There are many benefits to Robotic Process Automation (RPA). Despite the benefits, many organizations are hesitant to implement the technology. Even those who implement it, do not always attain the expected outcomes, or in some cases have failed the project altogether (Wewerka & Reichert 2021). It can be difficult to identify processes suitable for RPA automation. Implementing process automation in municipal activities is not only challenging in day-to-day operations but the very idea of process automation is considered to be the savior of the system welfare should be considered with caution (Toll et al. 2021).
Many Swedish municipalities are facing foremost challenges, such as increased expenses and reduced income, let alone the lack of human resources. Consequently, more and more municipalities are exploring the possibility of an RPA robot taking over administrative tasksto meet impending challenges. This study outlines and describes the opportunities and challenges that arose during RPA implementation in Swedish municipalities.
The study's question has been answered using a qualitative method where semi-structured interviews have been used for data collection. A conceptual model developed by Santos et al. (2020) has been used as a scheme to carry out and analyze the implementation of RPA in Swedish municipalities.
To sum up, it can be stated that RPA enables the efficiency of the process as long as clear goals can be developed with RPA. By having an RPA robot perform certain tasks the designated human resources will be freed up. However, the municipalities lack strategies on how to best utilize the freed resources and the time gained, which is a challenge that needs to be prioritized.
The study concluded that the process mapping has been a challenge for the municipalities, a factor that at the same time is considered crucial for a successful implementation of RPA. Furthermore, it has been identified that unclear duties and responsibilities in the project can lead to project failure. Two main roles have been identified as vital for a project team to succeed with RPA implementation: a business analyst and an RPA developer.
RPA is not considered the best solution for automation, and this is why other more stable technologies are backed whenever possible. The following criteria have been used to assess which processes are best suited to automation: (1) the process needs to be rule-based, (2) standardized, (3) digital, (3) have an adapted login method for robots, (4) avoid updates/procurements in a near future, and (5) have a large volume.
Preliminary work is often required to improve the process before automation. The RPA project as such should run as an iterative process, and that requires the involvement of the business in the entire implementation process. This means that businesses have a better understanding of RPA development and can come up with more suggestions for the automation of certain processes.