Sara Hofmann

• Rydén, Hanne Sara-Maria Höglund; Hofmann, Sara & Verne, Guri Birgitte (2023). The self-serving citizen as a co-producer in the digital public service delivery. In Lindgren, Ida; Csaki, Csaba; Kalampokis, Evangelos; Tambouris, Efthimios; Janssen, Marijn; Zuiderwijk, Anneke; Viale Pereira, Gabriela & Virkar, Shefali (Ed.), Electronic Government 22nd IFIP WG 8.5 International Conference, EGOV 2023, Budapest, Hungary, September 5–7, 2023, Proceedings. Springer. ISSN 9783031411380. doi: 10.1007/978-3-031-41138-0_4.
• Heggertveit, Ida; Lindgren, Ida; Madsen, Christian Østergaard & Hofmann, Sara (2023). Administrative Burden in Digital Self-service: An Empirical Study About Citizens in Need of Financial Assistance, Electronic Participation. 14th IFIP WG 8.5 International Conference, ePart 2022, Linköping, Sweden, September 6–8, 2022, Proceedings. Springer. ISSN 9783031232138. p. 173–187. doi: 10.1007/978-3-031-23213-8_11. Show summary

  The aim of this paper is to investigate what challenges arise for vulnerable citizens when welfare service provision is digitalized. We analyze the challenges citizens experience in the application process using the theoretical concept of administrative burden., i.e., learning-, compliance-, and psychological costs imposed on the citizen by policy implementation. The financial assistance service provided by the Norwegian Labor and Welfare Administration (NAV) is our empirical example. Our results show that digitalizing financial assistance creates new administrative burdens for vulnerable citizens. While frontline workers offer important help to citizens in the application process, they can also impose additional burdens on the citizen. Our study contributes with empirically grounded insights on the administrative burdens related to digital self-service, which causes citizens to turn to frontline workers for support. We offer a theoretical contribution by linking digitalization and administrative burden.

• Johannsen, Florian; Mang, Fabian; Fill, Hans-Georg & Hofmann, Sara (2023). Tool-based Codification in Business Process Improvement and the Impact on Problem-Solving. Enterprise Modelling and Information Systems Architectures - An International Journal. ISSN 1860-6059. 18(1). doi: 10.18417/emisa.18.1. Full text in Research Archive
• Hofmann, Sara & Pappas, Ilias (2021). Understanding Civic Engagement on Social Media Based on Users’ Motivation to Contribute. Lecture Notes in Computer Science (LNCS). ISSN 0302-9743. 12849, p. 27–39. doi: 10.1007/978-3-030-82824-0_3. Full text in Research Archive Show summary

  Socialmediaoffervariousopportunitiesforcivicengagementby,e.g., liking, sharing, or posting relevant content. Users’ motivation to contribute to relevant topics is quite divers and can stem from an intrinsic motivation to do good or external incentives such as being recognised and rewarded by other users. In our study, we adopt self-determination theory, which defines motivation as broad continuum ranging from intrinsic motivation to external regulation. We conducted a quantitative survey with 667 Facebook users to identify how the different kinds of motivation impact the users’ behaviour in terms of reading, liking, sharing, commenting, and posting topics relevant to civic engagement. Our results suggest that social media users are mainly driven by intrinsic motivation while different forms of extrinsic motivation play a less important role.

