Public economics

Business

Archaeology

Compliance (psychology)

Politics

Operating system

Algorithm

Political science

Psychology

Economics

Geography

Context (archaeology)

Public relations

Computer science

Process (computing)

Public administration

State (computer science)

Bureaucracy

Administrative law

Social psychology

Social Policy and Society

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.

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