Enhancing Incident Reporting Through the SULC Framework for Digital Transformation: A Case Study of Traffy Fondue Adoption in Chanthaburi Province

Solos Ponnbamroong; Suphitcha Petchsodsai; Meennapa Rukhiran; Paniti Netinant

Authors

Solos Ponnbamroong Faculty of Social Technology, Rajamangala University of Technology Tawan-ok, Chanthaburi Campus
Suphitcha Petchsodsai Faculty of Social Technology, Rajamangala University of Technology Tawan-ok, Chanthaburi Campus
Meennapa Rukhiran Faculty of Social Technology, Rajamangala University of Technology Tawan-ok, Chanthaburi Campus
Paniti Netinant Faculty of Business Administration and Information Technology, Rajamangala University of Technology Tawan-ok, Chakrapongphuvanart Campus

Keywords:

Digital Transformation, Incident Reporting, Software Usage Lifecycle, Traffy Fondue, Adoption Effectiveness

Abstract

Incident reporting is one of the significant challenges in urban management, particularly in terms of delayed responses, limited transparency, and low citizen engagement. Thus, digital transformation enables the solution of the urgent need for public service delivery. Traffy Fondue, an urban problem management platform developed by the National Science and Technology Development Agency (NSTDA), serves as a digital tool to strengthen communication between citizens and local authorities. This study aims to enhance the operational efficiency and sustainability of Traffy Fondue by implementing the Software Usage Lifecycle (SULC) framework. The research objectives are: 1) to design and implement a Software Usage Lifecycle (SULC) framework for Traffy Fondue to improve problem resolution efficiency, 2) to evaluate the effectiveness of Traffy Fondue in managing community issues through the proposed framework, and 3) to identify key challenges and propose improvements in the citizen reporting process and problem resolution speed. This study utilized a mixed-methods research design, a quantitative and qualitative approach. The sample size of 352 respondents was from Thephanimit Subdistrict, Chanthaburi Province. The respondents were selected using stratified random sampling. The analysis results showed a statistically significant increase in knowledge after the training (mean scores improved from 7.90 to 14.30, p < 0.000) and very high satisfaction across key dimensions of accessibility, responsiveness, and usability (mean > 4.50). Also, findings reveal that using the SULC framework through the Traffy Fondue platform can result in significant integration and enhance operational efficiency, citizen understanding, and system satisfaction. Digital transformation not only enhances service processes for incident reporting and management but also utilizes adaptive digital frameworks. This study even provides a practical and sustainable model for promoting citizen-centered governance and advancing data-driven urban management in Thailand.

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