From Traditional to Digital

Transforming Local Administrative Organization Workflows in Thailand Through Social Listening Tools

Bibliographic Data

ID5935307
AuthorsKrisada Prachumrasee (0000-0002-4037-9348, Khon Kaen University), Panpun Ronghanam (0009-0005-7277-0877, Khon Kaen University), Kasipat Thonmanee (0009-0000-2998-0717, Khon Kaen University), Pakpoom Phonsungnoen (Khon Kaen University), Pathompohn Mangma (Khon Kaen University), Prasongchai Setthasuravich (0000-0003-1807-4350, The University of Tokyo), Grichawat Lowatcharin (0000-0002-2623-1769, Khon Kaen University, corresponding author)
Year2024
Volume13
Issue12
Pages666
Publication date2024-12-11
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueSocial Sciences (JOURNAL)
Journal identifiersISSN: 2076-0760 • E-ISSN: 2076-0760
PublisherMDPI AG (PUBLISHER • IT)
DOI10.3390/socsci13120666
OpenAlexW4405284080
LanguageEN
Citations received1
References cited37

Digital transformation offers transformative potential for public service delivery, yet many local administrative organizations (LAOs) in Thailand struggle with integrating digital tools effectively into their workflows. This study investigates the integration of social listening tools (SLTs) to enhance the efficiency and responsiveness of public service delivery in Thailand's LAOs. The primary goal is to redesign traditional, manual workflows through the development of a digital-by-design framework, addressing inefficiencies in public engagement and service provision. Employing a mixed-method approach, this research combines interviews and focus groups with municipal staff from four municipalities in Northeast Thailand to identify challenges and co-create solutions. The redesigned workflow integrates digital practices into existing organizational structures and achieves a significant 282% improvement in efficiency, measured in transactions per manpower-hour. Additionally, the new process enhances operational speed, responsiveness, and public engagement. To ensure sustainability, this study recommends a phased implementation strategy and consistent staff training. This research contributes to the public administration literature by providing a practical, scalable framework for digital transformation in local governance. It underscores the potential of SLTs to modernize public sector workflows, enabling more dynamic, responsive, and citizen-centric interactions between LAOs and the communities they serve

Active listening · Business · Database · Knowledge management · Multimedia · Workflow · Communication · Computer Science · E-Government and Public Services · Psychology · Public Policy and Administration Research

Tools

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