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

Journal of Public Administration Research and Theory, Год журнала: 2023, Номер 34(2), С. 180 - 195

Опубликована: Окт. 3, 2023

Abstract Based on a systematic review of 119 articles and working papers, we provide an overview how administrative burdens in citizen–state interactions have been studied since the inception research agenda 2012. We develop new comprehensive model key concepts framework are related, assess evidence causal relationships proposed by model, discuss where more is needed. Empirical supports conventional claims that consequential, distributive, constructed. However, literature has moved further (1) demonstrating factors such as frontline service delivery government communication influence experiences burdens; (2) highlighting beyond ideology constructions (3) introducing burden tolerance concept; (4) illustrating policymakers’ members publics’ tolerance. review, propose for future research. call studies linking to outcomes democratic behavior take-up, connecting actual state actions. Moreover, argue should use qualitative methods explore nature from perspective citizens, rely experimental establish links between actions burden, compare across contexts. Further, empirical examine tradeoffs legitimacy actors outside interaction may burden.

Язык: Английский

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Administrative exclusion in the infrastructure‐level bureaucracy: The case of the Dutch daycare benefit scandal

Public Administration Review, Год журнала: 2023, Номер 83(4), С. 863 - 877

Опубликована: Фев. 6, 2023

Abstract A key insight in the literature on administrative burdens and exclusion is that they can be a form of policy making by other means to disincentivize people's access services, rights, benefits. Using case Dutch daycare benefit scandal, which tens thousands citizens were wrongfully accused welfare fraud subsequently excluded from benefits, we argue for broader understanding way constructed. We introduce concept ‘infrastructure‐level bureaucracy’ understand how new forms intra‐ supra‐organizational data exchange algorithmic analysis lead bureaucracies fail reasoning underlying their own decisions and, subsequently, cause Kafkaesque situations citizens. Our findings point towards importance institutional analyses information technologies structure political operational behavior as well may face interactions with state.

Язык: Английский

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Digitally vulnerable populations’ use of e-government services: inclusivity and access

Asia Pacific Journal of Public Administration, Год журнала: 2024, Номер 46(4), С. 422 - 446

Опубликована: Фев. 26, 2024

This study explores the utilisation of e-government services by digitally vulnerable individuals in South Korea. The research questions focus on understanding current status use among populations, including elderly, low-income, disabled, and multi-cultural families, level inclusivity for them, policy implications improving access to these services. Using data from 2021 National E-government Survey (NES) Korea, found that only a small percentage populations are aware most web-based app-based information transaction, financial e-participation, social welfare not inclusive age income level. However, also revealed examined, except e-business services, provide disabled families. concludes with recommendations makers improve populations.

Язык: Английский

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“That's where the hunt for the correction begins”: Experiences of administrative errors as sites of administrative burden

International Journal of Social Welfare, Год журнала: 2024, Номер 33(4), С. 806 - 818

Опубликована: Янв. 2, 2024

Abstract To err is human, and as such, administrative errors are an inevitable component of current future welfare state bureaucracy. Hitherto, while studies on burden have shown us that routine interactions with bureaucracy often burdensome, very little known about the nature these when something goes wrong. Most social policy public administration scholarship focus ex‐ante analysis errors, only scant research devoted to ex‐post how claimants experience such once they occur, types costs may incur. This article contributes growing field by examining claimants' experiences errors. Analysis 19 interviews Israeli benefit recipients uncovered two themes. The first related process correcting including identifying communicating them system. second theme addressed consequences errors: one hand, economic emotional loss trust in system, other, acquiring bureaucratic skills. These findings highlight a critical unique site learning burden, well need for human contact allow better deal their consequences.

