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Journal Issue
Volume 12 Issue 2, ECEG 2014 / Dec 2014  pp95‑207

Editor: Frank Banister

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Editorial  pp95‑96

Frank Bannister

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Open data in Service design  pp97‑105

Muriel Foulonneau et al

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Citizen Involvement in Local Environmental Governance: A Methodology Combining Human‑Centred Design and Living lab Approaches  pp106‑114

Sandrine Reiter, Guillaume Gronier, Philippe Valoggia

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Networks of Communities and Communities of Networks in Online Government  pp115‑129

Paul Henman, Rob Ackland, Tim Graham

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E‑government Policy Formation … Understanding the roles of change drivers, veto players and advocacy coalitions  pp130‑140

William Linnefell, Anette Hallin, Mikael Lagergren

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A Model of Fundamental Components for an e‑Government Crowdsourcing Platform  pp141‑156

Kevin Cupido, Jacques Ophoff

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Analysis of Different Organizational Forms: Towards a Framework of Influencing Factors Regarding Performance Management of IT in Public Organizations  pp157‑168

Christoph Ertl, Vanessa Greger, Petra Wolf, Helmut Krcmar

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Conundrums in Benchmarking eGovernment Capabilities? Perspectives on Evaluating European Usage and Transparency  pp169‑177

Michaelene Cox

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Raising Acceptance of Cross‑Border eID Federation by Value Alignment  pp178‑188

Jérôme Brugger, Marianne Fraefel, Reinhard Riedl

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Research Philosopy and Methodologies of e‑Government : Update From ECEG and ICEG  pp189‑198

Muhammad Yusuf, Carl Adams, Kate Dingley

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

Choompol Boonmee, Jirasuk Sugandhajati

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Abstract

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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