Servicios en línea y Gobierno 3.0 en la República de Corea


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Presentación de Lee, In Jae, Director General de Administración de Políticas. Ministerio de Seguridad y Administración Pública de Corea, en el WorkShop APEC 2013 "Government-to Citizens Service Channels"

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  • Good afternoon ladies and gentlemen! My name is Lee, In Jae, director –general of System Policy bureau in the Ministry of Security and Public Administration, South Korea. I am very honored to be here at this APEC workshop in Chile. I am grateful for the opportunity to introduce you to the Korean on-line civil services portal and process, and Government 3.0, a new government operation paradigm for 박근혜 new administration
  • The presentation will proceed in the following order: Overview of Minwon 24, online civil service portal, Equity in Services it pursues and its achievements and Success Factors Secondly, why and what is government 3.0 in Korea, and what would be achievements we have planned.
  • First, let’s see online civil service portal, Minwon 24.
  • Before we start, let me show you a 3-minute video clip. It was made a couple of years ago. So there will be some updates in my presentation 건설비 약 $ 60 mil. 240 local gov’ts 와 414 public agencies 연결됨
  • Here we start with an overview.
  • This is a conceptual diagram of online civil service s . Minwon 24 is an integrated management website in which 5,000 documents flow. In that portal, without visiting agencies, users can get guidance how to proceed civil affairs, and they can apply and notify required civil affairs, and get issued necessary documents at home. Application => process ing => Issuance ( 신청 ) ( 처리 ) ( 발급 ) Guidance, application, notification, issuance. 행공망 (414 기관 ) + 각 기관별 신청 (300)
  • Here is an example. Case of the issuance of a Household Resident Register Copy. In Korea, this is the most frequently issued service about 100 million are issued every year Before the online service, users had to undergo many processes until they received the document. They had to visit the public office, apply for the service, pay the fee, receive the document, and submit the document. However, after the online service started, the Register Copy can be issued at home immediately.
  • Another example of family move, a recently-established advanced service. On average, one Korean household move once every 4 years and 8 months. There are about 5.2 million family move notification for a year. When people move inside Korea, They must visit many administrative agencies to treat civil affairs. For example, they need to go to local education centers for their child to change the schools. Now it worked by accessing the portal. Likewise, they don’t have to visit tax office, the district community center, and City Hall, etc. One click application proceed all the civil affairs to related agencies.
  • Furthermore, Minwon 24 portal aims to provide one-stop-package services for various lifetime events: Birth, name change, job-seeking, marriage, childcare, and education etc. Some of them are being served presently and the others will have been established continuously. We aims to customize a shortcut for every lifetime events.
  • We also initiated smart phone services. Through Minswon 24 App, 34 kinds of smart phone services are currently provided and number of the services will increase. Print 가 필요한 문서 , 보안문제 있는 문서들은 제외 . 모바일 특성상 간단한 날짜 , 숫자 등 결과 값이 나타나는 서비스 위주
  • This part is about the efforts to improve information literacy of socially and regionally vulnerable groups.
  • The information and communication – vulnerable groups are the disabled, foreigners, naturalized Koreans, and the elderly. With the portal, the social minorities can also conveniently use our civil services.
  • For example, the visually challenged people can get the services using the 'audio' service through voice recognition program in PCs. Likewise, the Portal provides a website for the disabled only. Services such as issuance of disability certificates, packaged services in their daily lives, etc. Therefore, through the widget/app for the disabled, visually challenged people can find desired services more easily than before. 시력약자 큰글씨 , 장애인 PC 에 프로그램 설치하면 , 글씨를 읽어준다 . 모두 보완적인 서비스임 ( 장애인 협회에서 감사장 )
  • The services such as certificate of nationality acquisition which are frequently used by multi-cultural families and foreigners in Korea are provided n foreign languages. Currently, the service is offered in Chinese, English, Indonesian, Japanese, Mongolian, Thai and Vietnamese. In order to extend the stay in Korea, for example, international visitors can do it on the internet without visit to immigration office. 안내는 전체가 가능 , 신청은 수요가 높은 9 종 가능
  • The remote support service is provided for less-connected groups such as the elderly. As you can see, the user-service assistant helps the elderly to apply for a civil service. LG CNS 에서 help desk 운영 ( 약 20 명 ) 절차 : 원격지원을 신청하면 helper 가 OK 하고 지원
  • At this part, I will introduce the benefits, no. of users’ growth, and how much Minwon24 has gotten recognition domestically and internationally.
