Questions/Answers

Main mission of Damrongdhama Center of Khonkaen Province (DCKK) is to receive people's complaints and solve people's problems, provide information services and legal advice. DCKK received complaints since set up (30 July 2014) to 30 September 2019, amounting to 6,800 cases and 5,979 cases were solved (87.93%). With 13 officers compared to the population in KhonKaen Province of about 1.8 million people (1:138,461.5 people), or compared to the ratio of officers received complaints per month (1:8.44 complaints), which does not include legal advisory information services each day. Thereby enabling the complaint management system part of coordinating with relevant departments and reporting progress or results of action against people who complained are delayed. Responding to the needs of the people as they should be causes problems. When following up on complaints. From the satisfaction survey of the complainants found that the complainants did not know the progress or results of the action from the DCKK. According to the specified period causing the complainant to be worried and uncomfortable. Both in the complaint channel, the follow-up to solve the problem and notify the complaint. KhonKaen Province has the policy to develop a system to manage and track complaints. Complaint Organizing and Tracking System aims to (1) Create a system to manage and track complaints of DCKK from the Application, Website, Kiosk and have an overall complaint database. (2) Increase channels for complaints and follow up on the results of more actions that can facilitate people who have suffered in remote areas (3) Increase efficiency of management and follow-up of complaints at DCKK that can inform and coordinate with the responsible agencies rapidly, in addition to sending a letter informing by the usual.

Complaint Organizing and Tracking System promote the management of grievances with digital technology and increase access to regional services. Quality state where suffered people access to internet services or have smartphones can access the system for all genders, ages, and professional groups. They can use the service 24 hours a day. For people who do not have smartphones and wish to complaints or follow up complaints outside office hours. A Kiosk machine has been designed to provide services at the City Hall and every District Office (27 places) cover all user’s area in Province.

The System in line with SDGs number 16 (subgoal 16.6.). The task of the agencies involved in the integration is reduce the time taken for referrals from the DCKK to responsible agencies for solving the problem by an average of 5 days compared to sending a letter by mail. Normally, the responsible agency can solve the problem by searching for information in the online system at any time when looking for timely information that has a database to track complaints with accuracy and speed. For service users, there will be more channels for reporting and tracking problems from government agencies to access complaints services for all genders, ages, anywhere, anytime. Complainant follow-up methods reduce the time to follow up with complainants. Reduce the cost of traveling to follow up on complaints. The work process is transparent at every step. People can check the procedures quickly. and get the problem solved through an online system as well as channels for expressing opinions about government service and channels for assessing employee service satisfaction. Solving problems through the DCKK can be tracked through the online system to give suggestions to DCKK for further improvements a nd improvements in operations in the future.

1.Social dimension: reduces the face-to-face of complainants and officer (avoid controversy conflicts, cause of corruption problems, infected the coronavirus disease). Second, online system records evidence which can provide transparent work. Third, increase channels on public service and encourages society both complainant and officers to use more digital technology. 2.Economic dimension: reduce the cost of traveling and amount of time to contact to government offices which can do other economic activities. 3.Environmental dimension: reduce the amount of traveling by contacting government offices can greatly reduce the use of fuel for vehicles which make pollution.

In the past, the complaints management system has been delayed. The procedure before send to the relevant agencies to operate by a letter notifying about 5-7 days, operating about 15-30 days (case by case) and receives a report of the results by a letter notifying takes 5-7 days which the complainant does not know the process of work. This causing the complainant has to waste time and pay travel expenses to follow up at DCKK by themself often causing impacts to complainants about 7,000 users (2014-2019), 270 government officer were affected by complaint handling problems with inefficient database systems that resulted in problems in accelerating follow-up on the operation. When the system was created, enables to receive follow-up and notify the cases more convenient, faster, reduce the time of referring the case to the responsible agencies (usual mailings from 5-7 days to 1-2 days left through the online), enabling agencies can receive and resolve problems faster. Results after use Innovation reflected from the number of complaints that have resolved was found that the current results (30 Sept. 2021) resolved cases by 98.30% of the total number of 8,492 issues, an increase of 10.37% from last year. 2019 (87.93%)

The system help suffered people not to face officer directly which reduce the risk of unequal gender discrimination. System operate conveniently for all ages, anytime, anywhere and also plays a role in receiving complaints and proposals. For example, forwarding it to responsible agency for solving problem and using it as information to improve the service even further. The statistics of complaints of vulnerable groups during operate was found that the category of assistance in welfare for the sick, disabled, children and elderly received 83 complaints out of a total of 563 in the fiscal year 2020-2021 (14.74%).

