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e-Government

of Korea
Best Practices

e-Government
of Korea
Best Practices

Table of Contents

04 I. e-Government of Korea
12 II. e-Government Best Practices
e-Government Best Practices

34 III. Development Directions of


e-Government

I
e-Government
of Korea

I
e-Government of Korea

1. Introduction

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2. Achievements
3. Korean e-Government Recognized
by the World

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I. e-Government of Korea

e-Government of Korea

e-Government of Korea

1. Introduction
Korea has actively pursued e-Government as a crucial means to make its
government more competitive, by leveraging the worlds best information and
communications technology (IT) including broadband Internet.

Stages

Major Actions
- Building the National Basic Information System (NBIS)

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

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


System(1987)

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.

Laying the Groundwork for


e-Government
(mid 1990s ~ 2000)

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

Launching of e-Government
(2001 ~ 2002)

- Carrying out 11 major tasks for e-Government

the Internet
- Enacting the Framework Act on Informatization Promotion (1995)

- Enacting the Act on e-Government (2001)


- Carrying out 31 roadmap tasks for e-Government

Diffusion of e-Government
(2003 ~ 2007)

- Laying the groundwork for linking and integrating multiple government departments
and agencies

Convergence of e-Government
(2008 ~ present)

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.

- Establishing a Master Plan for National Informatization (2008)


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

2. Achievements
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 eParticipation 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.
4

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

e-Government of Korea

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. Korean e-Government Recognized by the World


s best by the
1) Korean e-Government is evaluated as one of the world
international 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

3) Strengthening of communications with the people about government


policies

Category

2008

2010

5th

6th

1st

0.97 (4th)

0.82 (6th)

1.00 (1st)

UN e-Government Development Index 2010


Online Service

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.

2005

Telecommunication
Infrastructure

0.67 (9th)

0.64
(13th)

0.97

0.98

(13th)

(10th)

0.87 (4th)

0.98 (2nd)

Human capital
E-Participation Index

0.69
(10th)

0.99 (7th)
1.00 (1st)

4) Increased efficiency of information resource management


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The governments 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.

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e-Government Best Practices

I. e-Government of Korea

e-Government of Korea

2) The Korean e-Government was also evaluated as one of the world


leaders in the third(transactional) or fourth(connected) stage of online
services development by the UN.

3) Many Korean e-Government systems have received awards and


citations for best practices from international organizations.
Item

The four stages of online service development

Services
Immigration Review
Information
Network Village

Connected

Korea Online
Transactional
Enhanced

E-Procurement System
Informational Awards

Emerging

e-Asia Awardby the Asia Pacific Council for Trade Facilitation


and Electronic Business (AFACT) (2007)

Electronic Customs

WCO Trophyby the World Customs Organization (WCO) (2006)

Clearance

e-Asia Awardby AFACT (2007)

Information Agency,

First Prize in the Demonstration Areaby e-Challenge (2010)

e- Architecture
Information System

Stage 2 Enhanced information services


Citations for best

Home Tax

Good Practices of Electronic Tax Administrationby OECD (2006)

e-People

Top 10 e-Governmentby the World e-Government Forum (2006)

Electronic Trade

World Advancedby the APEC 2005 Report (2005)

practices by international
organizations

Urgent Disaster

Government websites engage in two-way communication with their citizens, including requesting and
receiving inputs on government policies, programmes, regulations, etc. Some form of electronic
authentication of the citizens identity is required to successfully complete the exchange. Government
websites process non-financial transactions, e.g. e-voting, downloading and uploading forms, filing
taxes 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.

Electronic Customs

Stage 4 Connected services

SPi-1357

Government websites have changed the way governments communicate with their citizens. They are
proactive in requesting information and opinions from the citizens using Web 2.0 and other interactive
tools. 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 integrated
applications. Governments have moved from a government-centric to a citizen-centric approach, where
e-services are targeted to citizens through life cycle events and segmented groups to provide tailormade services. Governments create an environment that empowers citizens to be more involved with
government activities to have a voice in decision-making.

(2006)

National Computing &

Government websites provide information on public policy, governance, laws, regulations, relevant
documentation and types of government services provided. They have links to ministries, department
and other branches of government. Citizens are easily able to obtain information on what is new in the
national government and ministries and can follow links to archived information.

Stage 3 Transactional services

United NationsPublic Service Awards(2007)


e-Government Special Awardby the World e-Government Forum

e-Hanaro,

Stage 1 Emerging information services

Government websites deliver enhanced one-way or simple two-way e-communication between


government and citizen, such as downloadable forms for government services and applications. The
sites have audio and video capabilities and are multi-lingual. Some limited e-services enable citizens to
submit requests for non-electronic forms or personal information, which will be mailed to their house.

Contents

Clearance
Korea Online
E-Procurement System

International certificates
and standards acquired

Patent Application

Good Practicesby the Asian Conference on Disaster


Reduction (2006)
Good Practices of Anti-corruptionby the Global Forum on Fighting
Corruption (2003)
International Bidding Standardof the 6th Forum of UN/CEFACT
(2005)
Joint Statementof the 13th Asia-Pacific Economic Cooperation
Small and Medium Enterprise Ministerial Meeting (2006)
Information Technology Standardof 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)

II
e-Government
Best Practices

II
e-Government Best Practices

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

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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)
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6. e-People : Online Petition & Discussion Portal


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

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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-Government Best Practices

II

e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

The amount of transaction for Electronic bidding is USD 34 billion per year and 92%
of all bidding is done electronically.

All 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.

