Managing citizen-initiated email contacts

摘要: Abstract Citizen-initiated contacts, often with requests for services or information, complaints opinions, occupy a great portion of citizen involvement local governments. The ease and low cost emails opens new agenda the contacts. Governments not only have to provide convenient friendly access points on websites receive these voices, but also respond them in timely responsive way. Responsiveness invites more usage imposes caseloads bureaucrats governments as well. How can government develop manage an efficient, citizen-initiated email handling system? We conduct longitudinal in-depth case study Taipei City Mayor's Mailbox, successful system existing over 12 years. Through development process, we find actors, humans non-humans, their interplays shape Mailbox. Several important issues are identified including evolutionary, incremental emergent citizens' dissatisfaction actor, continuous Mayor Commissioners, engaging street-level bureaucrats. contributes greatly understand evolution E-Government which is underspecified literature.