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
Ⅰ. Innovation in Administration Management
4
1) Introduction to civil service
Ⅰ. Innovation in Administration Management
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
Ⅰ. Innovation in Administration Management
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
Ⅰ. Innovation in Administration Management
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
Ⅰ. Innovation in Administration Management
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
8
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
Ⅰ. Innovation in Administration Management
2.Apply for
the service
Private
Sector
9
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)
Ⅰ. Innovation in Administration Management
10
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
Ⅰ. Innovation in Administration Management
Presidential Committee
on National Competitiveness
11
7) Innovation #2 – Legislation of the e-government law
Ⅰ. Innovation in Administration Management
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
12
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
Ⅰ. Innovation in Administration Management
770 civil service affairs MERGED/ABOLISHED.
2,781 required documents REDUCED.
13
Partnerships
with Private Portal
Diversify the ways to access civil services through cooperative partnerships
Partnerships
with credit card companies
Ⅰ. Innovation in Administration Management
7) Innovation #4 – Cooperative partnerships
14
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
Ⅰ. Innovation in Administration Management
Accomplished making all possible civil services available online based on
a phased promotion plan.
15
8) Results from innovations - Growth in users
Ⅰ. Innovation in Administration Management
(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
16
8) Results from innovations – Increase of the online application
Ⅰ. Innovation in Administration Management
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.
17
9) Awards and accomplishments
Ⅰ. Innovation in Administration Management
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!
19
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
20
Statistics and Civil services related to a family move
Ⅱ. Introduction of New Ideas
On average,
a Korean household
moves once
every 4 years
and 8 months.
5.2 million
moving
notifications
per year.
21
Ⅱ. Introduction of New Ideas
How can We improve our civil service?
One-step ?
Easier to access ?
Convenient to use ?
…
[Public officer]
22
Ⅱ. Introduction of New Ideas
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.
23
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).
Ⅱ. Introduction of New Ideas
Korea’s new and improved service
24
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.
…
…
Ⅱ. Introduction of New Ideas
20 areas
414 services
Examples of customized one-step-package services
25
Applications
Web
Minwon
24
Users Engaged
agencies
“Civil services at the tips of
your fingers!”
Ⅱ. Introduction of New Ideas
So far, 10 services are provided via smartphone.
40 kinds of services will be provided by late 2011.
Korea’s new service through smartphone
26
1) Broadcast reports
Whenever, wherever with your smart phone … , aired on SBS, November 29, 2010.
Ⅱ. Introduction of New Ideas
Ⅲ. Equity in Services - Cater to every individual’s need!
28
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.
29
2) Services for the disabled – “Audio” service for the visually impaired
Hear the contents of the website access services through voice recognition.
Before After
Ⅲ. Equity in Services
30
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
Ⅲ. Equity in Services
31
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
Ⅲ. Equity in Services
32
3) Foreign language services
Some civil service guide and application services in five foreign languages
Chinese Japanese
Vietnamese Thai
English
Ⅲ. Equity in Services
33
5) Remote support service
For less-connected groups such as the elderly who have difficulties
using the Internet.
Ⅲ. Equity in Services
[A user-service representative is helping a user by connecting the user’s computer]
User
User-service Representative
34
6) User interview
Ha-cheol Shin,
visually impaired
Ⅲ. Equity in Services
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
36
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)
Ⅳ. Expected results
1) Expected result by the users
37
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)
Ⅳ. Expected results
2) Expected result in terms of the administration
38
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
Ⅳ. Expected results
3) Expected social effects