Enhancing the capacity of complaint and grievance management at the Damrongdhama Center, Dong Charoen District, Phichit Province

Abstract

This study aimed to investigate the challenges and determine guidelines for enhancing the capacity of grievance management at the Damrongdhama Center, Dong Charoen District, Phichit Province. Employing a qualitative research approach, in-depth interviews were conducted with 23 key. Data analysis was executed through two primary methods: content analysis, to synthesize conclusions rooted in relevant theoretical frameworks and literature, and inductive analysis, to process the interview data. The perspectives of each informant group were categorized, analyzed for similarities and differences, and synthesized into a holistic overview to comprehensively reflect the empirical realities of localized issues. The findings revealed four major dimensions of challenges and obstacles: 1) Personnel: The center faces a shortage of dedicated staff, resulting in redundant workloads and a lack of operational continuity. 2) Work Processes: The procedures are overly complex, and data systems among relevant agencies lack integration. 3) Communication: Public understanding regarding the specific roles and mandates of the district-level center remains limited. 4) Spatial Context: Most grievances involve disputes within closely knit, kinship-based communities, necessitating highly cautious mediation. To enhance operational capacity, the study proposes key strategic guidelines: appointing dedicated personnel equipped with essential skills training, developing a centralized database system for real-time progress tracking, implementing proactive measures by engaging community leaders in initial screening and dispute resolution, and expanding digital communication channels alongside on-site public relations.