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Presenter: Dr. Marc Holzer , Dean Rutgers SPAA

Establishments of Bridgehead for Policy Export and International Relations: Digital e-governance of Seoul Metropolitan Government
. Presenter: Dr. Marc Holzer , Dean Rutgers SPAA. Table of Contents. Chapter 1. Chapter 2. Introduction. Communicating through SNS. Chapter 3. Chapter 4.

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Presenter: Dr. Marc Holzer , Dean Rutgers SPAA

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  1. Establishments of Bridgehead for Policy Export and International Relations: Digital e-governance of Seoul Metropolitan Government
 Presenter: Dr. Marc Holzer, Dean Rutgers SPAA

  2. Table of Contents Chapter 1 Chapter 2 Introduction Communicating through SNS Chapter 3 Chapter 4 World E-government Organization Geospacial Information Service

  3. What is E-Government? • The use of Information Communication Technology (ICT) and its application by the government for the provision of information and public services to the people(Global E-Government Readiness Report 2004) • Provide significant opportunities for cities to transform public administration into an instrument of sustainable economic development and citizen empowerment • Ultimately, E-government aims to facilitate citizen engagement and participation in the decision-making and service-delivery processes

  4. Purpose of Study • Examine Seoul Metropolitan Government’s (SMG) innovative e-government policies and their effects on sustainability, accountability and citizen-centric administration • Analyze SMG’s three exemplary cases and validate the excellence of those cases: • Corresponding to the changing needs of public service, utilizing Social Network Service (SNS) • Implementing new tools for service delivery, Geospatial Information Service (DVP) • Establishing WeGOas a platform to enhance international collaboration between municipalities and global cities

  5. Purpose of Study (Cont.) • Highlight emerging e-government trends, innovative practices, as well as challenges and opportunities of e-government development • Provide decision-makers to identify areas of strength and challenges and guide through the e-government policies and strategies

  6. Introduction • Challenges and opportunities for Global Cities • Innovation and availability of information technology (IT) • Economic, political and social restraints for government • Changing needs and expectations of citizens in large • Big Data and new understanding of citizens’ behaviors • SMG has been in the forefront in utilizing Big Data and IT to provide better services to the citizens • Continuously ranked No.1 in E-government since 2003 (both Rutgers and United Nations evaluations) • Internationally recognized for exemplary policy models • Various countries and their sub-governments have shown strong interests in SMG’s exemplary policies

  7. SMG Digital Governance Ranking

  8. SMG’s E-government Policy Development Data Base Infrastructure Informatization Creative utilization Computerization 1990 1999 2007 2011 2016 Now Information Society Paradigm Smart Society Paradigm Industrial Society Paradigm Phase 1 Phase 2 Phase 3 Phase 4 Computerization Online Connection Network Formation Smart Government

  9. SMG’s Strategic Vision for E-government • Achieve Smart E-government • Vision • Smart Life • Smart Government Advanced administration based on communication with citizens Smart use of information • Objective • Smart Economy • Smart Space Eco-friendly Green City Creative Global Economy • Service • Oriented • Strategy • Sharing • Standardization • Open Based • Ensure the foundation of cloud vitalization • Governance establishment based on cloud system • Online citizen communication • Establish Smart Infrastructure • Agenda • World E-government Organization • Geospatial Information Service • Sustainable Welfare Policy • Mobile Based Application

  10. Selection of Potential Global Cities • Final selection of cities based on the ranking of 30~60 in the Digital Governance Score (Digital Governance in World Municipalities 2013-2014)* • Key considerations for selection • Maturity of IT infrastructure • Capacity to import and apply SMG’s e-gov policies • Cities most likely to benefit from these policies • Information about city administration and online services are provided by the cities’ official website * "Digital Governance in World Municipalities (2013-2014),” published by the E-Governance Institute & Public Technology Institute

  11. Potential cities for SMG’s e-govpolicy • Score and ranking based on "Digital Governance in World Municipalities (2013-2014),” • published by the E-Governance Institute & Public Technology Institute

  12. Communication through Social Network Service

  13. Overview: SMG’s SNS-Communication Policy • In the past, each department separately received and handled complaints and suggestions from citizens • Inconvenient for citizens to file complaints and suggestions • Responses to the problems were delayed or sometime even lost • Information regarding the handling process were insufficient • Red Tape: Very difficult to submit additional inquiries, constant runaround in search of answers • Customer dissatisfaction: Bad feedback even after the complaints and suggestions have been closed • In order to overcome these challenges, EUNGDAPSO, was born -- an integrated online complaint and suggestion filing system

  14. History of the e-Communication Tools

  15. EUNGDAPSO: What is it? • All complaints and suggestions can now be filed at Eungdapso, which was created in order to listen to every single Seoul citizen. • To process all the complaints and suggestions faster than before, relatively simple complaints are immediately answered by Eungdapso. • Without contacting specific departments, and for complaints that are uncertain as to which department they should be handled by, • The department in charge is determined through coordinated meetings.

