122                                                        Chapter 7                Thailand Citizen Centric              ...
Thailand Citizen Centric E-Government ServiceThe current ICT master plan has put more attention on the governance factor s...
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Thailand citizen-centric-e-government-service

  1. 1. 122 Chapter 7 Thailand Citizen Centric E-Government Service: Maturity and Challenges Jirapon Tubtimhin Ministry of Science and Technology/International Academy of CIO (IAC), ThailandABSTRACTThailand started its race for e-government with the consecutive IT 2000, IT 2001, and followed by the firstICT Master Plan during 2002-2008, a key policy framework planning to incorporate 5 key “e” strategyflagships: e-government, e-commerce, e-industry, e-education, and e-society, in order to lead the countrytoward knowledge economy by 2010. E-government development has been reflected through variousprojects and initiatives, especially some prominent online initiatives. These public service showcasesfor certain extent and appropriate condition have proved that “citizen centric” approach has been acritical factor for their achievements.The country’s current ICT master plan aims at the end of the plan in 2013 for being “Smart Thailand”where sustainable ICT implementation will be based on IT-literate-human capacity in all levels of soci-ety and on the good governance foundation in all development sectors as well as the accessible-to-allinfrastructure. Key government bodies to drive implementation of the country master plan range frompolicy level of Ministry of ICT (MICT) to implementation level, including every single ministry anddepartment under its supervision. Results of an e-government maturity survey in 2004 revealed that theoverall e-services development in early years lacked attention on integration among government agen-cies, whereas the e-government maturity model used in the survey placed the “integration” level amongthe 5 stages in an order of advancement. These are: information, interaction, interchange transaction,integration, and intelligence. A later survey in 2008 showed maturity improvement, which contributed,for a certain extent, to citizen centric activities and projects. Challenges are among how to cater suchleverages which could secure them from the burden of big investment and of falling into the pitfall offast-moving ICT.DOI: 10.4018/978-1-60960-753-1.ch007 Copyright © 2012, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
  2. 2. Thailand Citizen Centric E-Government ServiceThe current ICT master plan has put more attention on the governance factor since there have been les-sons learnt during the first master plan implementation: a lack of properly conducted governance causedmost project misconducts and less citizen engagement. Therefore e-governance has been underlinedboth in terms of front and back-end services. Likewise, challenges toward success for the next phase ofe-government are to define clearly the governance elements in both vertical and horizontal dimensions.Most importantly, “citizen centricity” is crucial in all those angles to keep the online activities in highrecord of citizen community attention. Above all, the e-government development efforts must lead thecountry toward a smarter and more sustainable condition and environment.E-GOVERNMENT, DEFINITION AND SHIFTING TO THEEVOLUTION SECOND GENERATION E-GOVERNMENT PARADIGME-Government has been prone to public atten-tion regarding ICT development in public sector The report of United Nations, UN E-Governmentwhen the World Bank defined e-Government as Survey 2008 (the United Nations [UN], 2008),the use of information and communication tech- From E-Government to Connected Governance,nologies or ICT to enhance efficiency, effective- took an important note on e-Government develop-ness, transparency and accountability to service ment that paved direction of ICT development ofdelivery to citizens (World Bank) (Halachmi, public organization into the Second Generation2004). While at the same time United Nations e-Government Paradigm where value creationreferred e-Government to the use of ICT in public for citizens has to be called for attention. Thesector to enhance efficiency and effectiveness as report emphasized about the whole concept e-well as to enhance relationship between public Government as noted that “The emerging ICT-organization and citizens and later evolved to for-development approach towards public sectorthe use of ICT such as Wide Area Networks, the transformation is creating new perceptions aboutInternet, and mobile computing by government government and governance. The twin objectiveagencies (UN) (Halachmi, 2004). While OECD of achieving further improvements in servicenoted that e-Government refers to the use of ICT delivery and efficacy in government functioningand particularly the Internet, as a tool to achieve is bringing about a rethinking of the role of ICT.better government (OECD) (Halachmi, 2004). Governments are increasingly looking towards In fact e-Government evolved from the dot com e-government-as-a-whole concept which focusesera of e-Commerce when business sectors flocked on the provision of services at the front-end,into the internet world to succeed their business supported by integration, consolidation and in-transaction during the past decade. Public sector novation in back-end processes and systems tothen cached up this phenomenon and started turn- achieve maximum cost savings and improveding on to reinvent itself into “Electronic Service service delivery”. While stressed on public domainDelivery” or ESD which has been emerging all integration helps enhance value to public serviceover the world to date. to citizen quoted as mentioning “Within the ambit of the whole-of-government approach, the focus 123
  3. 3. 25 more pages are available in the full version of this document, which may be purchased using the "Add to Cart" button on the publishers webpage: www.igi-global.com/chapter/thailand-citizen-centric-government- service/55177Related ContentBest Practices in E-GovernmentHelmut Druke (2008). Electronic Government: Concepts, Methodologies, Tools, and Applications (pp. 3487-3499).www.irma-international.org/chapter/best-practices-government/9941/Evaluating and Designing Electronic Government for the Future: Observations and Insights fromAustraliaNigel Martin and John Rice (2011). International Journal of Electronic Government Research (pp. 38-56).www.irma-international.org/article/evaluating-designing-electronic-government-future/56098/The First Leg of E-Government Research: Domains and Application Areas 1998-2003Kim Viborg Anderson and Helle Zinner Henriksen (2005). International Journal of Electronic GovernmentResearch (pp. 26-44).www.irma-international.org/article/first-leg-government-research/2007/An Approach to Assessing Quality of Electronic Government Services: The Case of an UrbanMunicipal Authority from IndiaSubhajyoti Ray (2010). International Journal of Electronic Government Research (pp. 45-57).www.irma-international.org/article/approach-assessing-quality-electronic-government/46951/Simulation Technologies for Enhancing Citizen ParticipationJohn O’Looney (2008). Electronic Government: Concepts, Methodologies, Tools, and Applications (pp.1537-1546).www.irma-international.org/chapter/simulation-technologies-enhancing-citizen-participation/9802/