Access to social rights under tension: The growing role of third-party actors in dealing with the administrative burden and its implications

Abstract

The digital transformation in the public sector is a converging trend in many social protection systems. In France, it is being combined with the gradual closure of many government offices, particularly those responsible for managing social security benefits. This article focuses on one of the consequences of these developments. They lead to an increase in requests for support and help from individuals experiencing administrative burdens. They make their requests to a range of very different local actors, who do not always have the skills or the responsibility to respond to them. Based on a study carried out in social centres in France, this article presents the role of third parties in reducing the administrative burden. More specifically, it investigates the types of costs associated with the administrative burden to which social centres have to respond, and who meets them. The article analyses the tensions posed by this growing role, which range from professional and organisational to political.