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Government Counter Service
Ubon Ratchathani
Thailand

The Problem

The Royal Decree on good governance year 2003, chapter 5 states that “Reducing the procedure in bureaucracy”. In section 30 and section 32 states to the ministry, province and district have to provide a counter service for people in order to asking information, permission, or authorization in any issues with the office likely one stop service. In addition, in chapter 7 states that “The favor of convenience and requirement responding”. In section 39 and section 40 identify that the government has to provide the information network to support people who came to contact or ask for any information or give any feedback of service and it will be convenient and rapid implementation for people in contacting all government office.
In Ubon Ratchathani Province, the Provincial Administration Office started the government counter service in 2006 at Muang District Registration Office, Ubon Ratchathani District Office, Ubon Ratchathani province by leading of bureaucracy and government corporation to give service and provide any comfort for people. For instance, there are giving the data, information, receive all issue and pass to whom may be concerned and providing all as one-stop service. From the evaluation in 2006, the service of government counter service are registration work, identification card work and giving information. However, the location of government counter service is not comfortable and there is no any officers in responding directly at the counter; but it worked by the officer in the Muang District Registration Office who have responded in registration and citizen identification card work.
From past 12 months, the Office of the Public Sector Development Commission (OPDC) has provided the government counter service in department store and in any community for people reaching effective service. As a result, in 2007, Ubon Ratchathani Province has corporated with Big C Supercenter to locate the government counter service by responding to the advice of the Office of the Public Sector Development Commission Thailand and the evaluation frame work of government operation. The indicator of “The successful level of implementation of government counter service” identified that it should be improved and developed in service work of this counter service. The Governor of Ubon Ratchathani provided the meeting of leader in any government office and corporate government for setting the counter service and presented the job for giving service for people at the counter and did the budgeting for operation and locating counter service, hardware and software system, office automation and facility expenditure etc. and provided officers working at counter service.
Ubon Ratchathani Government Counter Service begins on 10 September 2007, the 2nd floor of Big C Supercenter which located in the community and the people can reach the service easily. There are 14 divisions of government and corporate government service at the counter. The works are one-stop-service job for 13 lists, receiving and passing work for 13 lists, information service for 9 lists. The dominated jobs of Ubon Ratchathani Government Counter Service are registration and identification card work, taxes payment of automobile, social security fund and Laos’s boards passing.

Solution and Key Benefits

 What is the initiative about? (the solution)
1. The satisfaction of people who get the service at the Government Counter Service which provide every day either weekend or holiday is the key. The counter is available on 10.30 am – 7.00 pm and no break for lunch because during lunch time and after 5.00 pm is the period that people mostly come. The evaluation of satisfaction used questionnaire, structural interview and in-depth interview.
2. The administration provides service from several sections of government and corporate
government. There are 35 service jobs available on day and time operation and all officers can work instead together. It is also promoted the manager and officer who are intended to work and able to corporate with other section smoothly and same dimension.
The Governor of Ubon Ratchathani Province saw that the full attention in working following the standardization of the Office of the Public Sector Development Commission (OPDC) and launched for the contest of “The Standard or Counter Service” in year 2008 with holding the first prize on administration work by 165.5 points on 210 points in total or 78.8 percent. It is higher than other organization in the same level. It is very proud for Ubon Ratchathani Province and receives fully in budgeting support from the Governor in doing sustainable development.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
In public sector reform, in October 2002, it identified the frame of The Administrative Court of Thailand especially in section 3/1 of an act of legislation in The Administrative Court of Thailand (Book 5) 2002 which stated that the government sector has to operate by good governance; especially, be concerned with responsibility, people participation, information publication, monitoring, checking and working evaluation. Moreover, in the Royal Decree on Good Governance year 2003, it orders the procedure in working by focusing on citizen-centered for responding the requirement of people and make good effect to life development of people. The government launched the policy in development in bureaucracy in year 2003 in order to supporting to located the government counter service which became the core indicator that the ministry and provincial has to implement following the indicator of “The level of success in counter service” by public procedure in year 2006 and 2007 and continue in year 2009.
Therefore, the Governor of Ubon Ratchathani Province ordered the Provincial Administration Office to take responsibility in success indicator of “The level of success in implementing counter service”. There was a meeting of public and state enterprise sectors in identification the integral service job for people at counter service. There is also the seminar in training for staffs in any skills for providing service to people effectively. It supported in location by Big C Supercenter

