Administrative Burden and Digital Administration: A Theoretical and Empirical Approach to the Citizen Experience with respect to Administration

Abstract

This article aims to contribute to the development of research on “administrative burden” in the Spanish context and to extend its application to digital interactions with public administration. We have reviewed its research lines and considered citizens’ experiences and perceptions in their interactions with digital administration in this country. A structural equation model was used to analyze a survey from the Center for Sociological Research. It was found that older citizens, those with lower incomes, and those with lower educational levels experience and perceive greater learning, compliance, and psychological costs in their digital interactions with the administration. These results highlight the heterogeneous experiences of citizens with digital administration, contributing to the inequality of access to public services.