One-stop Services Case (Nakon Pratom City District)

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Service Problems:
1. Long waiting time
2. Expectation relatively to other services such as hospitals,
restaurants, etc.
3. Live styles of city dwellers
4. Migrations
5. Budget constraints on office expansions

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I. Outputs of Public Services
• Documents (e.g., ID cards, birth certificates, name changes, household registration, gun
licenses, alcohol permits, etc.)
• Information
II. Outcomes of Public Services
• Public agencies must identify citizens, based on three following issues: who, what, and
how!
• Public agencies can neither reduce fees nor can offer discounts to citizens.
• Public agencies can only increase convenience and comforts, and reduce time for citizens.
• Public agencies must anticipate trends that deal with social, economical, technological,
political, and demographical aspects.

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Visibility

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Lessons (Adapting knowledge from external sources)
• Fast-food service concepts
• Delivery
• Phone reservation for Tuesday, Wednesday, and
Thursday for express services
• Service reservation
• 7-day and longer office hours
• Customer psychology (e.g., window, King Portrait, and
use of body languages)
• Win-win attitude

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 Operators
(in case of
outsourcing)

Citizen Groups or NGOs

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Building quality at public agencies is expected as taxpayers are sensitive
to the value-of-money spent.

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