Tong-yi Huang

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

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 Mayors 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.

The Interplay Between Digital and Political Divides: The Case of e-Petitioning in Taiwan

Political scientists have long been aware of the problem of unequal participation in democratic politics, the phenomenon we can call “political divide.” The emergence of information and communication technologies over recent years has sparked a discussion on whether this long-standing political divide can now be resolved by “e-democracy.” This study aims to answer two questions: (i) Can e-democracy, specifically e-petitions, attract traditional nonparticipants to participate in public affairs? (ii) In the context of promoting e-petitions, can “digital divide” alleviate the problem of “political divide?” The data used in this study were collected from a national poll on citizen experience of and willingness to participate in the petitioning for referendum. The results indicate that those who recall participating in paper petitions tended to be older, less educated, and with stronger party identification. Also, our results reveal that these people who can be effectively mobilized by traditional social networks are mostly, in fact, the “digital have-nots.” Furthermore, regarding the potential participants in e-petitions, we find that those “digital haves,” who had not been mobilized in previous paper-based petition sessions, were more likely to participate in e-petitions if they are implemented in the future. The results demonstrate the existence of a possible negative correlation between the political and the digital divide. This suggests that e-democracy might be potentially beneficial to alleviate the long worried negative effects of the political divide in democratic polity.