Innovation in Service Management of Local Administrative Organizations in Nakhon Pathom Province

Abstract

The purpose of this research was to study innovations in service management of government agencies and the people of local government organizations in Nakhon Pathom Province. The research format was qualitative research using data collection from documents and in-depth interviews. The key informants were 23 executives from local administrative organizations in Nakhon Pathom Province.

Government innovation consists of service innovation, service delivery innovation, administrative/organizational innovation, innovative thinking, policy innovation, and system innovation, also known as bureaucracy 4.0. In this regard, it was considered the concept of systematically changing the public administration process. Government innovation must be driven by cooperation from all relevant sectors, such as administrators, civil servants, or government personnel who are important mechanisms as service providers, as well as citizens as service recipients. However, innovation in the public sector still faced the problem of a bureaucracy that was inflexible, agile, and clinging to regulations, causing delays and not responding to people's needs. This issue was also a challenge in the sense that Thai public sector organizations must give importance to development and problem solving in order to drive effective government innovation in the future.