TRANSFORMING THAI PUBLIC SERVICES: INNOVATION FOR THE QUALITY OF CITIZENS

Abstract

Objectives of this academic article were to study and analyze innovations in Thai public sector services to transform services and enhance the quality of people, enabling them to effectively meet their needs and expectations. Examples of outstanding service developments reflected the concrete application of the “people’s-centric” concept. These examples included the use of digital technology to facilitate service access, such as the one-stop government service platform; process improvements to reduce steps and time, such as reducing paperwork and waiting times and the creation of channels for people participation in service design and evaluation, such as listening to feedback and suggestions through various channels. The analysis of these case studies highlighted the importance of understanding service recipient needs, appropriately applying innovation, and creating an organizational culture that supported change and focuses on improved service delivery. This study outlined approaches to service transformation, enabling the public sector to truly create quality People and sustainable value for Thai society.