Idag går teknikutvecklingen och digitaliseringen snabbt framåt. För att kunna dra nytta av digitaliseringens möjligheter krävs bland annat förändringsarbete. Tidigare forskning visar att det är brist på empiriska studier om förändringsarbete inom offentlig sektor. Syftet med studien är därför att bidra med kunskap inom ämnet förändringsarbete inom offentlig sektor och ge en djupgående förståelse för hur ledare arbetar med förändringsarbete. Genom en kvalitativ studie studerar vi hur ledare inom offentliga verksamheter arbetar med förändringsarbete i samband med systemimplementeringar och hur benägna de är till att genomföra förändringsarbete. Vår studie är baserad på sex djupgående intervjuer fördelade på två ledare på en region och fyra ledare på en kommun i Sverige. Studien är även baserad på förändringsmodellen ADKAR för att undersöka hur ledare arbetar med förändringsarbete utefter dessa milstolpar. Resultatet av studien visade att ledare inom de offentliga verksamheter där studien genomfördes, arbetar aktivt med förändringsarbete genom att kommunicera och vara transparenta i verksamheterna vid implementering av nya informationssystem samt är i stor omfattning benägna till att genomföra förändringsarbete. Studien har även resulterat i ett förbättringsförslag till ADKAR-modellen, i form av en utökning med ytterligare en milstolpe kallad Openness. Den nya förändringsmodellen blir ADKARO. / Today, technological developments and digitalization are moving forward at a rapid pace, however in order to benefit from the advantages of digitalization, change management is required. Previous research shows that there are not enough empirical studies on change management in public organizations. The purpose of the study is therefore to contribute with knowledge within the subject of change management and to provide a thorough understanding of how leaders in the public sector work with change management. Through a qualitative study, we research how leaders in public organizations work with change management when implementing new information systems and how inclined they are to implement change management. The study is based on six interviews, two within a region and four within a municipality in Sweden. The study was conducted using the change management model ADKAR to evaluate how leaders work with change management. The results of the study showed that leaders within the public sector where the study was conducted, are actively working on change management by communicating and being transparent within their organizations when implementing new information systems and are to a large extent inclined to carry out change management. The study also resulted in an improvement proposal for the ADKAR model, by extending the model with another acronym called Openness. The new model for change management becomes ADKARO.

The objective of this study is to gain an understanding of how change leaders and managers affect a change implementation in a municipality. To help increase the understanding, the study examines the change project Skolplattformen which was implemented in Sweden's largest municipality Stockholms stad. This to uncover areas that possibly could improve change initiatives in the public sphere. The literature review of the study examines the concepts of public sector related change, change management and change leadership in order to help answer our research questions. This qualitative single case study is conducted primarily through 13 semi-structured interviews with five interviewees, combined with data from publicly published documents. The findings are analyzed through subcategories derived from the theoretical concepts and suggest that the scale of the change project was too complex to implement smoothly in a municipal environment. Hence, lack of communication was shown, the timeframe prolonged and strategic changes in structure was at times unexplained. In the end, Skolplattformen did not meet expectations in relation to time and cost spent.

In this paper I analyse the first use of work studies in Swedish hospitals, between 1944 and 1960. The overall purpose of the study is to increase the knowledge of how Taylorism was introduced in the Swedish welfare state. The operational purpose is to increase the knowledge of how tayloristicwork studies influenced the health service and its employees, and how the health service influenced the tayloristic methods and the engineers who conducted the work studies.In the early 1940s, the shortage of trained staff and raising costs became motivations for rationalising Swedish healthcare. The idea of using work studies as a method of rationalisation was driven by the state, in contrast both to early attempts in the US as well as when Taylorism was introduced in Swedish industry. This "push" from the state, rather than a "pull" from hospitals and the fact that only five engineers were working on work studies in the entire healthcare sector, are the reasons why work studies did not produce any measurable economic results. To be able to use work studies at the hospitals, the engineers made major changes to the original tayloristic methods. All movement studies were scrapped, and four out of ten rationalisation proposals were not based on traditional Taylorism. All groups, except doctors, were studied but a difference can be seen from 1955 when rationalisation proposals were directed only at the supportfunctions. The reason for this was that the engineers worked on behalf of the regional councils, which steered the engineers away from direct care and towards support functions such as laundry. The professional identity of Swedish engineers after the First World War focused on cooperation, neutrality, problem solving and fact-based decisions. The same professional identity can be seen for the engineers in the healthcare sector, who also actively used their professional identity as an argument why their work could contribute to the healthcare system and its rationalisation. After 1960, Taylorism gained more ground in Swedish healthcare and the work studies most likely played a role in this, but it was not until hospitals were more industrialised that Taylorism was widely disseminated in the healthcare sector. It is, therefore, hard to say that it was the work studies that led to the industrialisation of hospitals in Sweden.

