Questions/Answers

The objective of this project is to increase the capability of the municipality personnel’s to be able to provide and offer an excellent and efficient service to the general public. The aims of the project is to achieve the objective is to set up an appropriate channels to help in dealing with public problems. 1 Building networking group with local volunteers as a part of municipality team to help each other develop forms and functions which are most appropriate and sustainable for the community. 2 Creating a local centralized center to collect data in regard to GIS (Geographical Information System) which will be used in administration , risk assessment and development. 3 Establishing an excellent center, it is being set up as a center unit. The main task is to develop channel and ways to provide an excellent public service by following features; 3.1 online platform (OSS) One Stop Service online system 3.2 E-permits for contractors - Request online building permit and documents 3.3 E-permits for healthcare practitioners for online permission and licensing.

In 2020 Maehia municipality was awarded the best management organization by Office of the Permanent Secretary.This office gives the award to local government which emphasize innovative approach that lead to providing an excellent and efficient public service to local people. The Maehia Municipality is able to answer and fulfill the basic needs of the people instantly and continuously, Because of this particular innovative approach. The Municipality has been working with it for 6 years and it is clearly visible that there is a great change in the outcome of the service that is indicated by public assessment, so the municipality perceive that this project would be appropriate to compete under the category of “Fostering innovation to deliver inclusive and equitable services for all including through digital transformation”

. In accordance to key indicator number 10.3 the move to utilize the new innovative approach , The municipality had designed ways and means to manage with a clean conception of having people involvement 100%. People participation is a key indicate from every step of the way. In dealing with local matters. People-centered is the base of development ,coordination with every concerned sectors under the good governance policy. The result from this is that local people receive service equally without discrimination against anyone. The quality of service is excellent with good outcomes. In the past collecting general information is done by volunteers but in the near future every household would become a network partner, collecting and sending data to the center by using an online platform. The municipality would be the center of data that manage and update them continuously. In accordance to the key indicate number 16.6.2 local people would get 100% benefit. The municipality could be very responsive to any matters which are received through the online platform, not only people would receive an excellent service and are satisfied but also the quality of life would improve, the living condition is better, the growth of economic is predictable and of course the sustainable development would become reality.

In order to sustain and continue the good and excellent public service, meaning that good public awareness must be maintained and kept active. People would somehow feel the sense of ownership because they have actively been involved from the beginning. In addition, a center for innovative learning dealing with local public service is set up. People can have access to website or other online platforms that are used as tools to communicate between one another, the center can transfer the prototype knowledge to any local government or even aboard its necessary.

Thailand, as a developing country, has been having problems practically even though central government has been trying to develop Thai bureaucracy in all levels: central, provincial and local. Maehia municipality is a government agency at local level and the closest Thai bureaucracy to the people. Its mission is to mandatorily practice legal actions authorized by central government as well as under restrictions of various underdeveloped and out-of-date laws and regulations. As a result, services for people are slow due to the unnecessarily complicated process. Therefore, Maehia municipality with a management of administration resources such as personnel and budget, use technology to improve limited limitations for the highest level of efficiency and increase more ability of public services. For vulnerable groups such as elderly and disability, who need more special public services than regular people, Maehia municipality has therefore provided public services suitable for those in need which leads to all people in Maehia subdistrict receive public services equally. Moreover, systematical process of service development can provide people of Maehia subdistrict in the future with better services.

The public service provides through the platform would be reliable, fast and the result would be feedback to people quickly by the staffs who monitor and respond to the requests or complaints right away after they received the matters. People can do the follow up by themselves and learn of whereabouts of their problems. The service is provide equally in spite of gender, age, language, ethnic background, social status, jobs and people who are in need of help like handicapped person.

The target group is resident who live in Maehia vicinity which is about 26,561 persons. According to household registration that is 19,591 and 7,000 unaccounted for. Maehia residents would have a better quality of life, safe, secure and convenient in their lifestyles. Furthermore people would have an opportunity to get and have more jobs/careers and more investment would be pouring in from near and far. The model can be transferred to 7,849 Thai local government agencies if needed be.

