The effects of digitalisation of SU on the work of SU workers

Abstrakt

The purpose of the study is to investigate the process of digitalisation of SU in order to gain understanding on how e-government development projects may affect the workers. The research question is; “How has digitalisation of SU affected the work of SU workers?”, and it is supplemented with a secondary research question; “Why has digitalisation of SU affected the workers as it has?”. The researcher interviewed three SU administrators, and the head of the department and specialist consultant from the responsible authority for the digitalisation of SU. The results show that digitalisation has not improved the efficiency of the service or enhanced the empowerment of the worker. The reasons are due to difficulties with data integration between the SU systems, and lack of user involvement.