Challenges of Administrative Simplification for Businesses and Citizens and Transition to One-stop e-Government Services
Keywords:
Administrative simplification, one-stop e-government services, cost-benefit analysisAbstract
Administrative simplification for businesses and citizens is a key issue for many governments worldwide because it reduces time, procedures, and cost for businesses and citizens to comply with laws and regulations which has a significant positive impact on economic growth. This research aims to assess the current public services provided in both traditional and onlinesystems. The quantitative and qualitative methods were employed to systematically analyze administrative simplification of government agencies and to leverage one-stop
e-government services. This research provides empirical evidence to reflect the challenges of administrative simplification and theoretical insights to critically examine how and why digital technology improves efficiency and enables administrative simplification. The comparative case studies, citizens' experiences using public services, and cost-benefit analysis were presented to establish best practices as the foundation for policy and technical recommendations to transform one-stop e-government services.
The research illustrated that digital technology enables public services' values and improves the weaknesses of New Public Management (NPM), if the government pays attention to the user experience in the aspect of design and effective service provision. Quantitative analysis clearly demonstrated the ability of one-stop e-government services to enhance procedures and time required for approval/permission through. It is noted that the systems which are in transitioning have improved the average time, reduced the document processing’s cost, travel expenses, and the waiting time when contacting government agencies. Therefore, more attempts should be made by the Thai government to build the capacity and enhance one-stop e-governmentsystems to support the transition towards digital economy and society.
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