Influence of citizen relationship management system on citizen participation in Taiwan: A participatory politics perspective

Although studies have investigated the development of citizen relationship management (CRM) systems in various cities, no understanding exists regarding how CRM systems operate and how they influence citizen participation. Moreover, limited studies have been conducted regarding the political factors that influence citizen participation through CRM systems. Drawing from data obtained through interviews with key stakeholders involved in the implementation of a CRM system in Taiwan, the present study comprehensively analyzed the primary political characteristics and effects of this system, outlined the political factors influencing system use, and formulated suggestions for mitigating the influence of politics on the system. The findings reveal that the development of the citizen relationship management system was constrained by potential political factors in public policy development. These factors included the dynamics of power relations between citizens and local governments, the politicization of policy processes, conflicts in policy decision-making models involving top-down and bottom-up approaches, the political intentions and motives of stakeholders, and the influence of potential policy actors. Considering the case of the Taiwanese citizen relationship management system, this study provides suggestions and guidance for policymakers aiming to minimize political influence on citizen participation, with a focus on tailoring these approaches to meet the specific public service needs of citizens.