The effect of human versus automated interaction on willingness to participate in government programs: The role of representation

Abstract

Increased reliance on automated systems in government raises important questions about the impact of these systems on program participation. We look at the relationship between an automated application process and program participation through a representation lens. From a representative bureaucracy perspective, we examine whether gender representation increases participation intentions compared with interacting with an automated system. We also consider a political dimension of representation, investigating whether interacting with an automated system increases participation intentions among those whose policy preferences do not align with program goals. While we do not see differences based on gender representation in our survey experiment, we do find evidence that an automated system leads to greater willingness to participate among those whose policy preferences do not align with the program. These results provide insight into when automated systems may influence participation, suggesting a potential positive role among those who are not politically favorable toward a program.