Communication technology for critical public services

Rakel is Sweden’s national communication system for vital public actors in law enforcement, security, health, and defense. The current system, operational since the mid-2000s, is now undergoing a major modernization. On behalf of the Swedish government, the Swedish Civil Contingencies Agency (MSB) is developing Rakel Generation 2 (Rakel G2) – a technological upgrade that also entails an extensive organizational transformation, where new functions, services, and work practices are developed together with the user organizations.

This research project follows the transition from Rakel to Rakel G2 to generate knowledge about how users, organizations, and authorities handle the change. It examines both how the technology is understood and used in practice, and how it affects collaboration, governance, and information sharing within and between organizations in critical public services.

The work is organized into four thematic work packages (WP), each addressing different aspects of the transition to Rakel G2:

WP1: Technological Change and Information Sharing – how Rakel G2 influences work practices, collaboration, and sensemaking around communication technology.

WP2: Information Management and COP – how the new system may transform information sharing, visualization, and the development of situational pictures.

WP3: Organization and Collaboration – the organizational and governance challenges and opportunities that arise in implementing new critical communication infrastructure.

WP4: Expectations and Perceptions – how different actors view Rakel G2, its potential, and the risks and challenges associated with the system.

The project is carried out in close collaboration with MSB and participating organizations at local, regional, and national levels. The results will contribute both to advancing the academic field of risk and crisis communication technology and to practical insights and recommendations for supporting the effective implementation and use of Rakel G2.

Knowledge from the project is continuously disseminated through seminars, scientific publications, and dialogue with key stakeholders. In doing so, the project strengthens Sweden’s future capacity for secure, robust, and effective communication within critical public services.