Language:
Search
 
Car Registration Service System For Excellency
Nakhonratchasima Provicial Land Transport Office
Thailand

The Problem

History:
Most Thai people think and feel that cars are important and necessary in daily life. They are assets that can be owned more easily compared to land and houses. Due to this, more than 25 million cars have been registered, a number almost half of the population. As a result, many people use registration-related services such as car registration, car taxation, car transfer and the like. In Nakhonratchasima Province, more than 1.3 million cars have been registered and more than 500 persons a day or almost half a million people a year use the services. There are problems that follow like delay in transactions, many procedures, complicated forms, government employees not interested in the consumer’s problems, and several trips to the office before transaction is finished. These problems create boredom and negative image to the unit.
The Nakhonratchasima Provincial Land Transport Office was founded on 26 September 1963 as a provincial office under the Land Transportation Office, Ministry of Transportation and Communication with the main duty concerning car registration services, awareness of related problems and implementing government policies to improve working methods for the upliftment of working abilities and standards of government units to the highest level basing on international standards. In order to implement these duties, there was a big reformation in the system of giving services regarding car registration which started in 2004 and continues till the present. The goal set is to give quality service to the people by following the idea of better, more convenient and quicker services. The most important strategy is improving and developing working systems to have participation, decentralization of power and using information technology systems. These includes integrating with the private sector regarding management and information and also creating an organizational culture having a heart in public service in order to give better amenities, lessen complications and respond efficiently to the needs of the public including development of working units to be learning organizations capable of responding to the changes that come for a stable development.
A concrete accomplishment is having a car registration service system which can cater to the needs of the public, can make them feel more convenient, is transparent and can be examined any time, has lesser procedures and with transaction time lessened by 50-95 % in all the 107 sections. This also includes providing amenities like drinking water, coffee, clean toilets, facilities for the handicapped and the like. These accomplishments lead to wide public acceptance, reform in car registration services and acceptance of the Nakhonratchasima Provincial Land Transport Office as a model for the development car registration services system in the country.

Solution and Key Benefits

 What is the initiative about? (the solution)
The measure of success in giving service
The Nakhonratchasima Province Transportation Office’s main philosophy in serving is the awareness of the customers’s needs, finding ways on how to improve in order to have better, more convenient and quicker services compared to other units and being able to develop and maintain public service systems to the highest level. The measure of success in the OUTPUT level is a convenient and fast service and public satisfaction in the OUTCOME level.
Level of success in giving a convenient and fast service
The Nakhonratchasima Provincial Land Transport Office which consists of 107 sections and normally serves 600-700 persons per day, was able to reform its service system, using information technology and decentralization of power mechanism, lessened the procedures and transaction time by 50-95% and in important sections where there are many customers, implemented the ONE STOP SERVICE system. Car taxation, for example, which normally takes one hour can be finished in 3 minutes and car transfer transaction, which normally takes two hours, in 3-5 minutes.
As a result of the reformation in the car registration service system, the Nakhonratchasima Provincial Land Transport Office garnered 6 awards for excellent quality service four years in a row from 2005-2008 awarded by the Office of the Public Sector Development Commission.

Level of Public Satisfaction
The Nakhonratchasima Provincial Land Transport Office provided various amenities for its customers such as signboards and information counters where staff can check documents beforehand, give queue cards and assist the customers accordingly. In every section, the handicapped, pregnant women and elderly are given special consideration. In addition to these, there are designated areas for coffee/ drinking water, telephones/ newspapers, WIFI high speed internet, clean toilets as per international standard and toilets for the handicapped which are open from 8:30 a.m.-4:30 p.m. (no lunch break).
The best of impression is service mind from officer, specially put on the hands (Thai “Wai” ) and say ” sa-was-dee” with plople. It is a good cultural of Thailand, make relationship and created good image of organize
In 2006, ABAC Poll (Assumption University) made a survey regarding the quality of car registration service in the Nakhonratchasima Provincial Land Transport Office and found out that the average value of public satisfaction is 4.45 or 89% and in the succeeding year 2007, Thammasat University Research and Consultant Center also made the same survey and found out that the average value increased to 4.7245 or 94. 49%.
Besides these surveys, the office assessed and evaluated itself regarding public satisfaction towards its service using the Touch Screen Survey and came out with these levels of satisfaction: in 2006-94.67%, in 2007-96.57% and in 2008-97.79%.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
Development of the Thai- government service system
The government has policies to develop the country into a democratically-governed one where there is public participation including reformation of government service system to be efficient, transparent and corruption-free in order to uplift the capability and working standards of the unit. Government service has to be in the high level basing on international standards where the people feel convenient and their needs are responded to.
The Nakhonratchasima Provincial Land Transport Office being aware of these government policies, started the reformation of public service system in 2004, using the policies of the Office of the Public Sector Development Commission as a guide and focusing on the participation of all those concerned in the development and improvement of service processes. The office formed a working committee to improve the quality of service comprised of the Nakhonratchasima Provincial Land Transport Office, transportation experts, heads of the different sections and representatives from the people. The committee collected and analyzed data regarding working performance, set up reformation regulations for the different working units to work with more efficiency, presented the findings to the manager and instructed, informed and assigned duties to the staff using the strategy “from the organization to the individual”. The committee also evaluated and followed-up the improvement of working performance making the service system on car registration a concrete success under these dimensions: lessened procedures and transaction time, importance given to the people, convenience provided, and stable organizational development for the upliftment of quality service that can provide amenities and convenience to the people and create high public satisfaction.

