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- W4385062399 abstract "Government operations and services are undergoing a rapid shift towards digitalization, but for this to be successful, it is essential that such government systems are transparent for citizens and government officers to effectively utilize and make sense of them. This study, therefore, examines system mechanisms and citizen engagement with Social Security Office (SSO)s’ benefit payment services to enhance operational transparency. We use a case study of the SSO in Thailand, where digitalization has had a high priority across all areas of government administration. Social Security Benefits (SSB) payment form a large portion of government spending relative to public revenue, highlighting the need to increase the transparency of government action. It remains unclear, however, how and in what ways digital technologies in the benefit payments can improve this situation. We explore the transparency indicators of the benefit payment system by interviewing public officers and insured persons using a set of transparency frameworks. We examine the relationship between how individuals engage with digital technology and its consequences on the system's transparency. Results show that designing systems transparency in SSB payments is challenging due to complex socio-technical issues. We recommend that HCI designers and system developers are concerned not only with technological aspects but also organizational, human, and social aspects, enhancing transparency for the benefit payments." @default.
- W4385062399 created "2023-07-23" @default.
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- W4385062399 date "2023-01-01" @default.
- W4385062399 modified "2023-10-18" @default.
- W4385062399 title "Enhancing Transparency for Benefit Payments in the Digital Age: Perspectives from Government Officials and Citizens in Thailand" @default.
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- W4385062399 doi "https://doi.org/10.1007/978-3-031-35969-9_5" @default.
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