Background and Problem: The audit expectation gap is an interesting phenomenon whereseveral academics and researchers have studied this subject in the audit environment. However,in relation to the research conducted on the audit expectation gap in the private sector, a lack ofresearch exists on the audit expectation gap in the public sector. The importance ofunderstanding and realising the audit expectation gap in the public sector relies on the threatthe gap has on the legitimacy and trust of the national audit offices and public auditors. Purpose: This research study aims to explore the audit expectation gap in the public sector.The study seeks to investigate what manifests the audit expectation gap between the SwedishNational Audit Office and the society of Sweden. In addition, the study aims to moreoverunderstand the reasons for making the audit expectation gap emerge. Method: The study includes two different research methods aimed to explore the differentperceptions of the public auditors and the society concerning the roles and responsibilities ofpublic state auditors. Semi-structured interviews with auditors from the Swedish National AuditOffice were conducted to comprehend their perception of public auditors. In comparison,content analysis on a published news article of the Swedish National Audit Office was observedto comprehend the Swedish society’s perceptions of public auditors. The two research methodswere then analysed and compared to explore if an audit expectation gap exists between thedifferent perceptions. Findings: The findings provide an understanding of different contributors causing an auditexpectation gap to emerge between the Swedish National Audit Office and Swedish society.The findings suggest that the audit expectation gap can be a consequence of the public lack ofknowledge in the office, poor performance or failure to adhere to core ethical principles byeither the individual auditor or office or the efficiency of the standard and its sufficiency toprovide with high-quality auditing. When such situations or circumstances emerge, the findingsindicate that an audit expectation gap is manifested between the Swedish National Audit Officeand the Swedish society.

Svenska offentliga organisationer har behov av ärendehanteringssystem för att hantera offentlighetskraven som ställs på dem. En flora av sådana system finns, men det saknas anpassade metoder för att införa dessa, vilket kan resultera i misslyckade investeringar och brister i organisationernas måluppfyllelse. Denna studie föreslår därför en modell för införande av ärendehanteringssystem, som ska ge organisationerna det stöd de behöver i införandeprojekten. Studien utfördes genom en kvalitativ metod grundad på design science research där även element av action research ingick. De fyra forskningsfaserna som ingick var en intervjustudie, en litteraturstudie, framtagande av en införandemodell och utvärdering av modellen. En modell för införande av ärendehanteringssystem kallad NOKI-modellen togs fram, vilken grundade sig på tidigare forskning samt på de problem som upplevdes hos två svenska offentliga organisationer. Modellen utvärderades genom att appliceras på ett systeminförande hos de två organisationerna. Organisationerna var över lag nöjda med resultatet av införandet enligt NOKI-modellen, och uppfattade att modellen var ett bra stöd som även kunde ha ett värde för andra organisationer vid liknande systeminföranden. De lärdomar som drogs genom att utvärdera NOKI-modellens tydlighet, innehåll och implementationsvärde ledde till en föreslagen uppdaterad version kallad NOKIv2 som dock inte har utvärderats inom studien. Inga etiska problem med studien har kunnat identifieras då den ställts mot de kriterier som gäller för svensk forskning. En samhällelig aspekt med studiens resultat är att offentliga organisationer som, med hjälp av NOKI-modellen, genomför ett lyckat införande av ett ärendehanteringssystem sedan bättre kan uppfylla sina offentlighetskrav. Studiens resultat och slutsatser förmodas vara värdefulla för organisationer som skall införa ett ärendehanteringssystem samt för forskare som studerar införandeprocesser. / Swedish public organizations have a need for recordkeeping systems to handle the legal requirements placed on them. A flora of such systems exists, but there is a lack of properly adapted methods for adopting these systems, which can result in failed investments and lack of fulfillment of the organizational goals. The thesis was done through a qualitative method based on design science research where elements of action research also were present. The four phases of the thesis were a practical study, a theoretical study, the creation of a model for system adoption and finally an evaluation of the model. A model for the adoption of record keeping systems called the NOKI-model was created, which was based on earlier research as well as on the problems that were perceived by two Swedish public organizations. The model was evaluated by applying it on a system adoption project in the two organizations. The two organizations were generally pleased with the results of the system adoption through the NOKI-model, and perceived that the model was useful and that it also should have a value for usage by other organizations when doing similar system implementations. The lessons learned by evaluating the clarity, content and value of implementation of the NOKI-model led to an updated version called NOKIv2 which has not been evaluated within this thesis. No ethical problems could be identified in the study, when placed against the criteria that apply for Swedish research. A societal aspect with the results of the thesis is that public organizations that, using the NOKI-model, successfully adopt a record keeping system will be better equipped to fulfill their requirements of public availability. The results and conclusions of the thesis are presumed to be valuable for organizations that are about to adopt a record keeping system, as well as for researchers that are studying system adoption processes.

