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Gangnam-Gu(District) Office

The Problem

The launching background of the Online Completion Civil Administration Service can be summarized as follows:

First, the Ministry of Public Administration and Security announced that people visit public and government offices 61.8 times per year on average just to obtain certificates or submit documents, which causes huge indirect and direct costs. Second, the public service environment has changed. For example, the environment for online public services has dramatically expanded, and many public service handling systems are compatible with one another. Third, a demand for online services has gradually increased. With the emergence of the Ubiquitous Era with no time and space constraints, users’ needs and demands for public services have changed.

Solution and Key Benefits

 What is the initiative about? (the solution)
The Online Completion Civil Administration Service is a 24-hour online service which is available throughout the year. It has dramatically improved people’s access to public services and brought advanced administration after establishing a user-centered administrative service system. Furthermore, work transparency and efficiency have improved because the process has been revealed on the website. In addition, the new service has made a contribution to ‘Low-Carbon, Green Growth’ with a decrease in traffic and the use of paper.

In terms of quantitative performance, out of 4,635 monthly civil applications (129 types), 300 applications have been handled through the online system, which has in turn decreased administrative expenses and improved work efficiency. At the same time, citizens can save the time and money which they would otherwise spend to visit the public and government offices.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
In August 2008, the Presidential Council on National Competitiveness (PCNC) chose Gangnam-gu Office as a pilot agency and asked it to participate in the project. The system was developed by the PCNC and Gangnam-gu Office in November 2008 jointly sharing the development cost and tested until August 2009. The district office analyzed the problems detected during the test and improved services in May 2009.

(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.
Gangnam-gu Office launched the Online Completion Civil Administration Service to make public services available anytime, anywhere. The new service also aimed to reduce social costs by saving the time and money which citizens would spend to visit the public and government offices. Under the new online service system, citizens can submit a civil application anytime. To prevent any possible security breach, new applications such as a 2D barcode and watermark have been installed.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
The development process of the Online Completion Civil Administration Service can be divided into system development, pilot operation and system improvement. The service system was established for two (2) months from November 2008 to January 2009. After a 3-month testing period, the problems of the system were detected, and an improvement plan was set. Through the system improvement from May to August 2009, security-related problems were taken care of. For example, the number of the types of civil applications was optimized to 129 types, and copy prevention technology was adopted. Furthermore, a moving-in notification was fully carried out through an introduction of the multilateral certification system. For citizens’ convenience, furthermore, the service became available 24 hours on September 17, 2009.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
First, because there have been no legal grounds for the new system, reasonable grounds have been established. According to Article 33 of the E-Government Act, the administrator of the administrative agency (including the civil servants entrusted with administrative authority) is allowed to submit and report civil affairs using e-documents even though related laws (including local enforcement ordinance and regulations) require the civil applications to be submitted and reported by paper.

Second, the number of the types of civil applications was optimized from 225 to 129 types for the prevention of e-document forgery and fake documents, and the document security functions (2D barcode, watermark, copy detector) have been strengthened. In the case of moving-in notifications, which accounts for the greatest portion in civil applications, online notifications used to be accepted provided that no consent was required from the head of household. With improvement of the consent procedure by the head of household using mobile phones, the online moving-in notification system has been fully carried out.

Third, as a possibility of camouflaged move-in increases due to launching of the online moving-in notification system, the follow-up procedure to check the illegal act has been further strengthened (an increase in the number of visits).

(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
First, in terms of the financial aspect, a total of KRW 88 million has been spent. For example, PCNC and Gangnam-gu Office paid KRW 30 million together for system development. After that, to solve the problems detected during the 3-month testing period, the district authority spent KRW 58 million for four (4) months.

From a technical perspective, legal grounds have been established after having met with related departments several times. Furthermore, a certified identification system, copy detector for the prevention of e-document forgery and fake documents, and other security applications such as a watermark and 2D barcode have been installed. For moving-in notifications, which requires consent from the head of household, furthermore, a mobile phone service-based multilateral certification system has been adopted.

In terms of human resources, this project has been promoted by a manager of the Computer Information Department, the IT Planning Team manager, and related employees. For system development, independent experts (from the National IT Industry Promotion Agency) have been appointed. A forum has been held for all concerned parties, and their opinions have been gathered and reflected in the services.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
The online completion civil administration service is a system which aims to minimize the cost to visit the public and government offices and provide public services with no time and space constraints. With contemporary environmental changes for both service providers and users and increase in the needs of the times, this system could be applied to various fields and organizations by installing a complementary system if necessary. In fact, this system was adopted by the Ministry of Public Administration and Security in October 2009, and its moving-in notification system was distributed across the nation.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
The major success factors of the online completion civil administration service are a unification of various types of civil service routes and an establishment of an online public service system with no time and space constraints. It is significant in that this new system has actively responded to the change in service environment and customer needs and suggested a prototype for public service. Furthermore, the system has been successful because it has played a leading role in reducing social cost.

Contact Information

Institution Name:   Gangnam-Gu(District) Office
Institution Type:   Public Organization  
Contact Person:   Minjeong Kim
Title:   Computerization & Information Division  
Telephone/ Fax:   82-2-2104-1435
Institution's / Project's Website:   82-2-2104-2417
E-mail:   kmj627@gangnam.go.kr  
Address:   426, hakdong-ro, gangnam-gu, Seoul, South Korea
Postal Code:   135-705
City:   Seoul
State/Province:  
Country:  

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