Digitalisering och automatisering i offentlig myndighet - En fallstudie om digitaliseringens påverkan inom Skatteverket

Abstract

This study investigates the impact of digitalization on work processes and customer relationships, exploring the interconnectedness between these domains. Utilizing institutional theory, the Technology Acceptance Model (TAM) and Customer Relationship Management (CRM) frameworks to help understand the connection, the research adopts a qualitative approach. Interviews were conducted with employees at a public authority to gather insights into their experiences and perceptions. The findings indicate a clear connection between enhanced digital work processes and improved customer relationships. The adoption of digital platforms has not only streamlined internal workflows but also increased the accuracy and accessibility of information for customers, fostering more efficient and effective interactions. This study contributes to the understanding of how digitalization influences organizational dynamics and customer engagement within the public sector.