Contents. Innovation in Ⅰ Administration Management. Introduction of New Ideas. Equity in Services. Expected results

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2 Contents Innovation in Ⅰ Administration Management Ⅱ Introduction of New Ideas Ⅲ Equity in Services Ⅳ Expected results

3 Ⅰ. Innovation in Administration Management

4 Ⅰ. Innovation in Administration Management 0) Introduction to Republic of Korea Capital : Seoul Population : About 48 million (2010) Language : Korean Land Area : 99,373km2 GDP per capita : 20,591$ (2010, Source : IMF ) Coefficient of Internet utilization : 81.6 % (2009) 3

5 Ⅰ. Innovation in Administration Management 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) 4

6 Ⅰ. Innovation in Administration Management 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 5

7 Ⅰ. Innovation in Administration Management 3) Online civil services Overview One-stop on-line services Users Natives Multi-browser platform Internet Explorer G4C (Minwon 24) Integrated management of civil service affairs Public officers Central government Foreigners Firefox Application Process Issuance Local governments Disabled Private agency Incorporates Safari Public Information Sharing Center (414 agencies) Civil service application system (300 services) Organizations for public interest 6

8 Ⅰ. Innovation in Administration Management 4) Online civil services The progress 1. Year kinds of on-line application services started 2. Year 2003 ~ 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 7

9 Ⅰ. Innovation in Administration Management 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 1.visit Public office 2.Apply for the service 3. Receive the document User 4. Submit the document Private Sector User Apply for the service Forward the document Private Sector 8

10 6) Online civil services Background of improvement Ⅰ. Innovation in Administration Management Top leader s strong initiative. President s speech 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) Reports to President President Lee Myung-bak National Competitiveness Meeting - March 26, 2009 / October 28,

11 7) Innovation #1 - New organization task force created Ⅰ. Innovation in Administration Management Organization structure Consultative bodies Ministry of Public Administration and Security Civil Service Advancement Task force Cooperation Presidential Committee on National Competitiveness Specialized agency Institutional reforms Improve civil service systems System reforms Develop IT systems 10

12 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 11

13 Ⅰ. Innovation in Administration Management 7) Innovation #3 - Simplification of civil service affairs 770 civil service affairs MERGED/ABOLISHED. 2,781 required documents REDUCED. Total civil service affairs (Dec. 2010) Total civil service affairs 4,947 5, Total required documents (Dec. 2010) Total required documents 14, % merged/abolished 17,251 2, % reduced 12

14 7) Innovation #4 Cooperative partnerships Ⅰ. Innovation in Administration Management Diversify the ways to access civil services through cooperative partnerships Partnerships with Private Portal Partnerships with credit card companies 13

15 Ⅰ. Innovation in Administration Management 8) Results from innovations Number of services Accomplished making all possible civil services available online based on a phased promotion plan. Civil services appliable on online Civil services issuable on online Over 3,000 1,820 1, ,

16 8) Results from innovations - Growth in users Ⅰ. Innovation in Administration Management (Unit: 1,000 persons) 7,000 6,000 Over 7 million 5,000 4,000 3,585 4,926 3,000 2,000 1,000 1, Year

17 Ⅰ. Innovation in Administration Management 8) Results from innovations Increase of the online application Number of off-line applications Number of on-line applications (including ones from the automatic machine) 66.5 % The on-line application is increasing. Off-line one is on the decrease % 51.7 % 33.5 %

18 Ⅰ. Innovation in Administration Management 9) Awards and accomplishments UN Public Service Award, 2011 Awarded No.1 in 2011 regulation reformer selected by Korean people Prime Minister s office Awarded No. 1 in customer satisfaction Index by Sports Chosun, 2010 Hit Product Certification by Sports Seoul,

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

20 Ⅱ. Introduction of New Ideas Work to be done with any family move in Korea Before Need to visit 8 agencies on average Education Center Civil center Address change cityhall Tax office School transfer Car registration Labor office Change the business registration Veterans office Bank Post office Address change Address change Address change Address change 19

21 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. 20

22 Ⅱ. Introduction of New Ideas How can We improve our civil service? One-step? Easier to access? Convenient to use? [Public officer] 21

23 Ⅱ. Introduction of New Ideas Work to be done with any family move All move-related services are now online one-step-package services. Now Tax office Education Center Change the business registration Veterans office School transfer Civil center Automatically forwarded to various agencies. Address change Bank Address change Address change Post office Address change 22

24 Ⅱ. Introduction of New Ideas Korea s new and improved service Provide one-step-package services for various lifetime events(20 areas). Study abroad Army service Graduation Entering school Adult Education Childcare Emigration Marriage Move Starting business Childbirth Job-seeking Name Change A Korean s lifecycle Volunteer Retirement (unemployment) Health Pension plan Death Birth Age 23

25 Ⅱ. Introduction of New Ideas Examples of customized one-step-package services Major services Move Disabled Welfare Childbirth/care 20 areas 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. Household Registration Moving-in Notification Livelihood Protection Benefits Vehicle License Plate Family Relation Certificate 414 services 24

26 Ⅱ. Introduction of New Ideas Korea s new service through smartphone So far, 10 services are provided via smartphone. 40 kinds of services will be provided by late Civil services at the tips of your fingers! Applications Web Users Minwon 24 Engaged agencies 25

27 Ⅱ. Introduction of New Ideas 1) Broadcast reports Whenever, wherever with your smart phone, aired on SBS, November 29,

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

29 Ⅲ. Equity in Services 1) Background Minwon24 is for everyone those who are underserved in civil services for social changes such as entering a multi-cultural or aged society. Disabled Website for the disabled Multi-cultural family services Naturalized Koreans Foreign language services Remote support service Foreigners Elderly 28

30 Ⅲ. Equity in Services 2) Services for the disabled Audio service for the visually impaired Hear the contents of the website access services through voice recognition. Before After 29

31 Ⅲ. Equity in Services 2) Services for the disabled An exclusive website disabled-friendly website Description 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. 30

32 Ⅲ. Equity in Services 2) Services for the disabled Recognition from relevant organizations Korea Blind Union, 2006 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. 31

33 Ⅲ. Equity in Services 3) Foreign language services Some civil service guide and application services in five foreign languages Chinese Japanese English Vietnamese Thai 32

34 Ⅲ. Equity in Services 5) Remote support service For less-connected groups such as the elderly who have difficulties using the Internet. User-service Representative User [A user-service representative is helping a user by connecting the user s computer] 33

35 Ⅲ. Equity in Services 6) User interview Ha-cheol Shin, visually impaired Hisige, from Mongolia Through the widget for the disabled, I can find desired services more easily than before I had to visit an immigration office to extend my stay. But now, I can do it on the Internet. It is quite convenient (Today s Live on SBS TV, Oct. 2010) 34

36 Ⅳ. Expected results

37 Ⅳ. Expected results 1) Expected result by the users 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) 36

38 Ⅳ. Expected results 2) Expected result in terms of the administration 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) 37

39 Ⅳ. Expected results 3) Expected social effects Expected results Eliminating inconveniences and improving user satisfaction with civil service. Enhancing national competitiveness through user-oriented online services. Reducing paper documents and traffic. Expected Economic benefits Reduce social expenses by about 600 million dollars per year. 38

40 THANK YOU! For further information Lee, SeokTae