Lean Thinking has been widely implemented in various industries in the production context. Lately a number of companies in the service sector have developed lean systems within their organisations to improve efficiency, productivity, and quality of their services. In our study we are putting forward an approach for operational excellence using Lean Thinking principals in the public service context. The study was performed at the Swedish Tax Agency and the main process examined was mail-returns handling process, the main goal was to improve business process by eliminating non value adding activities within the mail-returns handling process. A thorough investigation of the Swedish Tax Agency process was carried out, primary (core) business process was identified. We examined the supporting processes and how they can affect the primary process performance, and we defined the activities associated with mail-returns handling process and the costs incurred, which led to having a fact-sheet that examined the entire process. Process mapping for the current state was carried out and Root Cause Analyses was performed. We identified root causes of the problem and process elements with high improvement potential, and we presented an optimisation proposal for the current state. Based on the optimisation proposal, an improvement proposal for the whole process was developed. Some of the notable attributes of this redesigned strategy were substantial cost savings and reduced process time. The proposal was approved by the Swedish tax agency and practical implementation is initiated.

Digitalization is an inevitable part of working life as well as life in general. At the same time, the leader is an important part of a business where they can act as an influential and engaging role.  The purpose of this essay is to look into the correlation between, leadership and digitalization. Moreover, what the effects are on businesses if digitalization projects are implemented and more so what the effects are if those projects are implemented in an unprepared organization. The method that formed the basis of the essay is of a qualitative approach as well as an abductive approach. Nine informants were interviewed and gave their own perspective on, and experience of, digitalization. Results, that have been obtained through studies, show that leadership has an effect on digitalisation which can be contributed to communication, environment and employees’ engagement. Leadership is the foundation of successful digitalisation and successful digitalisations in certain areas leads to, improvement of Leadership opportunities Conclusions that can be drawn from the results are that leadership’s commitment, involvement and communication is perceived to be important in creating a pleasant working environment, satisfied employees and a well-functioning business. The leader role has been determined to play an important part in various areas of a business and particularly when implementing digitalization.

