There is a demand for systematic assessments of actual impacts of au-tomation of decision and case management in public services. The aim of the paper is to investigate how effectiveness and quality aspects are considered in public services that are introducing automation, based the case of Income support in four Swedish municipalities. Based on empirical evidence from reported sta-tistics and qualitative interviews and observations, the study found that munici-palities using RPA scored higher on quality indicators and user satisfaction. In-crease of resource spending showed in three of the municipalities, regardless they use or not RPA. Among the qualitative effects we found mutual changes between the RPA-integration and adjustments and the organization of work and exercise of authority.