United Nations Public Service Awards Case Studies

❍ Residents' participation system was insufficient from the installation to the end on local government policy
- The process to push policies has depended on the unilateral policy behavior of the administrative agencies (Top-Down).
- Residents' participation occurred at the lowest level because it was limited to areas like public hearings that are needed for statute or policy-related committees, public officials, and local assemblies. Because the system that normal residents (including the substantial beneficiaries of policy or disadvantaged residents) participated in for policy in general was not extended for the most part, residents' opinions about major policies were insufficient. This caused policies to be either implemented in a different direction than residents' needs or established and implemented focused on suppliers, which caused low satisfaction for residents, policy failure, or low efficiency in the policy results.
❍ Low satisfaction and awareness of the residents' opinions were due to the closed policy promoting process
- There was no system that was open and monitored the promotion process step-by-step from draft to performance and completion of the policy to the residents, so the transparency of the policy was insufficient and the satisfaction and awareness of the residents about the policy promote was low.
❍ Insufficient efficiency of the administration was due to the depression of information infrastructure installation about the policy promotion process
- The cooperation system installation among stations was insufficient, increasing the inefficiency of the administration, because no system existed to record and control the policy systematically, making information sharing with other staff members difficult.

What is the initiative about? (the solution)
❍ Installation of Ubiquitous - Policy Quality Control that is accessible whenever and wherever - If all 400,000 citizens expressed their opinions and the local government collects the citizens' opinions positively and apply to the policy through the Internet opening of all process of the policy promotion, the self-advised policy participant opportunities of the citizens are increased and positively affect better policy satisfaction and the credibility of the administration by ultimately performing better policies for the citizens. - Can develop the most satisfactory policy by reflecting after monitoring expected problems and the percentage of residents who are beneficiaries of that policy through the opening and participation of the process of policy development. - It promotes responsible administration and prevents the failure of policy in advance, thus increasing citizens' satisfaction by providing an information provision role that delivers the policy contents correctly through the name opening of the person in charge of policy promotion, opinion statements about major policies, and the registration of bad policies to the policy client and beneficiaries. - The work of inner staff members is performed smoothly and rapidly through the installation of a systematic information infrastructure throughout the entire process of policy promotion and so can bring improved work efficiency.

Who proposed the solution, who implemented it and who were the stakeholders?
❍ Planner: Gumi City Policy Innovation Department ❍ Executor: Gumi City Policy Innovation Department Officer ❍ Person in Charge: Gumi City Mayor, Nam Yoo Chin ❍ Since citizens' participation on the policy was low except for Gumi City Assembly or policy-related committees, Gumi Mayor (Nam Yoo Chin) directed to find the solution where citizens could participate in Gumi City's major policy drafting and promotion to improve the transparency of administration and improve residents' satisfaction and the efficiency of the policy with residents participating style policy quality control. ❍ The Organized Taskforce Team consisted of policy drafting government officials such as administration innovation brand personnel and policy development personnel, a policy planning official, a policy executing official, a policy related professor, customer satisfaction supporters, policy monitor staff members, and citizens' organizations that are largely interested in city policy. It established the master plan for Ubiquitous - Policy Quality Control system to induce volunteer residents' participation and the transparency in policy development on October 31, 2006, making enactment of policy quality control regulations (Gumi City, 158th Regulation) and policy quality control manual in November 2006, then completed building the systematic record management system in policy quality control system in March 2007. ❍ Ubiquitous - Policy Quality Control system for the best satisfaction of residents was installed through the proposal of high-quality policy and systematic management and the positive publicity of policy, prevention of bad policy, right-to-know for local residents, and sufficiency about policy by the person in charge of practical affairs, like the policy development person of the Policy Innovation Department.

