Carga administrativa y administración digital: un enfoque teórico y empírico sobre la experiencia ciudadana frente a la administración

• Francisco Ferraioli ^[1]
  1. [1] Universitat Pompeu Fabra

     Universitat Pompeu Fabra

     Barcelona, España

     
• Localización: REIS: Revista Española de Investigaciones Sociológicas, ISSN 0210-5233, Nº 194, 2026, págs. 45-62
• Idioma: español
• DOI: 10.5477/cis/reis.194.45-62
• Títulos paralelos:
  • Administrative burden and digital administration: a theoretical and empirical approach to the citizen experience with respect to administration
• Enlaces
  • Texto completo (pdf)
• Resumen
  • español

    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.

  • English

    This article examines the concept of “administrative burden” in the Spanish context and expands upon its application to digital interactions with the administration. We have reviewed its research lines and considered citizens’ experiences and perceptions in their interactions with digital administration in this country. A structural equation model was used to analyze a survey from the Center for Sociological Research. It was found that older citizens, those with lower incomes, and those with lower educational levels experience and perceive greater learning, compliance, and psychological costs in their digital interactions with the administration. These results highlight the heterogeneous experiences of citizens with digital administration, contributing to the inequality of access to public services.

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