THE RESPONSE EVALUATION OF DIGITAL TOOL APPLICATIONS IN COMPLAINT RECEIVING PROCESS OF LOCAL ADMINISTRATIVE ORGANIZATIONS: A CASE STUDY KHON KAEN MUNICIPALITY
Abstract
This research aimed to compare the process of receiving complaints from the application of digital tools and examine the effect of digital tool implementation in the complaints process in terms of a responsiveness. This survey research used a case study of Khon Kaen Municipality. Those who involved in the receiving complaints process were purposefully selected as the key informants, i.e., Municipal Clerk, Director of the Technician Division, and Assistant Clerical Officer. The data are collected via an in-depth interview and a record form for the primary and secondary data sources, respectively. The data were analyzed by content descriptive analysis.
The results showed that the process integrated with digital tools can increase contact channels for public services, resulting people easily accessing and receiving a delivery of public services faster. There was the complaints number through online platforms as high as 3.18 times more than the traditional channels. The process step was reduced to 4, and the average of response time for the new process is 113 hours 11 minutes, while the old process was unable to exactly calculated. These correspond to the old public administration and the new public management concepts, which differed in terms of operational practice, hierarchy, and focus on efficiency and effectiveness. However, for the sustainability of digital government transformation, the digital literacy of all involved staff is a key factor to success of the digital transformation of the local administrative organization.
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