In this chapter, we focus on analyzing a single case of partial automatization in office work. We assess
the productivity effects of partial automatization of office work and how
employees adjust to digital change. We approach this by developing a
fine-grained measurement instrument designed to evaluate productivity
in the automatization environment. In parallel, we look at the adaptation
process through employees’ eyes via focus group discussions. The human
agency in a complex, digitizing service production environment faces
endless updates and successive but typically incomplete automatization
projects. This raises concerns about employees’ abilities and motivation
to adapt and, consequently, about the sustainability and true productivity
impact of digital automatization.