Carga administrativa y administración digital: un enfoque teórico y empírico sobre la experiencia ciudadana frente a la administración
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https://doi.org/10.5477/cis/reis.194.45-62Palabras clave:
Administración digital, Carga administrativa, Desigualdad de acceso, Servicios públicosResumen
Resumen
Este artículo busca contribuir al desarrollo del estudio de la «carga administrativa» en el ámbito español y, asimismo, expandir su aplicación a las interacciones digitales con la administración. Recorremos sus líneas de investigación para, a continuación, abordar la experiencia y percepciones ciudadanas en la interacción con la administración digital en España. Analizamos una encuesta del Centro de Investigaciones Sociológicas (CIS) con modelo de ecuaciones estructurales y encontramos que los ciudadanos de mayor edad, menores ingresos y menor nivel educativo experimentan y perciben mayores costes de aprendizaje, cumplimiento y psicológicos en las interacciones digitales con la administración. Estos resultados evidencian la heterogénea experiencia de los ciudadanos frente a la administración digital, contribuyendo a la desigualdad en el acceso a servicios públicos.
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