e-Government Korea - United...

e-Government of Korea

Best Practices

Table of Contents

04 I. e-Government of Korea

12 II. e-Government Best Practices

34 III. Development Directions of

e-Government


Best Practices

e-Government Best Practices

Ie-Government of Korea

1. Introduction

2. Achievements

3. Korean e-Government Recognized by the World

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I

e-Governm

ent of Korea

4

1. Introduction

�Korea has actively pursued e-Government as a crucial means to make its

government more competitive, by leveraging the world’s best information and

communications technology (IT) including broadband Internet.

�After laying the groundwork for e-Government, including the National Basic

Information System (NBIS) computer networks in the 1980s and streamlining of

applicable laws and institutions in the 1990s, the Korean government made the

implementation of e-Government a major national agenda for the 2000s. It has

concentrated on 11 major tasks for e-Government (2001~2002) and 31 major tasks

for the e-Government roadmap (2003~2007). As a result, e-Government has

become firmly established in all areas of the Korean government.

�The Korean e-Government has produced visible results: both efficiency and

transparency of administrative work have been significantly improved;

administrative civil services have been greatly enhanced; and opportunities for

people to participate in the policy-making process have been expanded.

�Accordingly, the effectiveness of the e-Government of Korea is widely

acknowledged by the international community and various e-Government systems

are being exported to foreign countries. The 2010 UN Global E-Government

Survey shows that Korea ranked first among all the member countries, given the

highest possible scores in the categories of Online Service Index and the e-

Participation Index.

�Korea is now promoting e-Government that is focusing on utilization and

convergence by consolidating services to maximize the convenience of users and

implementing a seamless digital cooperation system connecting government

departments and agencies, in order to improve the overall quality.

I. e-Government of Korea

5

2. Achievements

1) Improvement of efficiency and transparency of administrative work

�Use of electronic documents has become standard practice, and most

administrative business such as personnel management, finance, and procurement

are being handled electronically. This greatly and innovatively enhances the overall

efficiency of government administration.

�All central administrative organizations have introduced a standardized business

process system (On-nara) to record all decision-making procedures of the

government, increasing transparency of administration significantly.

I e-Government of Korea

Stages Major Actions

- Building the National Basic Information System (NBIS)

- Act on Expansion of Dissemination and Promotion of Utilization of Information

System(1987)

- Building the foundation for high-speed information and communications and promoting

the Internet

- Enacting the Framework Act on Informatization Promotion (1995)

- Carrying out 11 major tasks for e-Government

- Enacting the Act on e-Government (2001)

- Carrying out 31 roadmap tasks for e-Government

- Laying the groundwork for linking and integrating multiple government departments

and agencies

- Establishing a Master Plan for National Informatization (2008)

- Carrying out tasks (12) for e-Government based on openness, sharing, and cooperation

e-Government Inception(mid 1980s ~ mid 1990s)

Laying the Groundwork for e-Government

(mid 1990s ~ 2000)

Launching of e-Government(2001 ~ 2002)

Diffusion of e-Government(2003 ~ 2007)

Convergence of e-Government(2008 ~ present)

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2) Provision of people and company-focused administrative services

�The age of civil service processing at home has been fully ushered in by

implementing integrated online civil service processing channels and enabling

notification, filing, and payment of taxes via the Internet.

�Various corporate activities are supported efficiently by means of a single window

for corporate support and processing of logistics, customs clearance, and trading

online.

3) Strengthening of communications with the people about governmentpolicies

�People can now participate in the government decision-making process more

easily through a single window linked to all administrative organizations that

provides comprehensive civil services and receives public suggestions.

�People can request and check a wide range of administrative information online

easily. It is possible to check national records anytime, anywhere.

4) Increased efficiency of information resource management

�The government’s integrated computing center comprehensively manages all

information systems of the government, improving its capability to respond to

system errors and security threats.