Electronic Bidding

450,000

423,030

400,000

351,920

300,000
246,136

275,004

237,996

200,775

213,539

207,633

207,960

200,000
140,779

100,000

99,020

122,035

0
2003

2004

2005

2006

2007

Number of cases

Amount
(KRW 100 million)

2008

Framework of Electronic Procurement Service


Number of Electronic Contracts and Organization Users
Classification
Number of Contracts
Number of Organization Users

(Units: contracts)

2003

2004

2005

2006

2007

2008

23,224

28,513

44,227

96,853

187,795

264,768

76

86

308

2,232

4,536

11,040

Future plans
All 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.

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II. e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

Time Saving

Common 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.

Cost Saving

Framework of Electronic Customs Clearance Service

Future plans
Information 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.

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II. e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

Electronic Filings

Taxpayers 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.
Framework of Comprehensive Electronic Tax Services

Number of e-filing

Rate of e-filing (%)

20,000,000

100
16,125,537

16,000,000

81

80

12,000,000

60
8,678,919

8,000,000

40

4,000,000

20

46

0
2003

2007

2003

2007

Civil Certificate Issuance by Home Tax


Number of online issuance
60,000

Rate of online issuance (%)

5,601,784

100

48,000

80

36,000

60

24,000

40

1,967,909

12,000

64

35

20

0
2004

2007

2004

2007

Future plans
The 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 onestop tax administration.

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II. e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

G4C Service Use

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


(Units: thousand cases)

Contents of services

20,000

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.

15,000

18,247
15,207

12,016

10,000

6,812

1,750

380
199
58

903
651

2003

Framework of Internet Civil Affairs Service (G4C)

2,258

2004

861

1,015

2006

2007

Number of
issuances
Number of
document
readings

7,223
4,126

5,000
0

10,946

Number of
applications

1,769

1,092

2005

2008

G4C Service Satisfaction


26% increase in satisfaction of the use
51% Satisfied

73% Satisfied
39% Average

2005
in survey

10% Dissatisfied

2008
in survey

21% Average

6% Dissatisfied

Future plans
All 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.

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II. e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

Annual Electronic Patent Applications Rate

All 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.

100
89.1

90.8

92.2

93.1

94.0

2004

2005

2006

2007

2008

5.9

5.9

2007

2008

75
50
25
0

Framework of Patent Service


Annual Time Spent on Evaluation

(months)

15
12.0
9.6

10

8.1

0
2004

2005

2006

Future plans
A 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.
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II. e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

Processing time (days)

Facilitate 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.
Framework of e-People

Satisfaction (%)

16
12

60
12

51.2

45
6.9

30

30.3

15

0
2005

2008

Suggestions by people

60,000

2005

2008

Number of online transfer

57,851

16,000

45,000

12,000

30,000

80,000

135,851

16,086

15,000

40,000

0
2005

22

18,662

2008

2005

2008

23

II. e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

Number of detail information provision services


for corporate civil applications

Provide a wide range of information and services to support companiesbusiness


activities such as civil service information, policy information, and additional services
via a single online window.

2,400

Number of websites linked to provide industrial


information

200

174

2,004

2,000

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.

160

1,600

1,469

1,469

151

151

2006

2007

120

1,200
80

800
400
0

40

40

199

2005

2006

2007

2008

2005

2008

Framework of a Single Window for Business Support Services


Number of monthly visitors

Customer satisfaction (%)

200,000

187,950

100
81.1
76.4

160,000

75

120,000

71.1
56.1

111,360

50

80,000
46,950

25

40,000
22,440

24

2005

2006

2007

2008

2005

2006

2007

2008

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II. e-Government Best Practices

e-Government of Korea

8. On-nara Business Process System (BPS)


Major achievements
Overview
The 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.

More than 16 thousand public officials of government entities including the


ministries are using On-nara BPS
Public officialsaverage reduction of business processing time: 8 hours and 4
minutes 5 hours 49 minutes (a reduction of 2 hours and 15 minutes)

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
Framework of On-nara BPS

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e-Government Best Practices

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II. e-Government Best Practices

e-Government of Korea

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

Major achievements

Overview

Shared Use of Administrative Information

Civil 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

One day use

Reduction of Needed Documents in Administrativ


Organizations
Reduced documents

120,000

32,000,000
109,050

27,187,306

90,000

24,000,000

60,000

16,000,000

30,000

8,000,000

18,887

4,989,553

0
2004

2008

2004

2008

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e-Government Best Practices


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II. e-Government Best Practices

e-Government of Korea

10. National Computing & Information Agency (NCIA)

Major achievements

Overview

System Security Equipment Installation Rate

Operate 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.

(%)

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.

(minutes)
100

100
75

Contents of services

Monthly Average Error Time

70
67
minutes

65

50

35

25
0.28
minute

0
Before
integration

After
integration

Monthly
average error
time in 2004

Monthly
average error
time in 2008

Framework of Integrated Government Information System

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e-Government Best Practices

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III
Development
Directions of
e-Government

III
Development Directions of
e-Government
1. Capable and smart e-Government for the people

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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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III. Development Directions of e-Government

III

Development Directions of
e-Government

e-Government of Korea

1. Capable and smart e-Government for the people

4. Global e-Government together with the international community

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.

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.

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


services without using paper documents as well as providing personalized
services.

With the recognition as the worlds 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.

2. Green e-Government utilizing green information and communications 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.

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e-Government Best Practices

E-Government services will be provided that anyone can easily use, including
handicapped and senior citizens, who may have fewer opportunities to use IT.

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of Korea
Best Practices
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