『 e-people 』 is a single online portal system unifying complaints/proposal/policy discussion...
TRANSCRIPT
『『 e-Peoplee-People 』』 isisA single online portal system unifying complaints/proposal/policy discussion handling of all central government agencies, municipalities, public organizations and Korean legations overseas
www.epeople.go.krwww.epeople.go.kr
e-People e-People
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Presentation orderPresentation order
Background Background
Outline Outline
Merits Merits
Construction process Construction process
Operation status Operation status
Achievements Achievements
People’s online portal
- No more confusion in finding the right agency
- Public demand for higher satisfaction- Cooperation needed among gov’t ministries
Complaints/Proposalsone-stop service
Complaints/Proposalsone-stop service More efficient complaint handling More efficient complaint handling
1. Background1. Background
(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 1/22. Outline 1/2
Results notification
Satisfaction Assessment/Request for additional answer
Review/Decision
Automatic classification
Civil Petition Civil Proposal
e-forume-hearing e-survey
42 Central administrative org.
Office of president
144 embassies & legations
14 public Institutions
246 Local Autonomous bodies
Homepage
Civil PetitionService
Civil ProposalService
Policy Discussion
Corruption Reporting Service
AdministrativeAppeals
2. Outline 2/22. Outline 2/2
Budget expenditure for system construction:
10.97 billion won
3. Construction process3. Construction process
Belated handlingBelated handling
민원당사자가 민원처리
민원당사자가 민원처리
유사민원반복 제기유사민원반복 제기
Insincere reply Insincere reply
One-Stop 처리 부재
One-Stop 처리 부재
Handling period compliance management
Handling period compliance management
국민이 기피기관 · 부서 선택 시상급기관 , 감사 담당부서 등에서 민원 처리
국민이 기피기관 · 부서 선택 시상급기관 , 감사 담당부서 등에서 민원 처리
민원신청 시 유사한 처리사례를자동제공 ⇒ 민원 제출 전 해결민원신청 시 유사한 처리사례를자동제공 ⇒ 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 몰라도최적의 기관으로 온라인 분류어느기관에 신청할 지 몰라도최적의 기관으로 온라인 분류
이리가라저리가라이리가라저리가라
유사한 민원의처리사례 찾기 어려움
유사한 민원의처리사례 찾기 어려움
공무원비리 등민원 신청 시
당사자 배정 . 처리
공무원비리 등민원 신청 시
당사자 배정 . 처리
No way to resolve dissatisfaction
No way to resolve dissatisfaction
No managementNo management
Petition related officialtakes the case
Petition related officialtakes 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 serviceNO one-stop service Don’t know where to goDon’t know where to go Classify petitions for the right agency Classify petitions for the right agency
Repetitive similar complaints
Repetitive similar complaints Hard to find similar casesHard to find similar cases Automatically show similar case handling
⇒ Resolve petition before filingAutomatically show similar case handling
⇒ Resolve petition before filing
4. e-People merits 1/24. e-People merits 1/2
60-year long problems tackled from the public perspective 60-year long problems tackled from the public perspective
ProblemProblem Past practice Past practice e-Peoplee-People
4. e-People merits 1/24. e-People merits 1/2
If you want to avoid a specific agency or division where the concerned official works, click “unwanted.”
If you want to avoid a specific agency or division where the concerned official works, click “unwanted.”