�Introduction of Enterprise Architecture (EA), which acts as a comprehensive

informatization blueprint enables systematic management of e-Government.e-Government Best Practices

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3. Korean e-Government Recognized by the World

1) Korean e-Government is evaluated as one of the world’’s best by theinternational community.Since 2003, the United Nations has provided comparative assessment reports on the

e-Government development levels of its 192 member states, in order to facilitate

and enhance global cooperation in and through e-Government and Korea ranked

first in the 2010 UN Global E-Government Survey.

Republic of Korea Rankings: UN Global e-Government Survey

Category 2005 2008 2010

UN e-Government Development Index 2010 5th 6th 1st

Online Service 0.97 (4th) 0.82 (6th) 1.00 (1st)

Telecommunication 0.69 0.64

Infrastructure0.67 (9th)

(10th) (13th)

Human capital0.97 0.98

(13th) (10th)0.99 (7th)

E-Participation Index 0.87 (4th) 0.98 (2nd) 1.00 (1st)


98

3) Many Korean e-Government systems have received awards andcitations for best practices from international organizations.

e-Governm

ent of Korea

Item Services Contents

Immigration Review United Nation’s ‘Public Service Awards’(2007)

Information ‘e-Government Special Award’by the World e-Government Forum

Network Village (2006)

Korea Online ‘e-Asia Award’by the Asia Pacific Council for Trade Facilitation

E-Procurement System and Electronic Business (AFACT) (2007)

Electronic Customs ‘WCO Trophy’by the World Customs Organization (WCO) (2006)

Clearance ‘e-Asia Award’by AFACT (2007)

e-Hanaro,

National Computing &

Information Agency, ‘First Prize in the Demonstration Area’by e-Challenge (2010)

e- Architecture

Information System

Home Tax ‘Good Practices of Electronic Tax Administration’by OECD (2006)

e-People ‘Top 10 e-Government’by the World e-Government Forum (2006)

Electronic Trade ‘World Advanced’by the APEC 2005 Report (2005)

Urgent Disaster‘Good Practices’by the Asian Conference on Disaster

Reduction (2006)

Electronic Customs ‘Good Practices of Anti-corruption’by the Global Forum on Fighting

Clearance Corruption (2003)

Korea Online ‘International Bidding Standard’of the 6th Forum of UN/CEFACT

E-Procurement System (2005)

SPi-1357‘Joint Statement’of the 13th Asia-Pacific Economic Cooperation

Small and Medium Enterprise Ministerial Meeting (2006)

Patent Application ‘Information Technology Standard’of WIPO (2006)

Patent Application ISO 20000 Certificate (2006)

Agricultural Food Safety ISO 9001 Certificate (2005)

Electronic Customs ISO 20000 Certificate (2006)

Clearance ISO 9001 Certificate (2006)

Citations for best

practices by international

organizations

Informational Awards

International certificates

and standards acquired

2) The Korean e-Government was also evaluated as one of the worldleaders in the third(transactional) or fourth(connected) stage of onlineservices development by the UN.

The four stages of online service development

Stage 1 Emerging information servicesGovernment websites provide information on public policy, governance, laws, regulations, relevantdocumentation and types of government services provided. They have links to ministries, departmentand other branches of government. Citizens are easily able to obtain information on what is new in thenational government and ministries and can follow links to archived information.

Stage 2 Enhanced information servicesGovernment websites deliver enhanced one-way or simple two-way e-communication betweengovernment and citizen, such as downloadable forms for government services and applications. Thesites have audio and video capabilities and are multi-lingual. Some limited e-services enable citizens tosubmit requests for non-electronic forms or personal information, which will be mailed to their house.

Stage 3 Transactional servicesGovernment websites engage in two-way communication with their citizens, including requesting andreceiving inputs on government policies, programmes, regulations, etc. Some form of electronicauthentication of the citizen’s identity is required to successfully complete the exchange. Governmentwebsites process non-financial transactions, e.g. e-voting, downloading and uploading forms, filingtaxes online or applying for certificates, licenses and permits. They also handle financial transactions,i.e. where money is transferred on a secure network to government.

