공공부문 민간위탁의 직접고용과 고용관계 성과:서울시 120다산콜센터의 사례와 함의
The Process of Direct Employment of Agency Workers in Public Sector and its Performance Implication:Case Study of 120-Dasan Call Center in Seoul, South Korea
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초록
공공부문 비정규직의 정규직화 정책이 추진되고 있는 현재, 본 연구는 선제적으로 민간위탁 간접고용노동자를 직접고용 한 서울시 120다산콜센터 사례를 분석하여 직접고용의 동학과 조직적․개인적 성과를 살펴보았다. 사례연구 결과, 직접고용의 주요 동인은 당사자의 적극적 노력, 외부 행위자들의 정당성 부여, 지방자치단체의 우호적 개입 등으로 나타났다. 또한 고용관계 측면에서의 성과를 살펴본 결과, 민간위탁에서 직접고용으로 전환 이후 의사소통 효율화, 지원업무 체계화, 노사관계 제도화, 서비스 질 향상과 같은 조직적 성과 및 조직 동일시 증가, 조직몰입 증가, 직무만족 증가와 같은 긍정적인 개인적 성과를 확인했다. 본 연구는 이론적 측면에서 기존 연구에서 공백으로 남아 있었던 직접고용을 추동하는 구체적인 동인과 직접고용에 따른 조직적, 개인적 성과를 확인한 점에서 의의가 있으며 정책적 측면에서 공공서비스의 내부화가 갖는 의미와 직접고용 이후의 과제를 제시한다는 점에서 시사점이 있다.
Abstract
Given a growing trend for public sector organizations in South Korea to internalize non-standard workers into regular, permanent ones, we attempt to theorize the driving forces for and performance implication of the transformation by examining the case of the 120-Dasan Call Center, the first public service to have internalized previously contracted-out workforce. We first identify the antecedents to the transformation in employment status which include labor-friendly local government and the incongruence between governance structure and public service delivery. Our findings also illustrate the distinct roles the major stakeholders of the public service such as the union and civil organizations played in legitimizing the transformation into direct employment. Finally, we found directly employment of the contracted-out workforce has contributed to improving organizational performance of the call center by enhancing communication efficiency, streamlining support tasks, and institutionalizing labor relations. Further, the agency workers who became directly employed by the call center reported high levels of organizational commitment, job satisfaction and service quality, as well as a sense of career development. Our findings make theoretical contributions to the literature on ‘contract-back-in’ by showing its overall process and outcomes. From the policy perspective, this paper highlights the societal value of internalization of public service providers and offers insights into the challenges after the change in employment status.
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