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『 e-People 』 is A single online portal system unifying complaints/proposal/policy discussion handling of all central government agencies, municipalities,

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Presentation on theme: "『 e-People 』 is A single online portal system unifying complaints/proposal/policy discussion handling of all central government agencies, municipalities,"— Presentation transcript:

1 『 e-People 』 is A single online portal system unifying complaints/proposal/policy discussion handling of all central government agencies, municipalities, public organizations and Korean legations overseas e-People

2 Ⅰ Ⅰ Ⅱ Ⅱ Ⅲ Ⅲ Ⅳ Ⅳ Ⅴ Ⅴ Ⅵ Ⅵ Presentation order Background Outline Merits Construction process Operation status Achievements

3 People’s online portal - No more confusion in finding the right agency - Public demand for higher satisfaction - Cooperation needed among gov’t ministries Complaints/Proposals one-stop service More efficient complaint handling 1. Background

4 (144 organizations) US, Japan, etc MOE MLTM MIHW (43 Organizations) (246 bodies) Metropolitan city ㆍ Province City ㆍ County ㆍ District K-Water (14 institutions) KCA NHIC 2. Outline 1/2

5 Results notification Satisfaction Assessment/ Request for additional answer Review/Decision Automatic classification Civil PetitionCivil Proposal e-forume-hearinge-survey 42 Central administrative org. Office of president 144 embassies & legations 14 public Institutions 246 Local Autonomous bodies Homepage Civil Petition Service Civil Proposal Service Policy Discussion Corruption Reporting Service Administrative Appeals 2. Outline 2/2

6 Budget expenditure for system construction: billion won 3. Construction process

7 Belated handling 민원당사자가 민원처리 민원당사자가 민원처리 유사민원 반복 제기 유사민원 반복 제기 Insincere reply One-Stop 처리 부재 One-Stop 처리 부재 Handling period compliance management Handling period compliance management 국민이 기피기관 · 부서 선택 시 상급기관, 감사 담당부서 등에서 민원 처리 국민이 기피기관 · 부서 선택 시 상급기관, 감사 담당부서 등에서 민원 처리 민원신청 시 유사한 처리사례를 자동제공 ⇒ 민원 제출 전 해결 민원신청 시 유사한 처리사례를 자동제공 ⇒ 민원 제출 전 해결 Request additional reply for dissatisfactory handling ⇒ reassess service satisfaction Request additional reply for dissatisfactory handling ⇒ reassess service satisfaction 어느기관에 신청할 지 몰라도 최적의 기관으로 온라인 분류 어느기관에 신청할 지 몰라도 최적의 기관으로 온라인 분류 이리가라 저리가라 이리가라 저리가라 유사한 민원의 처리사례 찾기 어려움 유사한 민원의 처리사례 찾기 어려움 공무원비리 등 민원 신청 시 당사자 배정. 처리 공무원비리 등 민원 신청 시 당사자 배정. 처리 No way to resolve dissatisfaction No way to resolve dissatisfaction No management Petition related official takes the case Petition related official takes the case Petition related official takes the case Petition related official takes the case Choose unwanted agency, division ⇒ Superior agency, audit division will handle Choose unwanted agency, division ⇒ Superior agency, audit division will handle NO one-stop service Don’t know where to go Classify petitions for the right agency Repetitive similar complaints Repetitive similar complaints Hard to find similar cases Automatically show similar case handling ⇒ Resolve petition before filing Automatically show similar case handling ⇒ Resolve petition before filing 4. e-People merits 1/2 60-year long problems tackled from the public perspective ProblemPast practicee-People

8 4. e-People merits 1/2 If you want to avoid a specific agency or division where the concerned official works, click “unwanted.” Choose unwanted agency or division

9 Bleated handling Petition related official takes the case Petition related official takes the case Repetitive similar complaints Repetitive similar complaints 불성실한 답변 불성실한 답변 No one-stop service No one-stop service Handling period compliance management Handling period compliance management Choose unwanted agency, division ⇒ Superior agency, audit division will handle Choose unwanted agency, division ⇒ Superior agency, audit division will handle Automatically show similar case handling ⇒ Resolve petition before filing Automatically show similar case handling ⇒ Resolve petition before filing 불만족한 민원에 추가 답변을 요구 ⇒ 2 차 만족도를 평가 불만족한 민원에 추가 답변을 요구 ⇒ 2 차 만족도를 평가 Classify petitions for the right agency Don’t know where to go Hard to find similar cases Petition related official takes the case Petition related official takes the case 민원인 불만 해소 방안 없음 민원인 불만 해소 방안 없음 No management Request additional reply for dissatisfactory handling ⇒ Reassess service satisfaction Request additional reply for dissatisfactory handling ⇒ Reassess service satisfaction No way to resolve dissatisfaction No way to resolve dissatisfaction Insincere reply 4. e-People merits 1/2 ProblemPast practicee-People 60-year long problems tackled from the public perspective

