June 21rd 2010 Istanbul, Turkey
Regulatory Reform SatisfactionSurvey: Method and Result
Kwon, Young SangPrime Minister’s Office, Republic of Korea
The introduction of Perception Survey since 2005
The needs for improvement of perception survey before 2008
The Revision of Regulatory Reform Satisfaction Survey in 2008
1. INTRODUCTION
The history of Regulatory Reform Satisfaction Survey in Korea
The ultimate goal of perception survey : enhancing of regulatory quality Mainly used as the part of Evaluation system of Regulatory Reform
The limits of survey model : less specified factors affected on CSI
In the use of findings, the creating of over-competing among agencies by ratingThe demand of meaningful information guiding direction of regulation reform etc
The strengthening the validity and reliability of survey findings
(1) Purpose of Survey
Measure the satisfaction level of the general public, experts and internal customers
Reflect on evaluating government agencies and implementation of regulatory reform
Enhance regulatory quality
(2) Evaluation system of Regulatory Reform in Korea
• Exceptions(8) : department without regulation (PMO etc), department without regulation tasks (Anti corruption & civil rights commission etc)
2. The overview of survey model(1) Evaluation Subjects
(2) Survey Design
(3) Survey Element in 2008
(4) Satisfaction Measurement Model
• Quantitative Performance• Qualitative Performance• Performance Perceived Satisfaction
New Customer Satisfaction Index
(NCSI)
W1
W2
W3
Satisfaction of regulatory reform elements
Perceived Satisfaction
0.7
0.3
• Rationality• Effectiveness• Contents Perceived Satisfaction
• Initiative• Reflection of diverse interestsand opinions
• Rapidity of execution process • Level of interagency cooperation• Process Perceived Satisfaction
1. Contents
2. Process
3. Performance
(5) Calculation of Satisfaction Level
New Customer Satisfaction Index (NCSI): Satisfaction level indexwhich adds weighted ‘satisfaction level by element’ and ‘overallsatisfaction’ at a ratio of 7:3
NCSI = 0.7 ×(∑Yi*Wi) + 0.3×S
Satisfaction Level by Element (∑Yi*Wi): Calculated by taking the weighted average ofthe satisfaction level of evaluation elementOverall Satisfaction (S): Overall level of satisfaction felt by respondents
7-Point scale for each survey elementComposition of question Scale
Point : (7 Points) (6 Points) (5 Points) (4 Points) (3 Points) (2 Point) (1 Point)Evaluation : Very Satisfied Satisfied Somewhat Satisfied Moderate Somewhat Unsatisfied Unsatisfied Very Unsatisfied
3. Survey Results in 2008(1) Overall Level of Satisfaction
2005 2006 2007 2008
30
40
50
60
70
20
10
Internal Customer Public Expert Overall
56.261
58.9 58.2
67.762.7
54.8
6358.8 60.759.5
66.361.9
(2) Satisfaction Level by Element
The overall level of satisfaction of enforcing agencies was 64.8 point, while that of policy departments was 60.1.
(3) Satisfaction Level by Ministry
Ministry of Land, Transport, and Maritime Affairs was the highest with 67.8 points.
Among the enforcing agencies, Customs Service was 77.0 point, followed by MilitaryManpower Administration with the point of 71.2.
The tracking comparison between 2007 & 2008
Basically, the 2008 survey uses different set of questionnaires, respondent pool, and calculation methods from 2007. Therefore, a time series analysis between the 2008 and the last 4 years results would be inappropriate.
However, “Overall level of satisfaction felt by respondents” was improved a little(2.5points)in comparison with 2007’satisfaction.
The lesson of findings
4. SUMMARY
Establishing a systematic framework of satisfaction assessment
The reorientation of perception survey design toward measuring the entire stages of regulatory reform will be helpful for establishing systematic measurements.
Notifying survey results to the rated agencies may be one of effective ways for allowing themto make use of survey results in their regulatory reform planning
The demonstration that customers weigh more heavily on their own involvement in thereform process than the contents of reform
Suggestions
Need to pay keen attention to explore key factors influencing users’ perception of regulatory reform process
The Implication that providing various communication channels to reflect diverse interests and opinions of stakeholders is necessary to boost the overall satisfaction level.
June 21rd 2010 Istanbul, Turkey
Thank for your attention !For More Information ; Kwon, Young Sang
Tel : +82-2-2100-2282E-mail : [email protected]
Prime Minister’s Office, Republic of Korea