Putting citizen participation into practice is an ideal of democratic governance. However, there has been existed many invisible barriers which obstruct an authentic citizen participation. These barriers are caused by professional asymmetries between the administrators and the citizens, without a necessary administrative incentive mechanism for citizen empowerment, and without a trustworthy relationship between the administrators and the citizens. Therefore, a core question can’t be ignored in the democratic governance is how can we design a proper mechanism for realizing an authentic citizen participation? This research is designed to answer this question by studying the citizen relationship management systems of five direct-controlled municipalities in Taiwan---the 1999 call center systems. Through this research, we will assist the local public managers to abstract the most important public opinions from a lot of citizen complaints, to create and develop a knowledge management system for storing and applying these public opinions, and to figure out the key factors for decreasing professional asymmetries between the administrators and the citizens. We hope the findings of this research can not only help local governments to find a new way to realize the ideal of authentic citizen participation, but also to dig out the most important factors which can keep the administrative system more activeness and more responsiveness.