G4C. Government For Citizen

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1 G4C Government For Citizen

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5 1. Project Introduction Background Information and Necessity Significance of the Project Direction and Details Organizations Implementation Process Achievements and Expected Benefits System Construction Overview and Goals Background Information and Strategies Advancing the System System Construction and Functions System Utilization Status Development Direction Invigorating the System Establishment of a Legal Framework Distribution and Expansion Conclusion Evaluation Future Tasks 59

6 G4C : Government For Citizen 1. Project Introduction 2. System Construction 3. Invigorating the System 4. Conclusion

7 1. Project Introduction 1.1 Background Information and Necessity Significance of the Project Direction and Details Organizations Implementation Process Achievements and Expected Benefits 32

8 I G4C : Government For Citizen I 1. Project Introduction 1.1 Background Information and Necessity The G4C project arose from the need to provide a better set of services to the public, as well as increase administrative efficiency and transparency by applying information technology to the civil petition and government service system. The intention was to create an innovation in government functions, establishing a government service architecture befitting of the age of information, with nearly 20 million Koreans using the Internet and 3.9 million high-speed Internet subscriptions in the country. The G4C project, a key government project aimed at creating an electronic government (e-government), began in 2000 by utilizing the information technology foundations already established through various government-it investments such as the administrative computer network project. While prior to the establishment of the system citizens had to resort to physically visiting government offices or submitting a cumbersome amount of documents to file civil petitions and receive services, the new system allows anyone to minimize the amount of visits to physical offices and agencies, receive information anytime and anywhere, and access a wide variety of government services via the Internet. A "one-stop" administrative service allows users to access and directly print from their PC a variety of documents and certifications commonly used in daily personal and business tasks. In addition, diversifying the ways petitioners and service-seekers can receive the results of their requests enables today s users to access administrative services without being bound by time and location constraints, thus increasing the range of government services and facilitating the process for requesting and receiving administrative services Significance of the Project The G4C project integrates information technology (IT) with administrative services, facilitating information exchange between administrative agencies as well as using

9 1. Project Introduction IT to aid citizens with their services. This system not only enhances the overall quality of administrative services but achieves the dual goals of efficiency and transparency as well. The development of IT has led to an information revolution in our society. The resulting economic and cultural development has increased demand for highquality administrative services. The G4C project integrates high-tech IT with government services in order to meet this demand. The system was designed to both provide high-quality government services to citizens as well as internally enhance service efficiency and effectiveness. The information age of the 21 st century has intensified global competition among nations. Solid information and technology foundations are keys to creating a powerful nation in this new age. To address this vital need, the G4C project was created to increase Korea s competitiveness capability in government service provision. Korea began the computerization of its government services in the 1980s, creating databases for major service areas including citizen services, real estate, automobile services, corporations, and tax management. Aggressive government support for creating a high-speed communication network has also resulted in one of the most wired nations in the world, with 35 million Internet users in the nation today, including over 15 million high-speed Internet subscribers. Based on these accomplishments, a number of projects aimed at bringing government services to cyberspace have been carried out, including the G4C project which stands at the forefront of advanced implementation of IT to government administrative services. 1.3 Direction and Details A. G4C Project during the Kim Dae-jung Administration The early phase of the G4C system that began in 2002 can be summarized as follows: (1) Single e-government Service Desk A portal site representing the Korean government was created on the World Wide 00

10 I G4C : Government For Citizen I Web. This allowed the integration of Internet services that had previously been offered through each agency s respective Internet sites, creating a single "service desk" for all government services as well as promoting links among administrative agencies. The e-government portal is Government employees can utilize dedicated processing windows to manage information and handle various tasks, jointly sharing information with other agencies in order to perform citizen services. (2) Internet-based Service Guides (A) Internet Service Procedure Information The single online service desk provides detailed procedures for over 4,000 government and administrative services, including the appropriate agency, specific procedure, fees, required documents, and related laws and regulations. Services with complex procedures are grouped into steps that can easily be understood by the user. (B) Agency Information Should the applicant for a service not know the appropriate agency that provides such services, the system provides the agency s address, phone number, contact official information, and detailed directions. (C) Required Documents Information Information on the number and types of documents required for services can be accessed online, and can be directly printed to be used as application forms. (D) Related Legal and Regulatory Information The user can access the laws and regulations pertaining to the service being sought. The legal and regulatory information are directly linked to the government s legal information service, providing the latest revisions and clauses for each regulation. (3) Advanced Search Functions The e-government service desk allows users a quick and easy information search function regarding government services, including a category search, quick search, and site-wide search. 010