1) Survey and study the problem situation in order to acknowledge of the status of the problem. Both the problems of the citizens and the problems of the Mae Hia municipal authorities who are service providers. as well as the impact that may occur before initiating and designing innovation. 2) Hold a community meeting to brainstorm and to incorporate the government sector, the public sector, the private sector, and the citizens to this meeting. This is in order to allow all sectors to express their opinions and reflect on the problems, propose solutions and thus bringing those proposals / requests of the people to become guideline for a design platform that can be shared between citizens and officials of the municipality. 3) Create a local database (MaeHia database) with the GIS program to collect the necessary information for Mae Hia subdistrict development and create a platform for providing public services in connection with the database that has been surveyed 4) Build an understanding for municipal employees and publicize for citizens acknowledgement and access to "System of providing public services through platform" 5) From monitoring and evaluating by comparing quality and duration of service, together with the satisfaction survey of the citizens who used the service, it was found that the quality of public service is improved, and the duration of service is reduced. Citizens have responded with very high level of service satisfaction. The monitoring and evaluation also found that there are some difficulties on the use of the platform of Mae Hia Municipality amongst elderly group, therefore, training is provided to the group to enhance convenience and access to the service.

1.The problem of lacking public acknowledgement and attention has been solved by public relations in all channels, both online and offline. Awareness training has been conducted at communities as well as creating voluntary trainers or leaders in the community to expand awareness to the public 2. The problem of operator staff which is still attached to the traditional process of work has been solved by Re-engineering the systems to improve the organization and to achieve efficiency both in terms of cost reduction, increasing the quality of productivity, service and speedy public

In order to increase the quality of efficiency of public service , The municipality needs to change the administration feature by bringing in new technology as a tool that is suitable to deal with problems as fast and efficient as possible. The service is divided into many channels such as online platform to reduce complexity and increase the channel so people can have an easy access, and for the evaluation process it can be done with ease and easy to get to the bottom of the problems. In dealing with valuable group, which requires special service other than general public service. The special arrangement is set up to provide public service to this group by an assistance from networking agencies in the area.

The above innovation is the idea that arose from reflecting the problems of the citizens in Tambon Mae Hia that requested Mae Hia Municipality to solve public service problems to be transparent, convenient, fast, reduce procedures, easy access, save time and costs for all. The municipality then took these problems and demands to formulate a new local service approach with the reform of the public service system. Such innovation is invented, designed and developed to be used as a tool to reduce service inconsistencies

GIS technology is used in creating the database of Tambon Mae Hia and data management system MySQL Database is used to systematically store public service requests. This works with the Web server and Application Program that can be used as a channel to communicate with citizens. The status will be instantly informed via Line Notification to users The work produced was used for the Mae Hia Municipality, which is a local municipality, by designing and building a service channel platform to improve the form of local government services through digital information and implementing electronic transactions.

There is extensive knowledge transfer, both to local government agencies and other types of government agencies that is interested to apply this knowledge to their own use. Mae Hia Municipality has established the innovation transfer center which attract agencies to the center throughout the country. We also set up online training programs and workshops for other local agencies to learn and understand more of details of how we work and use technoloy to be part of the management and in providing the public services. We want to expand the IT channel and teaach ousiders the knowhow. We host about 570 groups of local agencies and other govenment agncies since we have started the project. From following up on the results of applying knowledge, it is found that there are following local governments which has adapated the use of this innovation. The municipal consider ourself as a small unit in goverment, but as far as IT is concerned we are the best in using this technology to facilitate our duty as a helping local organizatiom.

