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| 2. |
- Güner, Evrim Oya, et al.
(författare)
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Enhancing routine capability through RPA : A case survey
- 2022
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Ingår i: Service Automation in the Public Sector. - Cham : Springer Nature. - 9783030926434 - 9783030926441 ; , s. 169-168
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Bokkapitel (refereegranskat)abstract
- Robotic Process Automation (RPA) adoption is increasing in the public sector for improving the quality and the efficiency of public services. However, we have not yet gained a sufficient understanding of how RPA advances public service practices and process routines in public organizations. To mitigate this gap, we conducted a literature review and analyzed eight reported cases of RPA in public sector organizations through the lens of technology as routine capability (Swanson 2019). The results indicate that most of the cases are from the public sector in the Nordic countries, e.g., Sweden, Norway, and Finland. RPA creates new “machine” routines and becomes integral to humans’ new routines in public service’s processes and practices. RPA as routine capability advanced practices at individual, organizational, and social levels. The evidence also indicated that changes triggered by RPA were intertwined in the four modes of routine capability: design, execution, diffusion, and shift. The research contributed to a deeper understanding of how RPA changes and cultivates routine capability and advances public service practices. In addition, we applied and critically examined technology as routine capability as the analytical framework for understanding how RPA advanced public service practices.
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| 3. |
- Juell-Skielse, Gustaf, 1964-
(författare)
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A Digital Solution for Private and Personalized E-Commerce
- 2024
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Opportunity Data privacy policy, such as GDPR, is often viewed as an obstacle for digital sales and service companies (DSS-companies). But what if personal big data could be used to create successful and friction free shopping experiences without jeopardizing privacy? And what if consumers could increase the control over their private big data at the same time? Online purchases, especially within retail, are often being return due to a gap between customer expectation and the actual product. Returns raise costs across the network and to environment. What if personal big data could increase the rate of purchases of products matching the expectation from the customer? And what if utilization of personal big data within e-commerce could have a positive impact for our planet? Approach The concept Cipers offers consumers and DSS-companies a digital solution that combines privacy and advanced analytics. Cipers is short for Consumer Integrity Personal data relevant Recommendations and Success attributes identification. It is the result of a six-week innovation sprint where professionals from four tech companies and five researchers from Borås University created and evaluated a tech solution for personalized e-commerce. Cipers offers consumers to sign up for an account which safely stores their personal data, making it friction free to get a more personalized treatment. The Cipers account offers consumers to get control and an overview of where, how, and why their personal data are being used. Lastly, at every given moment, the user of Cipers can use their account to retrieve their personal data and remove it from where it has been stored. For DSS-companies Cipers offers a cloud service that supports personalization of consumer offers and increases the intent to buy. Also, it helps DSS-companies to retrieve value and insights from consumers’ personal big data within threatening privacy. Taking all of this into account, Cipers will help DSS-companies achieve more successful purchases and less returns. The Rewards The cost for a DSS-company to use Cipers will be covered within 4 months of integration and the revenue will be more than four times the investment by the second year of usage, resulting in an increase in profit by SEK 2 million. Cipers as a business will reach break-even by the fifth year when targeting a local market with a revenue of SEK 184 million. When targeting a global market, break-even will be reached by the end of the first year with a revenue of SEK 296 million
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| 4. |
- Juell-Skielse, Gustaf, 1964-, et al.
(författare)
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Adoption of Robotic Process Automation in the Public Sector : A Survey Study in Sweden
- 2022
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Ingår i: International Conference on Electronic Government. - Cham : Springer Science and Business Media Deutschland GmbH. - 9783031150852 - 9783031150869 ; , s. 336-352
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Konferensbidrag (refereegranskat)abstract
- The public sector has increased its use of robotic process automation (RPA) in administration, decision making and citizen services. Available studies mostly focused on the specific cases of using RPA in public organizations. Thus, we lack the helicopter view of the adoption of RPA in a country. In this paper, we present the results of a national survey of RPA adoption in the public sector in Sweden. The results show that the awareness of RPA is high in the Swedish public sector although the level of adoption is still modest. Also, there are notable differences in the level of adoption between central and local government. The study goes beyond the limitations of case studies, and contribute new knowledge of RRA adoption, benefits, routine capability and governance on a national level. The knowledge and insights can serve as a reference for other countries and public administrative models.
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| 5. |
- Juell-Skielse, Gustaf, 1964-, et al.
