The TechTalkThai team had the opportunity to interview Mr. Wanchai Anantanasakul of PCC, who has been involved in numerous large-scale government digital development projects. He shared interesting insights and perspectives for government agencies looking to advance toward becoming a full-fledged Digital Government Agency. The key points from the discussion are summarized below:
Mr. Wanchai reflected on some interesting points regarding the adaptation of government agencies during which the world faced the COVID-19 pandemic, leading to a shift in working styles toward remote working. Many government agencies across Thailand were forced to make significant adjustments during that time. There was a relaxation in traditional work formats that previously required working on-site at government offices and transitioning to remote work from home. This shift ensured that agency operations and public services remained uninterrupted.
This flexibility allowed many government agencies to adapt and transform how they worked and their approach to public service delivery. These changes included applying various technologies to their workflows, quickly adopting cloud services as a new infrastructure model, shifting public service delivery to online formats, and placing greater emphasis on security due to the many new risks that emerged from these changes. Additionally, enforcing the Personal Data Protection Act (PDPA) brought stricter control and monitoring measures for protecting citizens’ data. One thing Mr. Wanchai observed—and that many others likely noticed as well—was the shift in mindset among many government agencies regarding the development of applications for public services. There was a noticeable increase in focus on User Interface (UI) and User Experience (UX) in digitization efforts that aimed to transform government services and workflows into digital formats. The Design Thinking approach was applied to the design of various digital services, ensuring that the resulting digital government platforms would be easy to use, widely accessible, and effective in reducing the workload of government officials.
Regarding back-end systems, Mr. Wanchai further explained that many government agencies have begun to embrace cloud services or have invested in developing their cloud infrastructure. There is also an increasing trend toward system integration, connecting multiple systems, whether in terms of data or operational processes. This has led to greater data interoperability across different departments and agencies. Moreover, there is growing awareness around the importance of data governance, especially regarding how information is accessed and managed in a structured way. These efforts aim to ensure that citizens’ data and other critical institutional details are securely protected and managed in compliance with relevant laws and regulations, preventing data breaches and maintaining public trust.
These developments mark a promising starting point for many Thai government agencies that have earnestly pursued digital transformation. This shift has also triggered changes in workplace culture within various agencies, ranging from small to significant, and has led to broader adjustments in organisational policies and governance. Mr. Wanchai noted that this initial shift represents a positive signal for Thailand’s public sector. However, there are still areas that many agencies need to consider further to prepare for the rapid changes ahead. For example, transparent and flexible procurement policies must adopt cloud-based services to align with current administrative regulations.
Most cloud service providers operate on a pay-per-use model, whether daily, monthly, or annually, and each provider has its service standards. Therefore, government agencies must adapt their budgeting processes, approval procedures, and payment workflows to match this model. Doing so will help agencies become more agile, responsive, and aligned with the fast-evolving pace of the technology landscape.
When discussing the future of Digital Government, Mr. Wanchai highlighted four key technologies that government agencies should closely watch:
Cloud As government agencies become more open to adopting cloud technologies, usage has steadily increased. This trend is further supported by recent announcements from several leading global public cloud providers investing in building data centres and preparing to offer services in Thailand. Mr. Wanchai believes that cloud adoption in the public sector will continue to grow significantly. As a result, the government will need to establish clearer policies regarding the direction of cloud usage and adjust existing workflows to align with cloud-based models. Furthermore, technology development should be built upon a Hybrid Multicloud foundation to ensure maximum flexibility and cost-efficiency in future implementations.
AI Artificial Intelligence is a technology that deserves close attention, especially with the emergence of tools like ChatGPT and other forms of Generative AI, which have demonstrated the potential and possibilities that AI can bring. While many government agencies may not yet be ready to build or develop their own AI systems, establishing a strong foundation in data management is a critical first step that can be taken immediately. This includes initiatives such as data integration, data governance, and exploring approaches to develop domain-specific AI tailored to the needs of each agency. Additionally, agencies can begin experimenting with applying emerging AI technologies to support their operations, particularly in citizen engagement, where AI can enhance communication through contact centres and various public service channels.
Automation Although the term has been around for some time, automation remains a powerful tool for improving the efficiency of government operations. This includes automating administrative processes and data management within the public sector and integrating AI into operations. Mr. Wanchai noted that many government agencies are exploring new possibilities for applying automation to specific functions and workflows. As a result, technologies such as RPA (Robotic Process Automation), OCR (Optical Character Recognition), and APIs continue to be essential tools that agencies must study and integrate into their systems in the future.
Cybersecurity As technology is increasingly embedded in daily operations, robust cybersecurity measures are becoming increasingly critical. A comprehensive approach to cybersecurity must address all system layers, including hardware, software, data, networks, processes, and people. While strengthening cybersecurity can add
complexity to projects and introduce new responsibilities for public officials and IT service providers, it is an essential investment that ultimately benefits citizens by protecting data and public trust.