11 1. Project Introduction (A) Category Search Over 4,000 government services are divided into 12 categories including "personal and household, real estate, automobiles and transportation, taxes, corporations and economy, travel and emigration, defense and North/South Korea exchange, education and employment, social welfare and health, art and culture, leisure and sports, and environment", and 135 sub-categories. The user can select the desired category for search using a familiar interface commonly employed by commercial search engines, to access information and procedures. Each category is further divided and sorted using standardized systems, such as by life-cycle or industrial category. (B) Quick Search The quick search function can be used if the user already knows the name of the service desired, or details of the service procedure. The user can then find the appropriate information by searching for the agency name or the service name. (C) Site-wide Search The site-wide search function is similar to the search system found in commercial Web portals. The user can enter a keyword to search among the entire e-government service portal contents for related services, forms and applications, cases and samples, FAQs and Q&A section. The search function also returns results found in other agency Web sites as well as outside Web pages. (4) Request for Service and Processing (A) Request for Service and Processing Overview A total of 390 services could be requested through the e-government service portal during the early days of the G4C project. These services were limited to the issuing of certifications and other tasks that either did not require additional documents or could be processed by inter-agency information sharing. This limitation was caused by the need to physically submit related documents for services with such requirements. The 390 services offered in late-2002 included 46 services related to national identification certification and reference services for the Ministry of Public Administration and Security, 130 tax-related services for the National Tax Service, and 25 services for the Ministry of Environment. 011

12 I G4C : Government For Citizen I (B) Service Request Procedure a) Membership The e-government service portal was designed to accept memberships. While not mandatory, a user can store his or her personal information in the system by acquiring a membership, eliminating the need to repeatedly enter his or her personal information every time a service is requested. b) Entering Basic Information When searching for services, the user enters basic personal information including name, national identification number and address via the online service request menu. A site member is only required to verify the information stored in the system. c) Submitting the Request Form Once the user inputs his or her personal information, the request form must be filled out completely. The user selects the method for receiving the results of the request, including physical visit, mail, agency submittal (review), Internet review, and electronic issue. The user can select to physically visit the respective agency to receive the results of the service request. The user can also receive the results by mail if recipient verification is not required, or a certified electronic signature is employed. The user pays for postage in this instance. For agency submittal (review), the system automatically dispatches the results of the service requested to the appropriate agency designated by the user. The agency can directly review the forms submitted online. However, while the contents could be printed out, the resulting material was not considered to be a legal document or admissible evidence during the early stage of the system s development. d) Verification by Certified Electronic Signature Once the user completes the request form and designates a delivery method that requires personal verification, the certified electronic signature system can be used for this purpose by selecting the storage path for the certification (floppy disk, hard disk, CD, etc.) and allowing the system to verify and complete the request. 012 e) Fee Payment Any related fees for using the service must be paid once the request form has been completed and personal verification is carried out. The fee is composed of

13 1. Project Introduction the basic service fee as outlined in the "administrative service standard table," additional fees for using an e-payment method, and postage fees if applicable. Payment methods initially included credit cards, e-money, and wireless transfer and deposit, with mobile payment recently included to bring the number of payment methods to five. Cash can also be used as payment if the application personally visits the related agency office for delivery. Standardized fee structures were used during the initial stages of the system s application. However, since 2007 a system for waiving fees for online services has been created to promote the use of the new system. f ) Reviewing the Results A customized service system allows the user to review and verify the results of the requested online service. (C) Issuing Documents The results of the service requested can be delivered by mail, by a visit to the respective agency, or by printing out directly from the user s PC. The user can select the type of postage (first class, priority, registered, etc.), as well as the place of delivery should the user desire a personal visit (municipal, provincial, district or any other government office that is convenient for the user). However, some services have a fee structure based on the number of pages requested, and 13 services require a payment at the time of delivery and must be picked up in person. However, improvements to the system have allowed the vast majority of users to simply print out the document results of their service requests using their personal computers. (5) Electronic Document Review and Delivery (A) Electronic Document Review By late 2002, a total of 40 services in six agencies were available through the integrated e-government service desk for online reviewing and downloading in electronic form. However, these documents initially were not considered to be legal copies, and actual Internet application and delivery of legally admissible and applicable copies did not take place until September (B) Electronic Review and Delivery Service The electronic review function allows the user to review the results of a service request (i.e. certificates) online through the integrated e-government portal. The 013

