The cost or potential of public value? Digital administrative burdens faced by clients seeking social assistance
Trygged Sven, Agneta Ranerup, Svensson Lupita
Social services are adapting to an increasingly digital environment, with municipalities expected to engage citizens through digital channels. This study investigates how clients seeking social assistance perceive and use digital tools as well as the challenges and opportunities that arise when implementing such technologies in line with public service values. The analysis draws on municipal digitalisation documents and interviews with ten clients across three Swedish municipalities of different sizes. Client experiences were interpreted through the framework of aspirational municipal value positions — efficiency, professionalism, service and engagement — as well as administrative burdens, including learning, compliance and psychological costs. The findings show that although municipalities articulate ambitions across all value positions, service and engagement require more direct client involvement. Clients reported benefits and difficulties when applying for assistance digitally. Addressing these challenges requires balancing value positions while mitigating digital burdens. Key areas for improvement include user-centred tool design, human support integration, streamlining application procedures and client and caseworker participation in system development. The study also highlights how experiences in one value position may influence others (e.g. efficiency through time savings enhancing service). Overall, the findings elucidate how digital social services can move from policy to practice while promoting participation and empowerment.
Keywords
Social assistance, Client, Digitalisation, Public value, Administrative burden.
