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Ministry of Government Administration and Home Affairs

The Problem

Mr. John Doe failed to submit a certificate of residence for the final hiring process. After joining a company, he was snowed under with work could not afford to make a trip to an administration office during working hours.

A staff member handling the paper rushed him to given it in. But, Mr. Doe had to keep saying his excuse, “I couldn’t make it to the office.”

And then he found out from his coworkers that he could simply go to the internet to apply for the correct document.

As soon as he set foot in his office, he typed,
‘certificate of residence’ on a portal website. After printing out the document with one mouse click, he proudly produced it to a staff in the general affairs department.

As shown above, the once impossible dream of E-governance has now become a reality! Now, anyone with internet access can go to the web, www.egov.go.kr and find the information he or she needs via the e-administration service for citizens dubbed G4C (Government for Citizen). This truly changes the daily life of citizens. Without any trouble, anyone can have access to the information on the web and print it out anywhere, anytime.

It is a great honor to produce G4C innovating civil administration service to UN PSA upon recommendation. We are deeply dedicated to improving the service. It will be easier, faster, and more convenient to use, and can be customized according to personal demands.

Solution and Key Benefits

 What is the initiative about? (the solution)
G4C (Government for Citizen) is an integrated e-window for civil administration service where Korean citizens can get guidance on, apply for, read and print out civil administration information via the internet.
The civil guidance services provide guidance on civil administration, processing and proceeding methods. It has 12 categories such as individual, home, real estate, and property for over 5,000 different kinds of civil administrative topics. The civil application service allows citizens to ask for more than 650 different kinds of civil administrative tasks and handle them completely online. The display and issuance service allows citizens with internet access the ability to print and read the 30 most popular civil administration documents. (The printed document has the same authorization as the paper from an administrative office.)

This is a prime example of Korean innovation in administration, challenging the perception that a person must visit an office to get service. Given that citizens can get service anytime and anywhere, Korea is one step closer to citizen-oriented civil administration.

Also, as the representative window of civil administration for e-governance, G4C established network connections around 250 central and local governments so they can share administrative information and maximize efficiency. Currently, G4C leads the innovation of information resource management by helping the development of ‘Shared Service’. Shared Service means the standardization and sharing of civil administration online.

With the convenient service in place, the use of G4C is on the rise; the application service use increased from 1,353 cases in 2003 to 46,600 cases in 2006, an increase of almost 3,444%; the issuance service use soared from 786 cases in 2003 to 15,300 cases in 2006, for an increase of 1,947%. This service has saved the government almost 230 billon won since it was started.

The ultimate goal of G4C is to establish efficient and customer-oriented e-governance. G4C aims to realize customized and personalized service which people can directly involve themselves in.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
* 2000. 8 Established framework of G4C via Information
Network
* 2000. 11 ~ 2001. 5 Established BPR/ISP (Business
Process Reengineering/ Information Strategy Planning)
* 2001. 10 ~ 2002. 11 Established G4C system
- Established single window for G4C
- Established guidance/application/display system
* 2002. 11. Started G4C service
* 2002. 9 ~ 2002. 12 Established G4C system
* 2003. 6 ~ 2003. 12 Established G4C internet
issuance system
* 2004. 12 ~ 2005. 9 Established the first phase of
sharing administration information
* 2005. 12 ~ 2006. 8 Established the second phase of
G4C expansion
* 2006. 9 Designated the cartoon character, ‘Pororo,
the Little Penguin’ as goodwill ambassador
* 2006. 10 ~ 2007. 5 Established the third phase of
G4C expansion.

(a) Strategies

 Describe how and when the initiative was implemented by answering these questions
 a.      What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
We live in an era where the quality of life depends on creative knowledge and information resources, rather than physical resources. Also, the foundation of life has shifted from physical reality to the cyber-world. Given that, the delivery of administration service via advanced IT technology is at the core of administrative innovation. It is the best way to provide customer-oriented, top-of-the-line services.
In other words, G4C is the way to go in a knowledge-based society. Consumers can conveniently get service anytime, anywhere and suppliers can efficiently provide service without limitations on time or space.

