Unpacking the digitalisation of public services: Configuring work during automation in local government

The digitalisation of public services involves not only the transformation relationship between service providers and clients, but also administration work. While most studies sector have focused on practical outcomes for quality work, none unpacked , or theorised, how these changes actually come about in practice. This paper fills this gap by drawing a study in-house adaptation digital automation tool (an RPA) Swedish local authority. In article, we pay attention to what we, inspired Donna Haraway Lucy Suchman, call ‘configuring work’, i.e. weaving together affordances technology, materials, discourses, roles power structures. contribution is two-fold. First, demonstrates empirically took place through an emergent, relational process that involved both social material. Second, adopting idea work’ paying effects this, show was successively shaped particular vested interests, ethics, discourses algorithmic materialities comprised it. helps us discuss reason why, extant literature, threatens professional autonomy administrators as well why it may reduce quality. Finally, suggest some issues be addressed future research.