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Online Resolution and Citizen Empowerment: Property Tax Appeals in North America
Abstract
In the private sector, the growth in interactive, online technology use has already disrupted many private industries, from medicine to finance to entertainment. Interactive, online technology has empowered consumers, giving them more choices and better information, and business has been transformed as a result. It is clear that government services are in the process of being similarly transformed. What unique challenges do government agencies face in implementing interactive, online technology and what guidelines should government agency decision makers follow when approaching it? In this chapter, the authors answer those questions on the basis of their first-hand experience helping government agencies build advanced online dispute resolution systems. They focus in particular on one case study: transitioning property tax appeals from a paper-based process to an interactive, online process. Through this examination, the authors (1) highlight the unique challenges they encountered and (2) make recommendations for government agency decision makers from the lessons they learned.
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