THE CHANGES OF WORKING PROCEDURES AND PUBLIC SERVICE DELIVERY PROCESS OF REGIONAL PUBLIC ORGANIZATIONS IN CHIANG MAI PROVINCE TO COMPLY WITH THE POLICY ON CITIZEN-CENTERED GOVERNANCE

Abstract

This research article aims to study the changes of working procedures and public service delivery process in response to the citizen-centered governance policy. The study employed the qualitative research methodology, including the examination of documentary evidence and the interviews of 18 key informants. The data revealed that the public organizations in Chiang Mai Province have been responsible for implementing strategic issues set by the central agencies. These organizations have to formulate their annual action plans and adjust their working process including (1) informing policy to their staff, (2) changing of paradigms, values and organization culture, (3) building responsibilities, and (4) creating proactive culture. The adjustments of working process and public service delivery consist of (1) delegation authority to staff who work closely with customers, (2) setting time and service process, and (3) providing additional channels for service delivery in order to meet the customer satisfaction since the performance of all public agencies are evaluated using Balance Scorecard in the second dimension (i.e. quality of public service).