide the empirical data for the analysis. Four value positions: Professionalism, Efficiency, Service, and Engagement, are used as the analytical framework. The findings reveal that the new technology in some respects has increased accountability, decreased costs, and enhanced efficiency, in association with a focus on citizen centricity. While the findings establish a congruence among instances of some value positions, a divergence is observed among others. Examples of divergence are professional knowledge vs. automated treatment, a decrease in costs vs. the need to share costs, and citizen trust vs. the lack of transparency. The study confirms the power of applying the value positions lens in e-Government research
OriginalsprogEngelsk
Artikelnummer101377
TidsskriftGovernment Information Quarterly
Vol/bind36
Udgave nummer4
Antal sider13
ISSN0740-624X
DOI
StatusUdgivet - okt. 2019

Bibliografisk note

Published online: May 29, 2019

Emneord

  • Automated decision-making
  • Digitalization
  • E-government
  • Public values
  • Robotic process automation
  • Social services

Citer dette

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abstract = "As the use of digitalization and automated decision-making becomes more common in the public sector, civil servants and clients find themselves in an environment where automation and robot technology can be expected to make dramatic changes. Social service delivery in Trelleborg, Sweden, is the setting for a case study of the goals, policies, procedures, and responses to a change in how social assistance is delivered using automated decision-making. Interviews with politicians and professionals complemented with government documents and reports provide the empirical data for the analysis. Four value positions: Professionalism, Efficiency, Service, and Engagement, are used as the analytical framework. The findings reveal that the new technology in some respects has increased accountability, decreased costs, and enhanced efficiency, in association with a focus on citizen centricity. While the findings establish a congruence among instances of some value positions, a divergence is observed among others. Examples of divergence are professional knowledge vs. automated treatment, a decrease in costs vs. the need to share costs, and citizen trust vs. the lack of transparency. The study confirms the power of applying the value positions lens in e-Government research.",
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Value Positions Viewed through the Lens of Automated Decision-making : The Case of Social Services. / Ranerup, Agneta; Henriksen, Helle Zinner.

I: Government Information Quarterly, Bind 36, Nr. 4, 101377, 10.2019.

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

TY - JOUR

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AU - Henriksen, Helle Zinner

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PY - 2019/10

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N2 - As the use of digitalization and automated decision-making becomes more common in the public sector, civil servants and clients find themselves in an environment where automation and robot technology can be expected to make dramatic changes. Social service delivery in Trelleborg, Sweden, is the setting for a case study of the goals, policies, procedures, and responses to a change in how social assistance is delivered using automated decision-making. Interviews with politicians and professionals complemented with government documents and reports provide the empirical data for the analysis. Four value positions: Professionalism, Efficiency, Service, and Engagement, are used as the analytical framework. The findings reveal that the new technology in some respects has increased accountability, decreased costs, and enhanced efficiency, in association with a focus on citizen centricity. While the findings establish a congruence among instances of some value positions, a divergence is observed among others. Examples of divergence are professional knowledge vs. automated treatment, a decrease in costs vs. the need to share costs, and citizen trust vs. the lack of transparency. The study confirms the power of applying the value positions lens in e-Government research.

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