ประสิทธิผลการให้บริการประชาชนภายใต้แนวคิดรัฐบาลดิจิทัล

Buranajit Keawsrimol

doi:10.14456/tisr.2023.20

Authors

บูรณจิตร แก้วศรีมล คณะมนุษยศาสตร์และสังคมศาสตร์ มหาวิทยาลัยราชภัฏบ้านสมเด็จเจ้าพระยา

DOI:

https://doi.org/10.14456/tisr.2023.20

Keywords:

Digital Government, New Public Service, Effectiveness of Public Service

Abstract

The objectives of this research are to study the level of opinions on the implementation and effectiveness of digital services, factors affecting the effectiveness of digital services, and to find problems, obstacles, and guidelines for the development of digital services. The research focuses on the study of services under the concept of digital government of the District Office Registration Department, Bangkok Metropolitan. Using the mixed method research methodology by collecting 400 questionnaires and qualitatively interviewing with 14 key informants. The research findings are as follows: 1) The level of service operations and the overall effectiveness of digital services are at a high level. In particular, digital infrastructures are ready and sufficient, but there are challenges in implementing them effectively. 2) The key factors affecting the effectiveness of digital services statistically are digital service factor and digital workforce. However, the policy-making factors and digital infrastructures are still relevant factors in providing digital services. 3) Major problems and obstacles are policy formulation lacking participation from the public sector and operators. In addition, there are a problem with the lack of integration of government databases. At the same time, information technology personnel lack of specialized skills, in which requires the long-term planning of digital manpower. Moreover, people lack interest in state media which need improvement in term of content and channels.

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