Denna studie baseras på en fallstudie på myndigheten Statens tjänstepensionsverk (SPV). Myndigheten har hand om tjänstepensioner till personer som varit eller är statligt anställda. Studiens syfte var att kartlägga hur en svensk myndighet arbetar med innovationens in­ledande faser, idégenerering och idéhantering samt urval av idéer. Metoderna som användes var intervjuer av medarbetare samt en enkätundersökning på myndigheten. Resultatet visar att det råder olika uppfattning om vad som ska definieras som innovation bland de tillfrågade. Det finns i dagsläget inte något strukturerat sätt att arbeta med innovationens inledande faser på SPV. Däremot finns det en tydlig process för idéer kopplat till utvecklingsarbete. Förslag och idéer på mindre vidareutvecklingsprojekt kan hanteras direkt i teamen, medan vid mer omfattande idéer behövs ett initiativ skickas in för att därefter prioriteras i en gemensam portfölj. I studien framkom det att för idéer som inte rör det dagliga utvecklingsarbetet så var processen mer otydlig. Över 29 % svarade i enkätstudien att de inte visste var de ska vända sig med idéer. Urvalet av idéer sker direkt i teamen tillsammans med chef i de fall förslagen inte är allt för omfattande. För större projekt sker urvalet av de som ansvarar för portföljen. Fyra grundläggande kriterier vid urval och prioritering framkom. Dessa var kundnytta, rätts­säkerhet, effektivitet och kvalitet. / This study was based on a case study on Statens tjänstepensionsverk (The National Government Employee Pensions Board, SPV). The government agency handles occupational pensions for persons that are or have been a government employee. The purpose of this study was to chart how a Swedish government agency works with the front end of innovation, idea generation and idea management together with selection of ideas. The methods used were interviews of co-workers and a survey on the government agency. The result shows that there are different opinions about what are to be classified as an innovation and not among those surveyed. Today, there are no structured way to work with the front end of innovation at SPV. However, there are a clear process for ideas concerning development, where suggestions and ideas for smaller development projects can be handled directly by the teams, whilst for more large-scale projects an initiative must be sent in for prioritizing in SPV’s joint portfolio. In the study it emerged that for ideas concerning the daily development work the process is more indistinct. Over 29 % answered in the survey that they did not know where to go if they came up with an idea. The selection of ideas is done directly in the teams together with the boss in those cases the idea is not too extensive. For larger projects, the selection is made by those responsible for the portfolio. Four fundamental criteria used for selection and prioritising where found. These were customer value, the rule of law, effectiveness and quality.

Syfte och frågeställningar: Syftet med uppsatsen är att undersöka och problematisera vad som motiverar chefer och ledare inom en förvaltning på en kommunal nivå att fortsätta sin anställning. Studiens frågeställningar är: Vilka motivationsfaktorer är viktiga för chefer och ledare inom en offentlig förvaltning i frågan om fortsatt anställning? Vilken betydelse har individuell utveckling för chefer och ledare inom en offentlig förvaltning när det kommer till fortsatt anställning och arbetsmotivation? Hur bibehåller chefer och ledare inom en offentlig förvaltning sin arbetsmotivation? Material och metoder: Studien utgår från en kvalitativ forskningsmetod med en abduktiv ansats. Studien har sin grund i semistrukturerade intervjuer med sju respondenter. Det empiriska materialet har därefter analyserats och jämförts med tidigare forskning inom motivation, Herzbergs tvåfaktorsteori samt teorin om inre och yttre motivationsfaktorer. Huvudresultat: Gemensamt för respondenterna är vikten av frihet, att ha roligt på jobbet och strävan att utveckla verksamheten till det positiva. Hos samtliga respondenter föreligger det även ett starkt emotionellt band som ses som såväl positivt som negativt. Respondenterna är väldigt måna om individuell utveckling men tycker att det läggs allt för mycket energi på utbildningar som enbart är repetitiva för dem. De hade hellre tagit del av en mer individanpassad utbildningsplan. Vidare är det tydligt att lön inte är en drivande motivationsfaktor hos respondenterna. Idag är respondenterna nöjda med sina löner menmenar att det var en större motivationsfaktor i början av deras karriärer. I nuläget finns andra motivationsfaktorer som spelar roll, bland annat de som redogjorts för ovan. / Purpose: The purpose of the following study is to investigate and problematize what motivates managers and leaders within an administration at a municipal level to continue their employment. The study´s questions at issue are: Which motivating factors are most outstanding among the managers and leaders within an administration at a municipal level in the question of continued employment? How important is the individual development for the managers and leaders within an administration at a municipal level when it comes to continued employment and work motivation? How do the managers and leaders within an administration at a municipal level maintain their work motivation? Method: The study is based on qualitative research with an abductive approach. The study is based on semi-structured interviews with seven respondents. The empirical material has been analyzed and compared with previous research, Herzberg's two-factor theory and the theory of internal and external factors in relation to motivation. Main result: Common to the respondents is the importance of freedom, having fun at work and the aim to develop the school in a positive way. All respondents also have a stronge motional bond that is seen as both positive and negative. The respondents truly care about individual development but believe that too much energy is put into education that is only repetitive for them. They would rather have taken part in a more individualized education plan. Furthermore, salary is not a driving motivating factor among the respondents. Today, the respondents are satisfied with their salaries but believe that it was a major motivating factor at the beginning of their careers. At present, there are other motivating factors that are more important, including those described above.