Stage 4 Connected servicesGovernment websites have changed the way governments communicate with their citizens. They areproactive in requesting information and opinions from the citizens using Web 2.0 and other interactivetools. E-services and e- solutions cut across the department and ministries in a seamless manner.Information, data and knowledge is transferred from government agencies through integratedapplications. Governments have moved from a government-centric to a citizen-centric approach, wheree-services are targeted to citizens through life cycle events and segmented groups to provide tailor-made services. Governments create an environment that empowers citizens to be more involved withgovernment activities to have a voice in decision-making.

Connected

Transactional

Enhanced

Emerging

IIe-Government Best Practices

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1. Electronic Procurement Service (www.g2b.go.kr)

2. Electronic Customs Clearance Service(portal.customs.go.kr)

3. Comprehensive Tax Services (www.hometax.go.kr)

4. Internet Civil Services (www.egov.go.kr)

5. Patent Service (www.kiporo.go.kr)

6. e-People : Online Petition & Discussion Portal(www.epeople.go.kr)

7. Single Window for Business Support Services(www.g4b.go.kr)

8. On-nara Business Process System (BPS)

9. Shared Use of Administrative Information(www.share.go.kr)

10. National Computing & Information Agency (NCIA)


II

e-Governm

ent of Korea

II. e-Government Best Practices

12 13

1. Electronic Procurement Service (www.g2b.go.kr)

OverviewAll procurement procedures are handled online, and a single window of procurement is

open to improve efficiency and transparency of public procurement.

Contents of services�All stages of procurement, such as bidding, awarding contracts, contracting,

delivery, and payment, are handled online, and procurement progress can be

monitored in real-time.

�All registered companies are enabled to participate in biddings of all public

organizations, including national organizations, local government bodies, and public

corporations, by a single registration in the G2B system.

Major achievementsThe amount of transaction for Electronic bidding is USD 34 billion per year and 92%

of all bidding is done electronically.

Future plansAll procedures from procurements request to payment requests will be monitored in

real time, and a RFID-based inventory management will be established to provide a

safe and convenient electronic procurement service.

II e-Government Best Practices

Framework of Electronic Procurement Service

Number of Electronic Contracts and Organization Users(Units: contracts)

Classification 2003 2004 2005 2006 2007 2008

Number of Contracts 23,224 28,513 44,227 96,853 187,795 264,768

Number of Organization Users 76 86 308 2,232 4,536 11,040

450,000

300,000

400,000

99,020

200,775

122,035

246,136

140,779

237,996207,633

275,004

213,539

351,920

207,960

423,030

200,000

100,000

02003

� Number of cases

� Amount (KRW 100 million)

Electronic Bidding

2004 2005 2006 2007 2008

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2. Electronic Customs Clearance Service (portal.customs.go.kr)

OverviewCommon use of information between logistics entities will be extended in order to

improve and streamline export/import logistics business and processes as well as

implementing a user-friendly batch logistics processing service.

Contents of services�Export/import reports to the customs office and applications for inspection and

quarantine to appropriate organizations are integrated to provide one-stop service.

�The conventional EDI system is upgraded to provide a more convenient, low-cost

customs clearance service.

Major achievements

Future plansInformation sharing with logistics service and e-trade will be expanded and various

new services will be launched to support the activities of entrepreneurs including

integration with foreign networks.

Framework of Electronic Customs Clearance Service

Time Saving

Cost Saving

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3. Comprehensive Tax Services (www.hometax.go.kr)

OverviewTaxpayers can handle tax affairs online at home or work without visiting the tax office.

Contents of services�All tax activities including filing, billing, and payment are processed online and

information is retrieved anytime by taxpayer.

�Taxpayers or their tax agents can request and receive 18 civil affairs certificates.

Major achievements

Future plansThe separate tax websites, such as those for the National Tax Service, Home Tax, cash

receipts, and year-end tax adjustments, will be linked and/or integrated to enable one-

stop tax administration.

