• 한국IT서비스학회:학술대회논문집
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• 2003.05a
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• pp.291-300
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• 2003

공공부문에서 정보기술을 도입 활용함으로써 기관의 내부업무를 보다 효율화시키고 이를 기반으로 대민서비스를 제고시키는 효과를 가져오고 있다. 하지만 공공부문에서 이러한 효과를 보다 가시적으로 측정해서 분석했던 사례는 공공부문이라는 성격과 측정 자체의 어려움 등으로 인해서 극히 드물었다. 본 논문에서는 특허청의 특허행정정보화사업을 통해 특허청과 이를 이용하는 외부 이용자의 입장에서 나타난 효과를 화폐가치로 측정한 결과와 더불어 여기에서 적용되었던 주요 절차와 방법을 소개하였다.

• 한국IT서비스학회:학술대회논문집
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• 2006.05a
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• pp.424-429
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• 2006

정부의 행정 서비스를 보다 효과적이고 효율적으로 제공하는 것은 정부혁신의 핵심키워드이다. 이를 위한 수단으로 정부 공공기관들은 전사적 아키텍처(Enterprise Architecture)를 적극적으로 도입, 활용해야 한다. 전사적 아키텍처란 아직까지도 진화중인 개념으로 해당 기관 정보화 업무의 전 영역을 업무 프로세스(Business Processes), 정보 흐름 및 관계(Information Flow and Relationships), 애플리케이션(Applications),데이터 명세 및 관계(Date Descriptions and Relationships), 그리고 기술 하부구조(Technology Infrastructure)로 구분 짓고 각각을 구조화된 산출물로 정리함으로써 공공정보화의 청사진을 제시한다. 이렇게 구축된 아키텍처 결과물은 기관 내 뿐 아니라 타 기관 EA와의 연계를 통해 상호 운용되어야 하며, 이 과정에서 어휘의미중의성(Word Sense Ambiguation)등 상호운용성 문제가 핵심 이슈로 대두되리라 예상된다. 공공분야로 한정짓더라도 200여 정부부처 EA간의 상호운용성 문제는 정부조직 간 경계를 넘어 통합된 EA정보를 취합, 활용하는 데 있어 가장 큰 장애요인이 되리라 예상된다. 본 논문에서는 온톨로지를 사용하여 각기 서로 다른 EA간 상호운용성 문제를 해결하는 방안에 대해 논의하고자 한다.

• Journal of Korean Library and Information Science Society
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• v.52 no.1
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• pp.1-26
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• 2021

In most countries, public libraries have played a role as a hub of knowledge and information, complex culture of local communities, and a third place for meeting and communication. And recent public libraries are focusing on enhancing their core competencies and expanding services using digital technologies to meet the era of digital transformation and the 4th industrial revolution. However, after the COVID-19 pandemic occurred, all public libraries are repeatedly closed, reopened, and partially closed, and all resources are devoted to providing non-contact, digital and online alternative services, and are expected to continue in the future. As a result, future public libraries are bound to face a trilemma in which digital expandability, complex cultural space, and importance as a place of knowledge and information service are conflicting. This study discoursed on the public library trilemma in the post-COVID-19 era and suggested ways to overcome it. The orientation of the future public library is the fusion and harmony of multiplicity and multipurpose, place and space, knowledge & information and complex culture, face-to-face service and remote service. The main body of a public library is not the finger (digital and non-contact), but the moon (knowledge information center).

• Journal of Digital Convergence
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• v.12 no.3
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• pp.161-176
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• 2014

Social commerce is a new internet business model which are types of joint purchase, social link, promotion, and on-off association etc. The recent public organization has the dual target to increase sound finance, and to improve customer satisfaction and the quality of public service. The purpose of this study is to propose the strategy of public social commerce which makes it's customers become positive purchasers. We analyzed 31 public organizations, and found that the type of social link interlocking with SNS site in the various purpose of public, and the offline association type using the service of location base would be utilized very highly. We also found that the joint purchase type and the promotion type would be used in the area of public and private selective services intending to make a profit. The anticipated performance are as follows: rapidity and reliance, customer made thing and goodwill, convenience for the service environment quality, publicity and diffusion, and sales promotion, productivity increase and new finding of revenue model for the profit increase outcome.