Choose unwanted agency or division Choose unwanted agency or division
Bleated handlingBleated handling
Petition related official takes the case
Petition related official takes the case
Repetitive similar complaints
Repetitive similar complaints
불성실한답변
불성실한답변
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 Classify petitions for the right agency Don’t know where to goDon’t know where to go
Hard to find similar casesHard to find similar cases
Petition related official takes the case
Petition related official takes the case
민원인 불만 해소방안 없음
민원인 불만 해소방안 없음
No managementNo 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 replyInsincere reply
4. e-People merits 1/24. e-People merits 1/2
ProblemProblem Past practice Past practice e-Peoplee-People
60-year long problems tackled from the public perspective 60-year long problems tackled from the public perspective
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
1st satisfaction evaluation
Additional reply for unsatisfied area
2nd 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 resolved not resolved
Very satisfied satisfied average
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 1/24. e-People merits 1/2
Complaints involving multi agencies
Complaints involving multi agencies
Same complaint filed with multi agencies
Same complaint filed with multi agencies
부서별 민원처리실태평가부서별 민원
처리실태평가
Frequent complaintsFrequent complaints
이송 · 이첩이송 · 이첩
Real time on-line cooperationReal time on-line cooperation
Automatically discern ⇒ Handle as a single case Automatically discern ⇒ Handle as a single case
시스템으로 자동 평가 가능시스템으로 자동 평가 가능
Auto search by legislation ⇒ Propose institutional improvement
Auto search by legislation ⇒ Propose institutional improvement
온라인 실시간 이송 · 이첩온라인 실시간 이송 · 이첩우편 [1 주일소요 ]우편 [1 주일소요 ]
불가능불가능
Not distinguished⇒ Handle each
Not distinguished⇒ Handle each
Difficult to distinguishDifficult to distinguish
Cooperation based on documents
Cooperation based on documents
Complaint handling evaluation
Complaint handling evaluation Not possibleNot possible Automatic evaluation Automatic evaluation
Transfer · referralTransfer · referral Postal mail (1 week)Postal mail (1 week) Real time on-line transfer· referralReal time on-line transfer· referral
4. e-People merits 2/24. e-People merits 2/2
Past practice Past practice e-Peoplee-People
From the perspective of administrative agencies From the perspective of administrative agencies
ProblemProblem
AreaArea
Points
Points
Indicator
Indicator
Ⅰ. Effort to improve petition
satisfaction
Ⅰ. Effort to improve petition
satisfaction
Ⅱ. A/S for unsatisfactory
petition
Ⅱ. A/S for unsatisfactory
petition
Ⅲ. Sincerity in petition
handling
Ⅲ. Sincerity in petition
handling
Ⅳ. Effort to reduce petition
Ⅳ. Effort to reduce petition
Ⅴ. Facilitation of petition
service
Ⅴ. Facilitation of petition
service
3030
1. How satisfaction improved
2. Additional reply rate
1. How satisfaction improved
2. Additional reply rate
2020 2020 1515 1515
1. 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 2/24. e-People merits 2/2
Petition handling evaluation Petition handling evaluation
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 complaintsFrequent complaints
Transfer · referralTransfer · referral
Real time on-line cooperation Real time on-line cooperation
Automatically discern ⇒ Handle as a single caseAutomatically discern ⇒ Handle as a single case
Automatic evaluation Automatic evaluation
Auto search by legislation⇒ Propose institutional improvement
Auto search by legislation⇒ Propose institutional improvement
Real time on-line transfer· referral Real time on-line transfer· referral Postal mail (1 week)Postal mail (1 week)
Not possibleNot possible
Not distinguished⇒ Handle each
Not distinguished⇒ Handle each
Difficult to distinguishDifficult to distinguish
Cooperation based on documents
Cooperation based on documents
4. e-People merits 2/24. e-People merits 2/2
Past practice Past practice e-Peoplee-People
From the perspective of administrative agencies From the perspective of administrative agencies
ProblemProblem
No. of daily visitors on average: 58,279
Overseas hit on a daily basis: 958
Status of hit from overseasStatus of hit from overseas
Status of system utilizationStatus of system utilization
Policy discussion Policy discussion (MOPAS)(MOPAS)
62320057,851623,43420082008
59920340,879556,53220072007
e-hearinge-hearinge-forume-forum
Civil Proposal Civil Proposal (Complaints info (Complaints info analysis center)analysis center)
ComplaintsComplaints(e-People Div.)(e-People Div.)