  • For users, first, the time required for a civil service has been reduced from 30 minutes or more to 1 minute. In addition, the transportation expenses needed for visiting a government agency can be saved and many online services are provided free. For administration, secondly, administrators can save more than 10 minutes in which they treat the visitors. Overall, about 60 million dollars are saved annually. In addition, CO2 emissions can be reduced by about 82,000 tons per year which equals 6.8 million trees.
  • The uses of online civil services have reached 10 million users, which is about 50% of economically active population in Korea. Online applications have reached over 124 million at the end of 2012. The graphs shows a very rapid increase.
  • Our online civil service portal has won many awards. In 2011, we received an UN PSA Award and it also was selected No. 1 Regulation Reformer by the Korean people. In addition, it was awarded No. 1 in the Customer Satisfaction Index field in 2010.
  • Given the Korea’s ceaseless efforts such as Minwon 24 that I am presenting, Korea ranked first place in the UN e-Government Survey consecutively for 2010 and 2012. It was so both in e-government development index and online participation index.
  • Korea has been contributing to international cooperation actively. For example, we have established 22 G2G cooperation frameworks from signing MOUs to organizing cooperative committees. To implemented joint projects, Korea has dispatched experts and done diverse consulting for partner-countries.
  • Then, what are success factors? I will explain them in the context of Korean e-government in general.
  • First is the strong leadership. Since early 1980s, strong will and support from the President and high-level government officials made possible effective strategic implementation and prioritization of e-gov projects such as Minwon 24 portal. Sustained investment in e-gov budget is the second factor. Every year, Korea invested 1%(US$ 3 billion) of national total budget in this arena and efficiently utilized I/C Promotion Fund to build e-government.
  • Third, effective IT governance worked in Korea. Korea established supervisory committees directly under the President or Prime Minister for effective coordination and management of all IT resources. In addition, appropriate legislative support was essential environment to IT industry and e-government. Fourth, sustained change management of public officers and ardent IT training programs made it possible that public officers overcame the fear of workforce reduction and resistance in using information systems.
  • Fifth is technology support. Korea utilized specialized IT technical support agencies such as NIA, KISA, etc. In addition, close collaboration between government and experienced SI companies and solution vendors made possible practical technologies such as GIS and LBS. Finally, dynamism and creativity of Korean people is important resource. Active inception of new IT technologies and devices such as smart phones was significantly influenced by national characteristics that prefers new things and fast things. Online civil service portal Minwon 24 which I have presented so for is one of the best practices of Korean e-government. Next, we wil lsee Korean Government 3.0!
  • Now I would like to introduce Government 3.0 in Korea. With the inauguration of the 박근혜 Administration in February this year, the Korean government has placed happiness of our citizens as the top priority. We are striving to achieve this goal by providing services that first reaches out to its people. In order to realized this, the Korean government currently promotes Government 3.0, a new paradigm for government operation based on openness, sharing, communication and collaboration.
  • Now, I am going to talk to you about the purpose of introducing Gov’t 3.0 and explain the initiative in detail. I will conclude with our strategies and goals to be achieved. Then, why did we start government 3.0? First, I will briefly explain the background for pursuing Gov’t 3.0.
  • Since the 1970’s, the Republic of Korea has achieved rapid economic growth. In 2009, Korea acceded to the OECD-DAC, becoming the first country in the world to transform from a recipient to a donor country. Our country is recognized for accomplishing both industrialization and democracy at the same time. DAC(dev. Aid committee. 개발원조위원회 ) OECD23 개국과 EU 27 개국 , 즉 , 50 개 국으로 구성되어 ODA 를 협의하는 위원회 .
  • However, in recent years, there have been many emerging social problems in Korea. Domestically, economic inequality, low birth rate, aging society. And internationally, global recession and threats from North Korea are some of the factors that make growth difficult.
  • In this context, the Korean government is actively exploring ways to overcome such challenges, such as how to secure growth engines and find solutions that can make our people happier and more prosperous. As a result, Government 3.0 was established as a new paradigm for the operation of government.
  • Now. I will explain in detail about Gov’t 3.0.
  • Government 3.0 is a new paradigm for government operation to promote active sharing of public information and removal of barriers existing among government ministries for better collaboration. The ultimate goal is to secure the driving force for national administration and to provide tailored services to individual citizens, and at the same time, generating more jobs and supporting creative economy . This may not be easy for you to understand. Therefore For better understanding of this concept, I will show you some slides to assist your understanding by comparing Government 3.0 with Government 2.0 and Government 1.0.
