Concerns Management, E-Government and E-Participation: Experiences and Findings from Germany

• Published in: International journal of e-planning research Vol. 4; no. 4; pp. 36 - 49
• Main Authors: Vaerst, Tobias, Steffens, Theresa, Lokaiczyk, Robert
• Format: Journal Article
• Language: English
• Published: IGI Global 01.10.2015
• Subjects: Categories; Channels; Customizing; Electronic government; Government computer systems; Government information technology services; Governments; Management; Management systems; Platforms; Germany
• ISSN: 2160-9918; 2160-9926
• DOI: 10.4018/ijepr.2015100103

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.