• 한국IT서비스학회:학술대회논문집
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• 2005.05a
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• pp.333-340
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• 2005

국내의 정보시스템 감리가 공공기관의 정보시스템에 개발감리 위주로 도입된 지 20 년 가까이 되었으나, 운영부문에 대한 감리는 일부만 시행되고 있다. 최근 국내에서는 정보시스템 운영감리의 중요성을 인식하여 운영감리지침 제정 등 운영감리를 위한 준비를 하고 있다. 본 연구에서는 공공기관의 정보시스템 운영감리 시 감리인의 기술적 특성과 관리적 특성이 운영품질에 미치는 영향을 분석하였다. 공공기관의 정보시스템 담당공무원을 대상으로 설문조사를 통해 분석하였다. 감리인의 기술적 특성이 감리인의 관리적 특성과 정보시스템의 운영품질에 유의한 상관관계가 있는 것으로 나타났다. 특히, 감리인의 기술적 특성이 정보시스템의 운영품질에 유의한 영향요인으로 나타났다.

• 한국IT서비스학회:학술대회논문집
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• 2006.05a
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• pp.62-70
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• 2006

공공부문의 SW에 대한 사용자의 기대 및 정보화 요구에 부응하기 위하여 그동안 국내에서는 수많은 SW 시스템들이 개발되어 왔으나, 개발 과정에 대한 체계적인 관리 방법이 미흡하여 발주자가 복잡한 SW 발주과정을 추진하기 어려우며 SW 개발자에 대한 관리 통제수단이 미흡한 실정이다. 또한 발주자의 전문성 결여로 수주자인 개발업체에 과도하게 의존하는 업무 추진과 수발주자 간의 불명확한 업무 인식으로 상호 불신이 팽배한 가운데 공공부문 SW사업의 완성도 및 성공률이 저조하여 낮은 품질의 정보시스템 인수 등 사업 실패율이 높아지고 있다. 본 논문에서는 이러한 문제점을 해결하고 개선하기 위해 발주${\cdot}$관리 프로세스 확립과 이에 대한 적용을 중심으로 체계적인 SW사업 발주${\cdot}$관리 프로세스 확립과 이에 대한 적용을 중심으로 체계적인 SW사업 발주${\cdot}$관리 프로세스 개선방안을 제안한다.

• Journal of the Korean Society for Library and Information Science
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• v.56 no.3
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• pp.391-414
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• 2022

This study treats bureaucracy as one of the main systematic characteristics of public libraries and analyzes the effects on performance based on service quality. Doing this analysis, we investigated the service quality of each library by conducting a questionnaire survey from users of eight public libraries in Seoul metropolitan area of South Korea. We also measured the bureaucratic characteristics of the libraries through another questionnaire survey from librarians. Then based on the survey data, it is analyzed how bureaucratic characteristics affect service quality. According to the analysis results, bureaucratic and post-bureaucratic characteristics had causal relationships with service quality. Especially, several combinations of the characteristics affected service quality. In addition, among the characteristics, a system of rules was more important in the relationship with service quality. This study is meaningful to consider bureaucratic characteristics for public library organizations to produce a high-quality service through empirical research.

• Proceedings of the Korea Information Processing Society Conference
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• 2016.04a
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• pp.10-13
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• 2016

정부는 K-ICT 클라우드 활성화를 위해 정부 3.0 클라우드 추진 계획을 발표하고 관련 제도와 법률을 제정하여 클라우드 서비스 도입을 위한 정책을 추진하고 있다. 그러나 공공 분야의 클라우드 컴퓨팅 도입은 기존의 법률, 제도, 관행의 통제로 인해 미미한 실정이다. 공공 기관의 클라우드 컴퓨팅 도입 활성화를 위해 중요한 부분은 클라우드 컴퓨팅의 성능과 품질 등에 대한 특성을 파악하는 것이다. 클라우드 컴퓨팅의 특성을 알아야만 적격의 클라우드 컴퓨팅 사업자 선정이 가능하게 된다. 유럽 연합(European Commission)에서는 클라우드 컴퓨팅의 특성을 서비스 성능과 품질에 대한 일반특성, 기술성, 경제성으로 분류하고 있다. 그러나 클라우드 도입을 위한 설계 시 공공 기관 담당자는 클라우드 특성의 각 부문별 하위 항목에 대한 상세한 내용과 수준까지 객관적으로 평가하기 어렵다. 이러한 문제를 해결하고자 본 연구는 클라우드 컴퓨팅의 성능과 품질 및 기술 특성을 파악하여 각 특성에 대한 가중치를 구하고 우선순위 측정을 통해 사업자 선정을 위한 평가 기준으로 적용하는 기법을 제안한다.

