Representation as Responsiveness in China: Evidence from a City Public Service Hotline

Studies of political representation have focused on responsiveness driven by electoral mechanisms in liberal-democratic regimes. In a single-party system like China’s, how does the government respond to citizens’ service requests? Whose and what interests are being represented in governmental responsiveness, and to what extent? This article explores these questions through the lens of “representation as responsiveness” by analyzing an exclusive data set from the city public service hotline in Shanghai. Data analyses show that Chinese municipalities have good responsiveness to citizens’ practical concerns, and the quality of responsive representation has been improving in recent years. However, some groups of residents tend to be underserved for multiple reasons. This article argues that a responsive model of authoritarian representation will become a significant source of resilience for the party regime.