Digital seoul e governance(통합본)

Mission

Vision

Innovative

We lead the administrative innovation

We provide customized and optimized services to citizens by sharing

and harmonizing the process between citizens, public administration,

data and natural phenomena

We communicate with citizens to build cooperative e-governance

Convenient

We leverage ICTs for the safe and convenient living environment of citizens

Participatory

We build participatory communication processes to interact with and engage citizens

Transparent

We disclose public information and introduce an anti-corruption clean policy system

Mutually Beneficial

We cooperate in partnership with cities and businesses to achieve shared growth

Global No.1 Formula for e-Gov. connection

Digital-Governance

Seoul

1Digital Seoul e-Governance

International

Achievements

2005- Signed a Memorandum of Understanding with Moscow and Ulaanbaatar for cooperation on e-Governance

- Welcomed 285 officials from 39 countries for study visit on Seoul e-Governance

- Joined Shanghai Information Technology Promotion Center (SIPTC) Workshop

- Opened an English version of website on Seoul e-Governance

2008- Signed a Memorandum of Understanding with Astana and Taipei for cooperation on e-Governance

- Opened a promotional booth of Seoul e-Governance at WCIT 2008 in partnership with a private company

- Hosted the World e-Government Mayors Forum (WeGMF)

- Adopted Seoul e-Governance Declaration and agreed on the launch of World e-Governments Organization of Cities and Local Governments (WeGO)

2009- Signed a Memorandum of Understanding with Barcelona, La Manche and Kathmandu for cooperation on e-Governance

- Welcomed 157 visitors from 41 countries for study visit on the application of e-Governance

- Hosted World Cities CIO Forum

2010- Signed a Memorandum of Understanding with Dar es Salaam for cooperation on e-Governance

- Inaugurated WeGO in Seoul, and Seoul was elected as the founding president city of WeGO

- Signed a Memorandum of Understanding between WeGO and UNDESA (UN Department of Economic and Social Affairs) for cooperation on the UN Public Administration Network

2006- Welcomed 159 officials from 24 countries for visit on Seoul e-Governance

2007- Signed a Memorandum of Understanding with Ankara and Nairobi for cooperation on e-Governance

- Welcomed 81 delegates from 7 cities including Moscow, Sakai and Brunei

2014- WeGO developed Urban e-Government Diagnostic & Solution Framework with the World Bank

- Seoul was awarded special achievement award for World e-Government best city

- Seoul ranked number 1 in World City e-Government Assessment for 6 consecutive times

2011- Signed a Memorandum of Understanding between WeGO and the World Bank for cooperation in sharing good practices of ICT enabled public administration with developing countries.

- Signed a Memorandum of Understanding between Seoul and EAC (East African Community) and between WeGO and UN and NCDG (National Center for Digital Government)

2012- Ranked No.1 at Rutgers Global E-Governance Survey five consecutive times

- Successfully hosted the 2nd General Assembly of WeGO and was re-elected as the president city of WeGO

- Conducted consultation to Buenos Aires, Dar es Salaam and Ulaanbaatar for the feasibility study on the application of e-Government services

2013- Held an executive committee meeting of WeGO in Chengdu

- Conducted consultation to Addis Ababa and Maputo for a feasibility study on the application of e-Government services

- Welcomed 293 officials from governments and private sector for study visit on Seoul e-governance

- Trained 18 officials from 12 WeGO member cities including Barcelona and Chengdu

2

International

Achievements






























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International

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Roadmap

2000e-Gov(Electronic government)

Opened Seoul City websiteBuilt a basis for service toward citizens such as database and administration system

Individually customized/sympathizing serviceGovernment as a platform, service led by citizens

Internet access by 33million smart phones surpassed access by PCs

According to Mid-/Long-term promotion plan for mobile e-Government

Ministry of Administration & Safety, Aug. 2011

Sharp increase in citizen participation through mobile access and SNS

Facebook, Twitter, etc.

