Using Google Applications together with LINE to issue at Kantang Port, Trang Province

Abstract

Due to the complexities and time-consuming nature of the traditional Free Pratique issuance process at the International Communicable Disease Control Port of Kantang, Trang Province, this innovative development study aimed to develop and evaluate the efficiency of integrating Google Applications with the LINE Application. The objectives were to streamline operational workflows, reduce processing time, establish a digital data storage system, and enhance service user satisfaction by ensuring fast, accurate, and precise service delivery. An end-to-end online system was developed by leveraging Google Applications (including Google Forms, Google Slides, and Google Drive) in conjunction with the LINE Application. Under this new system, officers input vessel details via Google Forms. The system automatically populates this data into a pre-designed template in Google Slides to generate a PDF file, which is then stored in Google Drive and logged in Google Sheets, while simultaneously being dispatched to service users via LINE for maximum speed and convenience. The system was evaluated using a sample size of 250 service users. The results indicated that the new system successfully reduced the operational processing time from over 35 minutes per transaction to a mere 3 minutes, representing a 91.4% reduction in time. This significant improvement was achieved by eliminating manual form-filling, physical document photocopying, and traveling to deliver documents. Furthermore, the system established an efficient cloud computing storage mechanism that secures data in two formats: PDF files for direct delivery to users and Google Sheets for subsequent data analysis and management. Regarding user satisfaction among the 250 participants, transitioning from the legacy system (manual form-filling and photo sharing) to the new digital system (Google Forms + LINE) drastically increased satisfaction scores from 1.54 out of 10.00 to 9.98 out of 10.00. Satisfaction across all evaluation criteria was at the highest level, reflecting unanimous user acceptance of the newly implemented system. This study serves as an exemplary model for utilizing digital technology to elevate public sector services and provides a viable framework for future public service developments.