Satjawisate, Saiphit2023-03-172023-03-172023https://dl.eusset.eu/handle/20.500.12015/4591The Thai government recently integrated online services to its offline in the social security benefits (SSB) payment functionality to improve its financial operations. However, these changes associated with using digital technology have changed the ways that it is users–both government employees and citizens–can interact with one another and access the financial services available to them. My dissertation research focuses on exploring how public officers and insured persons collaborate–in a hybrid physical/digital environment–by utilizing digital technology and citizen engagement initiatives to enable effective accountability in the payment system procedures and design guidelines for public officers and policymakers.enText/Conference Paper10.1145/3565967.3571750