논문

The idea of enhancing participation in government organizations is hardly new. In
fact, it has been one of the recurring themes both in administrative and more
general reform efforts for the public sector. A number of countries already had
made significant advances in improving participation in their administrations prior
to the comtemporary round of reforms. A number of attempts have been made to
enhance the involvement of workers within their organizations and to make the
climate in public organizations more participatory.

For better public service, organizations should create mechanisms through which
participation and communication in all directions, not just from top to bottom, are
encouraged. Quality in the delivery of public-sector services depends to some
extent upon cooperation in production rather than on government employees
simply delivering the services. If social service programs are to be effective,
beneficiaries must ultimately want to change some of their behaviors and the only
really effective and efficient service programs are those that demand participation
rather than passivity from the client.

The Public Service Charter is a kind of participatory management program in
administrative reform. The Public Service Charter in Korea is to satisfy citizens
through the promotion of quality public services. The Public Service Charter helps
people understand what a public organization does, what to expect by way of
service, how to contact it and how to seek a remedy if something goes wrong.
The Public Service Charter does not in itself create new legal rights. Rather, it
helps people claim existing rights, and may substantiate new rights that are
enforceable through non-legal means. The Public Service Charter helps public
servants, too, by setting out clearly the services their organization provides. Their
main audience, however, is the general public, who is the target of service
delivery.

The Public Service Charter operates two levels of participation. The first is pre-
participation, that is customer opinion research. The other is post-participation,
which is a survey on customer satisfaction. After practicing the public service
standards, a customer satisfaction survey asking customers about the realization
and satisfaction of the service standards is a facile tool for improving the quality
of public services. This paper proposes post-participatory management, which is
an institutional method for improvement of public service quality through the
administration of the Public Service Charter.