Big data, such as social data, recognized as important asset having socio-economic value

Use of big data reflected in making public safety, medical,

health care and counter terrorism policy in the US, Singapore and Canada

Increase of cyber-attack to public institutions such as the Presidential Office,

government, banks and TV stations

2015

Introduced Oasis of Ten Millions ImaginationsPromoted- Ubiquitous city- Mobile serviceFully promoted open / participatory information(Interactive Plaza, Open Data Service)

2010

Implemented ETAX and e-Civil ComplaintsExpanded e-Government service to major areas such as public transport

2005

2005

Joined-

up Gov

(Conne

cted /

Integra

ted go

vernm

ent)201

0

Open G

ov(Parti

cipatory

/ Open

gover

nment

)

2015

Smart

Gov(Un

dersta

ding c

itizens

/ smart

govern

ment)

Digital-Governance

Seoul

4

Roadmap














2015


2010


2005

2005

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up Gov

(Conne

cted /

Integra

ted go

vernm

ent)201

0

Open G

ov(Parti

cipatory

/ Open

gover

nment

)

2015

Smart

Gov(Un

dersta

ding c

itizens

/ smart

govern

ment)

Digital-Governance

Seoul

Roadmap














2015


2010


2005

2005

Joined-

up Gov

(Conne

cted /

Integra

ted go

vernm

ent)201

0

Open G

ov(Parti

cipatory

/ Open

gover

nment

)

2015

Smart

Gov(Un

dersta

ding c

itizens

/ smart

govern

ment)

Digital-Governance

Seoul

Roadmap














2015


2010


2005

2005

Joined-

up Gov

(Conne

cted /

Integra

ted go

vernm

ent)201

0

Open G

ov(Parti

cipatory

/ Open

gover

nment

)

2015

Smart

Gov(Un

dersta

ding c

itizens

/ smart

govern

ment)

Digital-Governance

Seoul


6G2C[Government to Citizen]

Abbreviation of Government to Citizen,

used when explaining the government policy or

activity toward citizens


Digital Seoul e-Governance

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8

Details 54p

Keeping citizens safe

Seoul CCTV Integrated Control Center

Main Feature

Major Performance

AboutInstallation of CCTV cameras in crime-prone and vulnerable

areas with a CCTV integrated control center in each district

will provide 24 / 7 / 365 real-time monitoring and response.

High CCTV Operation Numbers - 44,750 (August, 2014)

High Operation Rate for CCTV Integrated Control Center

- Seoul City 24 districts

Reduction in CCTV maintenance control costs

Increase in criminal conviction rate

OtherAgencies

Disaster Control Center

Fire Department

Police

TrafficInformation Center

DisasterControl Center

Number of Real-time Responses by Year

2010 2011 2012 2013 2014

63216

377

2500

2000

1500

1000

500

0

1136

2052

Num

ber

of S

itua

tion

s

Year

Real-time identification and collection of various visual information of disaster,

accident, etc.

Quick response from related groups when issues are detected in images

Visual information stored for 30 days - assistance when securing evidence for

the arrest of criminals


BEFORE Immediate response was difficult due to long time in recognizing and dealing with accidents and incidents

AFTER Through 24 / 7 / 365 monitoring at the integrated control center,police can be immediately dispatched to the site upon recognizing any accidents or incidents

Major Expectations

VideoTransfer

SituationSpread

Site Dispatch

dispatch

112 Control Room(Police Stations)

PatrolOn-Site Action

(Urgent circumstance terminated)

District CCTVIntegrated Control Center

Capture signs and warning (Operators and police officers work 24 / 7)

Situation Occurs

Reduction in social cost attributed to the advanced disaster prevention system

Reduction in the risk of recidivism by taking legal action against crimes andunlawful acts

Reduction in operating costs of CCTV and increase in operational efficiency

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10

Details 57p

Bringing ideas into reality

Oasis (Oasis of 10 Million Imagination)

