United Nations Public Service Awards Case Studies

Pattaya is one of the world famous tourist attraction with almost six million foreigners in 2006. A huge number of industrial promotion areas are also located in the provinces close by. It is therefore , PIMMO clients are a number of people particularly. the tourists and foreigners from different countries all the world. Consequently, a the big problems and international criminals , drugs, women and children trafficking cannot be denied. Several types of service has been provided such as extension of temporary stay, re-entry permit and extension of retirement stay etc. but with limited staff, and low technology of services . This is due to the fact that there was no official office of PIMMO since 1985 while number of tourists and foreigners working in the industrial promotion areas are rapidly increased . To overcome with limited resource, the fist floor of the staff dormitory was applied for temporary office. It was located in a small narrow lane with few parking lots, no sitting place for about 400 people each day. A number of tourists and foreigners are increased while services has been limited until 2005. In conclusion, the problems facing by PIMMO were red tape, delays and last but not least the quality of services. Social groups affected were tourists, Thai family relatives, hotel/apartment owners, foreigners working in industrial promotion areas and foreigner retirement.

What is the initiative about? (the solution)
Renovation of the temporary office had been immediately undertaken since 2004 after the present superintendent has been assigned. Fixing of the office, providing drinking water and sitting place for contact people, introducing the first Q-Matic System were immediately provided The initiative is to find a new and permanent office, reduce complicate procedures (minus) and increase the quality of service (plus) . Due to the limitation of budget on the part of national government, the superintendent and his colleagues tried very hard to find land, new building and facilities form individuals, private sectors, local people and organizations, and finally succeed. PIMMO immediately introduced the less procedure and the better quality of services namely “Pattaya Immigration Office Minus and Plus - PIMMO Minus & Plus”. Data in 2006 indicated that 10,042 of visas were provided for short term extension of the tourists and a number of visas for retirement stay, business/investment, Thai family relatives, government certified people, people working with the Board of investment/International NGOs etc. A research evaluation on quality of services” undertaken by Burupha University confirmed that PIMMO quality of services were found mainly at high and very high levels. The average of services at the present time is 7.51 min. per case at the new office while 49.48 min. at the old office and only 4 steps instead of 8 steps for short term visa. Apart from that, mobile unit have been organized to provide VISA as hospital, factory and private company in the industrial promotion areas.

Who proposed the solution, who implemented it and who were the stakeholders?
The present superintendent and his colleagues proposed the solutions of finding a new and permanent office including land, building and facilities from the individuals, local government organizations and private sectors. PIMMO is an innovative government organization introducing proactive, reducing complicate procedures and increasing the quality of services for different respective people and organizations such as tourist, hospital, factory, company, hotel and local administration. The solutions proposed are welcomed by respective stakeholders previously mentioned. This can be seen from some the letters of appreciation and “Certified Excellent Award 2006” as one of the “Best Agency” providing a high quality public services by Public Sector Development Commission.

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.
Objective of the initiative: PIMMO aims at reducing complicate procedures and upgrading the better quality of services for the benefits of the people, public and private sectors in the Eastern Region of Thailand. Strategies of the initiative are the innovation of proactive, mobilization of outside financial, material, technical and human resources, and also networking with other governmental organizations. Proactive strategy are such us (1) mobile unit for extension of VISA, mobilization of outside financial, material and technical supports are such as land, building, computer, patrol car, solar system component, Q-matic system. Human resources are such as instructors from AUA. and advisors from Burapha University. Networking is such as setting up a ‘One Stop services’ at Regional Center with Board of Investments (BOI), Provincial Labor Office, and PIMMO. This ‘One Stop Services’ can reduce a lot of time and expenditures. The traveling from Chon-Buri to Bangkok round trip is about 180 kilometers. and it take only 3 hours instead of one week for foreigners working with BOI.

