Ida Heggertveit Solem

Stipendiat Institutt for informasjonssystemer

E-post: ida.heggertveit@uia.no
Telefon: +47 38 14 13 81
Mobiltelefon: +47 48 89 36 88
Kontor: H1067A (Universitetsveien 25, 4630 Kristiansand, Norway)

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Ansvarsområder

My research explores the digital solutions and channel choice of citizens when using public services.

I hold a master’s degree in cultural meetings focusing on cross-cultural encounters to understand cultural coexistence and conflict. I have a bachelor’s degree in political science and human rights.

I have a background in digitalization as the coordinator of the new multifunctional customer service centre called UiA Help at our university, and first-hand public services experience from working at a local NAV office.

My research interests include system development, digital transformation, multi-channel strategy, public service, and modern bureaucracy.

From the perspectives of citizens and public sector organizations, the project's main objective is to critically analyze what public services are suitable for digital communication channels.

Prosjekter

Ingen pågående prosjekter

Forskningsgrupper

Schmidt, Michaela Margarethe; Heggertveit, Ida; Rydén, Hanne Sara-Maria Höglund & Farshchian, Babak A. (2025). Succeeding in Digital Self-service: Knowledge-Sharing in Citizen-Caseworker Interactions. I Hofmann, Sara; Danneels, Lieselot; Dobbe, Roel; Novak, Anna-Sophie; Parycek, Peter; Schwabe, Gerhard; Spitzer, Vera & Ubacht, Jolien (Red.), Electronic Participation- 17th IFIP WG 8.5 International Conference, ePart 2025, Krems, Austria, August 31–September 4, 2025, Proceedings. Springer. ISSN 9783032025142. s. 291–305. doi: 10.1007/978-3-032-02515-9_18. Fulltekst i vitenarkiv Vis sammendrag
Successful digitalization requires a deep understanding of the practices surrounding self-service solutions. Such understanding can be developed through direct interaction between citizens and service providers. In this study, we contribute to such understanding by exploring how explicit and tacit knowledge is exchanged during citizen-caseworker interactions. We do so by examining how citizens and caseworkers share knowledge while interacting with a digital self-service application for financial assistance. Although self-service solutions aim to improve service delivery by allowing citizens to serve themselves, we find that they can also create challenges. Citizens need to acquire relevant knowledge and skills, and public employees must often correct application errors and assist citizens during service procedures. Our findings from observations and interviews reveal that both parties hold essential knowledge for the use of self-service solutions. These interactions facilitate bidirectional knowledge-sharing, enhancing citizens’ confidence and helping caseworkers refine their guidance methods. The paper discusses how knowledge-sharing occurs when caseworkers guide and support citizens through the process of digital self-service applications and how these guidance sessions can benefit the development and design of digital self-service solutions in the public sector.
Heggertveit, Ida & Rydén, Hanne Sara-Maria Höglund (2024). Narratives of Reality: Administrative Burdens and Workarounds in Digital Self-Services, AMCIS 2024 Proceedings. Association for Information Systems (AIS). ISSN 9781958200117. Fulltekst i vitenarkiv Vis sammendrag
This study employs ethnographic methods to explore citizens' experiences applying for welfare services through digital self-services, highlighting the challenges that vulnerable citizens face when dealing with administrative burdens and their various strategies to overcome them. The primary objective is to present citizens' lived experiences of administrative burdens within the context of digital self-services and illustrate the impact of these burdens on their access to fundamental rights and services. Through participatory observations, we uncover citizens' encounters with administrative burdens during self-service applications and their strategies to mitigate these burdens while presenting their experiences of compliance, learning, and psychological costs. We offer recommendations for redesign based on the identified burdens and strategies. Our findings reveal that while self-services may present administrative burdens for vulnerable citizens in difficult life situations, efforts to alleviate these burdens can reduce inequalities and strengthen social fairness.
Rydén, Hanne Sara-Maria Höglund; Hofmann, Sara; Andrade, Luiz de & Heggertveit, Ida (2024). Mitigating Administrative Burdens: Understanding the Role of Intermediaries in Co-producing Digital Self-services. I Johannessen, Marius Rohde; Csáki, Csaba; Danneels, Lieselot; Hofmann, Sara; Lampoltshammer, Thomas; Parycek, Peter; Schwabe, Gerhard; Tambouris, Efthimios & Ubacht, Jolien (Red.), Electronic Participation 16th IFIP WG 8.5 International Conference, ePart 2024, Ghent, Belgium, September 3–5, 2024, Proceedings. Springer. ISSN 9783031708046. s. 31–46. doi: 10.1007/978-3-031-70804-6_3. Fulltekst i vitenarkiv
Lindgren, Ida; Madsen, Christian Østergaard; Rydén, Hanne Sara-Maria Höglund; Heggertveit, Ida; Hofmann, Sara & Sæbø, Øystein (2024). What Public Services are Suitable for Digitalization? - A Classification of Public Service Characteristics. I Janssen, Marijn; Crompvoets, Joep; Gil-Garcia, J. Ramon; Lee, Habin; Lindgren, Ida; Nikiforova, Anastasija & Pereira, Gabriela Viale (Red.), Electronic Government. Springer Nature. ISSN 9783031702747. s. 201–217. doi: 10.1007/978-3-031-70274-7_13. Fulltekst i vitenarkiv
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. s. 173–187. doi: 10.1007/978-3-031-23213-8_11. Fulltekst i vitenarkiv Vis sammendrag
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.

Se alle arbeider i NVA

Heggertveit, Ida (2024). Navigating Privacy Regulations: Administrative Burden of Digital Self-Services for Vulnerable Citizens. I Johannessen, Marius Rohde; Csáki, Csaba; Danneels, Lieselot; Hofmann, Sara; Lampoltshammer, Thomas; Parycek, Peter; Schwabe, Gerhard; Tambouris, Efthimios & Ubacht, Jolien (Red.), Electronic Participation 16th IFIP WG 8.5 International Conference, ePart 2024, Ghent, Belgium, September 3–5, 2024, Proceedings. Springer. ISSN 9783031708046. doi: 10.1007/978-3-031-70804-6_2. Fulltekst i vitenarkiv
Heggertveit, Ida (2024). Work In Progress 2024 PROFRES Gathering Estonia_Heggertveit. Fulltekst i vitenarkiv