Guidelines for Public Service Development through One-Stop Services toward Digital Local Government
Keywords:
Public Service Development, One-Stop Service, DigitalOrganization, Digital Government, Local Administrative OrganizationsAbstract
This study aimed to: (1) examine the level of public service development through the One-Stop Service (OSS) system of LocalAdministrative Organizations (LAOs) in Mueang District, Maha Sarakham Province; (2)compare citizens’ perceptions of OSS development across personal characteristics; (3) analyze the relationships between digital organizational factors and the effectiveness of the OSS system; and (4) propose guidelines for developing a comprehensive OSS system to reduce the complexity of citizens’government contact and support the transition toward a digital organization. A mixed-methods approach was employed. The quantitative component involved a sample of 400 citizens aged 18 years and over who had accessed services from LAOs in the study area, selected through stratified random sampling. Qualitative data were obtained from in-depth interviews with 10 key informants, including executives, information technology officers, and citizen representatives. Quantitative data were analyzed using descriptive statistics, t-tests, one-way ANOVA, and multiple regression analysis, while qualitative data were examined through content analysis.The findings indicated that overall public service development through the OSS system was at a high level, particularly in terms of service accessibility and delivery speed. Differences in perceptions were found only across occupational groups at the 0.05 significance level. Multiple regression results showed that digital organizational factors namely digital culture, digital mindset, digitalknowledge and skills, and digital processes were significant predictors of OSSeffectiveness at the 0.01 level, with digital culture exerting the strongest influence. Based on these findings, the proposed development guidelines emphasize strengthening digital infrastructure, enhancing inter-agency data integration, expanding online service channels, developing personnel digitalcompetencies, and promoting citizen participation to support effective and sustainable digital transformation at the local level.
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