Questions/Answers

Nonthaburi Provincial Social Security Office (SSO) has developed social security service unit at the Government Service Center in accordance with the “Civil State” or “Pracharath” concept under the government integrated work policy to increase service channel for people in Nonthaburi and throughout the country with quality, convenient, fast and comprehensive service. This also saves time and cost in travelling to the Office. More importantly, it also supports government policy on integrated work and build organisational culture to achieve mutual goal in providing social security services e.g., registration service and benefits payment for sickness, invalidity, death, maternity, child allowance, old-age pension and unemployment.

Nonthaburi Provincial SSO’s service and Pracharath concept at Government Service Center are the operation that is linked to the second category and criteria on “Ensuring integrated approaches in the public-sector institutions” , the reliance of the integration of the government units. Since it is the cooperation between the public and private sectors, operating over office-hour time can help people to get access to more services. Importantly, working together on public services minimizes the duplication of service procedures. Also this helps supporting the campaign “Responsible city for people” under the thought of Pracharath to create unity among people and the government

Social Security Service in Nonthaburi Province and Pracharath Project at the Government Service Center is the innovation that is accordance with the Goal 3.4, to minimize the pregnancy, pre and post confinement. Child Allowance benefit to help support from birth until the age of 6 and Goal 3.8 Health Care Service such as yearly medical checkup, dental care. It also align with Goal 8.8, to support the decent work for workers which also helps to increase the economic growth, which in turn, reduce social burden from dependency.

Social Security Service in Nonthaburi Province and Pracharath concept at the Government Center create convenience for people, especially those with low income. Every day service helps all group of people to easily access to the service. Employees do not need to be absent from work. This also helps minimizing the process and time consuming as the one-stop service is provided for them. Besides, there are other related public service units to help better access. More importantly, it creates awareness between the public and private sectors to reach the same goal in solving problem, procedure duplication and results arising from conflicts.

a. In the context and condition of the employment in Nonthaburi Province and all over the country, the insured persons, especially those who receive the daily wage, will lose their income if they are absent from work to come to the government office during the operating time. Also ones who have shift work need to come for service out of official hours. Apart from these mentioned context, this project can solve limitation in accessing to services such as increasing number of customers, traffic congestion, crowded service area and parking lots

b. From above context, Nonthaburi Provincial Social Security Office has developed the model for Social Security Service to help promoting all groups of workers to access to government services in social welfare service integration for the vulnerable groups especially the insured persons who are disable, or unemployed, or migrant workers to receive comprehensive service provided by Nonthaburi Provincial Social Security Office and other concerned government sectors i.e. Office of Employment in the job seeking and Office of Social Development and Human Security in assisting persons with disability.

In 2017, Nonthaburi Provincial Social Security Office received the award for the government service standard recognition called “Government Easy Contact Center : GECC” from the Office of Prime Minister. This award is for government units providing the easy-to-access, convenient and fast service for people resulting in the increase in confidence on government services. Positive consequence can be seen from the request from people to establish more Governmental Center in Nonthaburi Province. The Nonthaburi Social Security Service model is used as a role model for Patumthani Province and Nakorn Ratchasrima Province.

The important issue that makes the service unit sustainable is the financial, personnel and equipment support from related organisations - Nonthaburi Provincial Office for financial support, Social Security Office for personnel support and private sectors for other necessary equipments and material support.

The development of Social Security service unit of Nonthaburi provincial social security office at the government center has been implemented to cover all dimensions such as Social dimension; the project has created social coordination between government agency and private sector to provide facilities for people, making service providing form that is response to nowadays social life behavior together with data connection, receiving-sending mission, problem-solving cooperation that create transparency and make people convinced on the integration guideline of the government agency. Economic dimension; promote quality of workers’ life in response to fundamental needs of people and alleviate poverty that result in the rising of country’s labour productivity. Environmental dimension; promoting energy saving, reduction of living cost such as transportation time, transportation route choices including with measurement on reducing document used for submitting government service application form resulting from the verifiable data connecting system.

Yes

Nonthaburi provincial social security office collects operational result data of the social security service unit at the government center at the end of every workday and report the result to Nonthaburi government center every day. In addition, Nonthaburi province also makes a satisfaction evaluation form of overall service provided by the government center by quarterly and annually. The responsible agencies are Nonthaburi statistic office and Nonthaburi government center.

There are social security service data collected at the government center comprised of data on registration, resignation, fact change of insured persons under article 33, 39 and 40, request for medical treatment claim form, benefits claim consideration, overpayment refund form, check the insured person status and give advice on social security issues. Satisfaction evaluation on service provided by the government center in aspect of personnel, timing and facilities is conducted monthly.

From the data collection and the satisfaction evaluation conduct, it is found that the number of people coming to receive social security services in the province is increasing and they were satisfied with the service provided in overall rating at 95.8%. This is because social security service provided at the government center help people better understand, create transparency and clearly information. Officer being ready for providing services, having knowledge and understanding, willing to give speedy service together with convenient location are also another key factors supporting the rating.

Nonthaburi Provincial Social Security Office signed the MoU with Nonthaburi Province on the cooperation of establishing the Government Service Center in April 2016. There are 13 public agencies having integrated work in the center through data connection network supported by the Electronics Government Agency while private sector supports and provides space area and office supplies. Feedback boxes and satisfactory assessment from clients are also provided. Nonthaburi Provincial Social Security Office assigns officers who have capacity in cross-functional work to regularly perform duty at the Center. They work integrally and reduce working in silo. For social security services, it includes data verification of insured persons, registration for social security system and contributions collection from insured person of voluntary social security program under Article 40, resignation and changing personal data, claim for benefits and counseling service.

Providing social security services at the Center make people access more services and generates transparency with integrated work e.g., the collaboration of the SSO and other public agencies to help the unemployed. Our experiences can be applied for better work integration and reducing duplication of tasks which can extend to other work areas i.e., the work of Social Development and Human Security Office to help disabled and vulnerable persons, the collaboration between Immigration Bureau, Department of Provincial Administration and Department of Employment on migrant workers. The flexible working hour may be moreover considered in response to people’s need.