『 e-People 』 is A single online portal system unifying complaints/proposal/policy discussion...

『『 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

http://www.mw.go.kr/front/main.jsp

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


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


⇒ 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 managementNo management

Petition related officialtakes the case

Petition related officialtakes 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


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





불성실한답변

불성실한답변

No one-stop service

No one-stop service



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



민원인 불만 해소방안 없음

민원인 불만 해소방안 없음

No managementNo management Request additional reply for

dissatisfactory handling ⇒ Reassess service satisfaction


⇒ Reassess service satisfaction



Insincere replyInsincere reply


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


Complaints involving 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


Difficult to distinguishDifficult to distinguish

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


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


2020 2020 1515 1515


2. Effort to improve unsatisfactory petition


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


Petition handling evaluation Petition 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



Difficult to distinguishDifficult to distinguish




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)


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


■ 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


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



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



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


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


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

『 e-People 』 is A single online portal system unifying complaints/proposal/policy discussion...

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