Reducing Administrative Burden in Public Service Delivery: A Public Administration Perspective on Equity and Accessibility

Abstract

This study examines administrative burden in public service delivery from a public administration perspective, with particular attention to equity and accessibility. The purpose of the research is to analyze how administrative burden is experienced by citizens, how it affects different social groups unequally, and how public organizations can reduce such burden to improve inclusive service access. The study uses a qualitative method with an interpretive case study design because this design enables an in-depth understanding of citizens’ lived experiences, frontline practices, and institutional dynamics in service delivery. The research was conducted at the Integrated Public Service Office of Metro City, Indonesia, selected because it represents an institutional setting where integrated and digital services are expected to simplify access. Data were collected from twenty-four informants consisting of public officials, frontline service officers, citizens, and community representatives. Informants were selected purposively because they had direct knowledge or experience of administrative procedures and service barriers. The findings show that administrative burden appears through learning costs, compliance costs, psychological costs, digital barriers, frontline discretion, and institutional fragmentation. These burdens affect vulnerable citizens more severely, especially those with limited resources and digital literacy. The study recommends simplifying requirements, improving citizen-oriented information, integrating data systems, strengthening frontline capacity, and designing inclusive digital and non-digital service channels.