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

Publikation: Konference artikel i Proceeding eller bog/rapport kapitelKonferencebidrag i proceedingsForskningpeer review


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.
TitelProceedings of the electronic government conference : Lecture Notes in Computer Science
StatusAccepteret/In press - 1 sep. 2022