고용지원서비스의 통합기구 비교분석: 영국, 미국, 호주의 원스톱숍을 중심으로
Service Integration of the Job Service: A Comparative Analysis of the One-stop Shop in the UK, USA, and Australia
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초록
최근 우리나라도 인구구조의 변화와 사회발전에 따라서 사회서비스의 수요와 공급이 폭발적으로 증가하고 있다. 이에 외국의 사회서비스 전달기구의 통합과 개혁과정에 주목할 필요가 있다. 이러한 배경에서 이 연구는 고용지원서비스 기능을 중심으로 한 사회서비스의 원스톱숍 기구를 영국, 미국, 호주의 사례를 통해서 비교분석 하였다. 이를 위해 이론적 배경으로서 신거버넌스론에서 제기하는 통합정부 접근과 통합서비스 조직화 전략을 검토하고, 연합조직체계 개념에 주목하여 서비스 조직간의 다양한 연계 및 통합 유형과 원스톱숍 기구의 다원적 성격을 분석할 수 있는 개념틀을 검토하였다. 사례분석 결과를 요약하면, 연합조직체계 발전단계에서 군집화에 해당하는 미국의 사례와 통합기구화에 해당하는 영국의 사례가 원스톱숍의 핵심변수들에 있어 서로 대비되는 모습을 보인 반면에, 군집화 단계에 있는 미국의 사례와 단일창구 단계에 해당하는 호주의 Centrelink의 경우 유사한 원스톱숍의 속성을 갖는 것으로 나타났다. 이러한 연구결과는 사회서비스의 통합기구화를 위한 원스톱숍의 설계에 있어 상황적합적인 접근을 시사한다. 마지막으로 분석결과를 바탕으로 우리나라 사회서비스 통합기구화에 관한 정책적 시사점을 제안하였다.
Abstract
With demographic changes and social evolution has come an explosion of the demand and supply for social service in recent years. Hence the integration and reform processes of social service delivery in the foreign countries are worthy of note. This paper did a comparative analysis on the cases of the UK, USA, and Australia, laying stress on the job service function in these countries. To achieve this, it examined whole-of-government approaches and those organizing strategies as a theoretical background and established the conceptual framework through which the various connections between service organizations and the multifactor natures of one-stop shop units can be analyzed. The results showed that the USA's case which is in the clustering stage of Trans-Organizational System development contrasted with the UK's case which is in the integrated agency stage of its development, whereas the USA's case had similar characteristics to the Australian case which is in the single contact point stage. These imply that a contingency approach is needed in designing one-stop shops for social service. Finally, this study proposed policy implications for integrating various social services.
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