| 1. |
- Ayele, Workneh Y., et al.
(författare)
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A Process Model for Generating and Evaluating Ideas : The Use of Machine Learning and Visual Analytics to Support Idea Mining
- 2020
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Ingår i: Electronic Government and the Information Systems Perspective. - Cham : Springer. - 9783030589561 - 9783030589578 ; , s. 189-203
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Konferensbidrag (refereegranskat)abstract
- The significance and possibilities of idea generation and evaluation are increasing due to the increasing demands for digital innovation and the abundance of textual data. Textual data such as social media, publications, patents, documents, etc. are used to generate ideas, yet manual analysis is affected by bias and subjectivity. Machine learning and visual analytics tools could be used to support idea generation and evaluation, referred to as idea mining, to unlock the potential of voluminous textual data. Idea mining is applied to support the extraction of useful information from textual data. However, existing literature merely focuses on the outcome and overlooks structuring and standardizing the process itself. In this paper, to support idea mining, we designed a model following design science research, which overlaps with the Cross-Industry-Standard-Process for Data Mining (CRISP-DM) process and adapts well-established models for technology scouting. The first layer presents and business layer, where tasks performed by technology scouts, incubators, accelerators, consultants, and contest managers are detailed. The second layer presents the technical layer where tasks performed by data scientists, data engineers, and similar experts are detailed overlapping with CRISP-DM. For future research, we suggest an ex-post evaluation and customization of the model to other techniques of idea mining.
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| 2. |
- Ayele, Workneh Yilma, et al.
(författare)
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A Systematic Literature Review about Idea Mining : The Use of Machine-Driven Analytics to Generate Ideas
- 2021
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Ingår i: Advances in Information and Communication. - Cham : Springer. - 9783030731021 - 9783030731038 ; , s. 744-762
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Konferensbidrag (refereegranskat)abstract
- Idea generation is the core activity of innovation. Digital data sources, which are sources of innovation, such as patents, publications, social media, websites, etc., are increasingly growing at unprecedented volume. Manual idea generation is time-consuming and is affected by the subjectivity of the individuals involved. Therefore, the use machine-driven data analytics techniques to analyze data to generate ideas and support idea generation by serving users is useful. The objective of this study is to study state-of the-art machine-driven analytics for idea generation and data sources, hence the result of this study will generally serve as a guideline for choosing techniques and data sources. A systematic literature review is conducted to identify relevant scholarly literature from IEEE, Scopus, Web of Science and Google Scholar. We selected a total of 71 articles and analyzed them thematically. The results of this study indicate that idea generation through machine-driven analytics applies text mining, information retrieval (IR), artificial intelligence (AI), deep learning, machine learning, statistical techniques, natural language processing (NLP), NLP-based morphological analysis, network analysis, and bibliometric to support idea generation. The results include a list of techniques and procedures in idea generation through machine-driven idea analytics. Additionally, characterization and heuristics used in idea generation are summarized. For the future, tools designed to generate ideas could be explored.
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| 3. |
- Ayele, Workneh Yilma, 1978-
(författare)
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A toolbox for idea generation and evaluation : Machine learning, data-driven, and contest-driven approaches to support idea generation
- 2022
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Ideas are sources of creativity and innovation, and there is an increasing demand for innovation. For example, the start-up ecosystem has grown in both number and global spread. As a result, established companies need to monitor more start-ups than before and therefore need to find new ways to identify, screen, and collaborate with start-ups.The significance and abundance of data are also increasing due to the growing digital data generated from social media, sensors, scholarly literature, patents, different forms of documents published online, databases, product manuals, etc. Various data sources can be used to generate ideas, yet, in addition to bias, the size of the available digital data is a major challenge when it comes to manual analysis.Hence, human-machine interaction is essential for generating valuable ideas where machine learning and data-driven techniques generate patterns from data and serve human sense-making. However, the use of machine learning and data-driven approaches to generate ideas is a relatively new area. Moreover, it is also possible to stimulate innovation using contest-driven idea generation and evaluation. However, the measurement of contest-driven idea generation processes needs to be supported to manage the process better. In addition, post-contest challenges hinder the development of viable ideas. A mixed-method research methodology is applied to address these challenges.The results and contributions of this thesis can be viewed as a toolbox of idea-generation techniques, including a list of data-driven and machine learning techniques with corresponding data sources and models to support idea generation. In addition, the results include two models, one method and one framework, to better support data-driven and contest-driven idea generation. The beneficiaries of these artefacts are practitioners in data and knowledge engineering, data mining project managers, and innovation agents. Innovation agents include incubators, contest organizers, consultants, innovation accelerators, and industries.Future projects could develop a technical platform to explore and exploit unstructured data using machine learning, visual analytics, network analysis, and bibliometric for supporting idea generation and evaluation activities. It is possible to adapt and integrate methods included in the proposed toolbox in developer platforms to serve as part of an embedded idea management system. Future research could also adapt the framework to barriers that constrain the development required to elicit post-contest digital service. In addition, since the proposed artefacts consist of process models augmented with AI techniques, human-centred AI is a promising area of research that can contribute to the artefacts' further development and promote creativity.