About Major PerformanceA citizen proposal system that collects citizens creative

ideas and hands over the best ideas selected by citizens

vote, to the city officials who then reflect the proposal in

actual administration or give suggestions

High citizen participation rate - Number of members

70,379

Monthly average of 669 proposal cases

(average daily number of visitors 227)

High number of adoptions - Of a total 152,000 proposal

cases received, 565 cases were adopted

Main Feature1. Citizens can directly make proposals easily anytime, any place

2. Status check (Review, Pending, Accepted) is available in real time

3. Mileage Membership System

140

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80

60

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20

02006 2007 2008 2009 2010 2011 2012 2013

1.8%

1.6%

1.4%

1.2%

1.0%

0.8%

0.6%

0.4%

0.2%

0.0%

Related free opinions and/or policy ideas can be submitted through the

website or mobile page.

If there are votes from at least ten other citizens, the proposal will be re-

viewed by the relevant responsible department. After which, the results will

be shared with the public.

Graded mileage will be given to all users who log into Oasis of 10 million

imagination and use any direct/supplementary functions. Citizen participa-

tion is to be improved through objective incentives for activities.


BEFORE Policy making centralized by bureaucrats

AFTER Policies are proposed directly by citizens and reflected in administration

Major Expectations

Oasis (Oasis of 10 Million Imagination)

Seoul's imagination yard (Citizen's Proposal Presentation)

My Page

Place Proposal

Review Proposal

Realize Proposal

Register

a proposal

Citizens vote

10days

after registration

Review proposal

at least 10 votes

20 days after

the vote

Good Proposal

Selection

Meeting

once quarterly

Good Proposal

Contest

quarterly

Oasis policy proposal process

Reduction of citizen complaints and dissatisfaction through the active collection of citizen opinions.

Open administration is achieved through making public the proposal, review, and adoption of policies.

Previously, when people in charge of policies had changed, it was hard to check the status of the

policies in question. This issue has now been resolved.

http://oasis.seoul.go.kr

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14

Details 60p

Simply ask and all can vote Mobile Voting App

mVoting

Main Feature

About

Seoul- Policy voting for the public or designated individuals

voting targeting all Seoul citizens

target voting through DB classifications of age, location, occupation and

gender.

target voting through the use of data in existing DB (phone numbers)

Location based voting ( Patent applied for)

voting targeting people participating in specific events

A participatory voting app that anyone can ask questions

- on policy and also on any real life issues - or vote on it.

With either a smartphone or a PC, a secret vote targeting

specific people, or a voting targeting citizens in a specific

location is available.

voting targeting all Seoul citizens

target voting utilizing mobile phone address book

target voting through the use of data in existing Excel DB(phone numbers)

voting targeting designated individuals without phone number information

Major Performance

12,000 app downloads with over 70,000 participants

Policy modification and implementations based on public

views

Received Grand Prize for public sector in

Citizens - Theme / topic based voting

Number of AppDownloads

Number of voteparticipants

Number ofvoting agendas

Number ofcomments

Biggest number ofparticipants in a vote

20,000

166,000

Secured big number of downloads and vote participants

1,417

12,197

3,786


BEFORE To receive feedback from the people, surveys were carried out on a person-to-person basis

AFTER Through mVoting, upon registering, a persons feedback can be acquired quickly and easily.

Major Expectations

Civil service PC web services

Vote list exposure(Citizens vote)

Create Excel list of citizen votes

Participation eliminates disparities

in auxiliary services.