  • If we make distinctions of the paradigms of government operation between 1.0, 2.0 and 3.0, Government 1.0 places the efficiency of government as the core value, providing one-way service delivery and requiring citizens to make personal visits to various administrative offices. As for Government 2.0, democracy was a critical element, putting citizens at the center of the initiative. Although restricted, disclosure of information and citizen participation were carried out. This lead to the introduction of public services based on the two-way communication, and the internet plays a role in connecting the government with citizens. In Government 3.0, administration services will be individual citizen-oriented and provided in advance. When a citizen contact the government office just once, all the information about the citizen will be shared among agencies and different services available for the citizen will be provided. It is a way of providing customized services through opening, sharing, communication and collaboration. Service framework will be upgraded to fit mobile and smart infrastructure.
  • Now I would like to talk about the goals and strategies of Gov’t 3.0. and the advantages of realizing it.
  • The core values of Government 3.0 are to open, share, communicate and collaborate. Through this we are aiming to realize more transparent and competent government for the pursuit of prosperous society and the happiness of the people. This is the vision of Government 3.0.
  • There are three strategies in Government 3.0 ; a transparent government, a competent government and a service-oriented government. These strategies begin with the sharing of public information. The Korean government endeavors to disclose all information to guarantee the people’s right to know and to create diverse communication channels for citizen participation in the administrative processes. Moreover, we strive to strengthen national administrative capacity with interagency collaboration, provide more customized services, and generate more jobs through sharing public information. As shown on this slide, there are several tasks under these three strategies. I will explain each task briefly .  
  • First, people’s right to know is guaranteed by disclosing all public information in advance with the exception for information subject to non-disclosure for the reason of national security and privacy. Relevant laws are already revised or under revision to promote this.
  • Second, with better access to public information, the private sector and individual citizens can utilize such information to contribute to job creation and economic prosperity. For example, a high school student developed a smart phone application to inform the arrival time of buses by using public information on transportation. In addition, a system displaying the arrival times has been established at every bus stop to inform citizens, bringing more convenience to using public transportation. As you know, such practices of using public information can also lead to new business opportunities. To promote this, the Korean government plans to expand the scope of sharing information first with high level of demand by the private sector and significant economic impact. A unified channel for information disclosure will be available through a single online portal for user convenience.
  • Third, we plan to increase communication channels to ensure citizen participation in the entire policy process. This will give citizens more opportunities to engage in discussions and give feedback on policy development.
  • Fourth, our goal is to provide more customized, citizen-centric services by eliminating barriers among government ministries and information sharing.
  • Fifth, we are making every effort to improve various government operation systems to promote interagency collaboration and communication. We will also establish cloud computing and communication systems. In terms of government organizations, personnel, budget and evaluation, we aim to improve the operation for the active opening, sharing, communicating and collaborating efforts among government ministries.
  • Sixth, there are many cases where considerable amount of government data are not being utilized effectively. In the future, a system will be built to enable more systematic use of big data for better decision making in policy development. Big Data : High volume data that requires new methods of management and analysis due to its different forms and high speed in generating information. 3 characteristics – big volume, high velocity, variety
  • Seventh, I am sure you have frequently heard of customized and one-stop services. The Korean government aims to provide specialized, tailored services by analyzing the lifecycle and types of citizens. The purpose of this plan is to allow citizens to receive different public services all at once through the information shared among administrative agencies. For example, in the past, a recipient of basic livelihood allowance had to visit many administrative agencies to apply and use related services and benefits. However, in the future, one agency will take charge of informing relevant services to the applicant, who only needs to make just one request. And that agency provides all services to the applicant using the information sharing system of administrative agencies.  
  • Eighth, The one-stop service can be applied not only to individual citizens but also to businesses. The Korean government is planning to establish an integrated support system to facilitate small and medium sized businesses and also to improve policies to reduce the inconveniences of these businesses.
  • Ninth, Government 3.0 is based on e-government. With the development of informatization, the Korean government will make continuous efforts to minimize digital divide through community service centers especially in remote rural areas and enhance web accessibility for the disabled and senior citizens. This concludes my introduction about Korea’s Gov’t 3.0. initiative here.
  • This concludes my presentation on both online civil services and Korea’s Government 3.0 initiative. I believe that Minwon 24 and Government 3.0 are practical models for enhancing public service delivery through a whole-of-government cooperation framework based on information technology applied across the government. Thank you for your attention.