However, it is far from perfect. In reality, there are still many cases where people should be at an administration office for service. Thanks to the poor sharing of information between agencies, one single service requires a visit to a few offices and the submission of the same papers to different offices. It leads to inconveniences and inefficiency issues.

South Korea enjoys one of the highest internet penetration rates in the world. Around 25 million people out of a total of 45 million have access to the internet. E-governance administration services could potentially boost efficiency and convenience in Korea more than any other country.

This unique situation and its realistic problems reached the top levels of the Ministry of Government Administration and Home Affairs. It was then decided that there was a need for open e-governance where citizens could have access to civil administration services online.

As of August, 2000, ‘the framework of civil administration service innovation’ was established and
BPR/ISP (Business Process Reengineering/ Information Strategy Planning) was implemented. Since then, internet service has been provided for five categories closely linked to daily lives of citizens: residence, automobile, real estate, tax and cooperate. Also, the measure to cut the paper quantity was introduced by sharing information. Finally, the system was established under the name of G4C in October of 2001. Service was operational in November of 2002.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
The ultimate goal of G4C is to complete e-governance and portal website where all offline services are provided online easier, faster and more conveniently.

For this aim, a citizen-oriented and personalized administration service was focused on which people can participate

If a citizen happens to know the web address,
‘www.egov.go.kr’, he or she does not need to visit an administration office to handle their business. With the integrated e-window, convenience comes first on the list.

Second, maximization of efficiency was pursued by improving business processes and the sharing of information. Accordingly, e-business processes and integrated systems for sharing information were established and around 250 agencies were connected through hub-system. By doing so, the government saved costs involving manpower, printing, and maintenance; while shortening the process time and reducing the amount of required papers.

Third, the provision of a safe and reliable service was a top-priority by establishing a security system for personal information protection and ensuring the system is secure under all circumstances.

Fourth, the provision of service to those underprivileged via G4C was kept in mind. The beauty of G4C is its accessibility. Service can be provided via television as well as the internet for those who are physically challenged, disfranchised, or computer-illiterate. Enhanced accessibility aims to be the starting point of universal service.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
Ay the core of G4C lies the sharing of information and providing integrated services. In this regard, cooperation and consensus of related agencies are necessary. Therefore, related agencies went through consultation process for the aim and need for G4C. After that, the establishment of ‘Single Window’ was presented and consensus was reached.

Second, for user-friendly G4C, 5,000 kinds of legal administrative tasks were categorized based on the accumulated information through the administrative network. A guidance service is also provided and 650 kinds of applications and 30 kinds of display/issuances are available online. They are the most frequently asked for services.

Also, great effort was made to ensure system’s security and the prevention of document forgery for a reliable G4C. Moreover, legal and institutional foundation was created to support legal/institutional process. ‘An article for electrifying administrative business for e-governance’, ‘an article for civil administration process’, and ‘an article for common use of administration information to cut paper document’ are just a few of the examples available
Finally, for the sake of stability and help spread G4C, feedback was given. It was followed by correction for convenience and seamless service. By doing so, a stable system has been provided for those using the services.

(d) Use of Resources

 d.      What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
The biggest change by G4C is the paradigm shift. In the past, citizens had to follow the rules of administration offices. Now, the table is turned. Administration offices provide customized and personalized services.

Customer-oriented top-notch service is possible via G4C. Offline service is available only during business hours. However, with G4C, citizens can get non-stop service around the clock. In other words, even in the case of urgent matters, the service was previously not available during non-business hours. But, with the help of G4C and the Internet, service can be provided without time/space limitations, enhancing conveniences.

The remarks of an UN DESA official watching the demonstration of G4C confirm the improvement. It is amazing for a rural area near the DMZ to get administrative service via the internet. This can serve as a role model for e-governance because government should reduce the digital gap between areas and classes and involve citizens.