Smartphone Applications

Vote list exposure(Citizens vote)

Generation Civic Vote

State services channelUsers

Event Management Services PC web site

Generated on-site events to Vote

Vote Management Services PC web staff

Policy creation Seoul Vote

Service management

(department-specific features)

Accessible only to internal networks SeoulSeoul staff

Before After

Citizens are able to leave comments quickly on major policy decisions

Through onsite voting and target voting,democratic opinion gathering and decision making can be reached in an organization

Citizens participating in major administrative decisions,mVoting can be used as a means of conflict resolution and cooperation

www.mvoting.seoul.go.kr

16

120Dasan Call Center

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18

Details 66p

Quick question and answer, citizen-centered call center

120 Dasan Call Center

Major Performance

AboutThe single number 120 is a complaints handling system that

handles inquiries and complaints related to life in Seoul quickly

and accurately. Not only 24 hour telephone counseling, con-

sualtation using SMS, and SNS counseling, but also text chat

and sign language video chat counseling for people with dis-

abilities, and counseling in five languages for foreigners are

available.

Main Feature120 telephone, SMS counseling: For necessary information and/or complaints, call or

text 120, or alternatively, send a photo.

120 Chatting, sign language counseling: For necessary information and/or com-

plaints, hearing/language impaired individuals can use chatting or video (sign

language) services.

120 Foreign language counseling (five languages): Foreigners residing in Seoul

can call 120+9 for consultation.

Service satisfaction 90.6 points, over 67 million consulta-

tion cases(as of June 2014)

Call center service management system acquired ISO9001 interna-

tional certification(31th Dec. 2008, NQA Korea)

Dasan Call Center has facilitated a weekly program that introduces the

knowhow of running the call center

Phone Cellphone Internet Video Chat 120 DasanCall Center


BEFORE There were communication problems with inquiries and/or comments at the city.

AFTER Through chatting and/or sign language counseling, inquiries or comments at the city can be made.

Major Expectations

Citizens

Citizens,foreigners

Counsellingby phone

Counsellingby SMS

Internet/messenger

Counselling byvideo chat

Internalcustomers

One stop complaintprocessing

Share voice ofcustomers

Analyzecomplaint data

Feedback topolicy making

CTI(clients information/call forwarding)

Counselling(responding inquiry, registering complaints, call forwarding)

Manage counsellors(assessment, training, and quality control)

Manage PCMR(manage clients relation for marketing, support outbound)

u-Counselling(thus saving communication cost and dispersing phone calls)

IVR(code information)

Record counselling

FAX(in/out)

MMS(send)

Chatting/widget(counselling by chat)

App(app search)

120 Dasan Call Center System

Improveconvenienceof public life

Improve living comfortfor multicultural families,foreign tourists and workers

Lessen the workload of theintegrated call center networkmember agencies

Achieve equality ofaccess across variousplatforms of voice call,video call, SMS, chatting,and SNS

http://120dasan.seoul.go.kr

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20

Details 70p

Quick and Easy Civil Complaint / Proposal Integrated Service

Eung-dap-so

Major Performance

AboutRegardless of topic, all types of civil complaints and sug-

gestions can be registered through Eung-dap-so on PC

and smartphone, anytime, any place.

Main FeatureRegister complaints / suggestions and check results

View complaints / suggestions / responses and frequently asked questions

Complaints received and answered through SNS

High usage rate - Total 37,271 cases (as of 30th Jul. 2014)

Reduction in complaint processing time - 3days

(shortened by 0.72 days compared with 2013)

Civil Complaint / Proposal Integrated Service

Smartphone

Request complaint/suggestion

PC

Report complaint by SNS Solve complaint


BEFORE It was a hassle to find the responsible departments and staff to report a civil complaint

AFTER Civil complaints can be registered simply through Eung-dap-so's website or app

Major Expectations

Citizen

SNS

Mobile

WEB

Complaint, ProposedApplication

IntegratedReceivers

Simple Complaint ->Immediate Response

General Complaint, Proposal ->Distribution

Civil Complaint /

Proposal Integrated

Service

DepartmentManager

Specify Processing Staff

Processing Staff

Complex ComplaintConsultation

Treatment and Response

Simplecomplaint

Immediateresponse

Mobile phone message, email, SNS Treatment Notification

Generalcitizen

proposal

Increased satisfaction of living due to reductionof complaint processing time

Double business efficiency and easy usage bycitizens due to consolidation of

channels for complaints

http://eungdapso.seoul.go.kr

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22

Details 73p

Everything about maps and spaces

Seoul Map Website

Major Performance

AboutA variety of spatial information such as road and urban

planning, is provided to the public in the form of life guide

map, city information map, statistical map, and spatial in-

formation online education

Main FeatureMap Services - All kinds of Seouls maps including real-time traffic information,

aerial photograph, statistical map, etc.