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| 4. |
- Ayele, Workneh Y., et al.
(författare)
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Eliciting Evolving Topics, Trends and Foresight about Self-driving Cars Using Dynamic Topic Modeling
- 2020
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Ingår i: Advances in Information and Communication. - Cham : Springer. - 9783030394448 - 9783030394455 ; , s. 488-509
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Konferensbidrag (refereegranskat)abstract
- Self-driving technology is part of smart city ecosystems, and it touches a broader research domain. There are advantages associated with using this technology, such as improved quality of life, reduced pollution, and reduced fuel cost to name a few. However, there are emerging concerns, such as the impact of this technology on transportation systems, safety, trust, affordability, control, etc. Furthermore, self-driving cars depend on highly complex algorithms. The purpose of this research is to identify research agendas and innovative ideas using unsupervised machine learning, dynamic topic modeling, and to identify the evolution of topics and emerging trends. The identified trends can be used to guide academia, innovation intermediaries, R&D centers, and the auto industry in eliciting and evaluating ideas. The research agendas and innovative ideas identified are related to intelligent transportation, computer vision, control and safety, sensor design and use, machine learning and algorithms, navigation, and human-driver interaction. The result of this study shows that trending terms are safety, trust, transportation system (traffic, modeling traffic, parking, roads, power utilization, the buzzword smart, shared resources), design for the disabled, steering and control, requirement handling, machine learning, LIDAR (Light Detection And Ranging) sensor, real-time 3D image processing, navigation, and others.
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| 5. |
- Crusoe, Jonathan, 1991-
(författare)
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Open Government Data as a Reform and Ecosystem : A conceptual framework for evolution and health
- 2021
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Introduction: This doctoral thesis in Information Systems disentangles the interplay of an OGD reform and an OGD ecosystem. Open government data (OGD) refers to data shared by public organizations, in the role of providers, following certain principles for anyone to reuse. An OGD reform transforms parts of society so that an OGD ecosystem can coalesce and realize benefits (e.g., economic growth or transparency). An OGD ecosystem consists of providers sharing data, enrichers developing products or services on this data, and seekers using the data, products, or services to satisfy their needs.Problem and Purpose: Previous OGD research tends to encompass an OGD reform into an OGD ecosystem, which can restrict the possibilities to understand the evolution and health of an OGD ecosystem. Because, an OGD reform is a temporary transformation, while an OGD ecosystem includes sustained processes for a purpose. It obfuscates the possible interplay between an OGD reform and an OGD ecosystem, which could affect the health of the ecosystem. Health is an OGD ecosystem’s ability to achieve its higher purpose while benefiting its actors without harming others. Reform and evolution are related since both refer to the change of actors. The purpose of my doctoral thesis is to disentangle the interplay between an OGD reform and an OGD ecosystem to understand how it can affect the health of an OGD ecosystem.Research Design: I set out to explore the Swedish OGD ecosystem from 2016 to 2019. The research expanded to international explorations between 2019 and 2021. My research is qualitative and encompasses an introductory part and five articles. The papers include (1) a comparison between two providers, (2) an enricher framework, (3) diagnosis of the Swedish OGD ecosystem, (4) lessons drawn from public utilities, and (5) how providers and enrichers can consider seekers in their work. I then revisited my empirical material to perform additional analysis to synthesize a conceptual framework called reform-ecosystem (RE-ECO) framework.Findings: The RE-ECO framework depicts the interplay between an OGD reform and an OGD ecosystem and how it could affect the ecosystem's health. An OGD reform is conceptualized as a checkerboard and an OGD ecosystem as an ocean ecosystem. OGD actors transform a reciprocal structure to coalesce an OGD ecosystem through persuasion, collaboration, transformation, and evaluation. The OGD ecosystem consists of strands of data-information cycles and identification nodes, which work to realize certain benefits. The OGD actors can transform local conditions, step between ecosystems, and mutation-load to affect the health of an OGD ecosystem.Contribution: The theoretical contribution of this doctoral thesis is the RE-ECO framework. The thesis also concludes that an OGD ecosystem is an ancillary, symbiotic ecosystem; mutation-loading can control and fuel the change of actors; OGD actors can step between their OGD reform, their OGD ecosystem, and other ecosystems; the landscape metaphor reveals how an OGD reform can constrain the health of an OGD ecosystem; and actors can experience tensions between an OGD reform and an OGD ecosystem. OGD researchers are suggested to further study the interplay between an OGD reform and an OGD ecosystem. OGD practitioners should follow ``high-value, high-impact'' and ``publish with purpose'' principles rather than ``open by default'' or ``raw data now'' principles.
