Overcoming Data Barriers: Digital Inclusion and Equitable Public Services for People with Disabilities in Thailand

Background Ensuring equitable access to public services for people with disabilities remains a persistent challenge in digital governance. Despite the expansion of data governance frameworks, gaps in accessibility and usability continue to exclude marginalized populations. While many government-led digital initiatives prioritize efficiency and compliance, their implications for service recipients—particularly people with disabilities—require closer examination. This study investigates the factors associated with audit data governance in Thailand’s public sector by comparing the perspectives of government officials (service providers) and people with disabilities (service recipients). Methods We analyzed structured survey responses from 711 participants using multi-group structural equation modeling (MG-SEM). The model examined relationships among public service delivery for people with disabilities (measured through perception of public service, enablers for access to data, citizen-oriented policy, and fair and efficient administrative procedures), data-driven culture, and audit data governance, and assessed whether these relationships differed between groups. Results The MG-SEM analysis identified significant between-group differences in the relationships of Data-Driven Culture with Public Service Delivery (p < .001) and Audit Data Governance (p = .004), whereas the relationship between Public Service Delivery and Audit Data Governance did not differ significantly (p = .104). The findings indicate differences in selected structural relationships, rather than statistically established differences in participants’ stated priorities for digital public services. Conclusions The results underscore the importance of aligning audit data governance with user-verifiable accessibility and transparency in public services. Strengthening auditable service standards, accessible information channels, and feedback mechanisms that incorporate service recipients’ perspectives may help reduce barriers and support more inclusive digital public services in Thailand.