14 I G4C : Government For Citizen I user can also download the electronic document on his or her individual PC by accessing the "Customized Service" menu, and can conveniently re-send relevant documents to other agencies via electronic mail as well. (6) Administrative Information Exchange (A) Administrative Information Exchange Overview Twenty information items in five categories including residential affairs, realestate, automobile, corporate, and taxes were chosen in order to facilitate the exchange of inter-agency information by allowing electronic verification of such vital and frequently-used information. This new system eliminated the need to acquire certificates and other legal documents from one agency in order to submit them to another agency, thereby enhancing administrative efficiency. This system served as the foundation for the Administrative Information Exchange Development Committee (2005) and the later Administrative Information Exchange System. (B) Types of Shared Information The shared information include certified copies of the national identification form, land rolls, regional proof of tax payment, itemized proof of tax payment (automobiles) as retained by the Ministry of Administration and Public Security; statements of listed rates, statement of building use and registration (general/ combined), certificate of usage (residential construction certification), automobile registration statement (both parties), motorcycle certificate of declaration, and construction equipment registration as retained by the Ministry of Construction and Transportation; proof of tax payment, business registration, income statement certification, proof of suspension of business, and proof of dissolution of business as retained by the National Tax Service; and building register certification, business register certification, land register certification, and family record certification as retained by the Supreme Court of Korea. B. G4C Advancement during the Roh Moo-hyun Administration Despite the high hopes created by the establishment of the G4C system in 2002, observers initially pointed out that the service failed to deliver on its key promises. The following issues were raised with regard to the new system: 014 First, the 452 services initially offered only amounted to 10% of the total number of government and administrative services, and were generally simple in nature.

15 1. Project Introduction Second, integrated inter-agency services including change-of-address reporting, birth reporting, and certification services commonly sought by many citizens were absent, preventing users from experiencing real service improvements compared to traditional methods. Third, the lack of sufficient promotion led to a public awareness rate of less than 30%, with only 3% actually using the online services offered. Fourth, complicated procedures, service time limitations, and the lack of an integrated certification system linking the G4C system created barriers for easy utilization of the system. In order to address these issues, a plan to improve and advance the G4C system was created in order to set up operational links between the civil service procedures of both online and offline government offices and provide customeroriented administrative service. In September, 2003, a new Internet document issue system was initiated to allow citizens to apply for and receive eight key certificates and documents completely online, including national identification registry certificates. The G4C advancement project aimed to create a single integrated government service desk that allowed citizens to apply for and acquire a variety of documents via the Internet without having to physically visit government offices. During the initial phase of this plan, efforts were made to provide online services for the majority of administrative services, as well as apply voice- and mobilebased services to diversify the means for receiving government services. However, as details of the plan continued to be refined, the number of services that could be applied for online was reduced to a more realistic level at 620 services to reflect the maximum effectiveness of applying information technology, and 30 services were selected to be enabled for complete online application and delivery of results. In addition, the lessons learned from the government s information strategy plan (ISP) were used to implement an electronic document attachment system for required documents, and a new T-GOV trial operation was added. However, plans for providing integrated government service through a single window were shelved due to the lack of inter-agency cooperation and policy restrictions that prevented the development of such a system at that time. The G4C project adopted a number of solutions to address these issues. First, the 015

16 I G4C : Government For Citizen I system categorized over 4,700 services into personal and household, real-estate, automobiles and other major areas, and added a service guide and information search service to aid users in requesting services online. Second, the number of administrative and government services offered by the Internet service system (G4C) was expanded from 4,400 to 5,100, with the number of applications available increased from 430 to 720 and online issued document types increased from eight to 33. Third, additional service methods, including mobile and television, were added. Fourth, an integrated electronic government service system was designed to allow 97 government agencies and organizations to share information and jointly utilize the system. C. G4C Advancement During the Lee Myung-bak Administration In early 2009, the Lee administration created a civil service development team in order to further advance the G4C system and create a world-class online government service system, and initiated a total of 19 projects in four areas as illustrated by [Figure 1] below: 016