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.
❍ Vision: Offer best customer satisfaction by providing high quality policies with participation by residents ❍ Major Goals - Embodiment of customer-oriented administration through participation by residents and opinion expression in entire process of policy process - Transparent administration innovation through opening major policies - Embodiment of responsible administration and improved efficiency through securing the policy of real-name system and information sharing ❍ Major Strategies - Opening of step-by-step major policy development process, which includes forming policy, promotion, execution, evaluation, and reflux - Embodiment of residents’ participation administration through collecting opinions of residents on each step of policy and reflecting them into policy - Building information infrastructure (PQC-Policy Quality Control) to share information in the process of policy development and to increase the efficiency of the work ❍ Project Outline - Building Ubiquitous-Policy Quality Control system → Offering best customer satisfaction/Improving quality of policy/Connecting the projects among departments/Increasing the efficiency of the work ○Step by step recording → Open → Residents' participation Opinion expression → Reflecting the opinions → Customer-centered responsible administration ○Step by step recording → Open → Connecting the projects among departments → Understanding the projects → Improving efficiency - PQC (Policy Quality Control) + CRM (Customer & Relationship Management) + KMS (Knowledge Management System) + City website → Maximizing the synergy effect through connecting various systems

b. What were the key development and implementation steps and the chronology? No more than 500 words
< Progress Schedule > □ July 2006 -----Since the inauguration as the 4th mayor elected by popular vote, Gumi City's mayor (Nam Yoo Chin) emphasized the importance of residents' participation style policy quality control and directed to seek the solution for the residents to participate in the process of Gumi City's major policy drafting and promotion actively to improve residents' satisfaction and the transparency of the administration and the efficiency of policy. Collecting residents' opinions and setting the direction for policy quality control, the task force team operates with related government officials, experts, professors, and citizens' organizations. □ October 2006 --------- Preparing the systematic fundamentals ○ Enactment of policy quality control regulations (Gumi City, 158th Regulation) - Prescribing the purpose, definition, application rules, and duty of Ubiquitous - Policy Quality Control System regulations - Making and applying Policy Quality Control manual, designating policies of the object to control, managing the progress of policies of the object to control, making policy quality control card, starting the monitoring of policies ○ Making and applying Policy Quality Control manual - Policy quality control concept, purpose, need, and creation of the manual and its usage - Policy quality control checklist - Policy quality control card form and how to write □ March 2007 ~ -------- Opening selection of major policies (25 projects) ○ Projects with a total project cost exceeding 1 billion won ○ Projects with over 5,000 direct and indirect interested parties ○ Projects that largely influence citizens' living or city policies □ May 2007 ------- Establishing directions for development of Ubiquitous - Policy Quality Control System ○ Creating the fundamentals for developing - Designating responsible total managing department: Policy Innovation Department - Designating responsible departments and personnel: 23 departments by project, 48 people of actual work force ○ Technology and Project Support Team (Information and Communications Department: 4 people) ○ Operating Guiding and Consulting Group (Inside: 6 people, outside: 3 people) □ June 2007 ------- Starting monitoring through operation of support group ○ Gumi love policy monitors (99 people), customer satisfaction supporters (37 people) - Starting monitoring of system operation and progress directions centering on the citizens who are the beneficiaries of Ubiquitous Policy Quality Control System □ October 2007 ------- Connecting websites ○ Connecting to websites of administrative organizations to allow easier participation by residents in the policy decision process □ October 2007 ------- Connecting KMS (Knowledge Management System) ○ Developing amicable cooperation system among departments by sharing colleted data and information during the policy development process among all staff members □ November 2007 ------- Connecting CRM (Customer & Relationship Management) ○ Securing credibility with interactive communications with customers, policy quality improvement through the process of SMS text service and policy satisfaction research and reflux of policy, and embodiment of customized residents' participation administration services

