VI.

Accomplishments and
Future Development Plans

OPEN SYSTEM of SEOUL

Mechanism to Increase Transparency in Administration

1. Accomplishments
1.
of
System
Accomplishments
of the
the
OPEN
SystemSystem
1.
Accomplishments
ofOPEN
the OPEN

In the past, repeated phone calls or visits to the official assigned to a case were required in order to confirm the
receipt and status of civil applications, which also provided conditions that were ripe for improprieties to take
place. Since the implementation of the OPEN System, however, the need to meet officials face to face has been
eliminated, thanks to the Internet where the OPEN System allows the submission and processing of cases to be
readily tracked by applicants who have submitted applications to the City Hall or the Gu offices. Real time confirmation of the status of on-going procedures is accessible online, anytime, anywhere.

Information as to the approvals granted by

( Figure 23 : Menu for Available Statistical Data)
clerks, assistant directors, and directors include
the exact time of approvals (year, month, day,
hour and minute). Delays in decisions and delays in application processing in violation of related regulations are
automatically detected by the computer program and a notice is sent to the official assigned to the case. Audit and
inspection officials conduct cyber inspections on the Internet in order to confirm that application processing is in
full compliance with regulations, which serves to curb any temptation to contravene normal procedures by government officials assigned to application processing departments.
Another purpose of the OPEN System is to allow citizens to inquire about their applications and receive real time
information. Citizens can find out who is currently reviewing their applications, their status, estimated date of
approval, or grounds for which their applications were returned. Online information on related regulations is also
available from home, work or nearby Gu offices or Dong offices.

VI. Accomplishments and Future Development Plans

The primary function of the OPEN System is

to ensure transparency in administrative procedures. That is, with the immediate entry of data
by officials at the time applications are submitted on line, objective and impartial administrative procedures are assured and the abuse of
power and deviation from normal procedures
are precluded, since the status and outcome of
an application is open to the scrutiny of the public via the Internet.

The third function of the OPEN System is its capacity to eliminate the long-standing distrust that citizens had
against government officials and to restore confidence in the administration. Citizens will grow to trust the speedy
and fair administrative procedures made possible by the OPEN System.
104 / 105

OPEN SYSTEM of SEOUL

Mechanism to Increase Transparency in Administration

1) Survey Research
An analysis of the 1,245 responses posted on the People's Voice by the Seoul Metropolitan Government revealed
that 984 out of 1,167 respondents (84.3%) showed a favorable attitude toward the OPEN System's ability to provide
transparency in administrative procedures, whereas only 183 (15.7%) answered in the negative. Most of the respondents, 762 of the total of 1,055 (72.3%), were satisfied with the quality of the official's service procedures while 293
respondents (27.7%) were not satisfied.
A survey conducted by Gallup Korea from 24 November to 13 December 1999 showed that 55% of the 8,789 citizens who submitted applications to City Hall or Gu offices in five areas replied that improprieties on the part of
officials decreased from the previous year. In a survey by Gallup Korea in late 2000, 48.6% of the 11,525 citizens
who participated responded that corruption in the Seoul Metropolitan Government had decreased compared to the
previous year, showing an annual decline in corruption.

Contribution to
Transparency
(n=1,167)

Satisfaction with
the Service Quality of
the Officials
(n=1,055)

984 (84.3%)

Positive
Negative

Positive
Negative

183 (15.7%)
762 (72.3%)
293 (27.7%)
55%

Negaitive

( Citizens' Opinions regarding the OPEN System)

Fire - Fighting
Construction
Work

53%

Negaitive

52%

Negaitive

Transportation

Negaitive

Park & Landscape

Negaitive

Sanitation

Negaitive

Taxation

Negaitive

49%
47%
44%
41%

( The decline in corruption from a year ago - Desember. 2000)

2) Survey of Government Officials

A telephone interview of 250 employees at 125 divisions (five divisions per Gu office) after the implementation
of the OPEN System showed that 152 respondents (61%) said the number of telephone inquiries had decreased,
58 respondents (23%) similar, 22 respondents (9%) increased, 18 respondents (7%) not sure. The number
of personal visits by applicants had decreased (132, respondents 53%), similar (60 respondents, 24%), increased
(27 respondents, 11%), and not sure (30 respondents, 12%), indicating that the system is successfully responding to
citizen inquiries.

The OPEN System's

effect on preventing
corruption
Level of
satisfaction with
the OPEN System

66.6%

Positive
Negative

18%

Positive
Negative

VI. Accomplishments and Future Development Plans

Among the 939 citizens who submitted civil applications during the period of 12-14 October 2000, TI-Korea
revealed that 12.8% responded that the OPEN System contributes a great deal in preventing corruption among
officials, 53.8% said that it helps, 15.4% replied not much, and 2.6% not at all. Overall, 68% were satisfied
with the OPEN System while only 3.8% were dissatisfied.

