Good Practices and Innovations in Public Governance 2003-2011

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Good Practices and InnovATIONS in Public Governance Asia and the Pacific Thailand 2011 Category 4 — 1st Place Winner Initiative: 939 – Service Excellence Tax Office Institution: Revenue Department of Thailand Description The organization and hierarchy of the Revenue Office creates age gaps between officers. Furthermore, there is also a lack of communication among their peers or lack of integrated methods of administration that is vital to quality of service rendered whether in terms of output or duplication or quality of service itself. The ‘Service Excellence Tax Office’ strategy is a continuous personnel development project, that was initiated, which integrated the idea of Public Sector Management Quality Award (PMQA), shifting the paradigm of civil services and the principle of Customer Relation Management (CRM) in order to substantially improve the quality of service provision of revenue units by changing service provision from passive to proactive roles and delivering services that meet the demands of the general public through hands on human resource training which is based on real cases encountered by tax officers. 48
2011 Category 4: Republic of Korea Asia and the Pacific Republic of Korea 2011 Category 4 — 2nd Place Winner Initiative: 905 – E-People System: Knowledge Management for People’s Voice Institution: Anti-Corruption and Civil Rights Commission Description Before the establishment of e-People system, citizens encountered problems to file civil petitions and had to go through a cumbersome process to find the right agency to address their concerns. It was also difficult to get information on similar cases, and relevant government policies and laws. With the establishment of e-People system by the government, the inconvenience of the public having to separately visit relevant government agencies in order to file civil petitions was solved, and the task of handling civil petitions was improved. The entire process in handling the complaint can be checked on e-People system, and the handling process is presented real-time via e-mail and SMS. 49
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Lessons Learned on InnovATION in Go
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This publication provides an overvi
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