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The Management of Citizen Participation in Taiwan: A Case Study of Taipei City Government's Citizen Complaints System

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  • Don‐yun Chen
  • Tong‐yi Huang
  • Naiyi Hsaio

Abstract

Citizen participation is one of the core values of democracy. Democratization means an increase in citizen participation in public affairs. However, the issue of democratization is rarely studied in the field of public administration. In this article, we use the Taipei City Government (TCG) Citizen Complaints System to illustrate some tensions relating to citizen participation in a newly democratizing country. We interviewed the TCG officials to piece together the puzzle of how the citizen complaints system works. Furthermore, we conducted a survey on how each channel and media is used by citizens to file their complaints. Then, we focused on the development of the Taipei City Mayor's e‐mail box to see how the tension between participation and cost is handled by utilizing newly emerging information technology. We then evaluate these developments in terms of publicity, accessibility, and accountability suggested by Senevirante and Cracknell (Seneviratne, M.; Cracknell, S. Consumer complaints in public sector services. Public Admin. 1988, 66, 181–193). Accordingly, we propose suggestions for improvement from these three aspects for TCG and other governments as well to establish a citizen complaints system that substantiates democracy.

Suggested Citation

  • Don‐yun Chen & Tong‐yi Huang & Naiyi Hsaio, 2003. "The Management of Citizen Participation in Taiwan: A Case Study of Taipei City Government's Citizen Complaints System," International Journal of Public Administration, Taylor & Francis Journals, vol. 26(5), pages 525-547.
    • Handle: RePEc:taf:lpadxx:v:26:y:2003:i:5:p:525-547
    DOI: 10.1081/PAD-120019234
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    Cited by:

    1. , Aisdl, 2020. "Employing Value Chain Theory To Address COVID-19 Outbreak In Tourism Management: A Resilience and Stakeholder View," OSF Preprints tmzvf, Center for Open Science.
    2. Biancone Paolo & Secinaro Silvana & Brescia Valerio & Calandra Davide, 2020. "Employing Value Chain Theory To Address COVID-19 Outbreak In Tourism Management: A Resilience and Stakeholder View," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 11(3), pages 39-64, December.
    3. Ken Ka-wo Fung & Chao-Lung Liu & Ming-Lun Chung, 2022. "Bowling Alone in Taiwan? Political Trust and Civic Participation of Taiwanese and Their Appraisal of Liberal Democracy and Personal Wellbeing," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 159(3), pages 1085-1102, February.
    4. Ramin Bashir KHODAPARASTI & Reza MOHAMMADPOUR, 2015. "Investigating The Impact Of E Government On Public Management," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 7(4), pages 72-81, December.

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