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It Is Always an Individual Assessment’: A Case Study on Challenges of Automation of Income Support Services
Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0001-6099-4252
Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-9905-0942
2019 (English)In: Electronic Government. EGOV 2019. Lecture Notes in Computer Science / [ed] Lindgren I. et al., 2019, Vol. 11685, p. 45-56Conference paper, Published paper (Refereed)
Abstract [en]

Income support schemes are key policies in an inclusive welfare state. To make them legitimate they are strictly regulated. As such they provide good prerequisites for standardization and automation, in theory. The aim of this paper is to analyze a case of municipal administration of income support, where automatization is resisted despite managements’ ambitions. We focus on the case workers’ interpretations of changes conducive to automatization and discuss how different service logics may explain the tensions and resistance of the frontline case workers. Our findings suggest that digitalisation and automatization challenge the balance of two logics and raise concerns of accountability in exercise of public authority; and concerns of value in terms of support towards self-sustainability and social integration of the clients (We are humbly grateful to the research council FORTE, for the opportunity to carry this research, through financing of the project: “The computer says no!” – en studie om det offentligas legitimitet och medborgares tillit när e-förvaltningen växer fram. We are also grateful to our informants in the Income Support unit in the municipality who shared their perceptions and experiences in this research.).

Place, publisher, year, edition, pages
2019. Vol. 11685, p. 45-56
Keywords [en]
Automatization, Income support, Manufacturing logics, Service logics, e-services
National Category
Public Administration Studies
Identifiers
URN: urn:nbn:se:liu:diva-162389DOI: 10.1007/978-3-030-27325-5_4ISBN: 978-3-030-27325-5 (electronic)ISBN: 978-3-030-27324-8 (print)OAI: oai:DiVA.org:liu-162389DiVA, id: diva2:1374224
Conference
Electronic Government. EGOV 2019.
Funder
Forte, Swedish Research Council for Health, Working Life and WelfareAvailable from: 2019-11-29 Created: 2019-11-29 Last updated: 2019-11-29

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S. Gustafsson, MarianaWihlborg, Elin

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CiteExportLink to record
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  • apa
  • harvard1
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