Framework of Comprehensive Electronic Tax Services

Electronic Filings

Civil Certificate Issuance by Home Tax

20,000,000

16,000,000

12,000,000

8,000,000

4,000,000

0

60,000

48,000

36,000

24,000

12,000

0

100

80

60

40

20

0

100

60

80

40

20

02003 2007

16,125,537

2003 2007

46

81

2004 2007

1,967,909

5,601,784

2004 2007

35

64

8,678,919

Number of e-filing

Number of online issuance Rate of online issuance (%)

Rate of e-filing (%)

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4. Internet Civil Services (www.egov.go.kr)

OverviewPeople can use administrative services anytime, anywhere on the Internet.

Contents of services�People can find services they need by searching through 5,300 services available

and get detailed information.

�People can request up to 720 civil services online without visiting administrative

offices and receive the results by regular mail.

�People can issue 28 civil affairs services documents online by themselves.

Major achievements

Future plansAll kinds of civil affairs services will be processed online from application to issuance

by various mediums such as IPTV and cellular phone in order to activate u-Government.

Framework of Internet Civil Affairs Service (G4C)

51% Satisfied 73% Satisfied

10% Dissatisfied

39% Average

▶6% Dissatisfied

26% increase in satisfaction of the use

2008in survey

G4C Service Satisfaction

21% Average 2005in survey

15,000

20,000

10,000

(Units: thousand cases)

5,000

02003 2004 2005 2006 2007 2008

● Number of applications

● Number of issuances

● Number of document readings

G4C Service Use

380199

651 1,092

861 1,0151,769

58903

2,258

4,126

7,223

10,946

1,750

6,812

12,016

15,207

18,247

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ent of Korea


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5. Patent Service (www.kiporo.go.kr)

OverviewAll patent services, such as patent application and progress check, are provided online.

Contents of services�Procedures for patent application, review, and judgment as well as procedures for

objection filings, and technical evaluations are publicly available online to provide

24/7 patent administration services.

�People can check and manage their patent and rights information efficiently.

�Services such as application for certificate issuance, verification and commission

payment are provided online.

Major achievements

Future plansA customized patent management portal will be built in order to upgrade user

convenience and provide patent information to private users of the web service,

facilitating the private patent market.

Framework of Patent Service

Annual Electronic Patent Applications Rate

100

50

75

25

(%)

02004 2005 2006 2007 2008

Annual Time Spent on Evaluation

15

10

5

(months)

02004 2005 2006 2007 2008

89.1

12.0

9.68.1

5.9 5.9

90.8 92.2 93.1 94.0

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6. e-People : Online Petition & Discussion Portal (www.epeople.go.kr)

OverviewFacilitate people’s participation in policy-making by processing people’s complaints

and suggestions via a single window.

Contents of services�People can provide their opinions on unfair administrative handling, infringements

of their rights and interests, improvement of institutions, and various policies

through an integrated online window.

�All administrative organizations are linked to the e-people window that receives and

processes people’s complaints and suggestions. In addition, at the same time people

can check the results online.

Major achievements

Framework of e-People

Processing time (days) Satisfaction (%)

Suggestions by people Number of online transfer

16

12

8

4

0

60,000

45,000

30,000

15,000

0

16,000

12,000

80,000

40,000

0

60

45

30

15

02005

12

2008

6.9

2005 2008

30.3

51.2

2005 2008

16,086

57,851

2005 2008

18,662

135,851

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7. Single Window for Business Support Services (www.g4b.go.kr)

OverviewProvide a wide range of information and services to support companies’business

activities such as civil service information, policy information, and additional services

via a single online window.

Contents of services�Detailed information on 1,887 corporate services and industrial information contents

of 205 organizations are provided in an integrated manner.

�Various additional services essential for corporate activities are provided by linking

to the national backbone networks including the procurement, tax, and four major

social insurance networks.

Major achievements

Framework of a Single Window for Business Support Services

0

Number of detail information provision services for corporate civil applications

Number of websites linked to provide industrialinformation

2005 2006 2007 2008

Number of monthly visitors Customer satisfaction (%)

2,000

2,400

1,200

1,600

800

400

02005 2006 2007 2008

200

120

160

80

40

02005 2006 2007 2008

200,000

120,000

160,000

80,000

40,000

02005 2006 2007 2008

100

75

50

25

199

46,950

22,440

111,360

187,950

56.1

71.1

76.4

81.1

1,469 1,469

2,004

40

151 151

174

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8. On-nara Business Process System (BPS)

OverviewThe On-nara BPS is a new business process management system that has increased the

efficiency and transparency of administration by handling, recording and managing in

a standardized way all the business procedures of the government online.

