| 1. |
- Heggertveit, Ida, et al.
(författare)
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Administrative Burden in Digital Self-service: An Empirical Study About Citizens in Need of Financial Assistance
- 2022
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Ingår i: ELECTRONIC PARTICIPATION, EPART 2022. - Cham : SPRINGER INTERNATIONAL PUBLISHING AG. - 9783031232121 - 9783031232138 ; , s. 173-187
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Konferensbidrag (refereegranskat)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.
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| 2. |
- Norström, Livia, 1975-, et al.
(författare)
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The Great Divide : Empirical Evidence of a Decoupling of Digital Transformation and Sustainability
- 2022
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Ingår i: Electronic Participation. - : Springer. - 9783031232138 - 9783031232121 ; , s. 73-88
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Konferensbidrag (refereegranskat)abstract
- Digital transformation is increasingly prioritized within the public sector to assure sustained relevance. At the same time, sustainable development goals (SDGs) are increasingly addressed in the strategies and missions of public sector actors. Previous research highlights that sustainability requires integration into internal procedures and governance structures (e.g., accounting) to avoid running the risk of merely being ceremonial and green washing. With digital transformation deemed critical for the public sector, we would hence expect to see an integration of SDGs in digital initiatives. This study answers the research question of how SDGs are integrated into digital transformation initiatives. We answer the question through purposive sampling of digital initiatives within a large, Swedish municipality, where each initiative is categorized on the notion of which SDGs they are related to. The findings show that there is a decoupling of sustainability in digital transformation initiatives, that risks leading to directly detrimental effects for both the digital transformation of the public sector as well as for sustainability. This is discussed through integration with previous literature with the intent of identifying future avenues for research and recommendations for practice.
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