행정서비스헌장제 평가지표개선 연구 -AHP 방법론의 적용-

Abstract

Service quality of public services is a major aim of the New Public Management reforms occurring throughout Korea. The Public Service Charter initiative, launched by the present Government in 1998, has been an example of NPM strategies intended to change the culture of public service delivery to focus on the needs of the users. With this context in mind, this paper examines the evaluation indicator system for the Public Service Charter program being operated in Korean public sector, with more specific reference to local level and provides a substitute for measuring achievements of local governments in relation to the management of the Charter program. Using evidence from a survey-based study comparing the evaluation indicators for the program, employing AHP(Analytical Hierarchy Process) technique, this paper suggests that the restructuring of weight being applied in each indicator, based on the opinions of the local government employees in charge of the operation of it, be essential to effectively implement the initiative, and in turn, to accelerate the diffusion of innovative ideas. The paper concludes with reflection on the limitation of the study and a discussion of future research implications.