(författare)
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Cognitive Robotic Process Automation (RPA) : Concept and impact on dynamic IT capabilities in public organizations
- 2022
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Ingår i: Service Automation in the Public Sector. - Cham : Springer Nature. - 9783030926434 - 9783030926441 ; , s. 65-88
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Bokkapitel (refereegranskat)abstract
- Robotic process automation (RPA) is considered as a significant aspect of modernizing and digitally transforming public administration towards a higher degree of automation. By adding cognitive artificial intelligence, the use of RPA can be extended, from rule-based, routine processes to more complex applications, involving semi- and unstructured information. However, we lack a clear understanding of what is meant by cognitive RPA and the impacts of RPA on public organizations’ dynamic IT capabilities. To fill this knowledge gap, we carried out a qualitative study by conducting 13 interviews with RPA system suppliers., An abductive approach was used in analyzing the interview data. We contribute with a definition and a conceptual system model of cognitive RPA and a set of propositions for how an extended notion of RPA affects dynamic IT capabilities in public sector organizations.
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| 6. |
- Juell-Skielse, Gustaf, 1964-
(författare)
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ERP adoption in small and medium sized enterprises
- 2006
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Enterprise resource planning (ERP) is established among a majority of small and medium sized companies in Kista Science City and seems to have a positive effect on organizational effectiveness. Kista Science City is Sweden’s largest corporate centre, with more companies and employees in a limited area than anywhere else in Europe. This study looks at the level of adoption of ERP functions, perceived organizational effectiveness and critical success factors. The most common use of ERP is for financial control and reporting, followed by order entry and purchasing. A significant relationship between the level of adoption and organizational effectiveness was found. Although Enterprise Resource Planning has become an established phenomenon the investments in ERP software are far from fully utilized. Most companies have started to use ERP to integrate functional areas but few companies have moved to extended ERP (ERPII). The adoption of functionality for customer relationship management seems to have started, but the use of e-commerce, business intelligence and supply chain management is very low. Different reasons for the low level of adoption are discussed and it is suggested that the interrelationship between SMEs and ERP-consultants be investigated further. ERP-consultants are important change agents and knowledge transfers for ERP and one way to interpret the data is that ERP-consultants are caught in a negative spiral where they focus on installations and technical maintenance of core ERP, which prevents them from developing new, extended ERP competence. An analysis of critical success factors showed that although technical competence was important socially oriented factors such as project teamwork and composition as well as communication had a greater effect on organizational effectiveness. Surprisingly enough, project management did not have any effect on organizational effectiveness. Common implementation methods for ERP focus on project management. It is suggested to further analyse if these methods could be improved by an increased adaptability to differences in company settings and requirements as well as through a better use of critical success factors. Organizational effectiveness can be measured in many ways and it was found that the success factors varied in terms of how they correlated with different measures. In the next step, the doctorial thesis, it is suggested that a prototype environment is developed to stimulate an increased use of extended ERP among small and medium sized companies. Several actors, such as SMEs, consultants, vendors and students would be involved. The prototype environment could facilitate enhancements of implementation methods and reduction of implementation costs through the development of reusable objects such as add-on solutions, process maps and system configurations. It could also help small and medium sized companies to investigate the business benefits of ERP by increasing involvement and familiarity while on the same time decrease costs and risks.
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| 7. |
- Juell-Skielse, Gustaf, 1964-, et al.
(författare)
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Implications of ERP as Service
- 2011
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Konferensbidrag (refereegranskat)abstract
- In this paper we present implications for using and delivering Enterprise Resource Planning as services (ERP-as-a-service). The objective is to construct a framework of opportunities and challenges for users and suppliers of ERP-as-a-service. The framework is based on a combination of literature study and field study and includes approximately 80 implications. New implications, not found in literature, were identified in the field study. Examples of new implications include: more focus on IT-value; simplified phasing of implementation and improved supplier brand. For future research it is suggested that the framework is tested in a larger setting and that implications are prioritized for certain industries and types of business models.
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| 8. |
- Juell-Skielse, Gustaf, 1964-
(författare)
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Improving Organizational Effectiveness through Standard Application Packages and IT Services
- 2011
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Today, the design, use and distribution of standard application packages are changing due to the emergence of service orientation. In the private sector, Enterprise Resource Planning (ERP) systems are extended to include IT services. In the public sector, standard application packages are integrated with IT services which are often referred to as e-Government. E-Government can be extended with mobile technology to add mobility to public processes, so called m-Government. The problem addressed in this thesis is how to improve organizational effectiveness through the use of standard application packages and IT services. The objectives are to: Develop a model for explaining the level of adoption of extended ERP among small and medium sized companies. Identify implications and design patterns of business models for service oriented ERP. Establish principles for the design of local government m-services. Develop a method for benefits evaluation of information systems with integrated services. The thesis contributes with theory for analyzing, explaining and predicting how the use of standard application packages as well as IT services affects organizational effectiveness. To practice, it provides new concepts that can change the perceptions and mental models that IS-professionals, such as management consultants, use in their professional lives. In particular, it provides implications, design principles, a model and a method for the use of services in conjunction with standard application packages in public and private sector organizations. For future research it is suggested to investigate how service orientation affects implementation methods for standard application packages and to investigate the requirements of completely integrated e-Government on e-services, business models and back-office systems.
