Changing tasks and changing public servants? The digitalisation and automation of public administrative work

Due to digitalisation, automation, and the use of artificial intelligence in policy implementation, public administrations are adapting their workflows and organisational structures. We explore the impact of the digital transformation on the nature of tasks as well as the subsequent (potentially) changing demand for competences and job profiles in public executive agencies, based on a comparative case study and semi-structured interviews with over 60 public servants from three key administrative services in Germany – electronic tax returns, internet-based vehicle registrations, and digital building applications. The findings reveal less complex tasks being partially substituted and core discretionary tasks being standardised. We highlight the emergence of “work for digitalisation” that often remains “invisible”, including “compensating work” (scanning, IT support), “connecting work” (software maintenance) and “cleaning work” (validating data), resulting in an overall increased workload. Additionally, there is a need for role-specific new competences and upskilling of middle-level public servants. Our results indicate a potential substitution of traditional administrative job profiles but a growing demand for highly skilled, academically trained public servants. The findings therefore challenge the notion that digitalisation and automation threaten human labour or effectively counteract staff shortages. Rather, (potential) benefits, burdens, and job perspectives are distributed unevenly across job profiles.