Public participation in the development of public service systems: A case study of the feedback system for boat passengers in the Saen Saep Canal

Abstract

This study aimed to examine public participation in improving public ferry services through a digital feedback system from Saen Saep Canal ferry passengers. The system allows real-time integration of user feedback into service monitoring and enhancement. An online questionnaire was employed, accessible via QR codes, with notifications sent through the LINE application, and results summarized through a digital dashboard. In 2024, a total of 10,884,318 passengers used the Saen Saep ferry service. The sample consisted of 1,434 passengers who voluntarily responded to the questionnaire between January 1, 2024, and March 31, 2025. Descriptive statistics were used to analyze demographic data, while content analysis was analyzed open-ended responses concerning complaints, compliments, and suggestions. Findings indicated that the level of public participation aligns with the "Consultation" stage. Citizens provided input but did not involve in decision-making. Feedback distribution was as follows: 1,234 complaints (86.05%), 126 compliments (8.79%), and 74 suggestions (5.16%). Following this initiative, in 2025, satisfaction survey revealed an average score of 3.597 (71.94%), marking the highest level of satisfaction in the past five years. The study demonstrated the effectiveness of digital engagement in enhancing citizen participation. It recommended that it should elevate public involvement to more collaborative level, developing an automated response system, and ensuring transparency by publicly disclosing service improvement outcomes. These efforts contribute to sustainable and participatory public service development.