17 1. Project Introduction [Figure 1] Goals and Tasks of G4C Advancement Service-oriented government Enhance national competitiveness Low-carbon green growth Society based on trust Alleviate inconveniences Minimize visits required Minimize administrative load on businesses Rapid permit and license issue Conserve energy Paperless services Reduce social costs Reduce unnecessary service occurrences Develop the world s best online civil petition and government service system 19 Tasks in 4 Areas 1. Reducing Paperwork & Processes 2. System Improvements 3. Regulatory Reform 4. Promote online usage Consolidate services Reduce paperwork Improve service system Reform personal seal system Create an integrated government service portal Expand administrative information sharing Link support systems e-document verification system Establish e-document repository Establish ubiquitous infrastructure Establish legal status and application range of e-documents Establish legal status and application range of electronic signatures Computerize electronic notary and other verification services Establish regulatory framework for electronic document depository Expand online administrative information usage Computerize and standardize forms and documents Simplify verification process Create online service packages Promote usage and public education The major issues for addressing the advancement of the G4C system can be outlined as below: (1) Simplification of Service and Required Documents (A) Combining and Eliminating Services After a careful review and diagnostics process, a process of elimination and/or combination of services that have little legal foundation, or are almost never requested by citizens. Remove unneeded services before moving them online. Discover and eliminate services that require a complex process or are rarely used Combine services with similar requirements and legal backgrounds but differing in name only due to regulatory stipulations. 017

18 I G4C : Government For Citizen I Combine services that are, similar in nature but are offered by multiple agencies, in order to standardize and integrate services. (e.g.) Services related to non-profit organizations (B) Simplification of Required Documents Eliminate document requirements imposed on citizens and petitioners that can be acquired internally through the inter-agency information sharing system. Shared administrative information -> conduct a thorough investigation to create reductions. Information that can be internally verified: certificates of authorization copies, building code documents, etc Should the required documents differ based on the application method (i.e. by visit, Internet or mail), the method with the simplest requirement is adopted as the standard. The requirement for "submitting a certified proof of identity" is replaced by "proof of identity" for offline services and a certified identity verification signature submitted by logging in for online services. The requirement for "a copy of bank account information" is replaced by a simple listing of a bank account number on the appropriate forms. Promote the reduction of certificates and documents required in the public sector. (e.g.) Widespread practices of requiring multiple certified copies of a person s identity and family registry information, or requiring a national identification certification for the year-end tax adjustment process. (C) Process Reform Discover methods for improving a variety of service processes and procedures. (e.g.) Personal services: residential living services, welfare, education, immigration, vehicles, taxes. By user group: citizens with disabilities, seniors, business owners and foreigners, etc Discover methods for increasing the efficiency of government administrative organizations. (e.g.) Improve fee structures, increase efficiency for issuing certifications, and combine similar services to streamline the administrative process. 018 Standardize and simplify procedures for requesting and receiving government services.

19 1. Project Introduction (e.g.) Expand services that can be received by phone or fax. Compile opinions from the general public, civil servants and outside experts in order to improve service efficiency. Conduct surveys, interviews. (D) Reorganize the Personal Seal System Establish a high-level task force for reorganizing the personal seal system, with the ultimate goal of abolishing the system within three years. Review all procedures requiring a personal seal or a seal certificate, and perform early elimination of services with little need by the end of the year. Abolish the requirement for providing a personal seal certificate if another proof of identity can be used as a replacement, such as a national identification card. Along with abolishing the personal seal system, devise an alternative method. Create an alternative system for establishing a proof of identity for property (i.e. real estate) issues. (2) Establishing and Improving the Administrative Service System (A) Establishing an Integrated Service Portal Strengthen hardware and software assets to expand G4C into an "administrative service portal." Link with document verification system, standardized application and request systems. Develop procedures for all government-related services that can be applied for and received online via the portal site. Link with 54 systems including Hometax.go.kr (tax service), Unipass.co.kr (customs) Reorganize the administrative service processing standardization table to facilitate understanding, and develop customer-oriented service regimes. (B) Expand Scope of Information Exchange Expand the number of information items designated for inter-agency exchange from 71 to 300. Evaluate economic and other feasibility before initiating the project. 019