Язык: Английский

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Impact of Digital Government on Digital Transformation of Enterprises from the Perspective of Urban Economic Sustainable Development

Sustainability, Год журнала: 2024, Номер 16(7), С. 2667 - 2667

Опубликована: Март 24, 2024

Enterprise digital transformation stands as a pivotal driving force for urban economic sustainable development. Investigating the role of government policies in fostering growth through enterprise is essential guiding governments more targeted pursuit development policies. Utilizing establishment big data administration bureau quasi-natural event and leveraging on A-share listed companies from 2012 to 2022, this study scrutinizes whether construction effectively stimulates and, consequently, promotes Benchmark regression results unequivocally demonstrate that significantly propel transformation. Mechanism analysis elucidates facilitates by enhancing business environment mitigating influence information search costs. Heterogeneity underscores factors such city’s area location, administrative level, level policy effects. Notably, impact pronounced central western cities, provincial capitals, cities with lower Economic consequence reveals play crucial enterprises.

Язык: Английский

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Building citizen trust to enhance satisfaction in digital public services: the role of empathetic chatbot communication

Behaviour and Information Technology, Год журнала: 2025, Номер unknown, С. 1 - 20

Опубликована: Янв. 21, 2025

Язык: Английский

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Medium and Message by Mail: A Field Experiment to Promote Low‐Income Assistance Programs

Public Administration Review, Год журнала: 2025, Номер unknown

Опубликована: Янв. 24, 2025

ABSTRACT Limited awareness impedes take‐up in low‐income utility assistance programs, which often suffer from low uptake. This study uses a field experiment to evaluate direct mail as means of reducing learning burdens and thereby increasing participation financial programs offered by large American sewer utility. Employing conjoint design, we sent customers mailings that varied medium (postcard vs. letter), frequency, color, sender (government nonprofit), message framing (percentage discount dollar savings), language (English English‐Spanish). Compared the control group receiving no mail, significantly increased program inquiries. Notably, postcards were effective letters, sending even one mailing yielded substantial response increase; additional provided minimal benefit. Sender had significant effect. Surprisingly, bilingual resulted slightly lower rates. Our findings suggest mailings, particularly postcards, can help improve income‐qualified public programs.

Язык: Английский

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Administrative burden in digital public service delivery: The social infrastructure of library programs for e‐inclusion

Review of Policy Research, Год журнала: 2022, Номер 40(5), С. 626 - 645

Опубликована: Ноя. 7, 2022

Abstract In their efforts to digitize public service delivery, countries increasingly use algorithms based on mathematical models, data and/or a combination of different administrative datasets issue decisions, but recent studies point towards challenges around citizens' understanding, accessing, and filing objections such automated decisions. This paper focuses the social infrastructure supporting citizens that struggle with accessing services. To address this, we ask: How does affect burdens associated digital government services? is studied in Dutch context through expert interviews observations support programs libraries. We find although libraries as primary sites for these services may pose disadvantage being more difficult reach low‐literate citizens, advantages are organizational structure at local level well currently changing role include growing range services, including (digital) skills courses.

Язык: Английский

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A matter of perspective: Conceptualizing the role of citizens in E-government based on value positions

Government Information Quarterly, Год журнала: 2023, Номер 40(4), С. 101837 - 101837

Опубликована: Июнь 8, 2023

Язык: Английский

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Digital Administrative Burdens: An Agenda for Analyzing the Citizen Experience of Digital Bureaucratic Encounters

Perspectives on Public Management and Governance, Год журнала: 2023, Номер 6(1), С. 7 - 13

Опубликована: Янв. 28, 2023

Abstract Innovations in digital government are changing state–citizen interactions. While often seen as means to increase efficiency and reduce compliance costs for citizens, a growing body of literature suggests citizens may also experience administrative burdens such This article aims provide some cohesion the existing research makes three specific contributions. First, it carves out conceptual common ground by identifying bureaucratic encounters objects study. Second, automated decision making, interactions, data-assisted making identified contemporary practices particular relevance future studies on intersection burden. Studies suggest learning psychological be especially prevalent that they have distributive effects. Third, concludes with formulation several themes further development field.

Язык: Английский

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