Sustainable development of work processes using AI and robotics to their full potential in organizations demands a multilevel approach and co-creation efforts. The role of knowledge workers in administrative support functions implementing new technologies was studied and developed in a multi-method longitudinal research project (2021-2022). The theoretical framework builds on the knowledge worker’s individual and collective professional agency in these changes. Agency is explored from the perspectives of value co-creation. The data for this article was collected through a series of workshops as participative research in a large municipal organization. The results indicated that the identity of an administrative knowledge worker in support functions builds on helping the organization in its endeavors entailing in principle a positive attitude and adaptation to technological changes at work. Their potential is obvious in implementing new technologies, but encouragement, support and facilitation are needed to develop cross-functional value co-creation practices with stakeholders.
