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Web 2.0 시대 정부신뢰 제고를 위한 전자정부 추진전략 연구

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Frame of Image 라의 구축과 그 활용이 반드시 비례하는 것은 아니라는 사실을 보여주는 한 예입니다. 이와 같은 맥락에서 이 보고서는 참여, 공유, 개방, 협력이라는 ‘Web 2.0’의 특성을 반영한 차기 전자정부 구축을 위한 방향성과 대안을 제시하는 연구결 과를 담고 있습니다. 특히, 정부신뢰 제고를 통해 국가경쟁력을 강화하기 위 하여 정부, 기업, 시민사회간의 소통을 강화하는 정책네트워크 형성을 전자정 부의 추진목표로 제시하고 그에 따른 구체적 전략과제도 제시하고 있습니다. 이 연구를 수행하신 한국행정연구원의 류현숙, 이재호, 최호진, 홍재환 연 구위원과 장지원 전문연구원, 공동연구자로 참여하신 연세대학교 문명재 교 수, 자문해 주신 정충식, 서진완, 김현성 교수, 박상현, 박정은, 김종태 박사께 모두 감사의 말씀을 전합니다.
2008년 12월 한국행정연구원 원장
1. 연구의 필요성과 목적_2 1) 연구 필요성_2 2) 연구의 목적_3 2. 연구 범위와 방법_4 1) 연구 범위_4 2) 연구 방법_6 3. 연구결과에 대한 기대효과와 활용방안_7 1) 학문적 측면_7 2) 시민사회적 측면_7 3) 사회 및 국가적 측면_7 4) 연구 활용_8
Ⅱ 이론적 고찰
1. Web 2.0 전자정부_10 1) Web 2.0의 개념_10 2) Web 2.0 전자정부의 개념_28 2. 정부 신뢰_47 1) 정부신뢰의 개념_48 2) 정부신뢰의 구성 요소_51 3) 전자정부 성과, 정부 만족도, 정부신뢰_52
3. 선행 연구_54 1) Web 2.0과 전자정부에 대한 선행연구_54 2) 정부신뢰에 관한 선행연구_63 3) 전자정부와 정부신뢰의 관계에 대한 선행연구_67 4. 연구 분석 틀_71
Ⅲ 전자정부의 추진 현황
1. 국내 전자정부 추진의 발전과정_74 1) 전두환 정부(1981~1987)_76 2) 노태우 정부(1988~1992)_76 3) 김영삼 정부(1993~1997)_77 4) 김대중 정부(1998~2002)_79 5) 노무현 정부(2003~2007)_83 6) 이명박 정부(2008~2012)_86 2. 국외 전자정부 추진현황_87 1) 미국_88 2) 싱가포르_89 3) 캐나다_90 4) 일본_91 5) 영국_93 6) 핀란드_94 7) 스웨덴_96 8) 노르웨이_97
Ⅳ 선진국 사례 분석 및 시사점
1. 공공영역에서의 Web 2.0을 활용한 해외사례_102 1) Web 2.0을 이용한‘참여’사례_104 2) Web 2.0을 이용한‘협력’사례_112 3) Web 2.0을 이용한‘개방’사례_114 4) Web 2.0을 이용한‘공유’사례_115 5) 그 밖의 공공부문에서의 Web 2.0 활용_119 2. 한국사회에서의 Web 2.0 사례 분석 : 촛불집회_122 1) 촛불집회와 Web 2.0 정보통신기술의 결합_123 2) Web 2.0의 가치적 특성에 따른 촛불집회 분석_124 3) Web 2.0의 기술적 특성에 따른 촛불집회 분석_128 3. 사례가 주는 시사점_132 1) 해외사례의 시사점_132
Ⅴ Web 2.0과 정부신뢰 관계 분석

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Title Web 2.0 시대 정부신뢰 제고를 위한 전자정부 추진전략 연구
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Material Type Reports

