Digital transformation offers transformative potential for public service delivery, yet many local administrative organizations (LAOs) in Thailand struggle with integrating digital tools effectively into their workflows. This study investigates the integration of social listening tools (SLTs) to enhance the efficiency and responsiveness of public service delivery in Thailand’s LAOs. The primary goal is to redesign traditional, manual workflows through the development of a digital-by-design framework, addressing inefficiencies in public engagement and service provision. Employing a mixed-method approach, this research combines interviews and focus groups with municipal staff from four municipalities in Northeast Thailand to identify challenges and co-create solutions. The redesigned workflow integrates digital practices into existing organizational structures and achieves a significant 282% improvement in efficiency, measured in transactions per manpower-hour. Additionally, the new process enhances operational speed, responsiveness, and public engagement. To ensure sustainability, this study recommends a phased implementation strategy and consistent staff training. This research contributes to the public administration literature by providing a practical, scalable framework for digital transformation in local governance. It underscores the potential of SLTs to modernize public sector workflows, enabling more dynamic, responsive, and citizen-centric interactions between LAOs and the communities they serve.

This study examines the impact of digital workflows on the efficiency of hotel tax collection within Provincial Administrative Organizations (PAOs) in Thailand. With the increasing com-plexity and demands of tax collection in a digital economy, traditional methods often fall short, leading to significant discrepancies in revenue collection and compliance enforcement. This research aims to assess whether implementing digital workflows can streamline pro-cesses, enhance compliance, and increase tax revenues. Using a quantitative research meth-odology, data from five provincial administrative organizations in northeastern Thailand were analyzed. The findings indicate that digital workflows significantly increase compli-ance rates among taxpayers. The results suggest that adopting digital solutions in tax collec-tion not only enhances operational efficiency but also contributes to more robust local gov-ernance and financial outcomes. This study contributes to public administration and finance literature by providing empirical evidence on the benefits of integrating technology into gov-ernment tax collection processes.