Guidelines for Improving the Efficiency of Public Complaint Management: A Case Study of Nong Khaem District Office, Bangkok

Abstract

            The purpose of this study is 1) to investigate the problems, obstacles, and limitations in resolving public complaints at the Nong Khaem District Office, Bangkok; and 2) to study approaches to improve the efficiency of resolving public complaints at the Nong informants, including 8 district administrators and 5 staff members. The study found that the problems, obstacles, and limitations in addressing public complaints at the Nong Khaem District Office, Bangkok, include issues related to personnel, delays and budget, materials and equipment, as well as understanding of authority, responsibilities, and the scope of the law.  Guidelines to improve the efficiency of resolving public complaints by the Nong Khaem District Office, Bangkok: 1) The details of complaints must be made as clear as possible. 2) Verify which department or office has the authority to resolve the issue. 3) Check whether the complaint is true or false. 4) Determine whether the district office has the authority to manage and resolve the issue. 5) If the matter involves other agencies, coordinate with the relevant agencies promptly. Additionally, conduct proactive area surveys, plan operations consistently, and disseminate useful information. There should also be meetings with relevant agencies and neighboring area offices to plan operations, in order to reduce complaints and achieve maximum public satisfaction.