The Development of Government Easy Contact Center Services for the Consumer Protection and Public Health Pharmacy Group, Nong Khai Provincial Public Health Office.

Abstract

      This action research aimed to investigate the current service situation, the development process, and the outcomes of the Government Easy Contact Center (GECC) services at the Consumer Protection and Public Health Pharmacy Group, Nong Khai Provincial Public Health Office, conducted between May 2024 and May 2025. The sample consisted of 16 purposively selected personnel and 300 service recipients. The research methodology followed the four phases of the PAOR cycle. Data collection instruments included semi-structured interviews administered to the personnel to explore the situations, problems, obstacles, and suggestions regarding GECC service development; these findings were presented qualitatively. Furthermore, questionnaires were utilized to collect demographic data and the service recipients' opinions regarding the GECC services. Quantitative data were analyzed using descriptive statistics, while pre- and post-development comparisons were analyzed using an Independent t-test.

      The results revealed that the developed GECC service model comprised three criteria: 1) Physical criteria (16 items); 2) Quality criteria, consisting of facility components (3 items), service components (9 items), personnel components (4 items), and technological components (3 items); and 3) Outcome criteria (1 item). The study demonstrated statistically significant effectiveness. The suitability of the developed GECC services was rated at a high level (Mean = 4.3, SD = 0.2). Additionally, the overall positive opinions of the service recipients towards the GECC services significantly increased (p < 0.001), and their overall satisfaction with the services at the Consumer Protection and Public Health Pharmacy Group, Nong Khai Provincial Public Health Office, also showed a statistically significant increase (p < 0.001).