Smart Complaint Registration - A service for using your smartphone to report a

variety of complaints via map such as sidewalk block damage, illegally dumped

trash, illegally parked cars with location marked on a map or attached photos.

Website and app available.

Reduction of overlapping investment budget and mainte-

nance costs. (At least 3 billion won annually)

E-Government In FutureGov Awards Oct. 2011

Geospatial Technology for E-Services, Map Asia 2010 &

ISG2010, Jul. 2010

Special Achievement in GIS Awards Ceremony, 2011 Esri UC,

Jul. 2011

Seoul City Statistic Map

Location-based SNS Map Service

Smart Complaint Registration App and Web Service


BEFORE Search Seoul historic sites > There were problems with most search results ontouristic historic sites / Lack of English contents

AFTER Search all kinds of historic sites / English map searches also available

Major Expectations

Search

User Guide

Site Map

Map Service

Civilian Proposal Plaza

Spatial Information

Education Center

Sector Spatial Info

Full Menu

3D maps

Aerial photograph service

Geotechnical Information Management System

City Information Maps

Seoul Statistics Maps

Map Open API

Reduction of operation costs throughthe integration of other agencies'databases and systems.

Safe provision of spatial informationdata through the integrated operationof continuous database management.

Technology connection and DB sharingwith other agencies or organizations

http://gis.seoul.go.kr

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24

Details 77p

Anytime, anywhere pay tax quickly and easily with

ETAX (Electronic TAX)

Major Performance

AboutIn order to lessen the inconvenience of going personally to

pay tax in cash, Seoul City and Seoul City agencies have

planned a convenient tax payment system for the various

bills of local taxes imposed by the 25 districts, such as wa-

ter and sewage charges, to be paid through cash or credit

cards.

Main FeatureTax queries, reports, payment

View and apply for tax refunds

Electronic tax notices and mileage system

Rapid increase of number of ETAX users - 79.6% of total

number of payments

ETAX system benchmarking by local governments

ETAX system benchmarking by Japan, Thailand and Uzbeki-

stan

BEFORE

Bill Check Calculate Payment in bank

AFTER

Smartphone & Internet Check logon to ETAX Payment

Increase of electronic payment of Seoul by ETAX

11.7%0

20

40

80

100

Percentage of

electronic payment

79.6%


BEFORE Tax bills are sent home > Requesting lost bills to be re-sent was inconvenient.

AFTER Receive and pay electronic bills through website, smartphone, SNS, etc.

Major Expectations

Payment rate has been improved as anyone, without the constraints of time and space, can easily and conveniently inquire about and pay taxes.

Through the decrease in usage of paper bills, envelopes, and mailing cost, social costs will decrease

International competitive-ness is enhanced through the provision of an English website for foreign taxpayers

Notification of local taxes for taxpayers and all payment related processes can be checked. Tax payments are convenient and transparent. Reliability ensured.

https://etax.seoul.go.kr/english

26

G2B[Government-to-Business]

Abbreviation of Government to Business,

used when explaining the government policy or

activity toward business companies


Digital Seoul e-Governance

Seoul Open Data Plaza

Geospatial

InformationPlatform

PaymentMonitoring

System

28

SeoulOpen DataPlaza

Quality diagnostic plan Quality measurement andresult analysis

Quality improvement activities

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Digital seoul e governance(통합본)

Government & Nonprofit

Transcript of Digital seoul e governance(통합본)