Service Delivery of the Social Development and Human Security Office of Songkhla Province
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Abstract
Thailand’s 20-years National Strategy specifies citizen center as the aim of public services by focusing on promptness, facilitation, and transparency in response to the requirements of citizens. However, there had been no research that investigated the state of service delivery of the Social Development and Human Security Office of Songkhla Province. This study explored the state of service delivery of this organization by employing qualitative research approach through the conduction of in-depth interviews with 20 key informants including 15 customers and 5 service providers, selected purposively. The information was analyzed by using thematic analysis technique.
The findings revealed that concerning the element of service delivery process, this organization could access the citizens and responded to their needs rather well. The service delivery system was clear and the information about service delivery process was publicized via website. There were problems of tardiness in service delivering and redundance in the process. As for the work capacity of staff, the result indicated that the staff had proper behavior in delivering services with politeness, friendliness, enthusiasm and willingness. They were knowledgeable and skillful in advising and coordinating with citizens. However, they did not have enough knowledge about new policies of the central government in delivering services. As for the element of facilitation, the study revealed that there were not enough waiting seat, service area, and proper ventilation. Nevertheless, the staff had proper and up-to-date working facilities. The budget for facilities was suitable and its management was transparent, efficient, and accountable. This research suggests that the studied organization should provide websites or application for citizens to check their service status, to compile data to be stored in one place and recalled whenever needed. Moreover, the organization should keep its staff updated with new policies, prepare or manage human resources to cope with increasing service delivery, and improve service area.
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Views and opinions expressed in the articles published by The Journal of MCU Peace Studies, are of responsibility by such authors but not the editors and do not necessarily reflect those of the editors.
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