  16. EUNGDAPSO: How does it work? • Source: Seoul Metropolitan Government. (2014). Digital Seoul e-Government.

  17. EUNGDAPSO: Policy Details • A Legal Basis: Message-Compliant Handling Ordinance • Enacted for effective & responsive SNS administration (Nov. 01. 2012) • After enactment, SMG has been buckled down to SNS Communication • Total 16 SNS Accounts have been managed by Eungdapso • 13 Twitter, 3 Facebook accounts are registered in • The number only includes Eungdapso-managed SNS accounts

  18. EUNGDAPSO: Website Composition EUNGDAPSO: Composition (Website) FAQs Register Proposals Proposal Results Proposal Examples Real-time Monitoring Example Searching Emergency Message through SNS

  19. EUNGDAPSO: real-time monitoring (through SNS) • http://eungdapso.seoul.go.kr/Cmn/Cmn01/Cmn01_not.jsp

  20. EUNGDAPSO: real-time monitoring (complaints) • http://eungdapso.seoul.go.kr/Cmn/Cmn02/Cmn02_not.jsp

  21. EUNGDAPSO: Policy Outcomes • Reduced complaint processing time • 3.8 days (before) → 2.7 days (in 2015) • Immediate response to citizens • Simple complains or questions are responded right away • Increased convenience for the users • Easy and convenient real-time complaint management system • Open and disclosed administrative processing • Public servant responsible for the claim is shown to the public • Further promote communication through SNS • Followers of SMG’s SNS: 50,000 (before) → 130,000 (in 2015)

  22. Number of Proposals by media 56% • Of the total 383,175 cases, 56% of proposals have been received via SNS • Between Feb. 2014 ~Dec. 2015 • Includes simple proposals to the Mayor 18 12 11 3 Web Mobile Etc. Dasan(311) SNS Source: Eungdapso (CCPIS) operation report (2015)

  23. SWOT Analysis: SNS Communication Helpful Harmful Internal Origin • Strengths • Free-Serviceto citizens • Quick response time • Increased Interactivity • Quick Acquisition of Street-level Information • Weaknesses • High-Cost to maintain • Unstable Service • Information Overflow SWOT External Origin • Opportunities • Open & Big-Data Government • Promoting Citizen Participation • Efficient Disaster & Emergency Management • Threats • Politicization • Seeming consensus (Show off) • Security & Privacy Problems • Information Gap/Digital Divide

  24. What People Expect from Government’s SNS? Information about hidden Tourist Attractions Interesting pieces of Seoul Citizen’s Story Information about Municipal Government Management (e.g. Welfare, Economy, Job, Transportation) • Survey Details • Sampling: Convenience-Internet Sampling • Periods: Nov. 12 – 13, 2014 • Targets: SMG & neighborhood residents (N= 2,000) Information about Festivals, Special Events Source: SMG Social Media Report (2015)

  25. Emergency Management through Eungdapso Spreads via SNS • Emergency Alerts: Seoul Life Line (Twitter @SoulLifeLine) • Co-production with a Private Company, Twitter • As FEMA, U.S. Homeland Security, Japan Policy Agency, SMG is also authorized to make Twitter Emergency Alerts to the Citizen • Emergency Alerts spreads promptly via 31 twitter-accounts which possess emergency management function • E.g., @wonsoonpark, @seoullifeline, @seoul_eds, etc. Communication Public Officer SMG’s SNS Accounts Message Passing Emergency Alerts Eungdapso Staff in Charge Citizen’s SNS Accounts

  26. Selected Countries: Measurements (Key Indicators) Source: Rutgers University (2014), Digital Governance in Worldwide

  27. Analysis: The Relationship Communication through SNS A level of Digital-Governance

  28. Analysis: Selected Countries • In general, “Communication through SNS” shows strong positive correlation with “Digital Governance” • r=0.751**, when n=100 • However, with respect to the 20 selected municipalities, it is hard to find statistical relationship between the two variables • r=0.089, when n= 20 • Regardless of the other factors, some countries possess and shows a capacity for more effective SNS Communication. • For example, Buenos Aires in Argentina’s SNS Score is ranked 7th in worldwide notwithstanding their entire Digital Governance Score is 26th • Which indicates that the feasibility of successive SNS Administrative Communication with citizen mainly depends on the policy intention of policy-maker, citizen’s interest & demand, and the elected official’s leadership

  29. Analysis: Comparison Source: Rutgers University (2014), Digital Governance in Worldwide • According to the measurement from the Rutgers e-Governance Institute, with respect to the selected countries, it is hard to find a general relationship between e-Governance and Communication through SNS

  30. Analysis: Comparison Worldwide Municipalities (n=100) Selected Municipalities (n=20) SNS-related Scores (total 29) SNS-related Scores (total 29) Digital-Governance Scores (total 100) Digital-Governance Scores (total 100)

  31. Geospatial Information Service

  32. Step 1 (1996 – 2001) Step 2 (2002 – 2006) Step 3 (2007 – 2011) Step 4 (2012-2016) SMG’s Geospatial Information Service Development • SMG’s service based on Geographic Information System (GIS) was first introduced in 1995. • SMG’s Master Plan of Establishment of GIS and National Geographic Information System (NGIS) was devised. • SMG completed production of “digit map”, which enabled numerous application systems using the digit map to be initiated.

