United Nations Public Service Awards Case Studies

The government entities provided administrative services to the citizens. Before this new scheme was implemented, each entity had offered services under its own responsibilities. When the people wished to receive several services at the same time or when the services requested involved several government entities, it was not convenient for them. Moreover, some premises were overcrowded. This led to the dissatisfaction of some people receiving the services.
In application of Article 32 of the Decree on the Criteria and Procedure of Good Administration of the year 2003, Kanchanaburi Provincial Authorities put in place the Government Counter Service of Kanchanaburi which is a “One Stop Service” in the premises of Tha Muang District Office on 1st July 2006. However, a number of inconveniences were identified from the operation and from the feedback of citizens themselves. They can be summarized as follows: Tha Muang District is located quite far from the Central Administration of Kanchanaburi province (approximately 12 Kilometers.) Moreover, it is not a passage way for the people from other districts wishing to come to downtown. Moreover, the premises used for the installation of this Government Counter Service were overcrowded.

The Supervisory and Follow-up Committee of the Public Service Counter, aware of these problems, tried to solve them. However, the Committee encountered the problem in finding an appropriate location and budget. Kanchanaburi Provincial Authorities approached a hyper- market Tesco Lotus Kanchanaburi, located in downtown and a lot of people used its facilities. Tesco Lotus expressed its willingness to offer a part of its premises in their hypermarket, previously used as Kanchanaburi OTOP (One Tambon One Product) Center. Finally, the location and budget problems in this matter were solved.

The new Kanchanaburi Counter Service was then transferred from Tha Muang District Office to downtown Tesco Lotus Kanchanaburi and was opened on 25 September 2010.

What is the initiative about? (the solution)
The installation of the Counter Service aimed at facilitating the operations, reducing the administrative red tape, improving the procedure and the expansion of the service to the general public in order to meet the needs of the citizens. This is in line with Article 32 of the Decree on the Criteria and Procedure of Good Administration of the year 2003. The transfer of the Government Counter Service from Tha Muang District Office solved both problems of distance and narrowness of the premises. The local citizens and private sector as well as those from other provinces can get a convenient and rapid service in a clean and nice place equipped with modern technology equipments. The new Government Counter Service helped to meet the mission statement of the setting up of the Government Counter Service, firstly, to provide to the general public by grouping several governmental services in one easy-access place. Secondly, to develop and deliver modern, high quality service on a continuous basis by a professional service minded team. The development of service is to create the utmost satisfaction to the general public. Lastly, to create good working relationship among concerned officers and entities participating in the service providing in order to jointly develop and enhance the service quality which benefits to the general public as a whole.

Who proposed the solution, who implemented it and who were the stakeholders?
The Supervisory and Follow-up Committee of the Public Service Counter proposed the solution to these problems to Kanchanaburi Provincial Authorities who, in turn, approached Ek Chai Distribution System, the company which runs Tesco Lotus Kanchanaburi. The latter offered their premises. The new Government Counter Service was thus set up at Tesco Lotus Kanchanaburi.

Describe how and when the initiative was implemented by answering these questions
a. What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
The strategies used for the successful implementation include the development of the services and the personnel. This initiative aims at the development of the service and the Information Technology System, which, in turn, result in an efficient service. The development of the personnel leads them to the service expertise and awareness. The premises and the environment must also meet with standards set.

b. What were the key development and implementation steps and the chronology? No more than 500 words
Firstly, a survey took place in order to evaluate the needs of the general public. It took place at the previous Government Counter Service, during the mobile provincial projects and the Ministry of Interior clinic. The projects took place at different districts of the province. Secondly, the data received to evaluate the needs of general public are summarized and presented at a joint meeting among all entities in order to identify areas to develop and to set priorities. Once the conclusion was reached, a Joint Committee was set up to establishing the new Government Counter Service of Kanchanaburi. Meetings were organized to determine the services to be offered at the “One Stop Service”.

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
The obstacles encountered were the budget, the personnel and the P.R. of the Government Counter Service. As this is a governmental service offered to general public free of charge, the Government Counter Service needs assistance in terms of budget and personnel. The project was presented to Kanchanaburi Provincial Authorities in order to receive operational budget. Problem on personnel was also solved because each participating governmental entities assigned their officers to work at the Government Counter Service. Moreover, the officers working here are trained so that they could work on all services offered at the Government Counter Service. Another obstacle which needs to overcome was the P.R. which is not wide enough to cover every area in Kanchanaburi province. This can be solved in a long run from the P.R. campaign of the Government Counter Service itself and from the mobile units of the provincial entities.

d. What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
As mentioned above, the financial resources came from Kanchaburi Provincial Authorities which extended full support to this project. As for the human resources, they were provided by the participating government entities participating in the Government Counter Service. Lastly, the premises were offered by the Ek Chai Distribution System and Tesco Lotus Kanchanaburi.

Is the initiative sustainable and transferable?
The Government Counter Service has set the following targets: it must offer 9 services from various government entities in Kanchanaburi province to general public. It is aimed to have at least 10,000 citizens a year. The level of satisfaction of the citizens using the service is set at the minimum level of 85%. Finally, each year one service must have value-added factors or supporting system to enhance the service system. The officers and all parties concerned have good working environment so that they can develop themselves and deliver quality service to the general public. The working officers and all parties concerned must have at least 85% satisfaction. The Government Counter Service will try to invite more government entities of Kanchanaburi province who are ready, in terms of system and personnel, to join the Center. As such, the sustainability of the Government Counter Service can be maintained. In 2010, Kanchanaburi Counter Service won the first prize on the Excellent Image Promotion among all Government Counter Service in Thailand. Many entities visited our Center. Kanchanaburi Government Counter Service hopes that our initiative can help other entities in the implementation of similar services or in improving the existing ones.

What are the impact of your initiative and the lessons learned?
We can see that Kanchanburi Government Counter Service encountered some obstacles but they were solved with the cooperation of all parties concerned i.e. governmental entities, private sectors and the citizens. Kanchanaburi Government Counter Service won first price on the Excellent Image Promotion among all Government Counter Service in Thailand, organized by the Office of the Public Sector Development Commission. The factors leading to the prize includes the following: Premises The location is appropriate. The design and the layout of the Government Counter Service are suitable. It is clean and modern. A sign of Government Counter Service exists. Technology The technology is used to enhance the potentiality and the quality of the service. Personnel The team and the officers working at Kanchanaburi Government Counter Service are service-minded. Support from the provincial authorities Kanchanaburi Provincial Authorities are aware of the importance in creating the popularity of the Counter Service. Strategy The Counter Service has approach strategy to attract the general public to use the service offered. A client database was set up. The Counter Service used a modern research plan to study the needs of the citizens using this service. These are the elements led to our success in the implementation of the new Government Counter Service of Kanchanaburi.


Institution Name:		GOVERNMENT COUNTER SERVICE OF KANCHANABURI PROVINCE
Institution Type:		Government Agency
Contact Person:		MR.PIPAT SANKHARIKSHA
Title:		DEPUTY GOVERNOR OF KANCHANABURI
Telephone/ Fax:		0-3451-1326
Institution's / Project's Website:
E-mail:		numcharurm@hotmail.com
Address:		DEPARTMENT STORE TESCO LOTUS
Postal Code:		71000
City:		MUANG
State/Province:		KANCHANABURI
Country:		Thailand

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information