The Development of the Electronic Disbursement Processes Towards a Smart Offices Using Design Thinking and ADKAR Model

Abstract

The Finance, Treasury, and Procurement Division, Chiang Mai University Library developed an electronic disbursement process to the smart office to support Chiang Mai University's policy of becoming a digital university by integrating the systems currently used by Chiang Mai University and developed in 2023, namely the electronic document system and the electronic signature system, with the library's budget and finance system by applying the Design Thinking Process and ADKAR Model concepts, consisting of 6 steps: (1) Understand the problem (2) Identify issues and define problem-solving needs (3) Find solutions and create awareness (4) Create a prototype and implement it (5) Test the prototype and (6) Develop a policy and implement it. The study results found that the use of various resources was reduced as follows:

The result of the process development helps to reduce the turnaround time from 25.5 days to only 7 days, reducing redundant processes, resulting in a tangible cost and expense reductions, and truly supporting the Paperless Office policy. However, some personnel were still familiar with the old system. Therefore, it is necessary to continuously implement change management by creating: (1) Awareness (2) Need (3) Knowledge (4) Capability (5) Reinforcement from executives. In addition, the Treasury Division, Chiang Mai University, accepted the electronic documents, and the Library Office was able to transfer the results of this study to 20 other units within Chiang Mai University, and 3 units have actually implemented this development tool and process.