ORCID

0009-0001-6052-3140

Keywords

Administrative burden, Service delivery, Digitalization, Representative bureaucracy, Social equity

Abstract

This dissertation investigates three aspects of administrative burdens in public service delivery and explores how these burdens—which often discourage eligible individuals from accessing needed services—relate to individuals' perceptions of and behaviors toward those burdens and ultimately to user outcomes. The first essay examines whether a shift from in-person to virtual service modalities imposes additional administrative burden—digital administrative burden—for service users. Using the secondary data from the 2022 “Survey of Citizens’ Perceptions of Public Administration” conducted in South Korea, the study applies Coarsened Exact Matching (CEM) to assess the relationship between service modality and digital administrative burden. The findings suggest no significant difference in administrative burden between those who accessed services virtually or those who accessed them in person. The second essay explores whether demographic congruence—specifically gender and race congruence—between service providers and service users reduces psychological burdens during the service process. Focusing on people experiencing homelessness (PEH), this study uses Homeless Management Information System (HMIS) data and responses to the Vulnerability Index-Service Prioritization Decision Assistance Tool (VI-SDPAT). A two-stage least squares (2SLS) estimator reveals that gender congruence unexpectedly increases psychological costs, while race congruence reduces them and fosters users’ cooperation. The third essay analyzes whether task integration across multiple service organizations improves user outcomes. Utilizing secondary data from the Korean Youth Panel (2016-2020), the study evaluates the Employment and Welfare Plus Center (EWPC), a government initiative designed to provide integrated services, using a two-way fixed effects (TWFE) estimator. Contrary to expectations, the analysis finds task integration is negatively associated with users’ outcomes. Together, these studies offer insights into the complex nature of administrative burden in public service delivery. The findings underscore the importance of tailoring interventions to specific populations and service environments and call for continued research to advance equitable and effective service provision.

Completion Date

2025

Semester

Summer

Committee Chair

Hall, Jeremy L. Ph.D.

Degree

Doctor of Philosophy (Ph.D.)

College

College of Community Innovation and Education

Department

Department of Public Affairs

Format

PDF

Identifier

DP0029577

Language

English

Document Type

Thesis

Campus Location

UCF Downtown

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