This paper presents an empirical study of automation in government digital systems. Previous studies have found that automated systems are not suited to cover all citizens equally and may cause administrative burdens on excluded citizens. The case presented in this study is the automated system for awarding child benefits in Norway. Based on data from the national registry, most recipients are awarded the benefit automatically. However, some citizens are not covered by the automation and must apply manually. The theoretical framing of the study combines modern and classic views of how citizens access public services by combining theory from recent literature on administrative burdens and the older theory of access. The data analysis is done with process mining, an innovative method of sorting and understanding data. The findings support previous findings of how registry data and automated computer systems in government can create inequality in service quality. Furthermore, the findings also show that low-income citizens are disproportionally required to apply manually. The study addresses questions concerning why automated systems fail to cover all citizens and the potential challenges generated by this exclusion when governments rely on computer systems in delivering welfare programmes. These are important considerations, as government digitalisation is increasingly innovating with automated systems to deliver public services.

本文对政府数字系统中的自动化进行了实证研究。先前的研究发现，自动化系统不适合平等地覆盖所有公民，并且可能给被排斥的公民带来行政负担。本研究中提出的案例是挪威授予儿童福利的自动化系统。根据国家注册局的数据，大多数接收者会自动获得福利。但是，某些公民不受自动化程序的限制，必须手动申请。该研究的理论框架结合了有关行政负担的最新文献和较旧的获取理论，结合了现代和经典的公民如何获取公共服务的观点。数据分析是通过过程挖掘完成的，过程挖掘是一种对数据进行排序和理解的创新方法。这些发现支持了先前的发现，即政府中的注册表数据和自动计算机系统如何造成服务质量的不平等。此外，调查结果还表明，低收入公民被非比例要求手动申请。该研究解决了以下问题：当政府依靠计算机系统执行福利计划时，自动化系统为何无法覆盖所有公民，以及这种排除所带来的潜在挑战。这些都是重要的考虑因素，因为政府数字化正在不断创新以提供公共服务的自动化系统。该研究解决了以下问题：当政府依靠计算机系统执行福利计划时，自动化系统为何不能覆盖所有公民，以及这种排除所带来的潜在挑战。这些都是重要的考虑因素，因为政府数字化正在不断创新以提供公共服务的自动化系统。该研究解决了以下问题：当政府依靠计算机系统执行福利计划时，自动化系统为何无法覆盖所有公民，以及这种排除所带来的潜在挑战。这些都是重要的考虑因素，因为政府数字化正在不断创新以提供公共服务的自动化系统。