administration management innovation in - united...

Innovation in Administration Management Ⅰ

Introduction of New Ideas Ⅱ

Equity in Services Ⅲ

Contents

Expected results Ⅳ

Ⅰ. Innovation in Administration Management

3

Capital : Seoul

Population : About 48 million (2010)

Language : Korean

Land Area : 99,373㎢

GDP per capita : 20,591$ (2010, Source : IMF )

Coefficient of Internet utilization : 81.6 % (2009)

0) Introduction to Republic of Korea


4

1) Introduction to civil service


1. What is a civil service in Korea?

This is what people request a certain activity from the

administrative agency such as an administrative measure.

About 5,000 kinds of civil services exist

2. Issues in the civil service

a) Inconveniences of visiting administrative agency by the users.

b) Inconveniences of administrative work by the public officers.

The solution: On-line service G4C (Minwon24)

5

2) Introduction to G4C


1. About G4C

You can apply for the civil service and receive the document through the

internet everywhere such as home or in office, 24 hours, 365 days a year.

2. G4C’s main services

Guide to the service: Information about 5000 kinds of civil service

Application for the service and receiving the document: You can apply for

about 3,000 kinds of services and the document printed immediately

one-step-package services : Several applications treated together

6

One-stop on-line services

3) Online civil services – Overview


G4C (Minwon 24) Users

Natives

Foreigners

Multi-browser

platform

Internet

Explorer

Firefox

Safari

Incorporates

Disabled

Integrated management of

civil service affairs

Application Issuance Process

Public Information Sharing

Center (414 agencies)

Civil service

application system

(300 services)

Public

officers

Central

government

Local

governments

Private

agency

Organizations for

public interest

7

4) Online civil services – The progress


1. Year 2002

390 kinds of on-line application services started

2. Year 2003 ~ 2008

28 kinds of issuance services started

Application for service: 591 kinds

3. Year 2009 ~ 2010

Application for service: 3,020 kinds, Issuance : Expanded to 1,208 kinds

10 kinds of mobile services started

20 kinds of one-step-package services started

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5) Online civil services – Example

Case of the issuance of a Household Resident Register Copy.

(Most frequently issued service, more than 100 million issues per year )

Before After

User Public

office Private

Sector

1.visit

3. Receive

the document

4. Submit the

document User

Forward the

document

Apply for

the service


2.Apply for

the service

Private

Sector

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6) Online civil services – Background of improvement

• National Competitiveness Meeting

- March 26, 2009 / October 28, 2009

Top leader’s strong initiative.

President Lee Myung-bak

President’s speech

Reports to President

The National Informatization project is a new

growth engine, which requires early promotion

and we have to focus on making it

easily accessible for everyone.

(December 3, 2008 at the National Informatization Vision proclamation ceremony)


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Organization structure

7) Innovation #1 - New organization task force created

Develop IT systems

System reforms

Improve civil

service systems

Institutional reforms

Consultative bodies Cooperation

Specialized agency

Ministry of Public

Administration and Security

Civil Service

Advancement

Task force


Presidential Committee

on National Competitiveness

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7) Innovation #2 – Legislation of the e-government law


Characteristics

Legislated in 2001

Purpose

-Increasing the quality of

people’s life by enhancing the

efficiency, transparency and

democracy of the

administration

Main content

- The basic principle and

procedure for electronic

administration

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Total civil service affairs

Total required documents

Total civil

service affairs

(Dec. 2010)

(Dec. 2010)

4,947

14,470

13.5% merged/abolished

16.1% reduced

5,717

17,251

770

2,781

Total required

documents

7) Innovation #3 - Simplification of civil service affairs


770 civil service affairs MERGED/ABOLISHED.

2,781 required documents REDUCED.

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Partnerships

with Private Portal

Diversify the ways to access civil services through cooperative partnerships

Partnerships

with credit card companies


7) Innovation #4 – Cooperative partnerships

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2008 2009 2010

1,199

Civil services issuable on online

Civil services appliable on online

1,820

Over 3,000

500

188

1,208

2002 2005

393 526

20 0

8) Results from innovations – Number of services


Accomplished making all possible civil services available online based on

a phased promotion plan.

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8) Results from innovations - Growth in users


(Unit: 1,000 persons)

5,000

4,000

3,000

2,000

1,000

6,000

7,000

2002 2005 2008 2009 2010

130

1,042

3,585

4,926

Over 7 million

Year

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8) Results from innovations – Increase of the online application


2009 2010

66.5 %

33.5 %

48.3 % 51.7 %

Number of on-line applications (including ones from the automatic machine)

Number of off-line applications The on-line application is increasing. Off-line one is on the decrease.

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9) Awards and accomplishments


Awarded No.1 in 2011 regulation

reformer selected by Korean people UN Public Service Award, 2011

Hit Product Certification

by Sports Seoul, 2010

Awarded No. 1

in customer satisfaction

Index by Sports Chosun, 2010

Prime Minister’s office

Ⅱ. Introduction of New Ideas - Customize a shortcut for every lifetime event!

