• Information Systems Review
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• v.13 no.3
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• pp.83-97
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• 2011

CRM (Customer relationship management) has become increasingly relevant in the public sector as citizens have become accustomed to high levels of service in private sectors. Public sectors have begun to emphasize on their customers and customer service quality. Thus to improve the service quality in citizens, public sectors conduct several types of surveys to analyze customer satisfaction and employee satisfaction on their product/services. Most of the public sector organizations, however, are reluctant to conduct the total survey targeting the whole teams and analyze the relationship among types of surveys because of the limitation of budget and time. In this paper, we propose the methodology to analyze the relationship of customer satisfaction index, employee satisfaction index and KPI achievement of whole teams and a framework which identifies key action initiatives and builds KPI.

• Journal of the Society of Disaster Information
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• v.15 no.2
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• pp.268-281
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• 2019

Purpose: The purpose of this study was to find out how the administrative paradigm of the times affected the public sector's fire. Method: For this purpose, we investigated the New Public Management (NPM). In addition, the reasons of fire accident of Boryeong thermal power plant were analyzed in the limited values of NMP. Result: In theoretical investigation, the 3 values (managerial accountability, efficiency, expertise) of NMP and evaluation criteria were drew out. In investigation on reasons of fire accident, the improvement of accountability and expertise was insufficient due to the emphasis of the efficiency based on the introduction to free market by neoliberalism in public sector. Conclusion: In conclusion, we confirmed that the values of NMP were limited to forcingly apply to the public sector. This study is expected to contribute basic research references to fire administration theory.

• Journal of the Korean Operations Research and Management Science Society
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• v.27 no.3
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• pp.41-57
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• 2002

In this paper, I investigate the impact of quality management activities on the public sector within the framework of Malcolm Baldrige (MB) national qualify model. The Structural Equation Modeling approach has been employed to investigate the cross influences among the seven MB categories. This empirical study shows that a number of statistical hypotheses are significant. The leadership category is the most important driver among the quality management activities. This, in turn, implies that the main source in quality management is to foster a solid qualify oriented leadership system. Categories such as Information Analysis, Strategic Planning, Human Resource Development and Management, and Process Management are significantly related to the Customer Satisfaction category. In addition, leadership, Information Analysis, and Customer Satisfaction categories ere significantly influential to Management Performance.

• Knowledge Management Research
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• v.4 no.2
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• pp.79-94
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• 2003

This paper explores the features, patterns and strategies of innovation in knowledge intensive service (KIS) suppliers in Korea. It was found that characteristics of service innovation and manufacturing innovation tend to converge. Also, diverging elements were found particularly in organizational dimension in the innovation of the service sector. Investigation into the case of information and communication technology (ICT) services revealed that KIS suppliers are active in innovation. They obtained ideas required for their innovations from their knowledge activities inside firms and in the process of interaction with user firms. Large KIS suppliers are to a great extent interested in R&D for innovation, while small and medium suppliers are interested in developmental work. Weak knowledge flow was found between KIS suppliers and the public sector like universities and public research institutes.

• Asia-Pacific Journal of Business
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• v.5 no.2
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• pp.25-35
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• 2014

This paper aims to propose a conceptual model that empirically examines the relationship of psychological empowerment & role satisfaction and their dimensions with motivation in an Indian context. 176 executives/managers from many public sector organizations in India were approached. Cronbach alpha, correlation and regression analyses were applied to check the research hypotheses. Only meaning was found to be important predictor of motivation. Interestingly, achievement and extension were also observed to be the determinants of motivation. This paper would help researchers and practitioners to work on these variables in some other sectors also. Improvement in the psychological empowerment and role satisfaction will enhance the motivation among Indian business executives/managers which will improve the overall performance of the organization. It is an innovative attempt to utilize psychological empowerment and role satisfaction independently to improve motivation in an Indian framework.

• Asian Journal for Public Opinion Research
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• v.1 no.1
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• pp.42-60
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• 2013

This article introduces the infrastructure of public opinion research in Japan by reviewing the development of polling organizations and the current situation of social surveys. In Japan, the polling infrastructure developed through the direction and encouragement of the U.S. occupation authorities. In the early 1969s, however, survey researchers began to conduct their own original polls in not only domestic but also cross-national contexts. An exploration of recent survey trends reveals that polling organizations tended to conduct more surveys during summer, in the mid-range of sample size (1,000-2,999), based on random sampling (response rates of 40-50%), and through the mail between April 2011 and March 2012. The media was the most active polling sector.

