Administrative Burden in Digital Self-Service: An Empirical Study About Citizens in Need of Financial Assistance

Ida  Heggertveit; Ida Lindgren; Christian Østergaard Madsen; Sara Hofmann

doi:10.1007/978-3-031-23213-8_11

Administrative Burden in Digital Self-Service: An Empirical Study About Citizens in Need of Financial Assistance

Ida Heggertveit, Ida Lindgren, Christian Østergaard Madsen, Sara Hofmann

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-review

Abstract

The aim of this paper is to investigate what challenges arise for
vulnerable citizens when welfare service provision is digitalized. We analyze the
challenges citizens experience in the application process using the theoretical
concept of administrative burden., i.e., learning-, compliance-, and psychological costs imposed on the citizen by policy implementation. The financial assistance service provided by the Norwegian Labor and Welfare Administration (NAV) is our empirical example. Our results show that digitalizing financial assistance creates new administrative burdens for vulnerable citizens. While frontline workers offer important help to citizens in the application process, they can also impose additional burdens on the citizen. Our study contributes with empirically grounded insights on the administrative burdens related to digital self-service, which causes citizens to turn to frontline workers for support. We offer a theoretical contribution by linking digitalization and administrative burden.

Original language	English
Title of host publication	Electronic Participation : Lecture Notes in Computer Science
Editors	Robert Krimmer
Number of pages	15
Volume	13392
Publisher	Springer
Publication date	2022
Pages	173-187
ISBN (Print)	978-3-031-23212-1
ISBN (Electronic)	1611-3349
DOIs	https://doi.org/10.1007/978-3-031-23213-8_11
Publication status	Published - 2022
Event	International conference on electronic government - Linköping University, Linköping, Sweden Duration: 6 Sept 2022 → 8 Sept 2022 https://dgsociety.org/egov-2022/

Conference

Conference	International conference on electronic government
Location	Linköping University
Country/Territory	Sweden
City	Linköping
Period	06/09/2022 → 08/09/2022
Internet address	https://dgsociety.org/egov-2022/

Keywords

Digital self-service
Administrative burden
Executive functioning
Financial scarcity
Digital divide

Access to Document

10.1007/978-3-031-23213-8_11

Heggertveit et al EGOV2022 31-05-2022Accepted author manuscript, 301 KBLicence: Other

Cite this

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title = "Administrative Burden in Digital Self-Service: An Empirical Study About Citizens in Need of Financial Assistance",

abstract = "The aim of this paper is to investigate what challenges arise forvulnerable citizens when welfare service provision is digitalized. We analyze thechallenges citizens experience in the application process using the theoreticalconcept of administrative burden., i.e., learning-, compliance-, and psychological costs imposed on the citizen by policy implementation. The financial assistance service provided by the Norwegian Labor and Welfare Administration (NAV) is our empirical example. Our results show that digitalizing financial assistance creates new administrative burdens for vulnerable citizens. While frontline workers offer important help to citizens in the application process, they can also impose additional burdens on the citizen. Our study contributes with empirically grounded insights on the administrative burdens related to digital self-service, which causes citizens to turn to frontline workers for support. We offer a theoretical contribution by linking digitalization and administrative burden. ",

keywords = "Digital self-service, Administrative burden, Executive functioning, Financial scarcity, Digital divide, Digital self-service, Administrative burden, Executive functioning, Financial scarcity, Digital divide",

author = "Ida Heggertveit and Ida Lindgren and {{\O}stergaard Madsen}, Christian and Sara Hofmann",

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doi = "10.1007/978-3-031-23213-8_11",

language = "English",

isbn = "978-3-031-23212-1",

volume = "13392",

pages = "173--187",

editor = "Robert Krimmer",

booktitle = "Electronic Participation",

publisher = "Springer",

address = "Germany",

note = "International conference on electronic government, EGOV ; Conference date: 06-09-2022 Through 08-09-2022",

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}

Heggertveit, I, Lindgren, I, Østergaard Madsen, C & Hofmann, S 2022, Administrative Burden in Digital Self-Service: An Empirical Study About Citizens in Need of Financial Assistance. in R Krimmer (ed.), Electronic Participation: Lecture Notes in Computer Science. vol. 13392, Springer, pp. 173-187, International conference on electronic government, Linköping, Sweden, 06/09/2022. https://doi.org/10.1007/978-3-031-23213-8_11

Administrative Burden in Digital Self-Service: An Empirical Study About Citizens in Need of Financial Assistance. / Heggertveit, Ida ; Lindgren, Ida; Østergaard Madsen, Christian et al.
Electronic Participation: Lecture Notes in Computer Science. ed. / Robert Krimmer. Vol. 13392 Springer, 2022. p. 173-187.

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-review

TY - GEN

T1 - Administrative Burden in Digital Self-Service

T2 - International conference on electronic government

AU - Heggertveit, Ida

AU - Lindgren, Ida

AU - Østergaard Madsen, Christian

AU - Hofmann, Sara

PY - 2022

Y1 - 2022

N2 - The aim of this paper is to investigate what challenges arise forvulnerable citizens when welfare service provision is digitalized. We analyze thechallenges citizens experience in the application process using the theoreticalconcept of administrative burden., i.e., learning-, compliance-, and psychological costs imposed on the citizen by policy implementation. The financial assistance service provided by the Norwegian Labor and Welfare Administration (NAV) is our empirical example. Our results show that digitalizing financial assistance creates new administrative burdens for vulnerable citizens. While frontline workers offer important help to citizens in the application process, they can also impose additional burdens on the citizen. Our study contributes with empirically grounded insights on the administrative burdens related to digital self-service, which causes citizens to turn to frontline workers for support. We offer a theoretical contribution by linking digitalization and administrative burden.

AB - The aim of this paper is to investigate what challenges arise forvulnerable citizens when welfare service provision is digitalized. We analyze thechallenges citizens experience in the application process using the theoreticalconcept of administrative burden., i.e., learning-, compliance-, and psychological costs imposed on the citizen by policy implementation. The financial assistance service provided by the Norwegian Labor and Welfare Administration (NAV) is our empirical example. Our results show that digitalizing financial assistance creates new administrative burdens for vulnerable citizens. While frontline workers offer important help to citizens in the application process, they can also impose additional burdens on the citizen. Our study contributes with empirically grounded insights on the administrative burdens related to digital self-service, which causes citizens to turn to frontline workers for support. We offer a theoretical contribution by linking digitalization and administrative burden.

KW - Digital self-service

KW - Administrative burden

KW - Executive functioning

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KW - Digital divide

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KW - Administrative burden

KW - Executive functioning

KW - Financial scarcity

KW - Digital divide

U2 - 10.1007/978-3-031-23213-8_11

DO - 10.1007/978-3-031-23213-8_11

M3 - Article in proceedings

SN - 978-3-031-23212-1

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SP - 173

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BT - Electronic Participation

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PB - Springer

Y2 - 6 September 2022 through 8 September 2022

ER -

Administrative Burden in Digital Self-Service: An Empirical Study About Citizens in Need of Financial Assistance

Abstract

Conference

Keywords

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