The development of a Public Service Delivery Model for bridging the Digital Divide using Biometric Technology: A case study of Nongchok Recreation Center

Abstract

This research aimed to: (1) investigate the conditions, problems, obstacles, and the digital divide in accessing public services at the Nong Chok Recreation Center through the conventional application system (BKK ACTIVE); (2) develop an appropriate public service delivery model by integrating biometric technology with the digital identity verification and authentication system (ThaID); and (3) examine the outcomes and satisfaction levels among public service users and operational officers. A mixed-methods research design, encompassing both qualitative and quantitative approaches, was employed. For the qualitative phase, data were collected through semi-structured interviews with 9 informants, in conjunction with a Research and Development (R&D) approach. For the quantitative phase, questionnaires were utilized as the research instrument to collect data from 171 respondents, selected via convenience sampling (accidental sampling). The data were analyzed using both descriptive and inferential statistics.

The research findings revealed that the conventional application system exacerbated the digital divide for vulnerable groups and the elderly who lacked smartphones, and created redundant workloads for the officers. The development of the service model, integrating multi-purpose service kiosks with biometric technology and ThaID, enabled citizens to access services without relying on smartphones. Regarding the outcomes and public satisfaction, the acceptance of the technology was at the highest level, with statistical significance at the 0.05 level. Furthermore, public satisfaction with the new service delivery system was also at the highest level, statistically significant at the 0.05 level.