Targets people of the Innovation is suffered people in KhonKaen province which are named in the civil registration in the area and other latent populations who come to work, study in and government officers in KhonKaen and officers of DCKK. The Innovation has positively impacted on such target groups are as follows: 1. People have more channels for complaints and follow-up actions, more convenient to follow up on complaints, especially those in remote areas such as suffered people in Phuphaman District where they live 126 kilometers far from KhonKaen, taking at least 2 hours to travel by private car and round-trip costs (Excluding food costs) in the amount of about 1,000 baht per time, adding an online service will reduce the burden of expenses for suffered people in this section. 2. Officers can manage complaints by being fill with a faster system, easier retrieval, and can shorten the time for referrals between government agencies and DCKK. 3. Officers have a system to track and manage complaints, enabling faster resolutions. There is a database where complaints can be handled. It is a system that can retrieve information more easily as well as to know the satisfaction of the service users.

June 2019: Set up an idea to develop a system to manage and track complaints to solve the problem of delays in the resolution of complaints according to the recommendations of the complainants. And made an Proposal. July 2019: After approve proposal for budget support. DCKK coordinated with specialist in many fields such as digital technology and security for accessing and disclosing personal information from Statistical Office, KhonKaen Provincial Office and KhonKaen administrative to integrating knowledge design system. The result is: 1. The system for the general public can access through the application "Damrongtham tracking" on Smartphone, website (www.damrongdhamakk.go.th) and Kiosk to file complaints, follow up and receive notifications 2. System for Executives can view an overview of complaints of provinces and districts. can follow up and expedite the resolution of complaints via the online (Super Admin). 3. System for Complaints Coordinator of relevant government departments (Sub Admin) can access complaints and report results via an online system. Reporting results of online fast-moving action sets. August 2019: Bidding and search for Contractors September-October 2019: System was available. October 2019: Training for user of government agencies. October 2019: Operate since October 2019 November 2019-Present: Collecting Statistics of results and reported to supervisors every month.

In expected problem to occur in the case of impersonating information for filing a false complaint or for harassment that resembles an information card, a system for filling out the complainant's identity number card has been designed to support in signing up for complaint system. In the case of the complainant who does not have a smartphone, DCKK always still has a notification letter to the complainant along with the online system or complainant want to report complaints and follow up on complaints outside office hours can use the Kiosk at the designated service point 24 hours/day.

The System is the first services that can inform and tracking complaints via an application on smartphones in Thailand, which is further development in addition to online channels that agencies with the same mission can provide (website). Complainant can complaints immediately anytime or anywhere. Statistics after operating as follows: 1) reduce the distance to follow up in a total of 147,291.34 kilometers 2) reduce the total traveling time to follow up by 3,233,54 hours 3) reduce the cost of traveling to follow up totaling 1,178,236.32 baht 4) reduce the hand out process 5 days faster.

The inspiration comes from the Track And Trace EMS: Thailand Post system of the Thai Post that can check the status of parcels. Therefore, the concept was developed to solve the problems of the DCKK to reduce the problem of wasting travel time and follow up the status of complaints at the city hall. At present, the results have not been transferred to knowledge transfer in other cities or other regions.

The System use modern technology to develop a complaint management by integrate navigation technology (Google Map) with Website and Application to define the point of displaying the scene of various complaints that will be able to guide operators to solve problems faster. The QR Code to be notified to the complainant in conjunction with the regular mailing of notices where the complainant with a smartphone can Scan to follow up their complaints that the officers notify in addition to accessing the website and application.

After The System was started in October 2019 There are some following to transfer knowledge: 1.Damrongdhama Center of Mukdahan Province, the same mission to DCKK, interested in creating a system of DCKK and travel to Khonkaen to study the management operation guidelines to apply them to their agency on 2019 2.Apply for the State Excellence Award 2020 and receive a good level award of public service branch from the office of the Civil Service Commission on September 16, 2020 3.Ministry of Interior has been selected as a guideline for knowledge management (KM) of Prince Damrongrajanubhab Institute in 2021 to be the guideline to other provincial Damrongdhama Centers in 76 provinces.4.Mr. Don PramudWinai, Deputy Prime Minister and Minister of Foreign Affairs came to inspect the governance in KhonKaen Province on December 24, 2020 including Complaint Organizing and Tracking System of DCKK. Mr.Don praised the operation of the System, which solved more than 95% of the cases, which was beneficial to the people and driving the government's policies as well and if there was an opportunity to invite the province to show up to System at the Ministry of Foreign Affairs to further expand the international project.

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(1) Budget from the provincial development budget in fiscal year 2019 amounting to 4,800,000 baht. (2) Specialist in many fields such as digital technology and security systems and disclosing personal information are supported by government agencies to brainstorming. (3) Management by applied the guidelines of Ministry of Interior and Office of the Permanent Secretary of the Prime Minister's Office to design a complaints form, categorizing complaints, tracking complaints, and integrating with digital technology to create innovation. (4) Equipment and tools that support operations, such as a database system. Website, application and a Kiosk to receive and track complaints.

1.Provincial development plan to drive and develop such a system and the provincial budget support for preparation of projects by provincial development guidelines. To improve service development to a smart city. 2.Cooperation of government offices in KhonKaen Province, amounting to 270 offices as a mechanism for solving people’s problems in the provincial area covers all dimensions, including social, security, economic and environmental aspects. 3.Knowledge management and data collection of DCKK to design a tool to solve problems which people complained their problems on the system of Ministry of Interior and Office of Permanent secretary of Prime Minister.

