Intent vs impact: Ramifications of digitalization on the administrative burden

Abstract

In general, digitalization is often seen as a means to reduce administrative burdens. However, in reality, the results of such change may not be that straightforward, particularly in developing countries where various challenges related to digitalization exist in acute forms, such as incomplete digitalization, a lack of digital infrastructure, and a deficit of digital literacy among service providers and recipients. In this study, we explore the effects of digitalization on administrative burdens in the context of a developing country by examining Bangladesh’s birth registration system through qualitative methods. Our findings revealed three types of impacts on top of the burden reduction effects: amplification, continuation, and production. Digitalization can lead to an amplified experience of the older burden, or simply, sometimes, the same burden might continue. In other instances, new sources of burden might crop up (production).