Sociotechnical framework for enabling citizen developers in hyperautomation environments

Abstract

Objective: To propose a sociotechnical framework for enabling citizen developers in hyperautomation environments, considering challenges related to training, governance, organizational support, and engagement required to scale citizen development initiatives. Theoretical framework: The study is grounded in the concepts of citizen development, low-code/no-code (LC/NC) platforms, hyperautomation, and sociotechnical theory. As an analytical reference, it adopts the Citizen Development Scaling Framework (CDSF), complemented by discussions on governance, organizational learning, and continuous capability development. Method: An exploratory qualitative case study was conducted in a Brazilian public institution. Data were collected through semi-structured interviews with six citizen developers and six specialists from a Center of Excellence (CoE) responsible for governing automation initiatives. Thematic analysis was guided by the CDSF and complemented by emergent categories identified during the investigation. Results: The findings revealed critical factors associated with individual, organizational, processual, and technical dimensions, as well as an additional dimension related to learning and organizational impact. Based on the integration of empirical evidence and prior literature, a sociotechnical framework was developed comprising governance mechanisms, training strategies, mentoring practices, collaborative communities, performance indicators, and implementation guidelines. Contributions: This study contributes to the operationalization of the Citizen Development Scaling Framework (CDSF) in hyperautomation environments by integrating empirical evidence from a Brazilian public-sector case study with governance, capability development, and organizational monitoring mechanisms. Its primary contribution is the development of a sociotechnical framework that provides practical guidance for implementing and scaling citizen development programs across different organizational contexts.