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| 9. |
- Juell-Skielse, Gustaf, 1964-
(författare)
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Innovation av kundservice med AI : Att kombinera stora språkmodeller med lokala data
- 2024
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Språkmodeller, såsom Open AI GPT-4, erbjuder nya möjligheter för organisationer att förändra sina verksamheter. Men tekniken är så pass ny att få organisationer har hunnit utforska den närmare och undersöka hur den användas i konkreta tillämpningar. I och med språkmodellers mångsidighet passar det bra för flera aktörer att arbeta tillsammans utan att hamna i en konkurrenssituation. Därför genomfördes en innovationssprint på Techarena Borås av företagen Centiro, Eton Shirts, Netonnet, Hive and Five, och XPRNC tillsammans med Högskolan i Borås och Yrkeshögskolan i Borås. Utgångspunkten var utmaningar i fem kundsituationer: kundservice, produktbeskrivning, produktrekommendation, studievägledning och tonalitet. Resultatet består av fyra demonstratorer med tydliga affärsnyttor som alla bygger på tillämpningar av språkmodeller. I den här rapporten delar vi med oss av arbetsflöden, tekniska arkitekturer, utvärderingar, tekniska val och riktlinjer för att inspirera och visa hur organisationer kan dra nytta av tekniken i sina respektive verksamheter. Vi ser ett behov av fortsatt forskning kring de unika handlingsmöjligheter som språkmodeller erbjuder i olika sammanhang. Vi ser också ett behov av nya processmodeller för att beskriva och analysera de nya handlingsmöjligheterna.
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| 10. |
- Juell-Skielse, Gustaf, 1964-, et al.
(författare)
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Measuring the Effects of Using Digital Innovation Contests as Policy Tools : Towards an Assessment Instrument
- 2022
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Ingår i: ACM International Conference Proceeding Series. - New York, NY, USA : Association for Computing Machinery. - 9781450396356 ; , s. 339-343
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Konferensbidrag (refereegranskat)abstract
- Contests have emerged as national government policy tools to stimulate digital innovation and drive digital transformation of the public sector. However, few if any studies have delved deeper into measuring the effects of using digital innovation contests as policy tools. This short paper reports intermediate results from a case study of the Swedish Innovation Agency, Vinnova, who has recently organized its first contest to propel digital innovation to alleviate diabetes using sensitive personal data. Case study data was collected from semi-structured interviews, documents and two focus groups and then analyzed thematically. The result consists of seven identified effect categories related to using contests as innovation policy tools at a national level and an assessment instrument consisting of 25 items. The next step of the research project is to validate the assessment tool in use, against a larger sample of respondents from several stakeholders, including other public domains and other types of government agencies. © 2022 Owner/Author.
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| 11. |
- Juell-Skielse, Gustaf, 1964-, et al.
(författare)
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VAMEE : A Value Aware Method for Evaluating Inclusive E-Government Initiatives
- 2011
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Ingår i: The Practice of Enterprise Modeling. - Heidelberg : Springer. - 9783642248481 ; , s. 97-111
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Bokkapitel (refereegranskat)abstract
- The growing use of ICT solutions for improving the public sector has created a need for valuating e-government initiatives. A number of methods for this purpose have been developed, but they are typically restricted to analyzing the benefits and costs of only one single actor. There is, therefore, a need for methods that take a broader view and take into account entire networks of actors. This paper proposes a novel method, called VAMEE, the purpose of which is to produce a well-grounded and easily understandable valuation of an e-government initiative that takes into consideration the benefits, costs, and interrelationships of all actors concerned. The basis of the proposed method is a combination of enterprise modeling techniques, in particular goal modeling and value modeling, with an established method for cost benefit analysis (i.e. Peng). VAMEE is designed to be inclusive, easily understandable, and visual. These properties of the method will support accurate and unbiased valuations as well as improved innovation in the development of e-government initiatives.
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| 12. |
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Service Automation in the Public Sector : Concepts, Empirical Examples and Challenges
- 2022. - 1
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Samlingsverk (redaktörskap) (refereegranskat)abstract
- This edited volume highlights the latest advances in and findings from research on service automation in public sector organizations. The contributing authors use a mix of social and technological approaches to increase readers’ understanding of public service automation. The respective chapters discuss the automation of services in public organizations from a conceptual standpoint, present empirical examples of automation applications in public organizations, and consider the implementation-related challenges that can arise. The book’s overall goal is to aid and inspire researchers and practitioners to expand their knowledge of service automation in public organizations, while also providing a foundation for policy development and future research. Following a brief introductory chapter, the book addresses major gaps in our current understanding of service automation in public organizations, and provides suggestions for future research. Moreover, it argues that there is a continued need to observe and learn from empirical examples, and a need for more critical studies on the social and societal consequences of increased service automation in public organizations.
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