• Knowledge Management Research
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• v.18 no.1
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• pp.67-81
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• 2017

As the important breakthrough continues in the field of machine learning and artificial intelligence recently, there has been a growing interest in the analysis and the utilization of the big data which constitutes a foundation for the field. In this background, while the economic value of the data held by the corporates and public institutions is well recognized, the research on the evaluation of its economic value is still insufficient. Therefore, in this study, as a part of the economic value evaluation of the data, we have conducted the economic value measurement of the data generated through the small business guarantee program of Korean Federation of Credit Guarantee Foundations (KOREG). To this end, by examining the previous research related to the economic value measurement of the data and intangible assets at home and abroad, we established the evaluation methods and conducted the empirical analysis. For the data value measurements in this paper, we used 'cost-based approach', 'revenue-based approach', and 'market-based approach'. In order to secure the reliability of the measured result of economic values generated through each approach, we conducted expert verification with the employees. Also, we derived the major considerations and issues in regards to the economic value measurement of the data. These will be able to contribute to the empirical methods for economic value measurement of the data in the future.

• Journal of Internet of Things and Convergence
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• v.8 no.1
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• pp.65-72
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• 2022

The Internet of Things (IoT) provides data convergence and sharing functions, and IoT technology is the most fundamental core technology in creating new services by convergence of various cutting-edge technologies. However, there are different classification systems for the Internet of Things, and when it is limited to the domestic public sector, it is difficult to properly grasp the current status of which devices are installed and operated with what share, and systematic data or research The results are very difficult to find. Therefore, in this study, the relevance of the classification system for IoT devices was analyzed according to reality based on sales, shipments, and growth rate, and based on this, the actual share of IoT devices among domestic public institutions was analyzed in detail. The derived detailed analysis results are expected to be efficiently utilized in the process of selecting IoT devices for research and analysis to advance information protection technology such as responding to malicious code attacks on IoT devices, analyzing incidents, and strengthening security vulnerabilities.

• Journal of Information Technology Services
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• v.20 no.5
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• pp.137-146
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• 2021

Recently, public participation in government policy design has been further expanded and public services perceived by users are expanding. At this time, the role of the digital government and the direction of the service to be pursued are user-centered, and above all, it is necessary to focus on the keywords of pre-emptive, preventive, and customized. In order to propose service quality improvement in the public sector, service user-centered classification and monitoring are integrated and the usability of government documents is improved. It is necessary to identify the needs of whether to provide a path for public participation. In the post-corona era, people are accessing quarantine information from the digital government every day. The government should proactively respond to the acceleration of digital transformation and the non-face-to-face demands of the people who experience non-face-to-face daily life. In order to evolve into a smart organization along with the innovation promotion plan and to provide customized services, it is necessary to use existing guides for institutional and technical improvement, along with new technology and data-based analysis, to strive for change management. The government should seek counter-measures that have advanced one step ahead by incorporating new high-tech IT with user-centered necessary services. This study aims to derive improvement plans to provide user-centered digital government service design when designing public services and collecting public opinions. Based on the e-government development model research and the existing research on user-centered service design in the public sector, institutional and technical measures are provided for the improvement of digital government service design.

• Journal of Korea Society of Digital Industry and Information Management
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• v.10 no.4
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• pp.225-236
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• 2014

Productivity of public organizations was far older due to issue more difficult to measure than private organizations. Unlike the private sector, the public sector is a diverse and sometimes conflicting objectives (efficiency, effectiveness, equity, democracy, etc.) exist, it is difficult to measure productivity in a single index. Many departments of government is intricately interrelated and sometimes produced by the joint efforts, it is difficult to allocate performance, incentives and accountability to among departments. And there is the difficulty of collecting data on the productivity indicators of public organizations. Despite these difficulties, we developed a productivity index system and measuring method to systematically introduce the concept of productivity in the local administration. In this paper, the productivity and the productivity index measurement practices of local governments conducted annually from 2011 on was deep into research. First, the report found examples of the governments of the developed countries, productivity measurement, then the way MOPAS(Ministry of Public Administration and Security) measure productivity index of local governments, success factors, the implications were in-depth analysis. Finally, in order to enhance productivity and competitiveness municipalities studied ways to take advantage of the productivity index.