Information Systems Review (경영정보학연구)

The Korea Society of Management Information Systems (한국경영정보학회)
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Exploring Public Digital Innovation using Robotic Process Automation: A Case in National Information Society Agency

RPA를 활용한 공공기관 디지털 혁신에 관한 연구: 한국정보화진흥원 사례를 중심으로

  • Received : 2019.08.31
  • Accepted : 2019.10.17
  • Published : 2019.11.30
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Abstract

Robotic Process Automation (RPA) has attracted great attention from diverse home and foreign industries. To provide lessons learned and action principles based on real RPA adoption and application experiences, various case studies have been conducted. However, lacking is an investigation of public sector for RPA adoption, especially in Korea. To reduce the research gap, this study presents a case study of RPA adoption by a representative Korean ICT public organization, NIA (National Information society Agency). By automating a core process, entering a document to a governmental portal service, NIA has achieved various management performances in terms of cost, operation, and business impacts. Especially, by relieving four types of rigidity of public institutions (i.e. structure, human resource, tasks, and rules), Our case study result suggests that RPA enables public institutes to overcome obstacles of pursuing digital transformation. Implications and limitations for future public RPA adopters are offered.

소프트웨어 로봇을 이용하여 프로세스를 자동화하는 RPA(Robotic Process Automation)가 국내외 기업의 큰 관심을 받고 있다. 기업의 실제 RPA 도입과 확산 경험에 기반을 둔 교훈과 실행 지침을 제공하기 위해 최근에 다수의 사례 연구가 수행되었다. 그러나 공공기관의 혁신 성장을 위한 RPA 도입 연구는 찾아보기 어려웠다. 본 연구는 국내 공공기관의 RPA 도입을 다룬 체계적인 사례 연구를 수행해 이러한 지식 공백을 메우고자 한다. 이러한 연구 목표를 달성하기 위해 우리나라 대표 ICT 전문기관인 한국정보화진흥원(NIA)의 RPA 도입 사례를 조사했다. NIA는 e나라도움 입력 업무의 자동화를 통해 비용, 운영, 비즈니스 효과 측면에서 성과를 달성했다. 특히, 본 사례 연구를 통하여 RPA가 공공기관의 4가지 경직성(즉, 구조, 구성원, 과업, 규칙)이 가져올 수 있는 디지털 혁신 추진의 어려움 극복에 기여할 수 있음을 제시하였다. RPA 도입을 고려 중인 공공기관을 위한 시사점과 본 연구의 한계점이 토론되었다.

Keywords

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