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

Research output: Contribution to journalArticlepeer-review

Abstract

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.

Original languageEnglish
Pages (from-to)593-610
Number of pages18
JournalSocial Policy and Society
Volume23
Issue number3
DOIs
StatePublished - 1 Jul 2024

Keywords

  • Administrative burden
  • Israel
  • social security
  • take-up

All Science Journal Classification (ASJC) codes

  • Sociology and Political Science
  • Political Science and International Relations

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