68%
3.8%

( Survey Results by TI-Korea)

Phone
inquires
(n=250)

Visitation
Decreased
(n=250)

152 (61%)

Decreased
Similar
58 (23%)
Increased
22 (9%)
Not sure 18 (7%)
Decreased
Similar
Increased
Not sure

132 (53%)
60 (24%)
27 (11%)
30 (12%)

( Survey Results of Government Employees)

106 / 107

OPEN SYSTEM of SEOUL

Mechanism to Increase Transparency in Administration

2. Linking the Electronic Approval System and the OPEN System

Since 1999, important licensing cases have been processed by Electronic Approval System involving Assistant
Directors, Directors, the Vice Mayor and the Mayor, using an internal LAN, while a separate OPEN System was
made available to citizens to disclose information on the status of their applications on the Internet, resulting in a
dual system which required entering the same data twice.
In order to overcome the inefficiency and to enhance the reliability of the OPEN System, a program that links the
two systems is being developed by the Seoul Metropolitan Government in collaboration with a private company to
provide comprehensive real time information on electronic approvals made by city departments, beginning in
December 2001. This program, once completed, will apply to all departments in the Seoul Metropolitan
Government, the Gu offices, and any operations under the Seoul Metropolitan Government's authority.

Approval process

In put

OPEN System

Final approval (mayor)

Manual input of approval date

Step 3 approval (vice mayor)

Manual input of approval date

Step 2 approval (director)

Manual input of approval date

Step 1 approval (assistant)

Manual input of approval date

Documentation (staff)

Manual processing of
approved documents

( Before the link between the OPEN System and

the Electronic Approval System)

( After the link between the OPEN System and

the Electronic Approval System)
Approval process

In put

OPEN System

Final approval (mayor)

Automatic input of
approval date and time posted on
the OPEN system

Step 3 approval (vice mayor)

Automatic input of
approval date and
time posted on the OPEN system

Step 2 approval (director)

Automatic input of approval

date and time posted on
the OPEN system

Step 1 approval (assistant)

Automatic input of approval

date and time posted on
the OPEN system

Documentation (staff)

Automatic input of
approval of contents posted on
the OPEN system

VI. Accomplishments and Future Development Plans

The Seoul Metropolitan Government's Cyber One-Stop System , that allows a one-stop submission and processing of applications via the Internet, is slated to begin operation by October 2001. Citizens will be able to submit
applications, confirm their status, and receive notices through the Internet. Utilizing the message function of cellular
phones, a Short Messaging Service (SMS) on decisions regarding applications has been in operation since February
2001. The Unified Messaging Service (UMS), integrating voice mail and fax, will be available starting October
2001. The completion of these programs will truly open an era of electronic government late this year. By sharing
its innovations and documenting the steps involved, Seoul Metropolitan Government is a valuable example of how a
local administration can employ the techniques of electronic government to increase its transparency and accountability and bring services closer to its citizens.

108 / 109

Notes

United Nations

Participants in the development of this manual are listed below.

Comments and inquiries regarding this manual may be directed to:

Mr. Guido Bertucci

Director
Division for Public Economics and Public Administration
Department of Economic and Social Affairs
United Nations
New York, N.Y. 10017
U.S.A
Tel. 212-963-5761, Fax. 212-963-9681
E-Mail : Bertucci@un.org
Ms. Elia Yi Armstrong
Adviser
Governance and Public Administration Branch
Division for Public Economics and Public Administration
Department for Economic and Social Affairs
United Nations
Tel. 212-963-2926 Fax. 212-963-2916
E-mail : Armstronge@un.org

SEOUL METROPOLITAN GOVERNMENT

Mr. Jang-Ha Jun
Director-General
Bureau of Audit and Inspection
Seoul Metropolitan Goverment
Seoul, Korea
Tel. 82-2-735-1654 / 731-6190
Fax. 82-2-731-6875, 6885
E-mail : jhjun@mail.metro seoul.kr

Mr. Chan-Gon Kim

Director-General
Office of Digital Media City Project
Seoul Metropolitan Goverment
Seoul, Korea
Tel. 82-2-6321-4290 Fax. 82-2-6321-4309
E-mail : cgkim@metro.seoul.kr
chan_gonkim@hotmail.com

Mr. Jae-Ryong Yoo

Deputy-Director
Bureau of Audit and Inspection
Seoul Metropolitan Government
Seoul, Korea
Tel. 82-2-731-6605 Fax. 82-2-731-6885
E-mail : jryoo@metro.seoul.kr

Mr. Yoon-Jae Lee

Program staff
Bureau of Audit and Inspection
Seoul Metropolitan Government
Seoul, Korea
Tel 82-2-731-6191 Fax 82-2-731-6885
E-mail : yjlee@metro.seoul.kr
hl1sno@hanmail.net

Mr. Dol-Bong Park

Director,
Bureau of Audit and lnspection
Seoul Metropolitan Goverment
Seoul, Korea
Tel. 82-2-731-6898 Fax. 82-2-731-6885
E-mail : dol0227@mail.metro.seoul.kr

SEOUL METROPOLITAN GOVERNMENT

31 Taepyung-Ro 1Ga, Chung-Gu, Seoul, 100-744, Korea
TEL 82-2-731-6191~5, 6591~5 FAX 82-2-731-6885, 6875
E-Mail : audit@metro.seoul.kr