• Ogonek, Nadine; Räckers, Michael; Gilge, Steffen & Hofmann, Sara (2020). E-Kompetenzen, Handbuch Digitalisierung in Staat und Verwaltung. Springer. ISSN 9783658236694. doi: 10.1007/978-3-658-23669-4_57-1.
• Flak, Leif Skiftenes & Hofmann, Sara (2020). The Impact of Smart City Initiatives on Human Rights . CEUR Workshop Proceedings. ISSN 1613-0073. 2797, p. 165–175. Full text in Research Archive
• Madsen, Christian Østergaard; Pieterson, Willem & Hofmann, Sara (2020). The Relationship Between Outbound and Inbound Communication in Government-to-Citizen Interaction. CEUR Workshop Proceedings. ISSN 1613-0073. 2797, p. 107–116. Full text in Research Archive
• Hofmann, Sara; Madsen, Christian Østergaard & Distel, Bettina (2020). Developing an Analytical Framework for Analyzing and Comparing National E-Government Strategies. In Viale Pereira, Gabriela; Janssen, Marijn; Lee, Habin; Lindgren, Ida; bolivar, Manuel Pedro Rodriguez; Scholl, Hans Jochen & Zuiderwijk, Anneke (Ed.), Electronic Government. Springer. ISSN 9783030575991. p. 15–28. doi: 10.1007/978-3-030-57599-1_2.
• Hofmann, Sara; Sæbø, Øystein; Braccini, Alessio Maria & Za, Stefano (2019). The public sector's roles in the sharing economy and the implications for public values. Government Information Quarterly: an international journal of information technology management, policies, and practices. ISSN 0740-624X. 36(4). doi: 10.1016/j.giq.2019.101399. Full text in Research Archive
• Madsen, Christian Østergaard & Hofmann, Sara (2019). Multichannel Management in the Public Sector: A Literature Review. Electronic Journal of e-Government. ISSN 1479-439X. 17(1), p. 20–35. Full text in Research Archive
• Lindgren, Ida; Madsen, Christian Østergaard; Hofmann, Sara & Melin, Ulf (2019). Close encounters of the digital kind: A research agenda for the digitalization of public services. Government Information Quarterly: an international journal of information technology management, policies, and practices. ISSN 0740-624X. 36(3), p. 427–436. doi: 10.1016/j.giq.2019.03.002.

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• Hofmann, Sara; Csaki, Csaba; Edelmann, Noella; Lampoltshammer, Thomas; Melin, Ulf & Parycek, Peter (2020). Electronic Participation. 12th IFIP WG 8.5 International Conference ePart. Springer. ISBN 978-3-030-58140-4. 200 p.
• Hofmann, Sara; Müller, O & Rossi, Matti (2020). Designing for Digital Transformation. Co-Creating Services with Citizens and Industry. Springer. ISBN 9783030648237.
• Hofmann, Sara & Csaki, C (2020). Electronic Participation. Springer. ISBN 9783030581411.
• Hofmann, Sara; Müller, Oliver & Rossi, Matti (2020). Designing for Digital Transformation. Co-Creating Services with Citizens and Industry. Springer Nature. ISBN 978-3-030-64822-0. 12388(1). 480 p.

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• Rydén, Hanne Sara-Maria Höglund; Hofmann, Sara & Verne, Guri Birgitte (2023). The self-serving citizen as a co-producer in the digital public service delivery.
• Flak, Leif Skiftenes; Vassilakopoulou, Polyxeni; Hofmann, Sara; Lyngstad, Cathrine Pihl & Kongsvild, Ragnhild (2022). Human centered digital transformation.
• Hofmann, Sara; Madsen, Christian Østergaard; Lindgren, Ida & Verne, Guri Birgitte (2021). A citizen-centered analysis of what public services are suitable for digital communication channels. .
• Flak, Leif Skiftenes & Hofmann, Sara (2020). The Impact of Smart City Initiatives on Human Rights.
• Hofmann, Sara (2019). Structuring Governments' Success Factors in Social Media. In Bergener, Katrin; Räckers, Michael & Stein, Armin (Ed.), The Art of Structuring. Bridging the Gap Between Information Systems Research and Practice . Springer. ISSN 978-3-030-06234-7. p. 409–419. doi: https:/doi.org/10.1007/978-3-030-06234-7_38.
• Madsen, Christian Østergaard; Hofmann, Sara & Pieterson, Willem (2019). Channel Choice Complications. Exploring the multiplex nature of citizens' channel choices.

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