  • Servicios en línea y Gobierno 3.0 en la República de Corea

    1. 1. SEP 5 6, 2013∼SEP 5 6, 2013∼ APEC Workshop in Santiago, ChileAPEC Workshop in Santiago, Chile
    2. 2. 1. Why Government 3.0? 2. What is Government 3.0? 3. Expected Results through Government 3.0 1. Overview 2. Equity in Services 3. Achievements 4. Success Factors Minwon 24, On-line Civil Service Portal Government 3.0
    3. 3. Minwon24
    4. 4. 2. Equity in Services 3. Achievements 4. Success Factors
    5. 5. Conceptual Diagram One-stop online services (paperless green services) Minwon 24 (G4C: Government for Citizen)Users Natives Foreigners Multi- browser platform Internet Explorer Firefox Safari Corporations Disabled Integrated management of civil service affairs Application IssuanceProcessing Public Information Sharing Center Civil service application systems Public officers Central government Local governments Private agency Organizations for public interest Apply for the service Receive the document Immediately ※ Total : 5,000 documents ( guide : all 5,000 / application : 3,000 / issuance : 1,200) 1 / 33
    6. 6. Example 1 Case of the issuance of a Household Resident Register Copy (Most frequently issued service, more than 100 million issues every year ) Before After User Public Office Related Agency 1.visit 4. Receive the document 5. Submit the document User Forward the document Apply for the service 2.Apply for the service Related Agency User 4 Steps reduction3. Pay the fee Only One Step ! 2 / 33
    7. 7. Example 2 Case of Family Move: No visit, No rush! Before After User Forward the document Apply for the service Related Agencies Need to visit 8 administrative agencies on average Only One Step ! 3 / 33
    8. 8. 0 6 19 25 35 6017 A Korean’s lifecycle 12 Age AdultEntering 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-stop-shop services for various lifetime events Lifetime Services 4 / 33
    9. 9. 34 services are provided via smart phones Service through Smart phone Applications Web UsersUsers Engaged agencies 5 / 33
    10. 10. 3. Achievements 4. Success Factors
    11. 11. Underserved Groups For those who are underserved for social changes such as entering a multi-cultural or agied society Remote support service Website for the disabled Multi-cultural family services Foreign language services Disabled Naturalized Koreans ElderlyForeigners 6 / 33
    12. 12. Example 1 : Audio Service for the Visually Impaired Hear the contents of the services through voice recognition program Before After 7 / 33
    13. 13. Example 2 : Foreign Language Services Chinese Japanese VietnameseThaiEnglish Indonesian Mongolian Civil service guide and some application sevices in SEVEN foreign landuages 8 / 33
    14. 14. Example 3 : Remote Support Service For less-connected groups such as the elderly who have difficulties in using the internet [helping a user by connecting the computers] The agedThe aged User-service Representative User-service Representative 9 / 33
    15. 15. 4. Success Factors
    16. 16. Benefits Time required Visiting 30 minutes Minwon24 (Online) 1 minute Time required Visiting 10 minutes in treatment Minwon24 (Online) None (whole process is done online) Reduce $60 million per year Reduce CO2 emissions by 82,000 tons per year 2. Administration 1. Users 3. Society (equals 6.8 million trees) 10 / 33
    17. 17. Growth Trend Users Online applications (Unit: 1,000 persons) 5,000 4,000 3,000 2,000 1,000 6,000 7,000 (Unit: 1,000 apps.) 80,000 90,000 1,444 14,189 66,217 88,716 100,200 70,000 50,000 40,000 20,000 10,000 60,000 30,000 Year 2002 2005 2008 2010 2011 130 1,042 3,385 7,253 9,210 Year 8,000 10,000 120,000 2012 9,000 10,670 100,000 110,000 124,500 2002 2005 2008 2010 2011 2012 11 / 33
    18. 18. Awards UN Public Service Award, 2011 Regulation Reformer2011, selected by Korean people Hit Product Certification by Sports Seoul, 2010 Hit Product Certification by Sports Seoul, 2010 Awarded No. 1 Customer Satisfaction Index by Sports Chosun, 2010 Awarded No. 1 Customer Satisfaction Index by Sports Chosun, 2010 12 / 33
    19. 19. Korea’s Ranking in UN e-Government Survey 13 / 33
    20. 20. e-Government Cooperation MOUs International Cooperation 14 / 33
    21. 21. Key Success Factors ① Strong Leadership and Strategic Approach ② Sustained Investment in e-Government Budget 15 / 33
    22. 22. ④ Change Management of Public Officers ③ IT Governance in a Changing e-Government Environment Key Success Factors 16 / 33
    23. 23. ⑤ Technology support ⑥ Dynamism and Creativity of Korean People Key Success Factors 17 / 33
    24. 24. 2. What is Government 3.0 3. Expected Results through Government 3.0
    25. 25. Miracle of the Han River, Great Achievements Transformation from agricultural to industrial society World’s 9 nation to reach US$1 trillion in trade World’s 7 nation to joined the G20-50 Clubs World’s 1 nation to become a donor country from a recipient country th th st 18 / 33
    26. 26. Downsides of Rapid Growth & Changing Environment Emerging social problems - economic inequality, polarization, low birth rate and aging society, etc. Global challenges - weakening Yen, Europe’s recession, etc. Limitations in growth under existing paradigm of industrial society 19 / 33
