E-Government and Administration of Public Services in the Municipalities of Phra Nakhon Si Ayutthaya Province

Abstract

This research on E-government and administration of public services in the municipalities of Phra Nakhon Si Ayutthaya province aimed 1) to analyze the utilization level of E-Government system, online platforms, and applications for public services within Phra Nakhon Si Ayutthaya Municipalities; and 2) to propose actionable developmental strategies focusing on five specific service contexts: One-stop service center, constructing Permission, certification Issuance, fee payments for waste management, and E-document/E-filing systems. The study employed a mixed-method research design, specifically a convergent approach. The findings revealed that the 469 respondents in the quantitative component were aged 41 to 50 years and held a bachelor's degree, working as general laborers, and characterized as long-term residents of Ayutthaya Municipality (over 26 years). System engagement was marginal, typically 1 to 5 instances annually, with the predominant usage being fee payment. The qualitative component involved 7 key informants, including the deputy mayor, the municipal clerk (permanent secretary), and the head of the office of the permanent secretary. All of whom had educational backgrounds in political science, public administration, and public service. A dimensional assessment of the five public services indicated that the One-stop service, construction permitting, and certification issuance achieved a high service level. Conversely, the fee payment and E-Filing systems were rated at the highest level. The maturity of service delivery ranged from information dissemination and interaction to the interchange/transaction capability. The system has not yet attained the highest level of Integration across inter-organizational boundaries. The development should be solely directed by the central government, with accompanying budgetary support.