Title: Empowered or encumbered: how digitalisation has changed the process of applying for unemployment benefits

Authors: Karl Kristian Larsson

Addresses: Faculty of Social Sciences, Department of Social Work, Child Welfare and Social Policy, Oslo Metropolitan University, Postboks 4, St. Olavs plass, 0130 Oslo, Norway

Abstract: This study aims to provide insights into the consequences of having citizen self-service online, as the acquisition of public services has moved from physical welfare offices to digital platforms. The context of the study is the Norwegian Labour and Welfare Administration and claims made for unemployment benefits to the organisation over the last 15 years. By evaluating the success and failure rates of applications, the study found that while the barriers for applying the benefits have been lowered, the number of applicants making mistakes when applying has increased. This is most evident among younger applicants. Without the interference of street-level bureaucrats, the online application process has made the benefit more accessible, though more challenging to apply for correctly.

Keywords: e-government; digital divide; digital competency; electronic government; administrative burdens.

DOI: 10.1504/EG.2022.123837

Electronic Government, an International Journal, 2022 Vol.18 No.3, pp.323 - 339

Received: 30 Sep 2020
Accepted: 07 Apr 2021
Published online: 04 Jul 2022 *

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