ASSESSMENT OF DIGITAL PUBLIC SERVICE DELIVERY AND DEVELOPMENT OF STRATEGIC RECOMMENDATIONS FOR LOCAL ADMINISTRATIVE ORGANIZATIONS IN CHIANG RAI PROVINCE

Abstract

Objectives of this research article were: 1. assess the implementation level of digital public service delivery among local administrative organizations in Chiang Rai Province based on seven digital service dimensions; 2. examine the problems, constraints, needs, and enabling factors associated with digital public service delivery; and 3. develop strategic recommendations appropriate to the local context. An explanatory sequential mixed methods design was employed. In the quantitative phase, the sample comprised 70 chief administrators, deputy chief administrators, or heads of administrative offices selected through simple random sampling. In the qualitative phase, in-depth interviews were conducted with five key informants, followed by a focus group discussion with five experts and local administrators selected through purposive sampling. The research instruments consisted of a questionnaire, a semi-structured interview protocol, and a focus group discussion guide. The questionnaire demonstrated item–objective congruence indices ranging from 0.67 to 1.00 and an overall reliability coefficient of .927. Quantitative data were analyzed using frequency, percentage, mean, and standard deviation, while qualitative data were analyzed through content analysis. The findings were integrated during interpretation and the development of strategic recommendations.

The findings revealed that: 1. the overall implementation level of digital public service delivery was high ( = 4.30, SDSDSD = 0.14). The Law Portal received the highest mean score, followed by Digital ID and the Electronic Document System, whereas the Biz Portal and Government Information Center received the lowest mean scores; 2. the major problems and enabling conditions concerned digital infrastructure and cybersecurity readiness, interorganizational data integration, personnel competencies, equitable access to services, and policy support mechanisms; and 3. five strategic areas were proposed: strengthening digital infrastructure and cybersecurity; developing personnel and organizational capabilities; promoting citizen-centered and inclusive services; integrating data and services across agencies; and advancing policy implementation and collaborative networks. These findings were synthesized into the Local Digital Public Service Transformation Framework (LDPS-TF), which connects digital organizational readiness, public service transformation, and governance for sustainability.