    27. 27. Challenges Ahead To overcome the trends of polarization, low birth rate and aging population To promote cultural enrichment To implement continued national development strategies and search for new engines of growth 20 / 33
    28. 28. 3. Expected Results through Government 3.0
    29. 29. What is Government 3.0? A New Paradigm for Government Operation - promote active sharing of public information The Ultimate Goal - provide tailored services to individual citizens - secure the driving force for national administration - generate more jobs and support creative economy - remove barriers existing among government ministries for better collaboration 21 / 33
    30. 30. Paradigm Shift on Government Operation Extended Democracy Two-way, tailored Mobile internet Smart phone 22 / 33
    31. 31. Provision of Tailored Services Creation of Jobs and New Growth Engines 23 / 33
    32. 32. Transparent Government • Information disclosure • Active civil use of public data • Strengthening of public-private governance • Removal of barriers among ministries • Improvement of government operation • Scientific administration with use of big data Competent Government Service-oriented Government • Integrated provision of tailored services • Strengthening one-stop services for Biz • Improved services for the information poor Strategy 1 Strategy 3Strategy 2 24 / 33
    33. 33. 1. Guarantee Right to Know through Information Disclosure ☞ Information Disclosure of Public Agencies Act (revised in June 2013) Disclosure of all information and related processes (exception) information related to national security and - mandatory disclosure of original documents personal information - ministerial committees, investment agencies and auxiliary agencies Expanded scope of agencies subject to information disclosure 25 / 33
    34. 34. [ Smart phone App ] [ Bus Stop LED Displays ] A single portal for public data ( 2. Business and Personal Use of Public Data - data standardization and quality control 26 / 33
    35. 35. 3. Strengthening of Public-Private Governance - operation of Citizen Proposal Center Online public-private collaboration platform Substantiation of public hearings system - use of collective intelligence for large-scale national projects and policies Greater citizen participation and multi-channels of communication 27 / 33
    36. 36. 4. Eliminating Barriers among Government Ministries Cooperative T/Fs among ministries e.g.) integrated ODA e.g.) integrated food safety information network : information sharing among Ministry of Food and Drug Safety, Ministry of Agriculture and Food, local governments, and Customs Service Coordination of tasks with conflicting issues among ministries Collaboration through information sharing and system connections e.g.) multiculturalism policy implementation 28 / 33
    37. 37. 5. Improving Government Operation System Improving systems on organizations, personnel, budget and evaluation A system to support whole-of-government-level collaboration - conversion of Gov’t Integrated Data Center to cloud computing center - a whole-of-government quota system, expansion of personnel exchanges among central and local governments and private sector - granting of budget coordination right to collaboration taskforce, evaluating collaboration performances - integration of government communication and knowledge management systems 29 / 33
    38. 38. 6. Scientific Administration using Big Data A common base infrastructure for whole-of-government big data To deal with national issues and assist formulating future strategies by identifying future trends, advanced projection on crisis Scientific policy development with analysis of public and private information - 21 pilot projects carried out in 6 areas, including public safety and welfare 30 / 33
    39. 39. 7. Integrated Provision of Tailored Services Tailored Services by lifecycle and recipient types e.g.) application for childcare allowance through integrated system of relevant ministries of Welfare, Employment and labor, etc Provision of integrated civil affairs information for daily living Response to inconveniences of citizens through integrated system e.g.) integrated provision of benefits for disaster victims including tax exemptions (Tax Service), reduction on telephone bills (telecom companies) and electricity bills (Korea Electricity Corp.), etc. 31 / 33
    40. 40. 8. Strengthening One-Stop Service for Businesses Customized one-stop support system for businesses - establishment of integrated systems to support SMEs - creation of one-stop Permit Division in local governments System improvement for handling civil affairs for start-up businesses and companies 32 / 33
    41. 41. 9. Improved Service Access for the Information Poor Enhancing web accessibility for the disabled persons and senior citizens Transforming local community service centers into welfare hub - provide on-stop welfare services by single request - report on living conditions of disadvantaged groups through collaboration between community centers and post offices - standardization of web access, provision of auxiliary equipment for sightless and hard-listening people, etc. 33 / 33