Bringing all clients into the system - Professional digital discretion to enhance inclusion when services are automated

Inf. Polity Pub Date : 2021-11-04 DOI:10.3233/ip-200268
Iréne Bernhard, E. Wihlborg
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引用次数: 2

Abstract

The increasing use of automated systems for decision-making and decision support in public administration is forming new practices and challenging public values since public services must be impartially accessible and designed for everyone. New robotistic process automation (RPA) systems are generally designed based on back-office structures. This requires clients to submit relevant data correctly in order for these services to function. However, not all potential or intended users of these services have the competence and the capacity to submit accurate data in the correct way. Front-line case workers at public agencies play critical roles in supporting those who have problems using the services due to the aforementioned accessibility requirements and thereby work in bridging digital divides. This article analyses strategies used by front-line case workers to complement RPA and improve the inclusion of all clients in the services. It builds on qualitative case studies at two Swedish authorities, including in-depth interviews and observations. The study shows that the discretion of the front-line case workers is limited by the RPA systems, and they also have limited discretion to support clients in their use of the digital services. Instead, they develop strategies in line with more service- and socially-oriented values; duty-oriented values are integrated into the RPA. The analysis shows the importance of forming new support structures for inclusion when public services are automated to maintain the core public values of inclusion and democratic legitimacy.
将所有客户纳入系统-专业的数字裁量权,以提高服务自动化时的包容性
在公共行政中越来越多地使用决策和决策支助自动化系统,正在形成新的做法和挑战公共价值,因为公共服务必须公正地提供,并为每个人设计。新的机器人过程自动化(RPA)系统通常是基于后台结构设计的。这要求客户端正确提交相关数据,以便这些服务能够正常工作。然而,并非所有这些服务的潜在用户或预期用户都有能力以正确的方式提交准确的数据。公共机构的一线个案工作者在支持那些由于上述无障碍要求而在使用服务方面存在问题的人方面发挥着关键作用,从而弥合了数字鸿沟。本文分析了一线个案工作者使用的策略,以补充RPA并提高服务中所有客户的包容性。它建立在两个瑞典当局的定性案例研究的基础上,包括深度访谈和观察。研究表明,一线个案工作者的自由裁量权受到RPA系统的限制,他们在支持客户使用数字服务方面的自由裁量权也有限。相反,他们制定的战略更符合以服务和社会为导向的价值观;责任导向的价值观被整合到RPA中。分析表明,当公共服务实现自动化时,形成新的包容性支持结构对于维护包容性和民主合法性的核心公共价值至关重要。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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