This paper examines how process automation can support decision-making in municipal healthcare services, using a medium-sized Norwegian municipality as a case study. Grounded in Socio-Technical Systems (STS) theory, the study explores how digital tools, organizational routines, and professional discretion interact in allocating health and care services. Using qualitative methods, including document analysis, job shadowing, and a structured employee survey, the study identifies a casework process marked by repetitive tasks, fragmented systems, and limited interoperability. Caseworkers express cautious optimism toward Robotic Process Automation (RPA) and Artificial Intelligence (AI), recognizing their potential to streamline administrative routines while voicing concerns about ethics, privacy, and the erosion of human judgment. The findings highlight the importance of maintaining professional discretion and transparency as municipalities adopt automation. RPA and AI are most effective when designed to complement rather than replace human decision-makers. The paper concludes with practical recommendations emphasizing co-design with end users, investment in digital literacy, and the critical assessment of tasks suitable for automation.