20 I G4C : Government For Citizen I Expand the scope of the information exchange from the current 66 public and private organizations to approximately 100 public and private organizations. Include schools and secondary financial institutions to the current list of public agencies (50) and commercial banks (16). Revise relevant e-government laws to expand the system to include secondary financial institutions. Promote the joint utilization of the "Saeol" database for administrative cooperation between cities, provinces and districts. Provide measures for personal information protection to accommodate the expansion. (C) Integrated with Support Systems Link G4C with the document distribution system, process management system, and the city, provincial and district administrative systems to create an online document delivery system. Service task is processed by the respective official at each agency s process management system level, with the results available for online delivery to the user. A method to store and utilize various applications and other forms submitted by the user in a central electronic document storage system will be created. A link module for processing common forms between the G4C and agency-based systems will also be developed and distributed to relevant organizations. A security system will be required to preserve the integrity of personal information and sensitive data as it is shared and delivered throughout the network. 020 (D) Electronic Document Verification System Create an electronic document original verification system using time stamp technology in order to record the time and date of issuance and prevent the circulation of forged electronic documents. Link with G4C for application in simplifying the year-end tax return submission process. * Trial operation through the Ministry of Administration and Public Security, Defense Acquisition Program Administration (Dec Feb. 2009) Time Stamp Authority (TSA): A time stamp mark is issued to each electronic document in order to allow the recipient to verify the time of issuance and the document s authenticity.

21 1. Project Introduction (E) Electronic Official Document Management System for Civil Petition Create an Electronic Official Document Management System for Civil Petition that enables the storage and review of forms submitted by service users as well as electronic documents delivered to users. An online accumulation system will be able to track and monitor completed services in order to carry out quality control. The repository is linked with the electronic document management system, G4C and the document verification system. (F) Expanded Ubiquitous Foundations Provide the foundations for expanding the current scope of service that is limited to PCs with Internet connections to include mobile devices (mobile phones, PDAs, etc.), too. Currently just one service (land registry) is offered via mobile systems, in addition to information on 5,100 government services. Expand the scope of services to allow users to take advantage of the system via their television sets (cable TV, IPTV). Currently there is a 31-service information guide, six application, five delivery and three review options are provided through the Gangnam-gu Cable TV services, with further additions planned for the IPTV public service overseen by the Korea Communication Commission. (3) Regulatory Reorganization In order to carry out the goals outlined in the "Government Service Development Plan" announced in March 2009, the foundations for expanding electronic government services will be prepared by reforming and reorganizing relevant laws and regulations. Users will be able to submit electronic documents, legal forms and certifications in order to receive a wide variety of services. In addition, certified electronic signatures can be used as an alternative to the current verification system involving physical signatures, further expanding the scope of services offered online. (A) Enumeration of the Legal Status of Electronic Documents Enable electronic documents to have the same legal status as physical documents, allowing the submission of required documents and certifications via electronic methods. 021

22 I G4C : Government For Citizen I (B) Expansion of the Legal Role of Electronic Signatures Enable certified electronic signatures to have the same legal status as signatures (initials), and allow the electronic signature to be used as a proof of identity when applying for service via a third party. (C) Create an Electronic Official Document Management System for Civil Petition Create a repository for the storage as well as the verification of authenticity of documents related to government and administrative services. (D) Expand the use of Online Administrative Information (Utilize Electronic Documents) Should a citizen request a verification of an original document or a copy released by an administrative agency, verify the document in order to further promote the use of electronic documents. (4) Promote Online Usage (A) Initiate Improvements Including Simplified Authentication Reduce the amount of personal information needed to create a new membership with G4C, and enable the use of an electronic signature in lieu of acquiring a membership. In addition, create a "single sign-on" system to enable users to log onto multiple electronic government service systems without having to repeatedly log on. * Utilize the G4C authentication system until an integrated system can be put into place in order to ensure the continued provision of service. Apply one-time passwords to protect the personal information of users. In addition, diversify the means of authentication and payment to include mobile phones, credit cards, etc. Analyze complaints filed regarding the G4C system to improve menu functions and carry out other changes to enhance the convenience factor of the system. (B) Link Common Services into Online Packages Combine services that require multiple processes into single packages for facilitated management. 022

23 1. Project Introduction Examples of Service Packages Name Change - driver's license, business registration, etc. Construction Permit - certifications for tax payments Low-income Benefits Registration - application for reduced TV fees, etc. Authorizations, Dissolution of Business Forms - business registration, business dissolution, etc Death Certificate - transfer of ownership, inheritance tax, application for pension, etc. Revise the document requirement for selected services to streamline the process. (e.g.) Two copies furnished automatically for reporting a death and applying for the national pension. Closely analyze the usage of commonly used documents such as land records and land-use authorization certificates to create new methods or integrating similar services. In addition, create the necessary regulatory and legal framework for establishing integrated administrative services. (C) Promotion and Public Education Promote G4C through various media during times of heavy usage, such as during the year-end tax season. Specific promotional plans are as follows: bundle a set of services for specific user groups in selected occupations or seeking a certain set of services, and provide employment, weather, traffic and other information to enhance system usage; strengthen site-wide help functions to aid seniors or users with disabilities; create promotional materials containing user guidelines and make available to the public through government offices, and educate civil servants on the functions and uses of the government online portal system; and indicate on all applicable documents and forms the means to access them online. While a "certificate of military service" can be received online, this information is not indicated on the physical form include directions for applying for the document through " Application guidelines for receiving a copy of an "individual & household national registration certificate" is indicated on the bottom of each form additional directions indicating that "while applying for the form at a government office entails a fee of 350 won, the same service is free online." 023

