The role of non-state actors in administrative burden reduction (ABR): a randomized experiment

Bureaucratic encounters are often beset with administrative burdens that hinder access to government services, particularly for vulnerable groups. Consequently, efforts have been made to reduce them as part of a broader thrust recognized as administrative burden reduction (ABR). Research indicates that ‘people’ (e.g. bureaucrats, politicians, and even clients themselves) are viable sources of ABR. The current study builds on this research agenda and probes whether non-state actors, such as Non-Profit Organization workers, qualify as viable sources of ABR. A welfare-based experiment is conducted with 663 U.S. residents, manipulating burden intensity and fraud-reducing functions, to assess intentions toward ABR. Findings indicate that Non-Profit workers are among the ‘people’ who contribute to ABR as they are more likely to assist vulnerable clients in unburdening themselves. Non-Profit workers’ inclination to assist is contingent on the burden intensity and the motivation behind the burdens, though the role of efficacy as a factor is less pronounced.