  33. Step 1 (1996 – 2001) Step 2 (2002 – 2006) Step 3 (2007 – 2011) Step 4 (2012-2016) Geospatial Information Service Development Phase 2 • Space Data Warehouse, which is an integrated system of GIS, GIS portal, Data Reference Model, and Standard Operating Procedure for developing application were established. • SMG managed various administrative services based on GIS by utilizing 29 application systems such as a statistical map and an administrative area map.

  34. Step 1 (1996 – 2001) Step 2 (2002 – 2006) Step 3 (2007 – 2011) Step 4 (2012-2016) Geospatial Information Service Development Phase 3 • SMG formed theubiquitous environment by upgrading the existing application programs and introducing a new GIS technology such as User Created Contents (UCC), Web 2.0, and Open Application Program Interface (API)

  35. Step 1 (1996 – 2001) Step 2 (2002 – 2006) Step 3 (2007 – 2011) Step 4 (2012-2016) Geospatial Information Service Development Phase 4 • SMG built the Community Mapping Center and provided civil services through mobile platform. • Began providing public sector information such as 3D indoor spatial information and other spatial information regarding maps, transport, land, environment, and public institutions. • Map-based information on disability-friendly facilities, information relevant to the user, free Wi-Fi service zones, etc., through the Map-Tagging Service.

  36. Geospatial Information Platform & Seoul Map Tagging Service Service Model of GIS Spatial Data Warehouse Spatial Data Base Spatial Information Platform Application Server Content Management System Map Server Open API management, Statistics management, Administrative-spatial Information content management Smart Map app service server (Mobile Seoul, Citizen communication channel, Smart Seoul map, etc.) Seoul Map-Tagging, Mobile map Open API Server User

  37. Major Functions of Geospatial Information Service • Seoul Geospatial Platform provides a standardized location based development environment for representatives of each department to build a common spatial information accessible via smartphone. • Geospatial Platform also provides spatial information sharing functions to make Map-Tagging mentioned below easy for users.

  38. Major Policies of Geospatial Information ServiceGeospatial Information Platform & Seoul Map Tagging Service • The provision of map tagged spatial information, immediate service app, geospatial platform and real time linked service, can be carried out without any cost to the department. • Through Smart Seoul Maps, citizens can easily create their own maps, which can be immediately shared through SNS.

  39. 3D Indoor Spatial Information • In May 2013, the Seoul Metropolitan Government began the 3D modeling of indoor environments. • In September 2013, it launched a pilot project for web services in three subway stations and three public buildings. • It plans to make data available to citizens as an Open API for the full utilization of information in developing various applications.

  40. 3D Indoor Spatial Information(Cont.) Public building modeling Subway station modeling

  41. Development Involved for GIS

  42. Selected Countries: Measurements (Key Indicators) Source: Rutgers University (2014), Digital Governance in Worldwide

  43. Rank of Scores related to GIS Source: Rutgers University (2014), Digital Governance in Worldwide • The result indicates that the cities rank high on the list of the total digital government score but score low in terms of GIS.

  44. Analysis of Variance • For the analysis, all observed cities were divided into two groups based on whether they indicated having GIS capabilities in their webpages (except for missing data) • The result shows that there is a statistical significance in the mean difference of the total score between two groups (p-value < 0.05) • Cities with GIS capabilities have higher total score than those without on average by 7.72 points (p-value <0.05) • However, the result indicates that the difference of the total score among the two groups in the selected 20 countries is not statistically significant

  45. Analysis of Variance (Worldwide municipalities)

  46. Analysis of Variance (Selected 20 countries)

  47. World e-governments organization (wego)

  48. Overview of World E-Government Organization • World e-Governments Organization of Cities and Local Governments (WeGO): • An international cooperative body for cities and local governments, which pursues sustainable urban development based on e-Government • A newly emerging international community emphasizing mutual cooperation and best-practice sharing among member cities

  49. WeGO Secretariat & its functions Promote WeGo through diverse communication channels Manage WeGO members and regional offices & Attract new members Perform research & analysis on e-Gov’t best practices and trends Form partnerships & Expand WeGO Network What it does Design & Implement WeGO projects and programs Provide organizational support for all WeGO meetings Devise an annual plan, Prepare reports and the budget & Raise funds Manage the election for titled positions & the Executive Committee

  50. 2012 2013 2014 2008 2009 • 2010 2011 Timeline of WeGO World e-Governments Mayors Forum World Cities CIO Forum The Inaugural WeGO General Assembly 2010 WeGO Signs MOU with the United Nations & the World Bank The Executive Committee Meeting 2011 The Executive Committee Meeting 2012 The 2ndWeGO General Assembly 2012 The Executive Committee Meeting 2013 Opening of the WeGO Asia Regional Office Chengdu Opening of the WeGOEurope Regional Office Ulyanovsk The 3rdWeGO General Assembly 2014

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