Ida Heggertveit

Doctoral Research Fellow

Department of Information Systems

Email: ida.heggertveit@uia.no
Phone: +47 38141381
Mobile phone: +4748893688

Office H1067A (Universitetsveien 25, 4630 Kristiansand, Norway)

Research groups

CeDiT: Centre for digital transformation

Areas of responsibility

My research explores the digital solutions and channel choice of citizens when using public services.

I hold a master’s degree in cultural meetings focusing on cross-cultural encounters to understand cultural coexistence and conflict. I have a bachelor’s degree in political science and human rights.

I have a background in digitalization as the coordinator of the new multifunctional customer service centre called UiA Help at our university, and first-hand public services experience from working at a local NAV office.

My research interests include system development, digital transformation, multi-channel strategy, public service, and modern bureaucracy.

From the perspectives of citizens and public sector organizations, the project's main objective is to critically analyze what public services are suitable for digital communication channels.

Publications

Scientific articles and book chapters

Heggertveit, Ida; Lindgren, Ida; Madsen, Christian Østergaard & Hofmann, Sara (2023). Administrative Burden in Digital Self-service: An Empirical Study About Citizens in Need of Financial Assistance, Electronic Participation. 14th IFIP WG 8.5 International Conference, ePart 2022, Linköping, Sweden, September 6–8, 2022, Proceedings. Springer. ISSN 9783031232138. p. 173–187. doi: 10.1007/978-3-031-23213-8_11. Show summary
The aim of this paper is to investigate what challenges arise for vulnerable citizens when welfare service provision is digitalized. We analyze the challenges citizens experience in the application process using the theoretical concept of administrative burden., i.e., learning-, compliance-, and psychological costs imposed on the citizen by policy implementation. The financial assistance service provided by the Norwegian Labor and Welfare Administration (NAV) is our empirical example. Our results show that digitalizing financial assistance creates new administrative burdens for vulnerable citizens. While frontline workers offer important help to citizens in the application process, they can also impose additional burdens on the citizen. Our study contributes with empirically grounded insights on the administrative burdens related to digital self-service, which causes citizens to turn to frontline workers for support. We offer a theoretical contribution by linking digitalization and administrative burden.

View all works in Cristin

Published Apr. 16, 2024 10:49 AM