The accidental caseworker – How digital self-service influences citizens' administrative burden

Madsen, Christian Østergaard; Lindgren, Ida; Melin, Ulf

doi:10.1016/j.giq.2021.101653

Cited by 61 publications

(26 citation statements)

References 23 publications

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“…Most studies are conducted in means-tested programs where learning and compliance costs arise as a consequence of (eligibility) requirements. However, some studies also show that learning and compliance costs arise outside welfare programs, for example in connection with restoring voting rights (Selin 2019), using digital government services (Madsen, Lindgren and Melin 2022), and accessing vaccinations (Ali and Altaf 2021).…”

Section: Figure 5 Extended Model Of Causal Claimsmentioning

confidence: 99%

“…However, one working paper finds that having a compulsory meeting with frontline workers scheduled causes no changes in compliance costs and actually triggers fewer experiences of learning costs (Madsen and Baekgaard, nd). Another study finds that digital self-service solutions can both increase and reduce learning and compliance costs (Madsen, Lindgren and Melin 2022). This suggests that more research is needed on how different types of state actions both reduce and impose experiences of learning and compliance costs.…”

Section: Figure 5 Extended Model Of Causal Claimsmentioning

confidence: 99%

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Administrative Burden in Citizen-State Interactions: A Systematic Literature Review

Halling¹,

Bækgaard²

2022

Preprint

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Research on administrative burdens in citizen-state interactions has expanded massively. Based on a sys- tematic review of 108 articles and working papers, we provide an overview of how administrative burdens in citizen-state interactions have been studied since the inception of the research agenda in 2012. We develop a new and comprehensive model of how key concepts in the framework are related, assess the evidence of the causal relationships proposed by the model, and discuss where more evidence is needed. Empirical research supports conventional claims that burdens are consequential, distributive, and con- structed. However, the literature has moved even further by 1) demonstrating that factors unrelated to state constructions of burdens, such as frontline service delivery and government communication, influ- ence experiences of burdens; 2) highlighting how factors beyond ideology influence constructions of burdens; 3) introducing the burden tolerance concept; 4) illustrating that experiences of burden influence policy makers’ and members of the publics’ burden tolerance. Based on the review, we propose an agenda for future administrative burden research. We argue that future studies should establish causal links be- tween state actions and experiences of burden, build validated measures of costs categories and burden tolerance, and compare burdens across contexts. Further, empirical studies should examine the tradeoffs between legitimacy and experiences of burden, and how actors outside the citizen-state interaction may influence experiences of administrative burden.

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Section: Figure 5 Extended Model Of Causal Claimsmentioning

confidence: 99%

Section: Figure 5 Extended Model Of Causal Claimsmentioning

confidence: 99%

Administrative Burden in Citizen-State Interactions: A Systematic Literature Review

Halling¹,

Bækgaard²

2022

Preprint

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“…ICT. Recently, social policy and administrative burden studies have started to conceptualise the complicated role of technology in shaping claimant-state encounters (Hetling et al, 2014;Madsen et al, 2022), showing that the use of ICT yields mixed results. On the one hand, it can reduce administrative burden by minimising face-to-face encounters, and can speed up clients' inquiries on eligibility and application status (Hetling et al, 2014).…”

Section: Communication Breakdownsmentioning

confidence: 99%

“…Further, when being the sole channel of communication, the penetration of ICT also means higher frustration for having to communicate, often unsuccessfully, with chatbots rather than with human beings (Bozeman and Youtie, 2020). This rejection of impersonal interactions (Hetling et al, 2014) is especially evident when non-routine, complicated services are involved (Breit and Salomon, 2015;Buffat, 2015;Madsen et al, 2022).…”

Section: Communication Breakdownsmentioning

confidence: 99%

“…Finally, a 'cyberoptimist' (Pollitt, 2011) understanding of technology overlooks the fact that new technologies can reinforce pre-existing hierarchies, as specific people and groups struggle to make effective use of ICT (Sinclair and Bramley, 2011;Hansen et al, 2018;Madsen et al, 2022). This reminds us that adminstraive burden is also highly contingent upon people's human and administrative capital (Christensen et al, 2020), including their digital competencies.…”

Section: Communication Breakdownsmentioning

confidence: 99%

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Administrative Burden in Citizen-State Encounters: The Role of Waiting, Communication Breakdowns and Administrative Errors

Holler

Tarshish²

2022

Social Policy and Society

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Drawing on interviews with disability and income support beneficiaries, the article examines the encounters of Israeli citizens with the National Insurance Institute. Using the administrative burden conceptualisation, our analysis highlights three known types of costs: compliance, learning and psychological. The current study provides further conceptualisation of these burdens by unfolding the role of three concrete elements involved in generating these burdens: waiting, communication breakdowns, and administrative errors. These elements are discussed in terms of their contribution to a better understanding of bureaucratic procedures that constitute administrative burdens in the context of the benefit claiming process.

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Omni-Channel Overtures Defining the Concept and Its Applicability in Public Sector Channel Management

Pieterson¹,

Madsen

Ebbers

2022

Lecture Notes in Computer Science

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The channel landscape and citizens' channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omnichannel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omnichannel approach could be applied in the public sector.

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The accidental caseworker – How digital self-service influences citizens' administrative burden

Cited by 61 publications

References 23 publications

Administrative Burden in Citizen-State Interactions: A Systematic Literature Review

Administrative Burden in Citizen-State Interactions: A Systematic Literature Review

Administrative Burden in Citizen-State Encounters: The Role of Waiting, Communication Breakdowns and Administrative Errors

Omni-Channel Overtures Defining the Concept and Its Applicability in Public Sector Channel Management

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