Centralisering af den objektive sagsbehandling - effektivisering for de mange på bekostning af de få

Marie Thorsager Bjerre & Mads Fallesen Pedersen

Studenteropgave: Speciale


In 2012 Denmark got a new authority for social payments, Udbetaling Danmark (UDK). In the period from October 1, 2012 to March 1, 2013, the new authority has taken control of five social security payments, transferred from the municipalities: Family benefits, maternity benefits, incapacity benefits, housing benefits and pension. The management reorganization within the mentioned areas is the starting point for this thesis, which will examine the consequences of the centralisation for municipalities and UDK’s administration and their causal explanations. The theoretical framework of the thesis is a top-down perspective of implementation theory and, more specifically, Søren Winter’s Integrated Implementation Model (Winter & Nielsen, 2008). The main data for the thesis is two surveys with leaders from municipalities and UDK, and 18 supplementing interviews with employees of two municipalities and one UDK unit. Based on the theory and the empirical data collection the thesis is testing the following three hypotheses: 1. An examination of whether the extensive interfaces between the municipalities and UDK case management results in high administrative transaction costs in the cooperation between the authorities. The main finding is: the policy design is complex with many interfaces between the authorities. The complexity leads to uncertainty among bureaucrats and citizens, which results in high transactions costs as well as coordination difficulties linked to exchange of data. 2. If the municipalities can address the requirement to provide holistic guidance to the citizens. The main findings are: The municipalities can deliver holistic guidance. There is, however, overall general concern that maintaining the holistic guidance will be a great challenge as it depends on the professional competency of bureaucrats in the municipalities, which will change in the long term. 3. Does the extensive interface between the authorities result in citizens being sent back and forth between the two authorities during the processing of their cases. The main findings are: There is a clear tendency for citizens to be sent back and forth between the two authorities. This is caused by conflicts of interests between the authorities, citizens’ lack of digital skills and unclear division of responsibilities caused by uncertainty about the policy design. This thesis recommends that the continued implementation process of UDK should focus on: improvement of the law regarding exchange of data to reduce transaction cost, optimize working processes, decrease the uncertainty of the policy-design by creating a common comprehension of the law, and improve division of responsibilities and holistic guidance.

UddannelserForvaltning, (Bachelor/kandidatuddannelse) Kandidat
Udgivelsesdato15 aug. 2013
VejlederePeter Triantafillou


  • Reformer
  • Objektiv sagsbehandling
  • Implementering
  • Udbetaling Danmark
  • Digitalisering
  • Centralisering
  • Borgerservice
  • Frontmedarbejdere