The Social Perspective and the Role of Humans in the Acceptance of RPA Technology in Public Institutions

The purpose of this article is to examine the social determinants of the acceptance of Robotic Process Automation (RPA) technology in public administration and to identify factors that facilitate or hinder its implementation. The study adopts a qualitative approach in the form of a case study involving public sector organizations that have deployed RPA solutions. The research methods included project documentation analysis and semi-structured interviews with employees, conducted based on the MARPA model. Data were analyzed using content analysis supported by NVivo software. The findings indicate that the acceptance and effective implementation of RPA in public institutions depend not only on the perceived usefulness and ease of use of the technology but also on social and organizational factors such as trust, employee participation in the design process, and managerial support. Digital competencies and employees’ sense of job security also play a critical role. The results confirm that digital transformation in public administration is a socio-technical process that requires a human-centered approach.