Concerns Management, E-Government and E-Participation

Abstract

Advancements in internet technology have profoundly changed communication between citizens and government authorities. Concerns management systems and smartphone applications offer new and convenient channels of interaction. In Germany, the “Mängelmelder” platform offers a nationwide service channel for local citizens' concerns. Citizens generally use this communication channel for reporting public infrastructure defects. This paper examines whether the “Mängelmelder” platform – with customized systems can facilitate further citizen participation at the local level in Germany. Analysing different customized systems shows that possibilities for further use depend on the way in which local authorities handle the citizens' input. It could not be proven that offering an open category for citizens' recommendations (in a customized concerns management system) has an impact on further citizen participation. But using digital citizen services, such as concerns management platforms, can indeed facilitate increased citizen participation.

The Impact of Administrator Willingness on Website E-Participation: Some Evidence from Municipalities

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Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept

“…The first empirical research identified was the work of Chu, Yeh and Chuang (2008), a case stuty in Taiwan. We also identified case studies in Germany (Vaerst et al, 2015), Iran (Akhondzadeh-Noughabi et al, 2013), Portugal (Duque et al, 2013) and Tehran (Keramati et al, 2011). Literature encompasses cluster analysis to understand citizen satisfaction (Ghodousi et al, 2016) and citizens' complaints (Ghodousi et al, 2019).…”

Participatory technologies in smart cities: What citizens want and how to ask them

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