31131136,419341,98111stst half of 2009 half of 2009
(Daily average08/09)(Daily average08/09) 158 / 2011,703 / 1,889
Status of work handled by e-PeopleStatus of work handled by e-People
6,567
Canada
5,37012,46731,50548,404145,80420072007
Australia JapanU.SChinaTotal hit
13,874 11,55019,999151,05871,086339,008
41,491
Others
71,441
11,642 14,38418,496231,694100,132466,798 90,450
20082008
11stst half of 2009 half of 2009
5. Operation status5. Operation status
(2008.6.15 ~ 2010.4.15)(2008.6.15 ~ 2010.4.15)
5. Operation status (foreigner service)5. Operation status (foreigner service)
Complaint receipt by country Complaint receipt by country
Major petitions by area Major petitions by area
U.S. Canada Pakistan China Korea U.K. India Japan Philippines Others U.S. Canada Pakistan China Korea U.K. India Japan Philippines Others
TotalTotal
Legal affairsLegal affairsLaborLabor
EducationEducation
OthersOthers
Civil/criminal case
Civil/criminal case
AreaArea Major petitionsMajor petitions
Visa extension/rejection, passport, naturalization procedure/objectionVisa extension/rejection, passport, naturalization procedure/objectionDelayed wage payment, unfair labor practiceDelayed wage payment, unfair labor practice
Qualification of foreign instructors /dentists with a diploma acquired in a foreign country 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 Civil and criminal accusation procedures, legislation on security checks for exit and entry
International marriage counseling, proposed new airport shuttle routesInternational marriage counseling, proposed new airport shuttle routes
5. Operation status (foreigner service)5. Operation status (foreigner service)
45.9%45.9%
52.2%52.2%
44,78744,787
171,456 cases171,456 cases
21,49121,491
30,32530,325 casescases
Complex petitionComplex petition14.414.4 daysdays
7.8 days7.8 days
8.88.8 daysdays
6.36.3 daysdays6.36.3 daysdays
General petitionGeneral petition
90.4%90.4%
95.4%95.4%
30.0%
45.9%
52.2% 51.2% 52.2%
30.9%
54.0%
36.8%32.3% 32.3%
SatisfiedSatisfied
Unsatisfied
Unsatisfied
6. Achievements 1/46. Achievements 1/4
SatisfactionSatisfaction On-line referralOn-line referral
Average handling
time
Average handling
time
Repetitive complains Repetitive complains
Handling time
compliance
Handling time
compliance
Changes in satisfactionChanges in satisfaction
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 2/46. Achievements 2/4
Petition service of central government agencies Petition service of central government agencies
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 3/46. Achievements 3/4
■ Outcome Petition prevention: 4,047 cases withdrawn from filing (’09.5~’10. 3.) Information materials from private web portals: 28,000 cases (Average daily hit: 70,000)
Automatic display of similar petitions/policy Q&A Automatic display of similar petitions/policy Q&A
6. Achievements 3/46. Achievements 3/4
Automatic display of similar petitions/policy Q&A Automatic display of similar petitions/policy Q&A
02 Similar case check
02 Similar case check
Please determine petition filing after reading the following case.Please determine petition filing after reading the following case.
e-People
Website of each ministry
Petition/policy Q&A by ministry 28,000 cases
Private web portals
Petitioner
6. Achievements 3/46. Achievements 3/4
■ Outcome Petition prevention: 4,047 cases withdrawn from filing (’09.5~’10. 3.) Information materials from private web portals: 28,000 cases (Average daily hit: 70,000)
Private web portal linkage system Private web portal linkage system
[Gov’t ministry]Frequent petitions
[Gov’t ministry]New policy
implementation
Private web portal linkage system Private web portal linkage system
6. Achievements 3/46. Achievements 3/4
■ Outcome Petition prevention: 4,047 cases withdrawn from filing (’09.5~’10. 3.) 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 3/46. Achievements 3/4
Automatic display of similar petitions/policy Q&A
Automatic display of similar petitions/policy Q&A
Private web portal linkage Private web portal linkage
e-People- petitions- proposals
Relevant data- agency website
- legislation info- related sites
Post manageme
nt
Legal/institutional improvement
Database building
Outside:
Gov’t
agencies
Inside: ACRC
Feedback
■ 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 4/46. Achievements 4/4
Collect petition informationCollect petition information
Analyze petition informationAnalyze petition information
Provide / manage informationProvide / manage information
Knowledge
Knowledge
ProvisionProvision
Voice of the public policy feedback systemVoice of the public policy feedback system