Efficiency has also increased. ‘Sharing Service’ was developed and administrative services have been commonly used. So, it warded off unnecessary investment and innovated information resource management. All they have to do is to go to www.egov.go.kr. It obviously translated into improved governmental efficiency.

It equals to cost-savings of around 230 billon won. Considering the entire G4C plan was only 40 billon won, it has already more than paid for itself. Also, G4C covers document issuance for evidence. Therefore, core business is more focused on, improving organization efficiency.

When it comes to G4C, there is little room for bureaucracy. When citizens visit an administration office, a government official could demand a unnecessary document or drag his feet. But, through G4C, all services are provided electronically and transparently, and quickly.

If we take a look at efficiency and convenience by the statistics, by the end of November 2006, 20 million documents were downloaded via G4C. A daily average use pf application service jumped from 1,353 cases in 2003 to 46,600 cases in 2006, an increase of about 3,444%. A daily use on average of this issuance service scored from 786 cases in 2003 to 15,300 cases in 2006, a whopping 1,947 % up.

The statistics clearly show that G4C saves 20 million unnecessary trips and paper documents. Also, G4C eliminates the need for required papers. Given that this data is automatically recorded, the data can be used for the convenience of citizens.

Lastly, G4C is the starting point of undiscriminating universal service. The visually impaired could not identify the contents of paper document. But, with the introduction of ‘issuance system with voice’, those with vision problem can listen to and identify its contents. Therefore, more visually impaired people utilize their information collected by administration offices.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
G4C is in the third phase of its business and its ultimate goal is to complete a truly ubiquitous G4C to embrace for computer-illiterates via the T-GOV project. The T-GOV project uses television as well as cell phones and PDAs for handing civil administration tasks.

When the T-GOV project is completed, the those not familiar with computers will also have greater access to administration services. Despite the popularity of the Internet in Korea, senior citizens have been slow to use the Internet.

Additionally, for encouraging the use of G4C, the accessibility of G4C was strengthened and an awareness campaign was carried out. In this regard, channels of access to the service were diversified including the Top 10 portal websites: www.naver.com, www.kr.yahoo.com, and www.daum.net.

For promotional purposes, cartoon characters from the popular animation, ‘Pororo, the Little Penguin’ were chosen as goodwill ambassadors, and a contest for G4C symbol mark was held for citizens. These were actively utilized for brand awareness and promotion. Also, street campaign was done to bring the message closer to citizens.

For promoting the many benefits of G4C, we took part in E-Governance Forum (10.19.2006 France). As a showcase country, we introduced the excellence of G4C to GTEC (10.23~25.2006 Canada). Moreover, G4C was introduced as benchmark model for e-governance at the Exposition on Government Innovation (7.2004, 5.2005), and ITU Telecom Asia 2004(9.2004). With this continuous promotion, G4C has been part of daily lives of citizens.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
Turning a Crisis Into an Opportunity !
The risk of forged or fabricated papers was pointed out and it emerged as a social issue. Though no such cases happened, there were unfounded concerns for G4C.

However, it served as on opportunity for us to focus on the security protection of G4C. Therefore, the security system was enhanced. A private security firm was hired to conduct mock hacking tests twice; checking the weakness of security. After the tests were completed, we introduced a dual-encryption system for e-documents; installed a keyboard hacking prevention program; prevented creating temporary storage files and shunned off access to file; checked the information on screen capture program.

All of our efforts paid off as there has not been a single case of forgery or fabrication out of nearly seven million documents processed via G4C. This serves as a foundation to boost the reliable image of G4C.

Contact Information

Institution Name:   Ministry of Government Administration and Home Affairs
Institution Type:   Government Agency  
Contact Person:   wan-seob Lee
Title:   Director  
Telephone/ Fax:   +82-2-2100-3455
Institution's / Project's Website:   +82-2-2100-4194
E-mail:   star@mogaha.go.kr  
Address:   Central Government Complex. # 1106, 55 Sejong-no(77-6), Jongno-gu
Postal Code:   110-760
City:  
State/Province:   Seoul
Country:  

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