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The Reform of ID card Services Process (The Process of issuing Electronic ID card)
Department of Provincial Administration, Ministry of Interior
Thailand

The Problem

Department of Provincial Administration is responsible for the identification cards services. According to the Thai law, the identification card
(ID card) is an important document for 34 million Thai people who are over 15 years of age to identify their identity as well as their right. The identity card services are provided by 1,078 local and regional registration offices through out Thailand.
In the past, the ID card services were inconvenience. These inconveniences are:
1. ID card services are provided only at the registration office where the client name is registered.
2. Many forms need to be filled.
3. The former identification card process took 45 days and it was done by hand.

Solution and Key Benefits

 What is the initiative about? (the solution)
To improve the identification card services, DOPA has reformed the services through an electronic process. They consist of the following processes.
1. The process to speed up the identification card issuing services.
2. The process to provide identification cards at registration office all over the country.
3. The process to fine and pay fees by computerizing system.
4. The process to provide extension services through places and time.
5. The process to promote and support the identification card services.
From the above reform, DOPA has achieved the following results.
1. Reducing service time from 36 – 45 days to 20 minutes.
2. The requests for ID card can be submitted at any registration office.
3. The ID card services can be reached outside working time and can be done through various governmental counter services.
4. Better services can be reached through computerize fining and paying fee system of identification card. The system also prevents the department from overcharging fees and fines.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
DOPA, through the policy of Mr. Vichai Srikwan, the Director General of the Department, and the support from the Royal Thai Government, has assigned the Registration Bureau to find ways and means to provide more effective ID card process to its people. These can be achieved through 1,078 regional and local registration offices which serve about 34 million people who are over 15 years old.

(a) Strategies

 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.
With the approval of Director General of DOPA, DOPA has studied problems and found effective methods of making identification card by using registration offices all over the country. It has reformed core processes of ID card services through electronic process. The objectives of the reform are:
1. To reduce the ID card service time.
2. To provide better and faster ID card services.
3. To enhance the equality and transparency on ID card services through queue and issuing electronic receipt.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
The key development and implementation of the new ID card process of DOPA are as follows:
1. The process to speed up identification card processes. These are changing ID card procedure from manual to online services. These new services provide better, faster and more coverage services for Thai people.
2. The process to request identification cards at any registration office. These are done by adapting searching system from a manual one to online service. Registration offices of 1,078 are connected and online with the central office in Bangkok.
3. The process of fining and paying fees. These are accomplished by improving fining and paying fees from manual to computerize system. Therefore, the investigation processes concerning ID card issue including fining and paying fees are speeding up. These also can prevent DOPA from overcharging fees and fines.
4. The process to extend ID card services. These are accomplished by several services. They are:
4.1 Providing extra hour services by registration offices.
4.2 Extension of registration offices to reach more people in communities.
4.3 Providing mobile services for people living in urban communities such as providing mobile service for department stores, schools, universities and large companies.
4.4 Providing mobile services for people who are suffering from disasters (fire and flood) and lose their ID cards. Those who are suffering from the disaster might be except to pay fees and fines concerning ID card.
5. The process to improve ID card services. These are achieved through people advice, improvement of environment and registration offices as well as improvement of relationship between registration offices and their clients.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
DOPA has carried out the ID card reform process (electronic process) without and problems.

(d) Use of Resources

 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
DOPA carries out the process of reforming identification cards through electronic process by using the following resources:
1. Budget (support by DOPA and Thai Government).
2. Personnel (support by DOPA).
3. Techniques (support by the Control Data Company which is an advisor company responsible for the computerize system of identification card process. The company also takes care of online process with all registration offices throughout the country.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
DOPA has carried on the reform process of making new identification cards by electronic process and found that the process has achieved in several ways.
- Budget: The budget for the project has proved to be economical and valuable to the people of Thailand.
- Social and economic: Thai people with over 15 years of age own an identification card which can be used to prove their right and identity.
- Institution and law: The Identification Card Law B.E. 2526 and amendments defines that Thai people are obliged to have an identification card when they are 15 years old.
DOPA has publicized works of DOPA and ID card processes through the website at (WWW.dopa.go.th)

Lessons Learned

 What are the impact of your initiative and the lessons learned?
DOPA has achieved the reform of ID card and also achieve the government goals to provide better services to Thai people. However, the achievement of the ID card processes depends on the following issues.
1. Supports from the Government and concerning agencies.
2. High priority of providing services set by DOPA
3. Provision of training courses for DOPA personnel on public services, such as personality, service mind, manners and attitude on services.
4. Budget provided by the Government.
5. Publication through different media, such as newspaper, radio, television and website of DOPA (WWW.dopa.go.th).
6. People can suggest their idea and can require more information at DOPA hotline number 1548 and through DOPA’s website.

Contact Information

Institution Name:   Department of Provincial Administration, Ministry of Interior
Institution Type:   Government Agency  
Contact Person:   Mr. Vichai Srikwan
Title:   Department of Provincial Administration  
Telephone/ Fax:   0-2221-2188
Institution's / Project's Website:   0-2222-5854
E-mail:   m03000001@dopa.go.th  
Address:   Atsadang Road, Ratchaborpit Sub-District, Phar Nakorn District, Bangkok 10200
Postal Code:   10200
City:   Phra Nakorn
State/Province:   Bangkok
Country:   Thailand

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