Automating social assistance: Exploring the use of robotic process automation in the Swedish personal social services

Abstract

AbstractMany European countries employ Robotic Process Automation (RPA) in the administration of public benefits. However, there is limited understanding of how RPA is applied at the client level. This article investigates the utilization and impact of RPA use on social assistance (SA) distribution in Sweden, drawing on a sample of 800 SA applications in four Swedish municipalities. The results show that RPA use correlates with applicants' country of birth, age and duration of SA receipt. Additionally, RPA implementation coincides with less generous decisions, disproportionately affecting financially vulnerable groups. Rather than a correlation between generosity and the technology itself, the results suggest a conflict between the reorganisation of SA administration during RPA implementation and the principle of individualized judgments inherent in SA casework. Hence, public organisations are encouraged to ensure that their adoption of RPA neither exacerbates unequal access to services nor compromises professional discretion in favour of efficiency‐driven measures.