10 Please describe why you are satisfied/unsatisfied with the petition handling process. Though the problem is not solved, I am happy the responsible division is considering this issue. Thanks for your kind extra answer. Petition filing Reply by Resp. ministry 1 st satisfaction evaluation Additional reply for unsatisfied area 2 nd satisfaction evaluation Are you satisfied with your petition handling process? Is the complaint you filed resolved? If you are dissatisfied with complaint resolution process, choose the reasons. Resolved partly resolvednot resolved Very satisfied satisfiedaverage dissatisfied very dissatisfied Unkind and unfaithful complaint resolution attitude Irrational institution Lack of fairness Slow resolution of complaint Insufficient understanding of complaint 4. e-People merits 1/2

11 Complaints involving multi agencies Complaints involving multi agencies Same complaint filed with multi agencies Same complaint filed with multi agencies 부서별 민원 처리실태평가 부서별 민원 처리실태평가 Frequent complaints 이송 · 이첩 Real time on-line cooperation Automatically discern ⇒ Handle as a single case Automatically discern ⇒ Handle as a single case 시스템으로 자동 평가 가능 Auto search by legislation ⇒ Propose institutional improvement Auto search by legislation ⇒ Propose institutional improvement 온라인 실시간 이송 · 이첩 우편 [1 주일소요 ] 불가능 Not distinguished ⇒ Handle each Not distinguished ⇒ Handle each Difficult to distinguish Cooperation based on documents Cooperation based on documents Complaint handling evaluation Complaint handling evaluation Not possible Automatic evaluation Transfer · referral Postal mail (1 week) Real time on-line transfer · referral 4. e-People merits 2/2 Past practicee-People From the perspective of administrative agencies Problem

12 Area Point s Indi ca tor Indi ca tor Ⅰ. Effort to improve petition satisfaction Ⅱ. A/S for unsatisfactory petition Ⅲ. Sincerity in petition handling Ⅳ. Effort to reduce petition Ⅴ. Facilitation of petition service 30 1.How satisfaction improved 2.Additional reply rate 1.How satisfaction improved 2.Additional reply rate Additional reply rate 2.Effort to improve unsatisfactory petition 1.Additional reply rate 2.Effort to improve unsatisfactory petition 1.Compliance rate of handling time 2.Sincerity in petition reply 1.Compliance rate of handling time 2.Sincerity in petition reply 1.Policy Q&A display rate 2.Filing discouragement rate 1.Policy Q&A display rate 2.Filing discouragement rate 1.Integrated operation of e- People 2.Easy access to petition filing 1.Integrated operation of e- People 2.Easy access to petition filing 4. e-People merits 2/2 Petition handling evaluation

13 Complaints involving multi agencies Complaints involving multi agencies Same complaint filed with multi agencies Same complaint filed with multi agencies Complaint handling evaluation Complaint handling evaluation Frequent complaints Transfer · referral Real time on-line cooperation Automatically discern ⇒ Handle as a single case Automatically discern ⇒ Handle as a single case Automatic evaluation Auto search by legislation ⇒ Propose institutional improvement Auto search by legislation ⇒ Propose institutional improvement Real time on-line transfer · referral Postal mail (1 week) Not possible Not distinguished ⇒ Handle each Not distinguished ⇒ Handle each Difficult to distinguish Cooperation based on documents Cooperation based on documents 4. e-People merits 2/2 Past practicee-People From the perspective of administrative agencies Problem

14 No. of daily visitors on average: 58,279 Overseas hit on a daily basis: 958 Status of hit from overseas Status of system utilization Policy discussion (MOPAS) ,851623, ,879556, e-hearinge-forum Civil Proposal (Complaints info analysis center) Complaints (e-People Div.) ,419341,981 1 st half of 2009 (Daily average08/09) 158 / 2011,703 / 1,889 Status of work handled by e-People 6,567 Canada 5,37012,46731,50548,404145, AustraliaJapanU.SChinaTotal hit 13,87411,55019,999151,05871, ,008 41,491 Others 71,441 11,64214,38418,496231,694100, ,798 90, st half of Operation status

