유비쿼터스 정부 서비스의 개념적 평가 틀에 관한 연구
A Study on the Conceptual Evaluation Framework of Ubiquitous Government Service
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본 연구는 유비쿼터스 정부 서비스(u-서비스)의 개념적인 평가 틀을 구성하는 것을 목적으로 한다. 먼저 평가 틀 도출을 위한 기본적인 구도는 u-서비스 사업이 e-서비스의 목적과 특성에서는 차별화 되나, 이 두 사업이 기본적으로 IT 서비스라는 점에서 볼 때, 기존의 e-서비스 평가 틀이 기본 가이드가 될 것이라는 가정에서 출발하였다. 이에 근거하여 u-서비스가 갖는 가장 차별적인 특성으로 상황인지성에 초점을 맞추는 한편 민간과 다른 정부 영역의 조직적·사회적 측면의 질적 측면을 포함하였다. 이러한 구도를 통해 개념적 평가 틀을 위한 4개 이슈를 도출하고(통합적 측면, 질적 측면, 상황인지성, 이해당사자), 이러한 이슈를 고려하여 기술적 차원, 서비스적 차원, 조직적·사회적 차원, 이해당사자 차원을 모두 포함한 포괄적인 개념적 평가 틀을 구성하였다. 나아가 4개의 각 차원에 대하여 하위 매트릭스와 평가 지표를 제시하였다.
Abstract
This paper aims to construct a conceptual evaluation framework of ubiquitous government services(u-services). First of all, it starts from the assumption that as u-service is analogous to e-service in terms of IT service while there is difference between them in terms of their goals and features, the e-service evaluation framework will be helpful in constructing a conceptual evaluation framework of u-service. On the basis of the assumption, it focuses on context-awareness as the most differential feature of a ubiquitous service environment(USE) while reflecting quality variables of organizational and social aspects of the public sector on the framework. And then, it draws four issues for the conceptual evaluation framework, which are integration, quality, context-awareness and stakeholder. By considering these issues, a comprehensive conceptual evaluation frameworks is constructed, which includes technology dimension, service dimension, organizational · social dimension and stakeholder dimension. It also provides sub-matrix and evaluation index for each dimension.
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