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Cognitive Robotic Process Automation: Concept and Impact on Dynamic IT Capabilities in Public Organizations

In: Service Automation in the Public Sector

Author

Listed:
  • Gustaf Juell-Skielse

    (University of Borås)

  • Prasanna Balasuriya

    (Stockholm University)

  • Evrim Oya Güner

    (Stockholm University)

  • Shengnan Han

    (Stockholm University)

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.

Suggested Citation

  • Gustaf Juell-Skielse & Prasanna Balasuriya & Evrim Oya Güner & Shengnan Han, 2022. "Cognitive Robotic Process Automation: Concept and Impact on Dynamic IT Capabilities in Public Organizations," Progress in IS, in: Gustaf Juell-Skielse & Ida Lindgren & Maria Åkesson (ed.), Service Automation in the Public Sector, pages 65-88, Springer.
    • Handle: RePEc:spr:prochp:978-3-030-92644-1_4
    DOI: 10.1007/978-3-030-92644-1_4
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