Analytical codes
| Codes from Rose et al.’s public value framework (2015) | Excerpts of caseworkers’ description on automation and professional values |
|---|---|
| Equity | Interviewer: What is the major benefit with the RPA? |
| Caseworker: I would say that it is … what directly comes to mind is, what the RPA does … at our unit, the RPA prepares the case and handles it equally for everyone. The RPA takes care of all errands in the same manner [ …] | |
| Legality | Interviewer: What is the major benefit with the RPA? |
| Caseworker: I would say that it is more legally secure, and that … there are so many details in this work. It’s about so many things … you apply for a cost here, and we approve a certain part of it, and the RPA helps to keep track of the correct cost […] So, it is more legally secure this way | |
| Accountability | Interviewer: Who is responsible for the decision made by [name of RPA]? |
| Caseworker: There is no signature on these [automatic] decisions. So, it is … (hesitates) the government as a whole who stands behind these decisions. I don’t think any of the bosses are assigned responsibility for these decisions. I don’t really know. But I don’t think so | |
| Efficiency | Interviewer: What is the major benefit with the RPA? |
| Caseworker: A case manager handles around 5–8 cases per day that you have time to finish. […] So, there are perhaps 200–300 cases a day that are active. [name of the automatic case worker] stands for maybe 1/3 of the inflow of these cases. So, it is still, in terms of numbers, a couple of hundred thousand cases that that [name of the automatic case handler] completely handles. He is very quick! | |
| Service | Interviewer: Are there other benefits with the RPA? |
| Caseworker: better for the client who can write 24/7 – phone, letter, my messages, many more inflow channels. […] So, it’s good that they can write, because they can write anytime twenty-four-seven and they will get some kind of response from me | |
| Codes inductively generated in transcript analysis | |
| Relational work | Interviewer: What is the major benefit with RPA? |
| Caseworker: But my hope, well my hope is that it will give me a little more space to maybe do those little extra things for the clients. Or like this – take that little extra meeting to check the situation or something like that. So, after all, we want to be there for, for the clients, sort of move them forward | |
| Discretion | Interviewer: What is the major drawback with RPA? |
| Caseworker: Absolutely that you can automate certain things, but I think exactly this … Based on the legislation that we work with, it’s like we have to make individual assessments and that, yes, I think that you lose a little. Or it will be, it will be very difficult anyway | |
| Codes from Rose | Excerpts of caseworkers’ description on automation and professional values |
|---|---|
| Interviewer: What is the major benefit with the RPA? | |
| Caseworker: I would say that it is … what directly comes to mind is, what the RPA does … at our unit, the RPA prepares the case and handles it equally for everyone. The RPA takes care of all errands in the same manner [ …] | |
| Interviewer: What is the major benefit with the RPA? | |
| Caseworker: I would say that it is more legally secure, and that … there are so many details in this work. It’s about so many things … you apply for a cost here, and we approve a certain part of it, and the RPA helps to keep track of the correct cost […] So, it is more legally secure this way | |
| Interviewer: Who is responsible for the decision made by [name of RPA]? | |
| Caseworker: There is no signature on these [automatic] decisions. So, it is … (hesitates) the government as a whole who stands behind these decisions. I don’t think any of the bosses are assigned responsibility for these decisions. I don’t really know. But I don’t think so | |
| Interviewer: What is the major benefit with the RPA? | |
| Caseworker: A case manager handles around 5–8 cases per day that you have time to finish. […] So, there are perhaps 200–300 cases a day that are active. [name of the automatic case worker] stands for maybe 1/3 of the inflow of these cases. So, it is still, in terms of numbers, a couple of hundred thousand cases that that [name of the automatic case handler] completely handles. He is very quick! | |
| Interviewer: Are there other benefits with the RPA? | |
| Caseworker: better for the client who can write 24/7 – phone, letter, my messages, many more inflow channels. […] So, it’s good that they can write, because they can write anytime twenty-four-seven and they will get some kind of response from me | |
| Relational work | Interviewer: What is the major benefit with RPA? |
| Caseworker: But my hope, well my hope is that it will give me a little more space to maybe do those little extra things for the clients. Or like this – take that little extra meeting to check the situation or something like that. So, after all, we want to be there for, for the clients, sort of move them forward | |
| Discretion | Interviewer: What is the major drawback with RPA? |
| Caseworker: Absolutely that you can automate certain things, but I think exactly this … Based on the legislation that we work with, it’s like we have to make individual assessments and that, yes, I think that you lose a little. Or it will be, it will be very difficult anyway | |
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