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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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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 (data.go.kr) 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

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