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Work to be done with any family move in Korea

Ⅱ. Introduction of New Ideas

Address change

Bank

Address change

Post

office

Address change

Veterans

office

Change the business

registration

Tax office School transfer

Education

Center

Car registration

cityhall

Before

Civil

center

Address change

Labor

office

Address change

Need to visit 8 agencies on average

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Statistics and Civil services related to a family move


On average,

a Korean household

moves once

every 4 years

and 8 months.

5.2 million

moving

notifications

per year.

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How can We improve our civil service?

One-step ?

Easier to access ?

Convenient to use ?

…

[Public officer]

22


Now

All move-related services are now

online one-step-package services.

Work to be done with any family move

Address change

Bank

Address change

Post

office

Address change

Veterans

office

Change the business

registration

Tax office

School transfer

Education

Center

Civil

center

Address change

Automatically forwarded

to various agencies.

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0 6 19 25 35 60 17

A Korean’s lifecycle

12 Age

Adult Entering school

Army service

Childbirth

Childcare

Pension plan

Emigration

Study abroad Retirement (unemployment)

Move

Graduation

Health

Volunteer

Death

Marriage Starting business

Education

Job-seeking

Name Change

Birth

Provide one-step-package services for various lifetime events(20 areas).


Korea’s new and improved service

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Major services

Household

Registration

Vehicle

License Plate

Livelihood Protection

Benefits

Family Relation

Certificate

Moving-in

Notification

Move Disabled Welfare Childbirth/care

Move:

- 22 services including moving

notifications and school

assignments.

Disabled welfare:

- 12 services including

disabled certificates.

Childbirth/care support:

- 3 services including Family

Relation Certificates.

…

…


20 areas

414 services

Examples of customized one-step-package services

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Applications

Web

Minwon

24

Users Engaged

agencies

“Civil services at the tips of

your fingers!”


So far, 10 services are provided via smartphone.

40 kinds of services will be provided by late 2011.

Korea’s new service through smartphone

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1) Broadcast reports

Whenever, wherever with your smart phone … , aired on SBS, November 29, 2010.


Ⅲ. Equity in Services - Cater to every individual’s need!

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1) Background

Remote support

service

Website for the

disabled

Multi-cultural family

services

Foreign language

services

Ⅲ. Equity in Services

Disabled Naturalized

Koreans

Elderly Foreigners

Minwon24 is for everyone those who are underserved in civil services for

social changes such as entering a multi-cultural or aged society.

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2) Services for the disabled – “Audio” service for the visually impaired

Hear the contents of the website access services through voice recognition.

Before After


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2) Services for the disabled – An exclusive website

1.Frequently used services

- The issuance of disability certificates.

2. Packaged services for various situations in their daily lives

- Helping to payoff living expenses.

3. Announcement

- Disabled rating change applications.

disabled-friendly website Description


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2) Services for the disabled – Recognition from relevant organizations

We thank for introducing this for the usually impaired,

allowing us revolutionary service that allows us,

the blind, to access information and services

through by voice recognition.

We expect that discrimination-free access to information

will come earlier if services,

modeled after Minwon24, are introduced in other

organizations, agencies and general publications.

Korea Blind Union, 2006


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3) Foreign language services

Some civil service guide and application services in five foreign languages

Chinese Japanese

Vietnamese Thai

English


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5) Remote support service

For less-connected groups such as the elderly who have difficulties

using the Internet.


[A user-service representative is helping a user by connecting the user’s computer]

User

User-service Representative

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6) User interview

Ha-cheol Shin,

visually impaired


Through the widget

for the disabled,

I can find desired services

more easily than before …

Hisige,

from Mongolia

(Today’s Live on SBS TV, Oct. 2010)

I had to visit an immigration

office to extend my stay.

But now, I can do it

on the Internet.

It is quite convenient …

Ⅳ. Expected results

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1. Time saved from visiting

the administrative agency

- Time spent in visiting: 30 minutes

- Time spent in Minwon24: 1 minute

(via online printing)

2. Money saved from visiting

the administrative agency

- Money spent in visiting: 1.2 $

(transportation fee)

- Money spent in Minwon24: free (no visit)


1) Expected result by the users

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Time saved in the administrative work

(the document printed immediately)

- Time spent in visiting: 10 minutes

(in treatment)

- Time spent in Minwon 24: None

(The whole process worked on-line)


2) Expected result in terms of the administration

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Eliminating inconveniences and improving user satisfaction with civil service.

Enhancing national competitiveness through user-oriented online services.

Reducing paper documents and traffic.

Expected results

Reduce social expenses by about 600 million dollars per year.

Expected Economic benefits


3) Expected social effects

THANK YOU!

For further information

[email protected]

Lee, SeokTae

mailto:[email protected]

administration management innovation in - united...

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