=Paper=
{{Paper
|id=Vol-2797/paper38
|storemode=property
|title=What is this 'RPA' they are selling?
|pdfUrl=https://ceur-ws.org/Vol-2797/paper38.pdf
|volume=Vol-2797
|authors=Daniel Toll,Fredrik Söderström
|dblpUrl=https://dblp.org/rec/conf/egov/TollS20
}}
==What is this 'RPA' they are selling? ==
https://ceur-ws.org/Vol-2797/paper38.pdf
Daniel Toll*, Fredrik Söderström**
*Linköping University, SE-581 83 Linköping, Sweden, daniel.toll@liu.se
**Linköping University, SE-581 83 Linköping, Sweden, fredrik.soderstrom@liu.se
Abstract: Robotic Process Automation (RPA) is being adapted by public sector organizations as a
means to solve challenges yet new problems and challenges arise. One reason for this may be a
mismatch between how RPA is portrayed and what it turns out to be. This paper covers the first
analysis in a study that compares the portrayal of RPA by vendors by that of public sector.
Keywords: Robotic Process Automation, RPA, Service Automation, Digitalization, Digital
Transformation, Public Sector ICT
1. Introduction
Robotic Process Automation (RPA) is software automation of repetitive tasks. RPA has received
significant interest due to its potential to solve some of the current challenges of public sector
organizations. The vendors have grand visions and high hopes that RPA solutions will have an al-
humans. However, there are challenges ahead and new problems arising when adopting and
implementing RPA. One potential reason may be due to how RPA is portrayed and what it is
received to be. We are looking into the differences of how RPA is portrayed and received by the
vendors and the public sector. So far we have performed an analysis of the vendor portrayal of RPA,
which we present in this paper.
2. Method
We have conducted a content analysis (Krippendorf, 2004) inspired by grounded theory (Glaser and
Strauss, 1967). The study is qualitative and interpretative (Walsham, 1995; 1993). The data used is
content from websites of the five largest RPA vendors (Gartner, 2019); a ranking based on estimated
market share in 2018. These websites describe what RPA is. Prior to analysis the text from these
websites were extracted. The steps performed during analysis were: (1) Open coding, where each
sentence were coded with its messasge(message) and type of message (category) as shown in the
example in Table 1, (2) Cleaning of categories, where categories were consolidated or removed,
groups were also formed to categorize categories, (3) Clustering of messages, similar messages were
clustered together, and (4) Filtering, where only clusters based on messages from at least three of
the five vendors were kept for rigor.
Copyright ©2020 for this paper by its authors. Use permitted under Creative Commons License Attribution 4.0 International (CC BY 4.0).
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Table 11: Example of Open Coding.
the technology that allows anyone today to configure computer
What is the message? (Message) What type of message is it? (Category)
RPA is a technology Description of RPA (describing statement)
RPA can be used by anyone Feature (a trait of the technology)
Configure a software robot Operation (information about how it works)
Emulate the actions of a human Capability (what the technology is capable of)
Execute business processes Purpose (the purpose of the technology)
3. Results
We present the results in Figure 1 and Figure 2. Figure 1 shows the relative distribution of clusters
within their categories and groups. Figure 2 shows the groups, categories and clusters. In total, the
results are based on 428 coded rows. In Figure 1, the inner circle represents the groups and the outer
circle the categories. The size of the categories is determined by the number of clusters for the
respective category. A group contains categories, a category contains clusters, and a cluster is a
collection of similar messages.
Figure 1: The Groups and Categories. Size of categories relative to number of clusters.
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Figure 2: The Groups, Categories, and Clusters.
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4. Conclusions So Far
Emphasizes arguments of acquiring RPA, followed by RPA usage and to a lesser degree the
definition of RPA. The overall portrayal is positive but, in some parts, vague. The highly
optimistic perception of RPA may cause the requirements and efforts needed to be
underestimated.
Is not fully comprehensive, as there are areas of relevance that are covered minimally or not
at all. This is unsurprising since the data could be considered marketing material. The absence
of certain dimensions may however lead to underestimating requirements and efforts needed
for successful RPA implementation and usage.
Is associated or related to AI, which in turn could risk RPA being interpreted as a smarter
concept than it is. This can lead to confusion as to what is what and for which purposes the
respective technologies can be used.
5. Continuation
We plan to continue this study by including empirical data from the public sector, to cover both of
these perspectives. This is something we already have some data for. We will then compare the two
portrayals to spot differences, problematize about the reasons for these differences and discuss
possible implications.
References
Gartner. (2019). Gartner Says Worldwide Robotic Process Automation Software Market Grew 63% in 2018.
Retrieved from https://www.gartner.com/en/newsroom/press-releases/2019-06-24-gartner-says-
worldwide-robotic-process-automation-sof
Glaser, B., & Strauss, A. (1967). The discovery grounded theory: strategies for qualitative research. Chicago:
Aldin.
Krippendorff, K. (2004). Content analysis: An introduction to its methodology (2nd ed.). Thousand Oaks:
Sage Publications.
Walsham, G. (1993). Interpreting information systems in organizations: Wiley Chichester.
Walsham, G. (1995). Interpretive case studies in IS research: nature and method. European Journal of
Information Systems, 4(2), 74-81.
About the Authors
Daniel Toll
Daniel Toll has a background in cognitive science and information systems and is currently working towards
his PhD in information systems at Linköping University, Sweden. His research is focused on how the use of
artificial intelligence and automation technologies in public sector organizations affect society.
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Fredrik Söderström
Fredrik Söderström, PhD, Senior Lecturer, Information Systems and Digitalization. Research interest and
expertise in the opportunities and challenges of public sector digitalization.