3) Service Quality each government authority has to demonstrate the importance of citizens, quality of public service, and citizen satisfaction.
4) Organization Development each government authority has to demonstrate its capabilities in developing its quality of public administration.
Under the guidance of these four perspectives, each government authority has to declare to the cabinet its strategic plan, desired results and goals, and performance indicators relating to the results and goals. These procedures are to ensure that government’s activities and operations are performed in line with the strategic plan and achieve the desired outcome.This new concept has been practiced since the beginning of the fiscal year of B.E.2546 (2003), instead of the old version of the performance declaration annual report which described only what a government authority did and what was done each year, which was sometimes written in an imprecise way which could distort the facts.
A Cabinet Resolution on May 19, 2003, also approved the OPDC proposal on work processes reduction by which every government authority was expected to reduce its work processes. At the beginning government agencies selected some prior public service providing processesthat had the greatest impact and received the greatest number of complaints. Then reductions of all work processes were expected to be accomplished by B.E.2550 (2007). To reach the expectation, the OPDC had to cooperate with government bodies to reduce not only service time, but also to facilitate service delivery to the public through the formation of a one-stop service center.
Furthermore, in accordance with the criteria and procedure of the Royal Decree on Good Governance administration at the ministerial, provincial and district level had to establish a service link to facilitate the public. All citizens should be able to contact, inquire for information, and apply for permission or approval as a one stop service. Thus, Service Link was initially implemented in B.E.2547 (2004). Service Link has been implemented in many forms such as: Service link for fundamental infrastructure, Service link for small enterprises, Ministerial service link, and the most well-known the Government Counter Service (GCS). In order to provide more channels for citizens to access public service and information, the Government Counter Service (GCS) in the form of public service Mobile Units and the Government Contact Center (GCC: 1111) have also been initiated. Furthermore, E-Service is another public service channel that many government agencies and OPDC have been continuously developing in order to provide