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e-서비스의 성과분석기법 개발에 관한 연구

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Frame of Image 비스의 성과분석평가를 위한 모형 및 기법을 개발해 보고자 하였습니 다. 한편 이렇게 고안된 성과분석모델을 바탕으로 국내 지방자치단체의 e-서비스 질의 측 정, e-서비스 제공의 효율성의 측정을 통해 e-서비스 수준을 분석하여 성과분석모델의 적 용가능성을 논의하였습니다. 본 연구는 전자정부 e-서비스의 성과분석을 위한 통합적 분석모형을 개발하여 제시함 으로서 정부기관 e-서비스 수준의 실질적 측정을 위한 비교 및 평가 모델의 발전에 일조 하며, 이를 통해 정부기관 e-서비스의 성과와 관련된 평가 및 정책 등의 수립 시 필요한 방향성의 제시를 통해 e-서비스의 효율적인 발전에 기여하리라 기대합니다. 이 연구를 책임지고 수행한 文信鏞 상명대학교 교수, 그리고 그 동안 자문과 지원을 아끼지 않았던 학계 전문가 및 공무원 여러분께 진심으로 감사드립니다. 아무쪼록 이 보고 서가 관계 공무원, 학자 그리고 전문가 분들에게 널리 활용되기를 바랍니다. 2007년 12월 한국행정연구원 원장
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목차
제1 장 연구의 개요
제 1 절 연구의 배경 및 목적 ·························· 2 ·························· ························· 제 2 절 연구의 방법 및 기대효과 ························ 5 ······················· ·······················
제 2 장 전자정부와 e-서비스의 발전에 대한 배경 논의
제 1 절 전자정부 추진의 의의 ························· 8 ························· ························· 제 2 절 e-서비스의 발전 ··························· 17 ·························· ·························· 1. 국내 전자정부 e-서비스의 주요 사례 및 현황 ·········· 20 ·········· ········· 2. 지방자치단체의 전자정부 e-서비스 현황 ············· 29 ············· ············
제 3 장 e-서비스의 성과분석 기법에 대한 이론적 논의 및 분석모형
제 1 절 공공서비스 성과분석에 관한 이론적 논의 ··············· 34 ·············· ·············· 1. 공공서비스 및 성과의 의의 ···················· 34 ···················· ··················· 2. 성과평가의 의의 및 체계 ····················· 36 ····················· ····················· 3. 성과평가의 기준 및 차원 ····················· 40 ····················· ····················· 4. 성과평가의 방법 ·························· 45 ··············


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Title e-서비스의 성과분석기법 개발에 관한 연구
Similar Titles
Material Type Reports
Author(Korean)

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Publisher

서울 : 한국행정연구원

Date 2007-12
Series Title; No KIPA 연구보고서 / 2007-13
Pages 228
Subject Country South Korea(Asia and Pacific)
Language Korean
File Type Documents
Original Format pdf
Subject Government and Law < Public Administration
Holding 한국행정연구원
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Abstract

In an information society, many countries are now promoting national strategies such as the e-government initiatives. The e-government is a means of providing quality service to the citizens, and plays a key role in guaranteeing the transparency and productivity of government operations to support the citizens and business companies. The Korean government also has made efforts to implement e-government based on the world's best information infrastructure.
Among the developments of the e-government, the emphasis on the importance of the service delivery and the invigoration of the e-service are bringing huge changes to the paradigm of the government administrative services. Generally, the government's e-services use the web-applied services in order to enable sharing of information and the direct transaction-both remotely and electronically-between the citizens and the government organizations using various information and communication technologies as the basis. In Korea, the progress on the e-services has stimulated the interaction between the government and
the citizens and contributed to the improvement of the responsiveness and transparency of the government.
While Korea's e-service policy has concentrated on the enlargement and the spreading of the services, the discussion and attraction on the performance of the services-that is, the qualitative satisfaction or efficiency-have been scarce compared to the private sectors. In order for the progress on the e-services to improve the competitiveness of the government, measuring and analyzing the performance of e-services of the government agencies is needed. For this purpose, the development of the method and model for the analysis of e-service performance should be preceded.
This research is thus carried out to develop a model and method for the analysis of the performance evaluation of the e-services. The integrated analytical method includes both analyses of e-service quality (e-SERVQUAL) and efficiency of e-service delivery (Data Envelopment Analysis). The study also has tested applicability of this method through applying the model to analyze the performance of e-services in several Korean local governments. This study thus intends to provide a valuable tool to understand and evaluate the performance of e-services in government agencies by developing an exploratory analytical method.