b. What were the key development and implementation steps and the chronology? No more than 500 words
Key development Mobilization of local resources for better quality of services both proactive and reactive strategies As soon as the PIMMO established the new and permanent office in December 2006, LAN System has been set-up while the procedures of betted quality of services are systematically and gradually improved. Proactive and reactive strategies are simultaneously implemented. The implementation step reduced from 8 steps to only 4 steps. They are chronologically presented hereunder PATTAYA IMMGRATION PROCEDRES FOR REQUESTING TO REMAIN IN THE KINGDOM (present system/new office) 1.Preparing documents and taking a queue 2.(1) Receiving a request – Checking documents (2) Audit the account and pay fee (3) Checking black list (4) Stamping VISA 3.Proving receipt 4.Final approval and return to the applicant REMARK: 1. Old system was 8 steps and 49.84 min. per one case 2. New system is only 4 steps and 7.51 min. per one case

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
The main obstacles of PIMMO are under staffs and turn over rate is rather high. Moreover lacks of people who keen in English. This means that training of English language course has to be organized from time to time upgrading English proficiency. Fortunately, AUA institute provides technical and training support for the PIMMO staffs with free of charge.

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
Due to the limitation of resources on the part of national government, outsourcing or mobilizations of individuals, local organizations both private and public sectors have been mobilized for the benefits of people and organizations at local, national and international levels. Financial : mainly from individuals, local organizations, foreign companies etc. such as patrol car, computer , Q-matic system, Solar system, land and new office building (28 millions baht). Technical and human resources : mainly the local organizations such as instructors from AUA. Advisors on upgrading quality of services from Burapha University. It should be noted that among the immigration offices, Solar system for energy preservation is firstly introduced at PIMMO.

Is the initiative sustainable and transferable?
For the sustainability of this initiative in terms financial, social aspects, PIMMO trusts that with good public relation, the commitment, devotedness, trust worthy and better quality services of PIMMO, people and organization involved and national government will surely continue their supports for long term improvement. The initiative is now on the process of disseminating throughout 56 immigration offices all over Thailand but only at the beginning stage. Apart from that the initiative has been set up for the reduction of VISA procedures for PIMMO, Board of Investment (BOI) and International Labor Office in industrial promotion areas close to Pattaya in February 2007. The initiative helps reducing cost for traveling of foreigners working in these areas for 180 kilometers. to Bangkok and Chon-Buri and it takes only 3 hours of service instead of 7 days. Networking with hotel also helps a lot in notifying where alien stayed. For example , one international criminal was arrested with in three hours of notification from national office.

What are the impact of your initiative and the lessons learned?
Lesson learned on the part of PIMMO are lot such as (1) Team working, courtesy service with client oriented, speedy and convenient processing of VISA. (2) Reduction in amount of paperwork and provision of timeliness by online registration such as notification from the house master, owner, hotel manager or the process of the residence where alien has stayed. (3) Proactive mobilization of local financial, human and technical supports for long term development and sustainability. Some keys elements that made this initiative a success are (1) Situational and organization challenges, strong initiative, proactive leadership of the present superintendent including cooperation of his colleagues and also participation of local people and organizations. (2) Strategic planning, proactive process management and systematically improvement of the service system particularly the team members. (3) Convenient access and client – orientation or customer and market focus increase reliability and creditability of the PIMMO as well as satisfactions of the publics (4) Policy supported by Royal Thai Police (National Office) and the Public Sector Development Commission.


Institution Name:		IMMIGRATION BUREAU, PATTAYA,CHON-BURI
Institution Type:		Government Agency
Contact Person:		Pol.Col.Ittipol Ittisarnronnachai
Title:		Superintendent
Telephone/ Fax:		+(66)03825 2750-4
Institution's / Project's Website:		+(66)03825 2751
E-mail:		pattaya_imm@hotmail.com
Address:		75/265 Moo12 Chaihad Jomtien Rd. Soi 5 Tombon Nongprue
Postal Code:		20260
City:		Banglamung Distrisct
State/Province:		Chon-Buri
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