The Redesigning of Thailand’s One-Stop-Service Portal for Business Licensing and Permission
The Thai government’s BizPortal, designed as a one-stop-shop digital service channel for business licensing, has faced challenges with low adoption and limited service expansion since its launch six years ago. This dissertation utilizes Design Science Research (DSR) to address these issues, focusing on enhancing the system's usability and impact. Through a comprehensive review of business licensing, e-government, and service delivery transformation theories, together with the insightful and direct experiences of the author, the study identifies key barriers such as system complexity and fragmented information. Using the dual framework of DSR and EgovDSR, along with the model of citizen adoption and use of e-government and the two-stage model of IS continuance, built based on URT and ECT, the research proposes practical solutions. The research emphasizes a user-centric approach, real-time support, and seamless integration of digital services. By iterating problem identification, solution design, and rigorous evaluation, the study aims to redesign BizPortal to be the government’s central platform with a more intuitive interface, better system compatibility, and enhanced user support, thereby increasing its adoption and effectiveness. Additionally, the study contributes valuable insights to the Information Systems field by developing and validating ISDT and design principles adaptable for similar global e-government initiatives. The research also underscores the critical role of stakeholder engagement and iterative design in successfully implementing digital government services, emphasizing practical solutions that enhance BizPortal's adoption and effectiveness for Thailand's government.
Information technology, Public administration, Business Administration, Management, and Operations
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