In a remarkable move towards modernization, Nakhon Pathom Municipality has partnered with LEXTECH, a company within the OSD group, to implement the "Public Fund System." This innovative initiative utilizes artificial intelligence (AI) technology to streamline the handling of public complaints and enhance transparency within municipal operations.
The Public Fund System, launched in 2023, has already seen fruitful engagements, with the municipality processing a staggering 8,788 cases within its first two years of operation. Of these, 6,934 cases were successfully resolved, showcasing a significant improvement in public service responsiveness and efficiency. According to Nakhon Pathom’s Deputy Mayor, Somchok Phongkhwan, “The Public Fund System serves as a vital link in receiving community feedback and operates seamlessly across various channels.”
Prior to the implementation of this system, residents faced various challenges in reporting issues. Complaints could come in through numerous sources—ranging from phone calls and letters to face-to-face interactions with municipal staff—creating a backlog and often leading to lost or unaddressed concerns. LEXTECH addressed these inefficiencies by developing an AI-driven interface that is not only user-friendly but also ensures that complaints are categorized correctly and forwarded to the relevant departments automatically.
With the integration of Thai language capabilities, the AI can quickly distinguish between different types of input, allowing users to classify their concerns as either complaints, suggestions, or general feedback. This level of automation significantly reduces processing time and minimizes the risk of information being overlooked. The ease of access is further enhanced by a QR code system that facilitates user engagement and direct entries into the Public Fund System via community placements.
“By simply scanning a QR code placed in neighborhoods, residents can access the system and submit their concerns efficiently,” Phongkhwan explained. “We also allow citizens to reach out through other online platforms such as Facebook, Line, or our official website.” This comprehensive, multi-channel approach ensures that residents can communicate their issues effectively, whether they prefer digital or traditional methods.
An exemplary feature of the Public Fund System is its capacity for real-time updates. Residents can monitor the status of their submissions immediately, enhancing transparency and trust in municipal processes. It empowers both citizens and officials to verify ongoing activities, thereby fostering a community-oriented governance model.
The municipality has recorded impressive metrics. In 2023 alone, 4,275 cases were logged within the system, while from January to March 2024, the number increased even further to 4,513 cases, indicating a growing reliance on the technology for public engagement. Out of the total 8,788 cases, 6,934 have reached closure—3,616 in 2023 and 3,318 in 2024—showing the efficient response and resolution capabilities that the system has cultivated.
Acknowledged for its effectiveness, the Public Fund System received the Microsoft Innovation Excellence Award from Microsoft Thailand, underscoring its potential as a model for smart city initiatives across the country. Nakhon Pathom Municipality is positioning itself as a trailblazer toward achieving its goal of becoming a full-fledged smart city, leveraging technology to improve urban management and public welfare.
As part of its broader strategic vision, Nakhon Pathom officials plan to utilize data collected through the Public Fund System to inform future policies and resource allocations. “The data we gather gives us valuable insights into the types of issues our residents face, allowing us to prioritize solutions based on community needs,” Phongkhwan stated. “This aligns directly with our aim to foster smarter governance that is inclusive and accessible.”
Looking ahead, Nakhon Pathom Municipality aims to build upon the successes of the Public Fund System by maintaining continuous engagement with the community. Feedback and operational performance will not only be relayed back to residents but will serve as a cornerstone for informed decision-making directed at improving city services.
Indeed, the Public Fund System stands as a testament to how technology can revolutionize public administration, transforming traditional systems into agile, user-centric platforms. As municipalities worldwide tackle the challenges of urbanization, Nakhon Pathom’s innovative approach could serve as a guiding framework for other cities aspiring to enhance their service delivery through digital transformation.
