Efficiency of Public Complaints Management through the Traffy Fondue Application, Nong Pa Khrang Subdistrict Municipality, Mueang District, Chiang Mai Provinc

Abstract

The purpose of this research is to study the efficiency of managing citizen complaints and to study problems and obstacles from using the Traffy Fondue application to be used to provide services to the people in Nong Pa Khrang Subdistrict Municipality, Mueang District, Chiang Mai Province. It is qualitative research it was a structured interview with 21 key informants. The research results found that using the Traffy Fondue application helps increase convenience and speed in communication reduce hassle Traffy Fondue application. Managing complaints effectively includes: 1) transparency helps increase transparency in the complaint management process, 2) handling time helps to speed up the complaint management process reduce the time it takes to handle complaints, 3) expenses helps reduce costs related to the process of receiving and managing complaints, 4) safety is a security system for managing personal information and accessing information. Problems and obstacles were found to be problems with access to technology for the elderly and those who do not have smartphones, problems with knowledge and skills in use, problems with staff readiness to use technology lack of training in providing services and using the system and problems with data limitations Make analysis and respond to problems. This may cause the problem to be solved not to the point and not respond to the real needs of the people.