Yes

1. External: Prince Damrongrajanubhab Institute of Research and Development has assessed the service capability and founded that this Innovation can help people truly access to government service faster and easier, solved people’s problem effective and can be best practice to other provinces to comply. 2. internal: Khonkaen Province Self Asssessment states that System can facilitate all the people in KhonKaen area getting access to justice more easily with equality guarantee with Thai national Public Service Award in 2020 from The Office of the Public Sector Development Commission (OPDC)

1. External: Prince Damrongrajanubhab Institute of Research and Development has chosen this Innovation to be Knowledge Management of Ministry of Interior after receive Thai national Public Service Award in 2020 and publish this best practice to be a model of resolving people’s problem to other 76 provinces. 2. Internal: 1) Proportion of complaint volumes through the Innovation (Indication: increase = good) 2) Processing time reduction in resolving people complaints (Indication: decrease: good) 3) Distance reduction for people in following up case (Indication: decrease: good) 4) People expenditure reduction in following their complaint (Indication: decrease = good)

Positive impact: 1. Able to help complainants in adding a variety of service channels. 2. comfortable for Vulnerable groups in remote areas, difficult to travel, or physical limitations have convenient and modern service channels. Complain and follow up more efficiently and quickly. After using the system found that a total of 8,551 complaints were received, manipulated 8,406 cases (98.30%) 10.37% increase compare to before using Innovation (87.93%) and the satisfaction level of the complainants after using Innovation was found to be satisfied with service via the website at 93.40%, satisfied with service via Application at 89.20%, and satisfied with solving problems of officers of DCKK at 90.40%. Negative impact: 1. Lack of broad publicity. 2. Handicapped and aging people faced difficulties in using Innovation is inconvenient. DCKK has taken the shortcomings in public relations to improve by increasing public relations in province parallel with the complaint mobile unit in every district to show Innovation and let people know. Development issue, DCKK brainstorming with relevant government agency and civil society to improve Innovation for mobility disabilities which is more complex and high budget.

There are government offices in KhonKaen province participating in the development of the Innovation as follows: 1. The innovative design is supported by the KhonKaen Provincial Statistical Office, KhonKaen Provincial Office and KhonKaen Provincial office of Administrative, encouraging specialists to design the system of Innovation. To be suitable both in the form of innovation. Service efficiency, suitability, and stock price systems and technologies used 2. Problem solving and integration has responsible departments consisting of (1) All district offices in Khonkaen Province (26 districts) (2) Provincial government institution, 35 institution (3) State enterprises, central government agencies located in Khon Kaen Province, and 209 local administrative organizations. by cooperating in assigning responsible officials to take roles in the processing of receiving complaints and listening to public opinions to proceed. Solving problems as a destination agency and proceeding with speed through innovative mechanisms for the Innovation system is consistent with the idea that delayed justice is injustice. 3. Public relations have relevant departments such as Provincial Public Relations Office of Khonkaen, The National Broadcasting Services of Thailand, District and local administrative organizations help to publicize the official service of the Innovation for those who need help to know the channels of complaints.

1. Local community leaders, such as village headmen, play a role in helping to publicize channels for providing services of Innovation for those community areas where government agencies are not able to distribute public relations news thoroughly for complaint channels that can be known to cover all areas of KhonKaen Province. 2. People who have been affected have participated in expressing their opinions and propose policies to executives directly for the development of a sustainable province such as environment (pollution problems in various aspects), social aspects (noise, gambling, drug trafficking, helping people. sick, elderly, disabled and various vulnerable groups who have fallen from the survey of government officials), in the field of public health, notify the clues of actions that may cause the epidemic of coronavirus disease 2019 to control and stop the disease), utilities (proposing to improve roads, electricity, water supply to improve quality of life and strengthen factors to stimulate economic development), etc. In addition, people give feedback on the use of the Innovation via website and application as information to the DCKK to improve service efficiency as part of the integration of cooperation and driving further development

Lessons learned after the operation are as follows: 1.Efficiency, convenience, speed, and modernity, cooperation with other agencies as well. 2.There are more channels for complaints and follow-up. People in remote areas can use via online system from their area 3.Reduce the distance to complaint totaling 147,291,34 kilometers, reduce travel time to track complaints of all complaints 3,233.54 hours, reduce the cost of traveling to follow up totaling 1,178,236.32 baht, which reduces the burden of unnecessary economic losses for the people. Innovation can also be extended as follows: 1.Stakeholder Information and feedback help executives to formulate solutions to problems of the people in terms of policies in the developed provinces plan. 2.Expand complaint management network down to the district level and local administrative organizations as a unit for handling complaints and development of government services covers all areas to reduce the number of people travel to follow up on complaints at the DCKK. 3.In the fiscal year 2023. DCKK will bring shortcomings problem in providing services to the vulnerable groups as mentioned to propose a budget to develop this Innovation for mobility disabilities people to expand the results able truly cover all groups of people.