Development of monitoring and evaluation system for service delivery according to Standards of One Stop Service Crisis Center (OSCC) by Applying Digital Technology in collaboration with community participation in Somdet Hospital, Kalasin Province.

Abstract

     This study is action research aimed to investigating situation and problems, developing a system, and comparing the outcomes of using a monitoring and evaluation system for service delivery according to the standards of the One-Stop Crisis Center by applying digital technology combined with community participation at Somdet Hospital, Kalasin Province, from March to July 2025, over a period of 5 months. Qualitative sample included 40 participants consisting of personnel involved with the One-Stop Service Crisis Center, service recipients, and community networks. The quantitative sample included medical records of 65 service recipients at the center. Research instruments consisted of focus group discussion guidelines, opinion questionnaires, interviews with service recipients, monitoring and evaluation system assessment forms, satisfaction surveys, and outcome evaluation forms. Quantitative data were analyzed using descriptive and inferential statistics (Paired t-test, Independent t-test, X2), while qualitative data were analyzed by content analysis.

     Result to findings revealed that the development process of the monitoring and evaluation system comprised eight main steps: 1) building understanding and participation among stakeholders, 2) capacity building of personnel and community networks, 3) development of service delivery according to standards, 4) development of a digital monitoring and evaluation system, 5) fostering community participation, 6) development of safety and prevention systems, 7) establishment of coordination and networking systems, and 8) continuous evaluation and improvement. Implementation results showed that the percentage of service recipients receiving complete care according to standards increased from 60.00 to 93.33 percent, continuous follow-up increased from 46.67 to 90.00 percent, and the number of violence cases detected and referred from the community rose from 2.33 to 6.67 cases per month. The average service quality score increased from 3.60 to 4.75 points, the monitoring and evaluation system score increased from 26.64 to 40.90 points, and service recipients’ satisfaction score increased from 34.70 to 42.15 points. Stakeholders expressed high satisfaction with the system, with statistically significant improvements at the .05 level (t= 6.82, 14.26, 16.02, 7.45).