It is clear that in executing government projects, designing and delivering a fully integrated IT system is a critical component. Mr. Wanchai shared that PCC has chosen to present IBM solutions to government agencies as a primary option for several key reasons:
Reliability IBM has long been a trusted technology provider for government agencies and financial institutions worldwide. With comprehensive capabilities spanning hardware (such as IBM Storage and IBM Power) and software, IBM technologies are well-positioned to support transformation initiatives, including the transition to Hybrid Cloud, enterprise-level AI deployment, and cybersecurity. As a result, PCC has incorporated IBM’s technology stack as the core infrastructure in many of its government software development projects. IBM offers end-to-end risk management, including backup, disaster recovery, cybersecurity, and data privacy, making it a complete and robust solution.
Consulting Expertise With IBM’s global experience in developing digital transformation projects and its long-standing presence in Thailand, IBM’s team can offer valuable consulting, share best practices, and provide relevant project references. This broad perspective allows for designing new technologies that combine global expertise with local implementation, drawing from insights across industries and adapting them to fit specific government needs.
Expertise PCC’s team has worked with IBM technologies for over 30 years, making them highly familiar and confident in delivering IBM solutions, from system design to ongoing support and maintenance. This long-standing technical proficiency enables PCC to collaborate seamlessly with IBM’s team to provide clients with comprehensive, around-the-clock service across all dimensions.
Scalability & Continuity The diversity and breadth of IBM’s solutions are other key reasons PCC recommends IBM. Government projects are typically long-term, so having a technology platform that offers flexibility, future scalability, and a wide range of
development options is critical. IBM’s solutions stand out for their ability to evolve and adapt to changing needs. These factors reinforce PCC’s confidence that IBM solutions are the best fit for government sector needs, making IBM not only a strategic technology partner but also a pillar in PCC’s long-standing presence in the public sector market. The strong partnership between PCC and IBM has remained consistent and reliable.
With over 30 years of experience working with government agencies, Mr. Wanchai observed that the most significant challenge in implementing digital transformation is not the technology but the management of human resources.
From his perspective, the success of any digital transformation initiative hinges on people. A single individual cannot drive effective transformation—it must involve the collective movement of the entire organisation. This makes digital transformation projects fundamentally different from traditional IT system implementations in the public sector.
Mr. Wanchai shared four key takeaways from observing several successful government digital transformation projects. These lessons reveal common factors that contribute to meaningful and sustainable change: Mr. Wanchai outlined four key insights observed from numerous successful digital transformation projects within the public sector, highlighting common elements that contribute to their success:
1. Active Participation from All Involved Personnel Mr. Wanchai emphasised that successful digital transformation projects require a strong sense of ownership from everyone involved—from project leaders to supporting personnel. These projects are often large in scale and complex in structure, involving decisions across multiple departments and stakeholders. Therefore, having genuine engagement and commitment from all parties is essential. This shared responsibility helps ensure the project moves in the right direction and delivers solutions that genuinely meet the needs of all stakeholders involved.
2. Clear Communication with Policy-Level Decision Makers Significant changes to workflows and operational models are often required in any digital transformation initiative within the public sector. Naturally, this also involves adjusting regulations or policies to align with new strategic directions. Maintaining clear and effective communication with policymakers and regulatory leaders is a critical success factor. This ensures that necessary changes are understood and supported at the leadership level, allowing the project to progress toward real-world implementation. Such alignment is crucial when new services are designed using design thinking and focused on delivering a strong user experience (UX) for internal staff or the general public who will engage with the digital platform.
3. Prioritising the Project at the Organisational Level It’s no surprise that many government officials already carry heavy workloads. As a result, digital transformation projects can often be perceived as an added responsibility, making it difficult for team members to dedicate sufficient time and focus. This can lead to delays or outcomes that fall short of expectations. To address this, digital transformation initiatives must be given high organisational priority. Communicating the project’s importance helps ensure it receives the necessary attention, resources, and alignment, ultimately allowing for smoother and more effective execution.
4. Empowering the Next Generation to Drive Change Finally, one of the most valuable lessons Mr. Wanchai has observed is the importance of inviting the younger generation to drive digital transformation within government agencies. These younger officials possess strong technological skills and have a deeper understanding of the needs and expectations of the newer generations of citizens.
Therefore, listening to and actively involving their perspectives in key projects is essential. Giving them direct ownership and responsibility fosters innovation, brings fresh ideas, and helps government agencies move beyond outdated mindsets and legacy processes. It also helps cultivate a new generation of valuable talent within the public sector.
At the same time, senior leaders should act as mentors, supporting younger staff by sharing their experiences and providing strategic guidance, rather than directing from
the top down. This collaborative approach will unlock the full potential of both new and experienced personnel, creating a well-rounded, future-ready workforce.
Interested government agencies can contact the PCC team directly at: Website: www.pccth.com Phone: 02-106-6000 Email: marketing@pccth.com