24 I G4C : Government For Citizen I 1.4 Organizations A. Kim Dae-jung Administration ( ) In 2000 during the initial stage of the G4C project the main project organizations for the BPR/ISP projects were created as part of the Government Innovation Committee to include subsidiary departments of planning, citizen area projects, real-estate projects, vehicle projects, business and tax projects, and agency office affairs, as outlined below in [Figure 2]. [Figure 2] G4C Project's BPR/ISP project organization chart Government Innovation Committee Project Team Leader : Ministry of Public Administration and Security (Administrative information planning division) Ministry of the Ministry of Strategy & Finance (Administrative reform director) Consulting Committee Technical Advisory team Consulting Committee Citizens affairs team Real-estate team Motor vehicles team Business and taxes team Main service project team Ministry of Public Administration & Security (Director of administrative information development) Ministry of Strategy & Finance (Administrative Team 2 Leader) Ministry of Public Administration & Security (Director of citizen s affairs) Ministry of Strategy & Finance (Administrative Team 2 Leader) Ministry of Land, Transport & Maritime Affairs (Director of motor vehicle management) National Tax Service (Information Development Team 2 leader) Ministry of Public Administration & Security (Director of administrative information development) Contractors 024 The team was headed jointly by the Director of Administrative Information System Planning of the Ministry of Administration and Public Security and the Director of Administrative Innovation of the Ministry of Planning and Budget. The project team established initial plans for developing the system, coordinated various project teams, and formed evaluation plans and regimes to apply the results of these efforts to the main project. The six operational departments were headed by senior managers from each relevant agency to create independent project plans, in addition to pursuing legal and regulatory reforms and standardization initiatives.

25 1. Project Introduction Other supporting organizations included a technical advisory team composed of representatives from the National Information Society Agency, the Korea Internet & Security Agency, and the Electronics and Telecommunications Research Institute, and a consulting group composed of leading experts in law, policy, management and information technology. The technical advisory team provided consultations regarding financial support from the Information Development Fund, and the consulting group aided the project by offering advice on the overall direction of the project and efforts to establish standardization. In 2001, the overseeing agency for the G4C project was transferred to the former Ministry of Government Administration and Home Affairs, the government ministry charged with administrative affairs, information system and regional information projects, with the Ministry of Planning and Budget and the Ministry of Information Communication tasked with coordinating various government organizations and providing support where needed. The project team s organizational structure was also altered slightly. The six departments were combined into three teams including the oversight team, the system development team, and the legal reform team to better suit the nature of the project, as outlined below in [Figure 3]. The teams were headed by seniorlevel heads of information management teams from the Ministry of Government Administration and Home Affairs. The oversight team was tasked with formulating consensus opinions among the various involved agencies and providing support for the establishment of a standardized system. The system development team created the building blocks of the entire system including the single electronic government service desk, the information-sharing system, electronic signatures, electronic forms, and electronic payment systems. The legal reform team was charged with developing laws and regulations related to moving government services online, reducing the required paperwork for receiving government services in order to facilitate the online process, and overseeing and coordinating efforts to reform and reorganize current laws and regulations. The team also took part in augmenting the "administrative service standardized table." 025

26 I G4C : Government For Citizen I [Figure 3] G4C Project Organizational Chart Government Innovation Committee Special Committee on e-government National Information Society Agency Contracts Technical resources Oversight and budget Progress review and management Project Director (Director of Planning, Ministry of Public Administration & Security) Vice-Director Director of administrative information / Director of computerized information management center Support, coordination team Team leader: G4C supervisor Team members: Korea Communications Commission, Ministry of Strategy & Finance, government employees and private-sector experts Control team (Team leader: Director of administrative information development) System development team (Team leader: Director of information Distribution Division) Regulatory reform team (Team leader: Head of administrative Policy Division) Control of project progress Inter-agency coordination Contract and oversight Standardization support Develop joint use system Develop single e-government service desk Create operational infrastructure Regulatory reform Maintain contract with legislative representatives Service provider B. Roh Moo-hyun Administration ( ) When President Roh took office in 2003, the various electronic government projects were overseen by the Government Innovation Decentralization Committee, which reported directly to the president. The committee included five specialized committees, with national information initiative projects falling under the aegis of the electronic government committee. The G4C project was overseen by the Ministry of Government Administration and Home Affairs, led by the ministry s administrative policy adviser to determine the major points of project development and coordinate various involved organizations. The organizational chart is illustrated below in Figure

