抄録
This study examines the impact of ICT on urban management in Bangkok, focusing on the implementation of the Traffy Fondue platform. This study evaluates how the platform improves the efficiency of managing citizen complaints compared to the conventional 1555 Call Center and investigates the institutional changes and challenges associated with its adoption. The findings reveal that Traffy Fondue processes complaints 2.61 times more than the 1555 Call Center and reduces complaint resolution times from seven days to one or two days. The study also highlights significant institutional changes, such as simplified administrative procedures and budget allocation adjustments, to address infrastructure-related issues. However, challenges persist, including limited coordination with external agencies and gaps in ICT proficiency among staff. The study concludes that although Traffy Fondue has enhanced urban management efficiency and highlighted priority areas, addressing its operational challenges is crucial for its long-term success.
https://ror.org/03zyp6p76 
