Digital Discretion: Unpacking Human and Technological Agency in Automated Decision Making in Sweden’s Social Services

TLDR

Robotic process automation has transformed civil servants’ daily practices in the public sector, especially in discretionary work, prompting a need to simplify and understand the new digital mode of discretion. The study examines an empirical case of RPA‑driven automated decision making in Swedish social services, focusing on its aspirational values, effects, and potential long‑term influence on fairness and uniformity. The authors conduct a detailed analysis of context, tasks, and activities to capture the interplay between humans and technology. The research shows that digitalization positively impacts civil servants’ discretionary practices—enhancing ethical, democratic, and professional values—and that a human–technology hybrid actor redefines social assistance practices.

Abstract

The introduction of robotic process automation (RPA) into the public sector has changed civil servants’ daily life and practices. One of these central practices in the public sector is discretion. The shift to a digital mode of discretion calls for an understanding of the new situation. This article presents an empirical case where automated decision making driven by RPA has been implemented in social services in Sweden. It focuses on the aspirational values and effects of the RPA in social services. Context, task, and activities are captured by a detailed analysis of humans and technology. This research finds that digitalization in social services has a positive effect on civil servants’ discretionary practices mainly in terms of their ethical, democratic, and professional values. The long-term effects and the influence on fair and uniform decision making also merit future research. In addition, the article finds that a human–technology hybrid actor redefines social assistance practices. Simplifications are needed to unpack the automated decision-making process because of the technological and theoretical complexities.