27 1. Project Introduction [Figure 4] G4C Development Organizational Chart and Roles Government Innovation Decentralization Committee (Electronic Government Committee) MoGAHA G4C Project Team Director (Director General for Administrative Information System Planning) Coordination Committee Project Agency (NIA) Oversight Team Director for Administrative Information System Planning Advisor Administrative Service and Systems Team Director for Administrative Systems Division System Development Team Director for Information Distribution Division Classification Team Composition Roles Oversight Team - Leader: Director for Administrative Information System Planning - Officials from the Ministry of Information and Communication and other related agencies - Local government administrative officials (2 officials dispatched for task) - Project oversight - Coordination between agencies - Create the main government site plan - Create a system information plan - Other tasks not assigned to specific teams Administrative Service and Systems Team - Leader: Director for Administrative Systems Division - Personnel tasked with related services and petitions - Electronic service desk personnel - Analyze and redesign current services - Develop services that can be packaged - Examine policy reform alternatives Information Exchange Team - Leader : Director for Administrative Information System Planning Advisor - Personnel from information provider agency - Personnel from information usage agency - Evaluate the information exchange system - Create plans for expanding the information exchange system and its utilizations 027

28 I G4C : Government For Citizen I System Development Team Coordinating Committee - Leader : Director for Information Distribution Division - Personnel in charge of electronic signatures, electronic templates and other infrastructural systems - Directors in The Civil Rights Commission, Supreme Court, Ministry of Construction and Transportation, Ministry of Government Administration and Home Affairs, National Tax Service, Ministry of Information and Communication, Ministry of Foreign Affairs, Ministry of Marine Affairs and Fisheries, Ministry of Justice, Ministry of Industry, Commerce and Energy, Military Manpower Administration, Korea Meteorological Administration, Ministry of Health and Welfare, Ministry of Legislation, Ministry of Patriots and Veterans Affairs, National Police Agency and National Intelligence Service - Create plans for electronic services, information exchange - Establish procedures for system integration - Create plans for improving various information infrastructure - Establish standardization - Provide support for each team - Provide support for civil service policies and joint utilization projects - Flexible operations based on needs - Participate in G4B, G2B and other related projects Project Agency - National Information Agency - Provide management support - Sign contracts - Provide IT support C. Lee Myung-bak Administration Since the Lee administration took office, oversight of the online government service project was given to the National Competitiveness Enhancement Committee, which reported directly to the president. During its 11th meeting held on March 26, 2009, the committee submitted a report on the current online government service development plans. To carry out these development plans, the administrative affairs real-time management team and the service policy team was combined to consolidate the agencies charged with carrying out the construction of government service information systems under the Ministry of Administration and Public Security. 028

29 1. Project Introduction 1.5 Implementation Process The G4C system project has been ongoing since the Kim Dae-jung administration in August, 2000, and the subsequent administrations have also focused on further developing the system. The project s progress during the past decade can be found outlined in [Table 1] below: [Table 1] G4C System Project Progress Dates Stage Project Details G4C plan established o Basic plans for service innovation through information technology established o Basic plans for creating an electronic government single service desk established ~ ~ ~ ~ ~ G4C BPR/ISP Project G4C system development project Internet document service system development project BPR/ISP project for G4C system expansion 1st stage of G4C advancement project o Administrative services redesigned to achieve innovation, IT plan created o Online service plans for five major administrative areas established o G4C system project initiated o Integrated electronic government service desk created to provide major administrative services online o Internet document issue system created o Internet issue system for eight documents developed o BPR/ISP project initiated to achieve the next level of development for the G4C system o Online service plans by stage and improvement objectives for the single e-government official e-service desk established o Eligible services expanded from 430 to 526, with documents eligible for online issue increased from eight to 20 o Fax-based administrative service method improved to the "service anywhere" system 029