TITEL: Den offentliga sektorns förändringsagent - En kvalitativ flerfallsstudie av hur mellanchefen inom den offentliga sektorn bedriver förändringsledning vid digital transformation FÖRFATTARE: Ebba Jonsson och Jennifer Lindén HANDLEDARE: Janet Johansson BAKGRUND: Samhället genomgår en digital transformation. Människor har i allt högre grad digitaliserat sina vardagliga liv och ställer krav på att den offentliga sektorn följer med i utvecklingen. Den digitala transformationen kräver teknisk kompetens men studier visar att ledarskapet är avgörande för en lyckad digital transformation. Mellanchefen som befinner sig mellan den strategiska ledningen och den operativa verksamheten har en viktig roll i förändringsarbetet vid den digitala transformationen. Den digitala transformationen innebär stora förändringar varför denna blir intressant att undersöka i kontexten av offentlig sektor, som enligt litteraturen är stabil och trögrörlig. SYFTE & FORSKNINGSFRÅGOR: Syftet med denna studie är att skapa en djupare förståelse för hur mellanchefen inom den offentliga sektorn bedriver förändringsledning vid digital transformation. - Utifrån Kotters modell, hur arbetar mellanchefer inom den offentliga sektorn för att skapa en grund för och vidare implementera förändring? - Hur arbetar mellanchefer inom den offentliga sektorn för att bemöta hindrande faktorer, liksom motstånd från medarbetarna, vid förändringsledning? SLUTSATS & KUNSKAPSBIDRAG: Studien bidrar till litteraturen kring ledarskap och förändringsledning vid digital transformation genom att rikta fokus på mellanchefen inom offentlig sektor. Studien visar att mellanchefsrollen är mångsidig och komplex. Med hjälp av en organisationsstruktur som uppmuntrar till förändring och ett tydligt uppdrag kan mellanchefen hantera och balansera ett tryck från både externa och interna intressenter. Mellanchefens strukturella närhet till den operativa styrkan men även den strategiska ledningen leder till att den digitala transformationen kan förankras i och anpassas efter verksamheten. Mellanchefen kan i sin position arbeta för att involvera, motivera och engagera medarbetarna i förändringsarbetet vid digital transformation. NYCKELORD: Förändringsledning, mellanchef, digital transformation, ledarskap, offentlig sektor. / TITLE: The Change Agent within the Public Sector - A qualitative multiple case study of how the middle manager in the public sector conducts change management in digital transformation AUTHORS: Ebba Jonsson and Jennifer Lindén SUPERVISOR: Janet Johansson BACKGROUND: The society is going through a digital transformation. Citizens are increasingly digitalizing their everyday life and they require that the public sector is following the technological development. The digital transformation requires technical competencies, but studies show that leadership is crucial for a successful digital transformation. The middle manager situated between the strategic management and the operational level will have an important role in the change process. The digital transformation comes with major and rapid organizational changes. An interest awakens to examine the digital transformation in the context of the public sector, which according to previous literature is stable and inert. AIM & RESEARCH QUESTIONS: The aim of this study is to create deeper understanding of how the middle manager within the public sector conducts change management within digital transformation. - Based on Kotter’s model, how do the middle managers within the public sector create a solid ground for implementing a change? - How do the middle managers within the public sector handle hindering factors, such as resistance to change from the employees, when leading a change? CONCLUSION & CONTRIBUTION: The study contributes to the literature on leadership and change management in digital transformation by focusing on the middle manager in the public sector. The study shows that the middle manager role is complex and versatile. Having an organizational structure that encourages change together with a clear mission, the middle manager can handle and balance pressure and interests from both external and internal stakeholders. The middle manager's structural proximity to both the operational forces and the strategic management lead to that the change can be anchored in all parts of the organization and adapted to the operations. The middle manager can be a key player, working as a change agent, within the digital transformation. KEY WORDS: Change Management, Middle Manager, Digital Transformation, Leadership, Public Sector.