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

Abstract

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