TY - GEN
T1 - Mitigating Administrative Burdens
T2 - International Conference on Electronic Participation
AU - Höglund Rydén, Hanne
AU - Hofmann, Sara
AU - Alonso de Andrade, Luiz Henrique
AU - Heggertveit, Ida
PY - 2024
Y1 - 2024
N2 - Public sector organizations are increasingly adopting digital self-service solutions. With digital self-services, citizens are given a more active role in co-producing their services, as they serve themselves and perform tasks that were previously performed by public professionals. However, many citizens struggle with their expanding role as co-producers and experience burdens in their interaction with digital self-services. To mitigate these burdens, citizens often turn to so-called intermediaries for help. Intermediaries are third parties such as family members, friends as well as professionals that assist citizens during digital self-services or completely take over the responsibility from them. Although they are important co-producers, intermediaries have seldom been the focus of attention as their role during co-production is often invisible from the outside. We present two qualitative empirical studies from Norwegian and Brazilian welfare services. Our findings show the burdens citizens experience with digital self-services and illuminate how important personal intermediaries are to reduce citizens’ experience of burdens, resulting in triangulated or hybrid “co-production”.
AB - Public sector organizations are increasingly adopting digital self-service solutions. With digital self-services, citizens are given a more active role in co-producing their services, as they serve themselves and perform tasks that were previously performed by public professionals. However, many citizens struggle with their expanding role as co-producers and experience burdens in their interaction with digital self-services. To mitigate these burdens, citizens often turn to so-called intermediaries for help. Intermediaries are third parties such as family members, friends as well as professionals that assist citizens during digital self-services or completely take over the responsibility from them. Although they are important co-producers, intermediaries have seldom been the focus of attention as their role during co-production is often invisible from the outside. We present two qualitative empirical studies from Norwegian and Brazilian welfare services. Our findings show the burdens citizens experience with digital self-services and illuminate how important personal intermediaries are to reduce citizens’ experience of burdens, resulting in triangulated or hybrid “co-production”.
U2 - 10.1007/978-3-031-70804-6_3
DO - 10.1007/978-3-031-70804-6_3
M3 - Conference contribution
SN - 978-3-031-70803-9
T3 - Lecture Notes in Computer Science
SP - 31
EP - 46
BT - Electronic Participation
A2 - Rohde Johannessen, Marius
A2 - Csáki, Csaba
A2 - Danneels, Lieselot
A2 - Hofmann, Sara
A2 - Lampoltshammer, Thomas
A2 - Parycek, Peter
A2 - Schwabe, Gerhard
A2 - Tambouris, Efthimios
A2 - Ubacht, Jolien
PB - Springer
Y2 - 3 September 2024 through 5 September 2024
ER -