(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.
Plan strategies in giving service : Execution
Following the motto in serving: better, more convenient and quicker
service, the Nakhonratchasima Provincial Land Transport Office set and implemented these strategies:
ONE STOP SERVICE System in important sections with many customers: Car taxation which normally takes one hour can be finished in 1-3 minutes and car transfer which normally takes 2 hours can be finished in 3-5 minutes by using information technology and decentralization of power as mechanisms. About 500 customers use the service per day.
DRIVE THRU FOR TAX Service: Customers can just drive through the designated areas and pay the car taxes without getting down their cars. This service taking only 1-3 minutes for transaction is time- saving, convenient and it lessens the problem of lack of parking spaces. The service became popular, having 100-150 persons using the service per day.
SHOP THRU FOR TAX Service: Customers can pay their car taxes in designated areas in shopping malls. This service takes only 1-3 minutes so it’s convenient and time-saving for the customers. There is a project to permanently open small units in department stores to serve the people. At present, 80-100 persons use the service.
DELIVERY Service: The Nakhonratchasima Provincial Land Transport Office organized small units in-charge of going out to cater to the customers in their offices or appointed places so they don’t have to go to the transport office themselves. This service is time-saving and convenient to the customers.
E-FORM Car Registration Service: There have been many problems met regarding the different registration forms - many kinds of forms, complicated forms, customer’s handwriting difficult to read, wrong or missing information, some customers not able to read or write such as the physically-handicapped (blind) or foreigners who are Thai illiterate and a lot of customers (about 400-600 persons) filling-out the forms per day. In order to lessen all these problems, the Nakhonratchasima Provincial Land Transport Office used information technology to make electronic registration forms. This way, the customers need not write the information themselves and they can also use this service in the information counters or designated areas or justlog-in to their website at www.dltkorat.go.th.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
Important factor in the development of quality in Car Registration System
The most important factor in the development of car registration service system is creating participation among all the employees according to the principles of the “ 5 co’s”- co-thinker, co-doer, co- accountable, co-solver and co-assessor and the “ 3 links”- link the work, link the heart and link the performance.
In addition to this, having the working committee comprising of Nakhonratchasima Provincial Transportation Office, transportation experts, heads of all sections, and representatives from the people to examine, follow-up and assess the development of the service according to the standards set, made the customers enjoy convenient, fast, correct and fair service and express their opinions and comments through the opinion boxes or through their website, www.dltkorat.go.th.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
Problems/ Obstacles
The problems or obstacles met based on external factors are the continuously increasing workload and the high expectation from the customers to have convenient and quick service when in fact the number of employees remain the same or even lesser. These obstacles were overcome by working in advance through strategic planning, classifying the customers, for example shop keepers owning many vehicles, car owners working on government units, customers in the city and the like and working according to the needs of these customers including more delivery services and special appointment services. New inventions were also used to lessen complications and provide amenities to customers such as communication and information technology and internet services. The by-product of all these is the motivation and stimulation of all working units to be alert in maintaining high standard of quality service at all times.
Regarding internal factors, there should be a continuous training and development of human resources and creation of knowledge-based organization to inspire them to work more efficiently.

(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
The biggest part of the expenses was used in the improvement of the physical structures and buildings which is a good investment. The expenses are segregated as follows: At the beginning stage, 400,000 baht welfare fund was used to build special rooms for the ONE-STOP SERVICE System. 1,400,000 baht support from the private sector was used to buy computers and other materials. When the system concretized, a budget of 1 million per year from the local government and the central unit was used to build toilets of international standards and toilets for the handicapped and to buy computer devices to check car condition, to renovate roads and areas within the office and for maintenance services.
In addition, a part of the budget was used in human resource development of the 164 employees of Nakhonratchasima Province Transportation Office. In 2006, 30,000 baht was spent when they had a seminar-training on “Techniques on how to impress people, in 2007 45,000 baht for the seminar on “Team-building for the success of the organization” and in 2008, a budget of 200,000 baht for the seminar- training on “Developing Personnel Capability”.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
As a result of the development on car registration service system, Nakhonratchasima Provincial Land Transport Office was accepted as a model of the country for the development of service system on car registration. This motivated the other provincial transportation offices with the same background and duties to visit and observe the office then apply in their own offices such as the Transportation Offices of Chiangmai, Loei, Nan, Nakhonpathom, Nontaburi and also the Land Transportation Central Unit. In addition, other units with the same service domain including international units such as the Local Personnel Development Institute, Ministry of Interior and Local Government Nakhonratchasima Province, Mekong Institute Development and Cooperation and the Land Transportation Office of the Philippines.
With regards to information dissemination, the Nakhonratchasima Provincial Land Transport Office made working manuals and E-forms on car registration and distributed to the other provincial transportation offices. All the information can also be downloaded from their website, www.dltkorat.go.th.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
In working for the development of car registration service system, there should be participation from all sides. Leaders should have strong leadership and distinct goals in accordance to the vision and mission of the unit. At work, there should be service quality control with 360º evaluation assessment in order to find out the strengths and weaknesses of the service and the needs of the customers. There should also be a creation of a knowledge-based unit, exchange of knowledge and experience program with other units to compare and adapt advanced methods for a continuous development in order to respond to the continuing needs of the customers depending on economic, social, political and global conditions.

Contact Information

Institution Name:   Nakhonratchasima Provicial Land Transport Office
Institution Type:   Government Agency  
Contact Person:   Mr.Wattana Pattharachon
Title:   Head Office  
Telephone/ Fax:   +(66)4437 1663
Institution's / Project's Website:   +(66)4437 1663
E-mail:   xchat@chaiyo.com  
Address:   715 Suranarai Rd. Cho-ho
Postal Code:   30310
City:   Muang
State/Province:   Nakhonratchasima
Country:   Thailand

          Go Back
Print friendly Page