30 I G4C : Government For Citizen I ~ nd stage of G4C advancement project o Device diversification project initiated, to expand the service to mobile and handheld systems ("m-gov") o Text message (SMS) service notification system created in April, ~ ~ Today 3rd stage of G4C advancement project G4C system advanced development project o Eligible services that can be applied for online expanded from 591 to 650 o Eligible issue documents increased to 33 to include such forms as proof of regional tax payment o Eligible users expanded to include businesses, Koreans living abroad, and foreigners o Final batch of 166 services among a total of 500 commonly-used services moved online o O n l i n e s e r v i c e s c re a t e d fo r r a re l y - u s e d administrative ser vices that never theless significantly impact the daily lives of citizens o Solutions for increasing the utilization rates of services already established online examined. In August, 2000, the Korean government established plans for achieving government service innovation through IT application. The BPR/ISP project and an extensive overhaul of the administrative process was initiated between November, 2000 and April, 2001 to identify 419 services in residential, real estate, vehicle, business and taxation fields among a total of 835 services that both exhibited a high rate of usage and a transferability to an online version. This program led to the development of the system itself from October 2001 to November 2002, with the G4C becoming operational in November The system enabled the user to receive information on 4,400 administrative services, apply for 390 services online and enable the exchange of 20 major kinds of administrative information among government agencies in order to minimize the number of documents required for submission by citizens seeking government services. The Roh administration improved the system to allow users, who could formerly only apply for certain services, certifications and official documents and had to resort to picking up the results at physical offices or by mail, to both apply for and receive services online. The online document delivery system was created between June and December 2003, with a complete Internet delivery system for

31 1. Project Introduction eight frequently used services launched in The Information Strategic Plan (ISP) was formulated between September 2003 to May 2004 to further advance the G4C system, outlining future development stages. The results of this plan was applied during the 1st expansion phase in 2005 to expand the number of eligible services from 430 to 526, and the number of documents and services eligible for delivery online from eight to 20. In addition, the "government service anywhere" system improved upon the existing fax-based system to enable users to pick up various certificates, documents and other forms from a location of their choosing. In order to provide electronic administrative services, shared inter-agency functions (seven key functions including single sign-on and electronic payment) were discovered and developed to create a shared service system for every agency, which enhanced inter-agency operation as well as act as an innovative information resource management method. In addition, the project has expanded to include mobile devices ("m-gov") to enhance accessibility, and a text message notification system was created in April 2006 to inform users of the status of their requested administrative services. The number of services available for application as well as delivery online was expanded between 2005 and In addition, businesses as well as private individuals could request and receive a variety of official certificates, documents and other services online, as well as Koreans living abroad and foreign nationals living in Korea. By expanding service areas by stage, the total number of services that can be received online has increased to 300 as of today in The information sharing system has developed to include 378 agencies that can exchange 71 different types of information via the online system. The G4C system has prepared the way for a centralized government service system that enables citizens to utilize the Internet, mobile phones and other media to conveniently access government services without having to visit physical sites, and stands at the forefront of a paradigm shift away from offline services to fast and convenient online government services. 031

32 I G4C : Government For Citizen I 1.6 Achievements and Expected Benefits A. Expected Benefits The establishment of the G4C system has enabled the following improvements in public and civil services as well as significant efficiency enhancement in administrative affairs: (1) Convenience Factors - Fast, Accessible Integrated Online Service The system allows users to apply for major government services via the Internet, eliminating the need to physically visit offices or third party agents and instead accessing administrative and document services from their homes or places of business. Electronic document review functions enable users to view and track the progress of their services online. In addition, required documents for over 800 services were streamlined to eliminate the need to visit multiple offices to receive a service. In addition, the expansion of services available online and improved information exchange systems between agencies has led to the creation of true one-stop and non-stop administrative services. (2) Efficient and Transparent Government Service Facilitated inter-agency information exchange has resulting in enhanced efficiency by eliminating the need to visit multiple offices to acquire and verify documents and certificates, as well as increasing the overall quality of service due to additional attention paid to document services. In addition, real-time Internet-based tracking of administrative services has increased overall transparency of the government process. The transparency factor is especially notable, as users can monitor and track the status of their services online without having to meet administrative workers faceto-face, thereby removing the human factor from the process and the negative aspects that such contact between interested parties has the potential to create. 032 (3) Eliminate Redundant Investments by Administrative Agencies The creation of a single integrated e-government service desk has provides a new solution for real and effective service provision as well as the expansion of the service base, effective utilization of existing assets, and increased convenience of use, enhancing the overall efficiency of total e-government electronic resources.