15 ( ~ ) 5. Operation status (foreigner service) Complaint receipt by country Major petitions by area U.S. Canada Pakistan China Korea U.K. India Japan Philippines Others Total Legal affairs Labor Education Others Civil/criminal case AreaMajor petitions Visa extension/rejection, passport, naturalization procedure/objection Delayed wage payment, unfair labor practice Qualification of foreign instructors /dentists with a diploma acquired in a foreign country Civil and criminal accusation procedures, legislation on security checks for exit and entry International marriage counseling, proposed new airport shuttle routes

16 5. Operation status (foreigner service)

17 45.9% 52.2% 44, ,456 cases 21,491 30,325 cases Complex petition 14.4 days 7.8 days 8.8 days 6.3 days General petition 90.4% 95.4% 30.0% 45.9% 52.2% 51.2%52.2% 30.9% 54.0% 36.8% 32.3% Satisfied Unsatisfied 6. Achievements 1/4 SatisfactionOn-line referralAverage handling time Repetitive complains Handling time compliance Changes in satisfaction

18 Satisfaction rate 54.7% ( ’ 07) ⇒ 55.8% ( ’ 08) ⇒ 58.3% ( ’ 09) Dissatisfaction rate 28.2% ( ’ 07) ⇒ 27.5% ( ’ 08) ⇒ 25.7% ( ’ 09) Handling time compliance 93.9% ( ’ 07) ⇒ 94.2% ( ’ 08) ⇒ 97.4% ( ’ 09) Sincerity in petition response 83.5 points ( ’ 07) ⇒ 87.7 ( ’ 08) ⇒ 92.3 ( ’ 09) 6. Achievements 2/4 Petition service of central government agencies

19 Petition form Click “application” Petition Petitioner Automatic display of similar cases/policy Q&A Want to continue the filing process Petition filing withdrawal 6. Achievements 3/4 ■ Outcome Petition prevention: 4,047 cases withdrawn from filing ( ’ 09.5~ ’ ) Information materials from private web portals: 28,000 cases (Average daily hit: 70,000) Automatic display of similar petitions/policy Q&A

20 6. Achievements 3/4 Automatic display of similar petitions/policy Q&A 02 Similar case check Please determine petition filing after reading the following case.

21 e-People Website of each ministry Petition/policy Q&A by ministry 28,000 cases Private web portals Petitioner 6. Achievements 3/4 ■ Outcome Petition prevention: 4,047 cases withdrawn from filing ( ’ 09.5~ ’ ) Information materials from private web portals: 28,000 cases (Average daily hit: 70,000) Private web portal linkage system [Gov’t ministry] Frequent petitions [Gov’t ministry] New policy implementation

22 Private web portal linkage system 6. Achievements 3/4

23 ■ Outcome Petition prevention: 4,047 cases withdrawn from filing ( ’ 09.5~ ’ ) Information materials from private web portals: 28,000 cases (Average daily hit: 70,000) Petition form Click “application” Petition Petitioner Automatic display of similar cases/policy Q&A Want to continue the filing process Petition filing withdrawal e-People Website of each ministry Petition/policy Q&A by ministry 28,000 cases Private web portals Petitioner [Gov’t ministry] Frequent petitions [Gov’t ministry] New policy implementation 6. Achievements 3/4 Automatic display of similar petitions/policy Q&A Private web portal linkage

24 e-People - petitions - proposals Relevant data - agency website - legislation info - related sites Post management Legal/institutional improvement Database building Outside: Gov’t agencies Inside: ACRC Feed back ■ Analyze and provide petition information 2,500 cases a day by specialized analyst ⇒ 39 central administrative agencies ■ Improve petition-causing policy 187 institutional improvement cases in people’s finance, housing and welfare (’09) Daily/weekly briefing on voice of the public Analyze petition status by agency Analyze frequent petitions / identify institutions in need of improvement Analyst -Analysis planning - Analysis report Demand for information analysis 6. Achievements 4/4 Collect petition informationAnalyze petition informationProvide / manage information Knowledge Provision Voice of the public policy feedback system

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