Einsatz von Robotic Process Automation zur Optimierung von Verwaltungsprozessen in administrativen Bereichen

Abstract

Robotic Process Automation (RPA) is defined as a software technology capable of automating rulebased, structured, and repetitive tasks without requiring significant changes to existing IT systems. The objective of this Bachelor's thesis is to examine the use of Robotic Process Automation in administrative environments and to analyze how this technology can contribute to increased efficiency, error reduction and process optimization. The study focuses not only on the technical requirements and possibilities but also considers the organizational, economic, and social impacts, as well as user acceptance. This thesis first outlines the functionality and main components of RPA – bots, orchestration, and development environments – and distinguishes RPA from related technologies. Subsequently, the paper explores administrative processes as a suitable application field for RPA. These processes are often highly standardized, involve low cognitive demands, and consist of repetitive manual tasks, making them ideal candidates for automation. The benefits, such as time savings, cost reduction, and quality improvement, are examined alongside challenges like technical barriers, acceptance issues, and insufficient process knowledge. A key component of the thesis is an empirical study on the acceptance of RPA among actual users within an international corporation. The results indicate, that RPA is largely perceived as beneficial. Users particularly appreciate the relief from monotonous tasks and therefore the ability to focus on more complex activities. The majority prefers RPA to operate in the background without frequent direct interaction. Nevertheless, some uncertainties were identified regarding responsibility shifts, transparency, and potential impacts on existing workflows. The study finds, that RPA represents a valuable tool for optimizing administrative processes. However, successful and sustainable implementation requires more than just technical expertise; it demands organizational support, careful process selection and active employee involvement. Looking ahead, RPA is expected to evolve through integration with Artificial Intelligence into Intelligent Process Automation, offering new opportunities but also introducing additional challenges for organizations.

Date of Award	2025
Original language	German (Austria)
Supervisor	Josef Wolfartsberger (Supervisor)