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Online Resolution and Citizen Empowerment: Tax Appeals and Court Resolutions 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, which has in turn transformed global business. Now it is clear that government services are in the process of a similar transformation. Government agencies face unique challenges in implementing interactive, online technology, and understanding best practices can be a challenge. In this chapter, the authors describe their first-hand experience helping government agencies build advanced online dispute resolution systems. They focus in particular on two case studies: transitioning property tax appeals from a paper-based process to an interactive online process and introducing interactive online technology into the courts. Through this examination, they (1) highlight the unique challenges we encountered and (2) make recommendations for government agency decision makers from the lessons we learned.
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