• Journal of Intelligence and Information Systems
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• v.25 no.4
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• pp.35-52
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• 2019

As public services are provided in various forms, including e-government, the level of public demand for public service quality is increasing. Although continuous measurement and improvement of the quality of public services is needed to improve the quality of public services, traditional surveys are costly and time-consuming and have limitations. Therefore, there is a need for an analytical technique that can measure the quality of public services quickly and accurately at any time based on the data generated from public services. In this study, we analyzed the quality of public services based on data using process mining techniques for civil licensing services in N city. It is because the N city's building license complaint service can secure data necessary for analysis and can be spread to other institutions through public service quality management. This study conducted process mining on a total of 3678 building license complaint services in N city for two years from January 2014, and identified process maps and departments with high frequency and long processing time. According to the analysis results, there was a case where a department was crowded or relatively few at a certain point in time. In addition, there was a reasonable doubt that the increase in the number of complaints would increase the time required to complete the complaints. According to the analysis results, the time required to complete the complaint was varied from the same day to a year and 146 days. The cumulative frequency of the top four departments of the Sewage Treatment Division, the Waterworks Division, the Urban Design Division, and the Green Growth Division exceeded 50% and the cumulative frequency of the top nine departments exceeded 70%. Higher departments were limited and there was a great deal of unbalanced load among departments. Most complaint services have a variety of different patterns of processes. Research shows that the number of 'complementary' decisions has the greatest impact on the length of a complaint. This is interpreted as a lengthy period until the completion of the entire complaint is required because the 'complement' decision requires a physical period in which the complainant supplements and submits the documents again. In order to solve these problems, it is possible to drastically reduce the overall processing time of the complaints by preparing thoroughly before the filing of the complaints or in the preparation of the complaints, or the 'complementary' decision of other complaints. By clarifying and disclosing the cause and solution of one of the important data in the system, it helps the complainant to prepare in advance and convinces that the documents prepared by the public information will be passed. The transparency of complaints can be sufficiently predictable. Documents prepared by pre-disclosed information are likely to be processed without problems, which not only shortens the processing period but also improves work efficiency by eliminating the need for renegotiation or multiple tasks from the point of view of the processor. The results of this study can be used to find departments with high burdens of civil complaints at certain points of time and to flexibly manage the workforce allocation between departments. In addition, as a result of analyzing the pattern of the departments participating in the consultation by the characteristics of the complaints, it is possible to use it for automation or recommendation when requesting the consultation department. In addition, by using various data generated during the complaint process and using machine learning techniques, the pattern of the complaint process can be found. It can be used for automation / intelligence of civil complaint processing by making this algorithm and applying it to the system. This study is expected to be used to suggest future public service quality improvement through process mining analysis on civil service.

• Journal of the Korean Society for information Management
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• v.28 no.1
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• pp.285-308
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• 2011

This study examines user satisfaction in public libraries nationwide. It analyzes service quality factors that affect user satisfaction of public library patrons and identify sub-factors of service quality that affect the overall user satisfaction. User satisfaction factors were developed to measure library satisfaction in all aspects of the library service. Six variables were identified, including volume of books, staff, programs, facilities, online services, and information availability. According to survey findings, general library satisfaction was strongly correlated with information availability, facilities, and staff. Relatively lower levels of satisfaction were identified in the areas of online services and programs. All six service quality factors were statistically significantly associated with user satisfaction, where information availability, facilities, and volume of books showed stronger associations than the other three factors.