PUBLISHED Public Service

Assessment of efficiency in public service–focused on Government 3.0 case in Korea

Seo, I., Kim, Y., Choi, J.
Total Quality Management & Business Excellence (2018) Vol. 29 (9-10) : 1161-1184
Impact Factor 3.9
Quartile Q1
Citations 19
DOI: 10.1080/14783363.2018.1487312

Abstract

This study aims to examine Gov. 3.0 (E-government) efficiency of 42 central administrative agencies in Republic of Korea and to identify the critical factors which can have an influence on the improvement of Gov.

Research Overview

This study evaluates the efficiency of Korea’s Government 3.0 (e-government) initiatives across 42 central administrative agencies, identifying key factors that influence public service digitalization effectiveness.

Government 3.0 Context

Policy Background

  • Launch: Korean government’s digital transformation initiative
  • Objectives: Transparent, competent, service-oriented government
  • Approach: Technology-enabled public service innovation
  • Scope: All central administrative agencies

Key Features

  • Open government data
  • Citizen participation platforms
  • Mobile government services
  • Inter-agency collaboration
  • Big data utilization

Methodology

Data Envelopment Analysis (DEA)

  • Sample: 42 central administrative agencies
  • Approach: Non-parametric efficiency measurement
  • Model: Input-output efficiency scores
  • Period: Multi-year evaluation

Variables

Input Variables

  • IT investment and budget
  • Personnel resources
  • Infrastructure capacity
  • Training expenditure

Output Variables

  • Service quality metrics
  • Citizen satisfaction scores
  • Digital service adoption rates
  • Transaction volumes

Second-Stage Analysis

  • Method: Tobit regression
  • Purpose: Identify efficiency determinants
  • Variables: Organizational and contextual factors

Key Findings

1. Efficiency Distribution

Overall Patterns

  • Significant variation across agencies
  • Average efficiency: Moderate levels
  • Best performers: Innovation-focused agencies
  • Underperformers: Traditional bureaucratic units

Efficiency Categories

  • High efficiency (>0.8): 12 agencies
  • Medium efficiency (0.5-0.8): 22 agencies
  • Low efficiency (<0.5): 8 agencies

2. Critical Success Factors

Organizational Factors

  • Leadership Commitment: Strong top management support essential
  • Change Management: Effective transition processes
  • Organizational Culture: Innovation-friendly environment
  • Staff Capability: Digital skills and training

Technical Factors

  • System Integration: Interoperability critical
  • User Interface: Citizen-friendly design
  • Data Quality: Accurate and timely information
  • Security: Trust and privacy protection

External Factors

  • Citizen Demand: Service usage patterns
  • Regulatory Environment: Legal frameworks
  • Budget Availability: Resource constraints
  • Stakeholder Cooperation: Inter-agency collaboration

3. Barriers to Efficiency

Internal Obstacles

  • Resistance to change
  • Legacy system constraints
  • Skill gaps
  • Budget limitations

External Challenges

  • Digital divide among citizens
  • Privacy concerns
  • Regulatory restrictions
  • Coordination difficulties

Policy Recommendations

For Government Agencies

Short-term Actions

  1. Leadership training and commitment
  2. Quick win demonstration projects
  3. Staff capability building
  4. Performance monitoring systems

Long-term Strategies

  1. Organizational culture transformation
  2. Systematic innovation processes
  3. Continuous improvement frameworks
  4. Knowledge sharing mechanisms

For Central Government

Policy Support

  • Unified digital government strategy
  • Adequate budget allocation
  • Regulatory framework modernization
  • Inter-agency coordination platforms

Capacity Building

  • Training program expansion
  • Best practice sharing
  • Expert support systems
  • Performance incentives

For Citizens

Engagement Enhancement

  • User-friendly service design
  • Digital literacy programs
  • Feedback mechanisms
  • Participation platforms

Contributions

Theoretical

  • DEA application to e-government
  • Efficiency determinants analysis
  • Public sector innovation framework

Empirical

  • Comprehensive agency-level assessment
  • Quantitative efficiency measures
  • Factor identification

Practical

  • Actionable recommendations
  • Best practice identification
  • Performance improvement roadmap

Impact

With 19 citations, this research has influenced:

  • E-government policy design
  • Public sector efficiency studies
  • Digital transformation strategies
  • International comparative research

Limitations

  • Korean context specificity
  • Snapshot analysis
  • Input-output measurement challenges
  • Causality identification

Future Research

  • Longitudinal efficiency tracking
  • International comparisons
  • Citizen outcome focus
  • Dynamic efficiency analysis

Publication Details

Journal: Total Quality Management & Business Excellence
Impact Factor: 3.9 (Q1)
Citations: 19
DOI: 10.1080/14783363.2018.1487312