Development of Service Delivery according to the New Public Management approach of the Municipalities in Nonthaburi Province

Abstract

The purpose of this article was: 1) to assess the development of services according to the principles of New Public Management (NPM); 2) to study the problems and obstacles; and 3) to propose guidelines for developing services based on NPM principles for municipal governments in Nonthaburi Province. This was qualitative research study. Key informants include municipal executives and personnel from municipal governments in Nonthaburi Province, totaling 20 individuals, selected through purposive sampling. The research tool used was a semi-structured interview guide, and data were analyzed using descriptive summary.

The research revealed that: 1) The development of services according to NPM principles by municipal governments in Nonthaburi Province, as outlined in the Nonthaburi Provincial Development Plan 2023-2027, emphasizes enhancing the efficiency of public services. The municipal governments strive for service excellence by modernizing services, continuously monitoring and evaluating performance, utilizing information technology to increase service efficiency, upgrading essential personnel skills, streamlining operational procedures for convenience and speed, and encouraging stakeholder participation in service improvement. 2) Problems and obstacles identified include personnel issues related to knowledge and skills, which cause delays in public service delivery. Additionally, the bureaucratic system, with its numerous laws, regulations, and directives, hampers the agency's ability to promptly update its functions to keep pace with current situations. 3) Recommendations include adopting private sector service delivery methods focusing on outcomes and accountability, developing personnel to enhance their capabilities and service-mindedness, and fostering innovation among staff.