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| 6. |
- 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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| 7. |
- Güner, Evrim Oya, et al.
(författare)
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Robotic Process Automation as Routine Capability : A Literature Review
- 2020
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Ingår i: Proceedings of the 28th European Conference on Information Systems (ECIS). - : Association for Information Systems.
-
Konferensbidrag (refereegranskat)abstract
- Organisations have started to implement Robotic Process Automation (RPA) to improve process efficiency and to advance business process management (BPM) practise. However, literature tends to study RPA from a limited technical view and thus, we have not yet gained a sufficient understanding of how RPA advances BPM practises. To mitigate this gap, we conduct a literature review and analyse 13 reported cases of RPA through the lens of technology as routine capability (Swanson 2019). The results indicate that a few early adopters have implemented RPA. RPA creates new “machine” routines and become integral of humans’ new routines. RPA as routine capability does advance practises in individual, organisational and social levels though we only have evidence from the 13 cases found in literature. The evidence also indicates that changes of RPA are intertwined in the four modes: design, execution, diffusion and shift. The research contributes to a deeper understanding of how RPA changes and cultivate routine capability and advanced BPM practises. In addition, we apply and critically examine technology as routine capability as the analytical framework for understanding how RPA advance BPM practise.
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| 8. |
- Heidlund, Marcus
(författare)
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Clash of Modernities in a Digital Age
- 2023
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- The importance of digitalization is increasingly recognised in academia, practice, and social life as a whole. In discussions of digitalization, the terms “transformative” or “transformation” are used to highlight the future ideal future as a result from intensified use of computers and digitalized technology. In the pursuit of this desired future, the notion of modern comes to mind, with Latour’s statement that how modern and non-modern are a demarcation of time: when something is modern, it is of a different time. Thus, in order to study digitalization with an emphasis on the larger, transformative scale and considering different interests, this thesis provides an exposé the phenomenon of digitalization’s wider ramifications using theories of modernity. Whilst modernity theories have been extensively used in sociology, they have rarely been applied in information systems or e-Government research. To operationalise modernity theories, first and second (reflexive) modernity are used. The thesis is based on three research papers on the Swedish public-sector context, focusing on digitalization and regional development (Paper I), municipal policies (Paper II), and local municipal employees’ translations of their digitalization policy (Paper III). In order to aid me in looking into digitalization I drew on previous research from fields such as philosophy of technology and science and technology studies, which have long studied technology in relation to society. The analysis revealed two distinct ideas. The first is that of digitalization as an efficient juggernaut, a large runaway engine going full throttle towards its desired destination: a digitalized society that utilises all of the benefits digitalization provides. Second, Latour’s notion, described in We Have Never Been Modern, of the public sector as stuck reproducing 19th century values of industrialisation, when closer inspection reveals that these 19th century values of efficiency, control, and rationality are not equipped to handle second modernity issues such as democracy and participation. The contribution of this thesis is twofold: i) a theoretical contribution, using modernity as a theoretical lens in order to understand digitalization and society; and ii) a methodological contribution, operationalising the discursive landscape of digitalization, using different levels of analysis to aggregate the findings to a higher abstraction level. Suggestions for future research include consideration of the problems regarding democracy and participation, which were the core of Scandinavian information systems research during the latter half of the 20th century. I advocate for revisiting these ideas and taking inspiration from both critical information systems and participatory design in Scandinavia.