류현숙; 이재호; 최호진; 홍재환


서울 : 한국행정연구원

Date 2008
Series Title; No KIPA 연구보고서 / 2008-10
Pages 311
Subject Country South Korea(Asia and Pacific)
Language Korean
File Type Documents
Original Format pdf
Subject Government and Law < Public Administration
Holding 한국행정연구원


Today, the tendency of ICT development seems to have a big shift from the past when it was mainly focused on convenience and productivity that it could bring about. Now, ICT has led to Web 2.0 and Ubiquitous society that are characterized by participation, openness, sharing, cooperation, and it further has increased interaction between customer and provider, thereby it has led to a customer-focused society via social media such as UCC.
(User-Created Contents). This social change enabled by ICT requires thegovernment to come up with a new eGovernment development strategy.
In this context, this study explored the impacts of Web 2.0 values (i.e. participation, sharing, openness, cooperation) on government performance, government satisfaction, public trust in the government. It further identified the significance of each advantage of Web 2.0 and set priorities among them in order to show an appropriate development pathway of the future eGovernment and offer alternative policies.
The whole course of this research was divided into 3 steps. The first step entailed a theory-driven literature review, and the second step encompassed two-surveys (one for public servants and the other one for the public internet users). The ultimate stage, it incorporated the survey findings to the previous literature review in the context of eGovernment.
Methodology and methods utilized in this study included a mix of qualitative and quantitative methods, that is to say, literature review, case study, in-depth interview, brainstorming, surveys. Based on the findings from these combined methods, it drew a series of eGovernment strategies for enhancing public confidence on government and the next stage of eGovernment, that is, Web 2.0-based eGovernment.
First of all, this study found that the aforementioned values of Web 2.0 had a positive effect on levels of citizen trust and confidence in the government. Hence, it is argued that realizing Web 2.0 characteristics within eGovernment is vital for the future eGovernment performance and government satisfaction and it appears essential for government trust in the long term.
Second, it could be interpreted in several ways that the characteristics of Web 2.0 have a negative influence on participation since the level of participation of the netizen implies both positive and negative aspects simultaneously. The positive aspects of netizen participation will bring the realization of the direct democracy, which makes up for the limitation of representative democracy through the active participation in the decisionmaking process in the government. Nevertheless, it was also found in the survey analysis that the government satisfaction indices and government trust will be negatively affected by the people’s increased sharing of information about government policies through the internet. This happens in general in a society that does not fully develop democratic characteristics.
This is consistent with the previous studies that argue that participation does not necessarily bring about positive consequences to the government. It is therefore necessary for the government to strengthen information sharing with people about policy-making in order to bring about the positive aspects of netizen participation while overcoming the negative perception of the netizen at the initial stage. It is then required for the government to realize the characteristics of Web 2.0 for the establishment of eGovernment.
Third, the characteristics of Web 2.0 have a positive influence on the performance of eGovernment, government satisfaction index and government trust. It has been found that the government satisfaction index and the degree of government trust are increasing as the level of eGovernment performance gets higher. It is particularly important to increase the government satisfaction index while increasing the performance level of eGovernment at the same time. This is because the impact on the government trust is greater when the government satisfaction index increases with the eGovernment performance and other factors than with the increase of eGovernment performance by itself.
Finally, the important thing to do in the realization of eGovernment 2.0 is that the government constructs a mechanism for shaping government trust and makes a condition for the mechanism to be able to work. It is then necessary to establish a direction and strategy for the contents, context, and access mechanism of a new eGovernment, which is suggested by the web 2.0 values and characteristics. The task of the eGovernment 2.0 under the web 2.0 environment includes the contents sharing with data which are produced through the administrative process, and administrative information delivery and convenient service provision for the user-centered situation perception and utilization.
Considering the fact that there have been a few theoretical explorations about the possible linkages between web 2.0 and government trust, a major contribution of the study will be to attempt to establish variousconcepts derived from the government trust and recent technology change and concepts about web 2.0. In addition, the study is significant in that it attempts to improve the online civil service through the increase of the government responsiveness, trust, transparency, and accountability toward its people.