Contents of services�All businesses of government are classified according to functionalities and goals,

and business progress and performance are systematically managed down to the

most basic unit task.

�Document creation and business procedures are standardized and decision making

processes are recorded to ensure accountability and transparency of public

administration

Major achievements�More than 16 thousand public officials of government entities including the

ministries are using On-nara BPS

�Public officials’average reduction of business processing time: 8 hours and 4

minutes → 5 hours 49 minutes (a reduction of 2 hours and 15 minutes)

Framework of On-nara BPS


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Major achievements

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9. Shared Use of Administrative Information (www.share.go.kr)

OverviewCivil service officers can process civil service requests by checking the administration

network without requiring the applicant to submit required documents.

Contents of services�Seventy one documents required for verification will be checked by the person in

charge of civil affairs by administrative information sharing.

�Information inquiry is only conducted with the consent of the applicants, and

applicants can check information inquiry history anytime.

Framework of Administrative Information Sharing System

Shared Use of Administrative Information Reduction of Needed Documents in Administrativ Organizations

120,000

90,000

60,000

30,000

0

32,000,000

24,000,000

16,000,000

8,000,000

02004

18,887

2008

109,050

2004 2008

4,989,553

27,187,306

One day use Reduced documents


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31

Major achievements

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10. National Computing & Information Agency (NCIA)

OverviewOperate and manage all information systems of the government by integrating them

into two data centers and provide non-interruptible administrative services by the best

information technology and expertise.

Contents of services�Back-up systems of the major infrastructure, state-of-the-art security facilities, and

top-notch human resources ensure uninterrupted availability of e-Government

services 24/7.

�Advanced information security and reliability are ensured by real-time monitoring

of system errors and security, disaster recovery system, the real-time back-up

system.

Framework of Integrated Government Information System

75

100

50

(%)

25

0Before

integration

System Security Equipment Installation Rate

Afterintegration

65

10070

35

(minutes)

0Monthly

average error time in 2004

Monthly Average Error Time

Monthly average errortime in 2008

67 minutes

0.28 minute


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IIIDevelopment Directions of

e-Government

1. Capable and smart e-Government for the people

2. Green e-Government utilizing green information and communications technology (IT)

3. Reliable and trustworthy e-Government

4. Global e-Government together with the international community

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Development Directions of e-Government

III

III. Development Directions of e-Government

35

4. Global e-Government together with the international community

�Korean government’s experience and know-how will be shared in e-Government

with the international community by promoting joint projects with international

organizations and exporting e-Government systems to foreign countries.

�With the recognition as the world’s No 1 ranking from the UN, the Korean

government, the e-Government leader, will be at the forefront of sustained efforts

to make continuous contributions to the narrowing of the digital divide between

countries by helping developing countries build information access centers and

holding workshops for global informatization policy experts.

e-Governm

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1. Capable and smart e-Government for the people

�A capable and intelligent government will be established by facilitating

government-wide distribution and utilization of information and knowledge and

creating new services via mobile devices and IPTV.

�Convenient people-oriented services will be offered by completing online civil

services without using paper documents as well as providing personalized

services.

2. Green e-Government utilizing green information and communi-cations technology (IT)

�Environment-friendly e-Government services will be provided such as an

environment monitoring system, green office, intelligent traffic system (ITS), and

logistics management system using ubiquitous-IT.

�A green integrated government computing center will be promoted by purchasing

equipment certified as environment-friendly and developing virtual server

technology to save electricity.

3. Reliable and trustworthy e-Government

�A sound e-Government environment will be created by actively countering the

negative effects of informatization such as hacking, personal information leakage,

and illegal information distribution.

�E-Government services will be provided that anyone can easily use, including

handicapped and senior citizens, who may have fewer opportunities to use IT.

III Development Directions of e-Government


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