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

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  • Tobias Vaerst

    (wer denkt was GmbH, Darmstadt, Germany)

  • Theresa Steffens

    (wer denkt was GmbH, Darmstadt, Germany)

  • Robert Lokaiczyk

    (wer denkt was GmbH, Darmstadt, Germany)

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.

Suggested Citation

  • Tobias Vaerst & Theresa Steffens & Robert Lokaiczyk, 2015. "Concerns Management, E-Government and E-Participation: Experiences and Findings from Germany," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 4(4), pages 36-49, October.
    • Handle: RePEc:igg:jepr00:v:4:y:2015:i:4:p:36-49
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    Cited by:

    1. Bingqian Zhang & Guochao Peng & Caihua Liu & Zuopeng Justin Zhang & Sajjad M. Jasimuddin, 2022. "Adaptation behaviour in using one-stop smart governance apps: an exploratory study between digital immigrants and digital natives," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 1971-1991, December.

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