(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.
Operation Strategy
1. Non-stop Service Strategy provides service for people every day either
weekend or holiday and lunch time and adjust the working time at 10.00 am – 7.00 pm to
be 9.00 am to 6.00 pm because there are many people come on that time. There is a
system on shift working of staffs and prepared an effective working system to provide
service as exchanging data, information and receive or pass to any cases.
2. Moving Forward Strategy
2.1 Take all mostly services in counter service by public and state enterprise
sector in 1) Provincial Administration Office 2) Muang District Registration Office 3)
Provincial Terminal Office 4) Social Security Office 5) Provincial Employment Office 6) Office
of the Attorney General 7) The Institute for Skill Development Area 7 Ubon Ratchathani
8) The Provincial Labor Protection and Welfare Office 9) The Health Organization
Office 10) The Provincial Employment Office 11) The Provincial Waterworks Authority
12) Ubonratchathani Area Revenue Office 13) Muang District Registrationncial Office
14) The Tourism Authority of Thailand, Ubon Ratchathani Area

2.2 To announce the service with several channels as radio broadcasting or
television broadcasting within province, distribute brochure or place it at the public office or
community included village, sub-district and district office and post on website www.guideubon.com, local cable TV and any educational institutes.
3. Personal Development through Effective Service focused on behavior in giving
service especially making service mind.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
1. The working committee have been appointed to oversee the development and performance of the Government Counter Service to make sure that it renders the highest degree of service to the best interest of the public, with emphasis given on the participatory role of representing personnel from the state-run and governmental units and agencies at the center.
2. Evaluation and data analysis have been made every day to find out solution and development on a monthly basis for presentation at the meeting of provincial administration committee.
3.The Local Administration Organization provides financial support to the Government Counter Service for the provincial development.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
Since the government counter service provides household registration and citizen identification card issuance service only to the locals who live outside the municipality, not to those who live in the provincial district . This cause resentment and dissatisfaction among the city people whose service requests have been rejected.
During long holidays such as on Songkran Day, New Year, Religious Says, etc. a number of local people return to visit their birthplace in Ubon Ratchathani Province. On these occasions, they would come to use the service of the government counter service center, but some of them have been met with disappointment for inconveniencies which keep them waiting in line too long for the service. Apart from that, the demands of the recipients of the service are indefinite and unlimited, and often escalated into subsequent problems unless their expectation of the result has been fulfilled by the service.
The implementation steps to address these problems are as follows:
1.Provide training to the government counter service personnel to become oriented with their duty to serve all recipients with service-mindedness.
2. Welcome any opinion and comment from the service recipients for assessment and evaluation of the GCS’s working performances.
3. Improve the operation of the government counter service on a continual basis to render the highest degree of service to the public.
4. Determine the requirements of the people using the service of the government counter service

(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 resource largely depends on budget which is used in the improvement of the government counter service performances in matters relating to the development of communication system and equipment to support household registration, citizen identification card issuances, social security system which includes other expenditures on repair and maintenance, procurement of hardware and software system, office automation, facilities and workshops. The Sub district Administration Organization has allocated a budget of 2 million Bath to the government counter service for the development of such performances, apart from the budget supported by the Ubon Ratchathani' s Provincial Administration.
Representing personnel from their unit and agency have been assigned to the government counter service on a rotation basis. The government counter service manager and members of the working group are to be appointed to direct, supervise and integrate the public service of all units and agencies available. There are 25 personnel working at the center; At least five to seven of them are available at the center to account for 35 working processes each day, or one personnel to hold responsible for five working processes.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
The results of the working performance have been evaluated. A survey of the public satisfaction has been daily conducted, and any comment and opinion from the public are also welcome to make further improvement of the government counter service. The instruments used in the survey include questionnaires, interviewing, point score given by the recipients after using the service. The operation of the center has gained the attention of the nearby provinces such as Yasothon's Provincial Administration, Srisakate’s Provincial Administration which expressed its interest to establish such a center for the public service.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
The promotion and participation of personnel at all levels from the top to the bottom from government and private sectors, the Subdistrict Administration Organization and the dedication of their valuable time and support to the public service are the key to the success of their operation to fully satisfy the demands of the public at the highest degree level in order to create a positive attitude toward the bureaucratic system.

Contact Information

Institution Name:   Ubon Ratchathani
Institution Type:   Government Agency  
Contact Person:   Mr.Chuan Sirinunporn
Title:   Governor  
Telephone/ Fax:   +(66) 0-4525-5552
Institution's / Project's Website:   +(66) 0-4525-4827
E-mail:   ubondopa@gmail.com  
Address:  
Postal Code:   34000
City:  
State/Province:   Ubon Ratchathani
Country:   Thailand

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