Exploring Government-Citizen Relationships through TaipeiPASS and TiapeiOn Platforms

The rise of the adoption of digital platforms for governments has transformed the relationships between the government and citizens. Building on the two-sided market and citizen engagement theories, this study has illuminated the dynamic landscape of government-citizen relationships as reshaped by governments using digital platforms. Our research first provides a framework of digital interactions across four relational dimensions: government-to-government, government-to-citizen, citizen-to-government, and citizen-to-citizen. By integrating theoretical insights with empirical evidence from TaipeiON and TaipeiPASS, this approach underscores the transformative potential of digital platforms to streamline administrative services and facilitate public engagement. The findings offer a foundational typology for understanding the evolving interplay between public sector entities and the citizens they serve. Finally, this study presents three strategies utilized for platform designs: service design focus, multi-platform integration, and automation for real-time services. The study also discusses three continual challenges learned from the two cases: re-designing services and organizational structures, balancing interests, and decentralizing and staff training.