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A . In financing, the use of budget to purchase tools such as Server, Computer, Drone, 360 ° camera accounts to approximately 300,000 baht. Human resources 1) Personnel responsible for collecting the information accounts to 100 volunteers in the district area as the data collector. This is conducted without compensation to raise awareness that every citizen is the owner 2) Personnel responsible for designing and building the platform are personnel under Mae Hia Municipality, totaling 6 people 3) Personnel serving public services includes 140 officials under Mae Hia Municipality

The Municipality would submit this operation and register it as goverment funding project, so Thai governemnt would allocate annual budget to support and follow up the progressiveof the outcome each year, The municipal would make partnership with other inside and outside agencies, having full cooperation from concerned partners. It is very useful to deal with any complication and probelms among our partner agencies, The sustainable development would be available at all time to the public

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Such works has been assessed according to the evaluation criteria of the Well Managed Local Government Organization for the fiscal year 2020 by the Office of the Public Sector Development Commission. The method of evaluation is conducted by firstly designating an educational institution to review and evaluate the performance of the local government organization, and report the scoring results to the subcommittee in order to select the center to review and evaluate the performance in the next round. Secondly, the centralized sub-committee examines the performance evaluation and selects the organizations with the highest scores ranked respectively.

External indicators include the relevance of the innovation to the problem situation and / or its relevance to the community context, clear objective, public participation, cooperation as a network to implement local innovations, Products from local innovation projects, the results or impacts of an innovative project on social, economic development or people's quality of life.

There was a mobilization of resources of both budgets and human resources so that such innovations could be further extended to other missions and establish a Knowledge Transfer Center in order to distribute knowledge and ideas to other organizations. Municipalities must also recognize that the success of this innovation is just the beginning of the challenges that may occur in the future. When initiated to become a digital government, the development must be kept being made. Human resourcing must comply with new process and must transfer the knowledge to other local government organizations in Thailand to create sustainability for this innovation In usage of information, the details of the lessons learnt, strengths and weaknesses of Mae Hia Municipality and recommendations from the evaluation is used to guide the development of the original project and guide the public service in other projects. The Mae Hia Municipality will then be able to implement clear policies following adaptation to changes of behavior, performance of the organizational structure system and work attitudes.

In Public Sector: Citizens in Tambon Mae Hia Sub-district plays a part in brainstorming participation, reflect on problems, define steps, processes of innovation and share innovation ideas with the municipality. Other than that, leaders or volunteers also cooperate in exploring basic information to create a database of geographic information systems, which gives people a sense of ownership of information and innovation. This results in the awareness of the innovation and people can take full advantage of it. - In Academic Sector (1) Office of the Science Promotion Commission Research and Innovation has made a memorandum in cooperation with Mae Hia Municipality to further drive the development of smart cities under the Mae Hia Smart City context with the common goal of developing Mae Hia sub-district to become a smart city in all aspects. (2) Digital Economy Promotion Agency (DEPA), Chiang Mai has provided support in extending innovation works by advocating for a smart city and the request for the Smart City logo

Mae Hia Municipality emphasizes the important or participation by stakeholders. It is divided into two groups 1. The main stakeholder consists of 1. Local residents 2. The administrative personals 3. Staff members. These 3 groups are involved from the beginning of this operation, starting from planning, administrating, evaluating, analyzing the risks and defining ways and means to solve future problems so that the whole operation will be in constant developing along with the innovation. 2. The secondary stakeholders consists of other outside agencies, group from outside who have an interest in this innovative operation. They would come to get information to improve quality of service they provide. The municipality offers an organized knowledge the best way so that the outside group will have an access to and also provide valuable feedbacks in regard to the operation.

The lesson learned from this kind of operation is that it is so valuable and meaningful to the administration of local government, where it focuses on people –centered. The approach along with the modern innovative operation would enhance the excellent service even more in long terms of convenience, quick economize and accurate. The results have great impact on people living in various dimension such as leading to the developing of good economy, stable society and the prosperous of community. This innovation would be a turning point in providing excellent public service to Thailand local government in the future The strong points and factors to success People – centered approach is a key word in assisting to establish the platform which would serve the need and desire of local people directly and easily. The Maehia personnel are ready and willing to adapt and adjust themselves to the change in reorganizing of the administration. They develop the necessary skills to fit the operation effectively and sufficiently