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Journal Article

E‑SmartBox: A Decent Software and Hardware Tool to Enhance Public Service Efficiency and Sustainability  pp199-207

Choompol Boonmee, Jirasuk Sugandhajati

© Dec 2014 Volume 12 Issue 2, ECEG 2014, Editor: Frank Banister, pp95 - 207

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Abstract: The Ministry of Labour (MOL) is responsible for labour‑related public services. The services include employment promotion, skill development, social security, the worker compensation fund, labour protection and welfare. These various services have been mandated to several departments and divisions under the MOL. Service receivers must know where to access a specific service since each service is provided in a different location. Especially in the countryside this becomes a significant difficul ty since people do not know where to access a specific labour service. To enhance labour service accessibility MOL service counters had been established. The counters perform as a single window to access all kinds of labour‑related public services. The se rvice procedure starts from the service request, filling out a request form, providing required documents, finishing the service, and a satisfaction survey. This procedure takes averagely 20 ‑ 30 minutes for each service access. Additionally, since more t han 130 types of labour‑related services have to be delivered, working staff have to be intensively trained to be able to deliver these services. Unfortunately, some working staff do not stay in their jobs long. They tend to quit their jobs for better one s. Training new staff to provide such a wide variety of services becomes an obstacle to delivering continual good services. E‑SmartBox is a new concept designed by the MOL to solve the problems. It consists of two parts: a hardware part and a software par t. The hardware part is a plastic box with a smartcard reader, a web camera and a key pad inside, and can be procured anywhere at low cost. All Thai people aged from 7 to 70 have citizen ID cards which are electronic smartcards. The software has been desi gned to retrieve personal data from the ID card, to fill and print request forms automatically and to provide a rapid satisfaction survey via the key pad. This greatly reduces the service procedure to less than five minutes. Additionally the software has been designed to assist the staff by providing


Keywords: Keywords: labour-related public service, smart card, web cam, efficiency, sustainability, service counter, one stop service


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