Ecent developments in the public administration literature suggest that administrative burden, defined as the learning, psychological, and compliance costs citizens bear when interacting with government, play an important role in influencing citizen uptake of and attitudes about public programs (moynihan, herd, & harvey, 2015; burden, canon, mayer, & moynihan, 2012; herd, 2015; keiser & miller, 2020). governments at the local and national levels have sought to reduce these burdens in several ways, including by allowing citizens to complete routine processes online rather than in-person or through the mail (an effort that falls under the broader “e-government” umbrella). the process of moving citizen services online is particularly popular because it can reduce compliance costs for citizens seeking public services (coolidge & yimaz, 2015; al-kibsi, de boer, mourshed, & rea, 2001), while simultaneously reducing implementation costs for governments (montagna, 2005; de la rosa, rovira, beer, montaner, & gibovic, 2010)

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• who: DONG Binzizi from the (UNIVERSITY) have published the Article: ecent developments in the public administration literature suggest that administrative burden, defined as the learning, psychological, and compliance costs citizens bear when interacting with government, play an important role in influencing citizen uptake of and attitudes about public programs (Moynihan, Herd, & Harvey, 2015; Burden, Canon, Mayer, & Moynihan, 2012; Herd, 2015; Keiser & Miller, 2020). Governments at the local and national levels have sought to reduce these burdens in several ways, including by allowing citizens to complete routine processes online rather than in-person or through the mail (an . . .
  

   

  

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