What’s important depends on what you need: A basic psychological needs perspective on stakeholders’ urgencies in administrative procedures

Abstract

This research explores stakeholders' perspectives on administrative procedures, focusing on basic psychological needs. The goal is to understand the motives driving evaluations of administrative quality and performance, particularly for constitutive administrative acts. Using a multi-method approach, the study analyzes five stakeholder groups' central motives at different stages of administrative procedures. To achieve this, the user experience journey technique is adapted to identify stakeholders' motivations, including achievement, affiliation, and power. Guided workshop discussions, qualitative expert interviews, and a review of legal sources are utilized to determine stakeholders' urgencies at each step of the process. Through qualitative content analysis of expert interviews, the study deduces the central concepts underlying these urgencies. The findings provide valuable insights into stakeholders' perspectives, motivations, and urgencies regarding administrative procedures and thus important attributes of good administration. This understanding is crucial for evaluating administrative performance and shaping potential goals for administrative reforms.