• Title/Summary/Keyword: 민원만족도

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Survey on Educational Needs for Workers in Social Welfare Facilities in Jeju Special Self-Governing Province (제주특별자치도 사회복지시설종사자의 교육요구 조사)

  • Hwang, Seong-Joon
    • The Journal of the Korea Contents Association
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    • v.20 no.1
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    • pp.271-284
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    • 2020
  • The purpose of this study is to identify the educational needs among social workers in social welfare facilities in Jeju province concerning lack of knowledge, skill and attitude, and establish the systematic education for prosecuting diverse training and suggest fundamental data for designing future curriculum. The results of analyzing top 10 educational needs for the workers are as follows: firstly technics for managing crises, understanding and practice for clients (characteristics, human right, safety and health), case management (basic), counseling technique (basic), case management (advanced), counseling technique (advanced), planning and operating social welfare program, managing client response and emotional labor, improving competence for communication (between staffs and clients, etc.), and finally assessing project outcome (project plan, execution, management and assessment, etc.). Social workers in social welfare facilities in the area have highly recognized the necessity of profession centred education. However, they had low satisfaction with the diversity of profession education in the Jeju island and the systematic training courses. This survey suggests the various results concerning qualitative growth of profession education, expansion of job-centred curriculum and security of professional instructors to fulfil systematic education training for social workers.

Improvement of Access Control at Partially Grade-Separated Intersection (단순입체교차 도로의 진출입로 설치 금지구간 개선방안)

  • Kim, Young-Jin;Kim, Jin-Uk
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.12
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    • pp.725-733
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    • 2018
  • With urbanization projects involving trunk roads progressing, many simple interchanges, which separate passing traffic into the main traffic and access subtraffic, are being constructed to maximize the traffic capacity. Under the current Road Connection Rule, the access-prohibited section in an interchange is determined based on the access lane and limit distance in the complete interchange road, but separate criteria for the simple interchange are not defined. This may cause confusion in the Road Management Office's determination of the access-prohibited section in the simple interchange, or lead to the application of the criteria for the access-prohibited section in the complete interchange without considering the features of such interchange. This study conducted a comparative analysis of the domestic and overseas systems related to the installation of access section in trunk roads, such as general national roads. This paper presents a survey of the methods for applying the access-prohibited section in the interchange along with the actual cases and proposes improvement measures for a rational calculation of the access prohibited installation section in the simple interchange to minimize the downsides associated with the application of the extremely strict criteria. The proposed road connection rule improvement measures based on the consideration of the purpose of installing the simple interchange and on the consideration the features of the simple interchange are expected to prevent administration confusion by the field road management offices as well as the waste of unnecessary efforts and costs by petitioners so they can boost the service satisfaction for people and the administrative reliability.

Intelligent VOC Analyzing System Using Opinion Mining (오피니언 마이닝을 이용한 지능형 VOC 분석시스템)

  • Kim, Yoosin;Jeong, Seung Ryul
    • Journal of Intelligence and Information Systems
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    • v.19 no.3
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    • pp.113-125
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    • 2013
  • Every company wants to know customer's requirement and makes an effort to meet them. Cause that, communication between customer and company became core competition of business and that important is increasing continuously. There are several strategies to find customer's needs, but VOC (Voice of customer) is one of most powerful communication tools and VOC gathering by several channels as telephone, post, e-mail, website and so on is so meaningful. So, almost company is gathering VOC and operating VOC system. VOC is important not only to business organization but also public organization such as government, education institute, and medical center that should drive up public service quality and customer satisfaction. Accordingly, they make a VOC gathering and analyzing System and then use for making a new product and service, and upgrade. In recent years, innovations in internet and ICT have made diverse channels such as SNS, mobile, website and call-center to collect VOC data. Although a lot of VOC data is collected through diverse channel, the proper utilization is still difficult. It is because the VOC data is made of very emotional contents by voice or text of informal style and the volume of the VOC data are so big. These unstructured big data make a difficult to store and analyze for use by human. So that, the organization need to automatic collecting, storing, classifying and analyzing system for unstructured big VOC data. This study propose an intelligent VOC analyzing system based on opinion mining to classify the unstructured VOC data automatically and determine the polarity as well as the type of VOC. And then, the basis of the VOC opinion analyzing system, called domain-oriented sentiment dictionary is created and corresponding stages are presented in detail. The experiment is conducted with 4,300 VOC data collected from a medical website to measure the effectiveness of the proposed system and utilized them to develop the sensitive data dictionary by determining the special sentiment vocabulary and their polarity value in a medical domain. Through the experiment, it comes out that positive terms such as "칭찬, 친절함, 감사, 무사히, 잘해, 감동, 미소" have high positive opinion value, and negative terms such as "퉁명, 뭡니까, 말하더군요, 무시하는" have strong negative opinion. These terms are in general use and the experiment result seems to be a high probability of opinion polarity. Furthermore, the accuracy of proposed VOC classification model has been compared and the highest classification accuracy of 77.8% is conformed at threshold with -0.50 of opinion classification of VOC. Through the proposed intelligent VOC analyzing system, the real time opinion classification and response priority of VOC can be predicted. Ultimately the positive effectiveness is expected to catch the customer complains at early stage and deal with it quickly with the lower number of staff to operate the VOC system. It can be made available human resource and time of customer service part. Above all, this study is new try to automatic analyzing the unstructured VOC data using opinion mining, and shows that the system could be used as variable to classify the positive or negative polarity of VOC opinion. It is expected to suggest practical framework of the VOC analysis to diverse use and the model can be used as real VOC analyzing system if it is implemented as system. Despite experiment results and expectation, this study has several limits. First of all, the sample data is only collected from a hospital web-site. It means that the sentimental dictionary made by sample data can be lean too much towards on that hospital and web-site. Therefore, next research has to take several channels such as call-center and SNS, and other domain like government, financial company, and education institute.