SNYGGT PÅ PAPPRET, SVÅRT I VERKLIGHETEN En studie av implementeringen av omorganisationen i Försäkringskassan

Abstract

In a constantly changing world state agencies have to be able to re-organize to meet their customers’ expectations, without compromising the agency’s daily work. The state agencies’ work is highly important since it is through them that most citizens meet political decisions. It is therefore essential that a state agency can re-organize while providing quality service to its customers. This thesis aims to contribute to the implementation research by studying the implementation process of the re-organization of Försäkringskassan (The Swedish Insurance Agency) in 2008. Implementation theory often consist of list of factors, for example planning and surveillance, that should be fulfilled to succeed with an implementation. It is established that during the implementation process Försäkringskassan had problems fulfilling their daily tasks and the period was stressful for the employees. By interviewing employees at Försäkringskassan and carefully going through first hand material, such as annual reports, the study shows that the re-organization was carried out in a short time which led to that other factors, such as participation and transparency, were not prioritized. The main conclusion of the thesis is that the aim for an implementation process should not be to fulfil all factors stated by the implementation theory, since that is not possible in the reality. Instead, the specific case should decide which factors are important for the process. Otherwise the written plan will say something else than what is actually happening.