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
1. Problems ○ Poor use of Ubiquitous - Policy Quality Control System (low percentage of residents' participation) ○ Need to seek a plan to handle the answers and solutions to residents' opinions ○ The work of recording and managing the process of policy development systematically, collecting opinions, and monitoring caused overwork for the staff members in charge of the projects 2. Solutions to overcome ○ Starting events to improve the ratio of residents' participation and campaign through SMS text service ○ Starting systematic promotion for residents' participation utilizing press support system and Media Journal Team ○ Promoting residents' participation by educating residents about acknowledging the need of the system, which can prevent bad policies and policy failures, reflecting the administrative environment in which all policies must be open and transparent, and extending the opportunity for residents' participation in policies ○ Fast and accurate delivery of answers and handling of residents' opinions and reports on bad policy within 8 hours (1 day) ○ Connecting to KMS, recording and managing policy development process systematically and connecting to CRM, efficiently collecting and monitoring residents' opinions, and solving the overwork burden

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
1. Financial Resources (Total: 640,000,000 won) - PQC development cost: 20,000,000 won - PQC + KMS + CRM + development to connect to city website: 10,000,000 won - PQC contents building and consulting: 20,000,000 won - KMS development: 230,000,000 won - CRM development: 340,000,000 won - Making policy quality management manual: 20,000,000 won 2. Human Resources (Total: 54 people) - General project managers: 2 people - Personnel who are in charge of each project: 48 people - IT crews for connecting the each system: 4 people 3. Operation Status - Designating managing department: Policy Innovation Department - Designating departments, which in charge and personnel who are in charge: Organizing 23 departments by project 48 people of actual work force ·Operation results: Total of 3 times ·Major issues: Directions for system development presentation meeting, job education such as policy quality management system requirements, education on applying manual and plan to utilize the system - Technology and project support team (Information and Communications Department: 4 people): Holding a meeting once a month · Operation result: Total of 12 times (Regular meetings: 5, extraordinary meetings: 7) · Major issues: U-PQC project general cooperation, plan to connect to other systems, cooperation to build customer total database

Is the initiative sustainable and transferable?
○ Innovative operations - The limited citizen participation by administrators, council members, and stakeholders is opened for all citizens through the Internet opening (collecting of citizens' opinions), and so can realize the policy of real citizen participation. - The quality of policies can be improved through the proposal of opinion and registration of bad policies by participating in the policy promotion process whenever, wherever, and whoever in real time. -Ubiquitous - Policy Quality Control is the integrated system that can express the policy promotion process noticeably and can be spread continuously whenever and wherever through Internet usage as a public service for policy satisfaction improvement and increasing citizens' participation.

What are the impact of your initiative and the lessons learned?
❍ Citizen participation was improved in the decision process from drafting of the policy promotion was due to the installation of the Ubiquitous - Policy Quality Control management system that is accessible wherever and whenever. - PQC (Policy Quality Control) + KMS (Knowledge Management System) + CRM (Customer & Relationship Management) + installation of the city homepage connected system - Performance of the positive opinion collecting in the process that promotes policy, which is closely related with citizens' lives - Performance of the campaign system (SMS messages, mail service) for the customers participating in the policy - Possible to realize responsible administration through the operation of bad policy registration system and the policy real-name system Established the entire policy procedure as one process contributed to improving the efficiency of administration, and this secured the consistency to related policy promotion by the person in change of the policy work focusing on the "information/system" of policy promotion, rather than the capacity and experience of the person. It contributes to the efficiency of administration by recording, managing, and maintaining the produced information or activities from the policy promotion process and sharing the needed information whenever and wherever by all policy work managers. Conclusion: It operates continuously as a citizen participant policy quality management system that realizes the best customer satisfaction/policy quality improvement/connection enforcement among departments/increases work efficiency by providing a high-quality policy for residents by collecting and applying citizens' opinions whenever and wherever through the Internet and by contributing to the sufficiency of the right-to-know by opening the major policy steps to the residents who are the beneficiaries of the policy.


Institution Name:		GUMI-CITY
Institution Type:		Government Agency
Contact Person:		KIM JUN BAE
Title:		Policy Innovation Dept
Telephone/ Fax:		82-54-450-5031
Institution's / Project's Website:		82-54-450-6039
E-mail:		manheart@lycos.co.kr
Address:		50 Songjeung-dong
Postal Code:		730-717
City:		Gumi-city
State/Province:		Gyeongsangbuk-do
Country:

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information