Complexity, errors, and administrative burdens

Errors in administrative processes cost clientele and organizations, yet are understudied. Beyond efficiency losses, errors impose administrative burdens on clientele. Automation is a common tool for reducing errors. Little is known, however, about the factors that may augment automation’s effectiveness. We theorize that administrative errors are a function of program complexity. We expect automation to improve accuracy in less complex programs but worsen with increased complexity. With U.S. Unemployment Insurance program audit data, we use longitudinal Poisson analysis to test our expectations. Complexity is associated with greater incidences of administrative errors. As expected, automation’s effects vary with level of complexity.