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| 9. |
- Hjalmarsson Jordanius, Anders, et al.
(författare)
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Digital Transformation of the Automotive Industry Through Collaboration Hubs : The Development of Mobility X Lab to Source Startups Through Matchmaking
- 2021. - 2
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Ingår i: Digitalization Cases Vol. 2. - Cham : Springer. - 9783030800024 - 9783030800031 ; , s. 203-225
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- (a) Situation faced: The prospects of digitalization in the automotive industry are enormous with emerging technology concepts, such as electrification, autonomous driving, connected mobile services, and new business models. However, digital innovation has proven difficult for original equipment manufacturers (OEM) due to complex organizational structures, corporate cultures, and technological inertia associated with the automotive industry. In a recent rating of the 50 firms that best combine new technology with effective business models, only 2 were automotive companies. The obstacles to digital innovation are related to closed innovation processes and to deficient collaboration forms with external development firms, i.e., startups. (b) Action taken: To overcome these challenges, a coalition of incumbent automotive and telecommunication firms set up a joint incubator, the Mobility X Lab (MXL), to engage with startups to support internalizing external technologies. Since its inception, the incubator has gone through several development phases and is currently transforming into a collaboration hub. So far, MXL has admitted 5 batches including 40 startups. An important distinguishing characteristic of MXL is that it only admits startups with two or more coalition partners involved. (c) Results achieved: MXL started as an incubator with a mentoring-based accelerator program. As MXL has developed, it has transformed into a collaboration hub and a neutral partner for fostering startup collaboration and engagement in the automotive industry. Based on lessons learned from startup batches and partner discussions, MXL has advanced, from offering traditional mentoring support, to be a central node in the innovation ecosystem of future mobility in Sweden, thus becoming a matchmaker for startup collaboration, providing guidance and access for startups to incumbent automotive and telecommunication firms and at the same time providing the partners with access to external technology, supporting them to stay relevant. (d) Lessons learned: Through the development of MXL, a coalition of established automotive and telecommunication firms have learned to manage some of the tensions related to digital transformation of their industry. By examining the case of MXL, a number of lessons can be learned: (1) Ensure partner interest through the “two partners” criteria, (2) initial emphasis on engaging startups and less focus on a complete process, (3) announce partner needs without disclosing partner pain-points, (4) coach startups and corporate partners simultaneously, (5) manage expectations early for both startups and corporate partners, (6) develop and implement sound collaboration measures, and (7) joint headship requires a consensus-based governance model
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| 10. |
- 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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| 11. |
- 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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| 12. |
- 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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| 13. |
- 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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| 14. |
- 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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| 15. |
- Juell-Skielse, Gustaf, et al.
(författare)
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Towards Service Automation in Public Organizations
- 2022. - 1
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Ingår i: Service Automation in the Public Sector. - Cham : Springer. - 9783030926434 - 9783030926441 ; , s. 3-10
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Bokkapitel (refereegranskat)abstract
- This title aims at presenting the latest advancements and findings from research on service automation in public sector organizations. The authors of the chapters use a mix of social- and technical approaches to increase our understanding of public service automation. The chapters present and discuss the conceptualization of automation of service in public organizations, empirical examples of automation applications in public organizations, and implementation challenges that can arise from public sector service automation. The overall ambition is to aid and inspire researchers and practitioners to advance their knowledge on service automation in public organizations, as well as to provide a foundation for policy development and future research. In this introductory chapter, we give a brief overview of the included chapters. We then synthesize a set of gaps in the current understanding of service automation in public organizations and provide suggestions for future research. We conclude that there is a continued need to observe and learn from empirical examples and a want for more critical studies on the social- and societal consequences of increased service automation in public organizations.
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| 16. |
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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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