• 한국건설관리학회논문집
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• 제19권1호
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• pp.12-20
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• 2018

건설사업은 사회적 그리고 경제적으로 파급효과가 크기 때문에 프로젝트 추진과정 중 다수의 민원이 발생된다. 이와 같은 현실에서 건설사업을 성공적으로 완료하기 위해서는 계획 및 설계과정에서 민원요인을 분석하고, 민원을 최소화하기 위해서 노력해야 한다. 본 논문은 건설사업의 민원을 평가하기 위한 민원분류체계를 제시하고, 민원분류체계를 바탕으로 설계기능을 개선하여 민원을 최소화하는 것을 목적으로 한다. 논문목적 달성을 위해 연구과정에서는 1) 건설사업 유형별 특성에 따른 민원요인을 분석하고; 2) 민원요인을 기반으로 민원분류체계를 개발했으며; 3) 민원분류체계를 체크리스트로 사용하여 설계대안 창출을 위한 절차를 제시했다. 사례분석에서는 실제 건설사업 설계를 대상으로 민원사전예방을 위한 설계대안을 창출하여 민원대응수준을 향상시켰다.

• 한국치위생학회지
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• 제3권2호
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• pp.209-220
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• 2003

The purpose of this study was to examine how clients who visited dental institutions perceived client services, what sorts of client services were provided to them and to what extent they were satisfied with them. It's ultimately meant to seek ways to enhance and enlarge client services. A survey was conducted on 379 residents who used dental institutions in Seoul and Gyeonggi provinces, and the findings of this study were as follows: 1. 64.6 percent of the people investigated weren't aware of client services, and 33.0 percent viewed them as part of medical services. 77.5 percent had grievances about dental institutions they'd ever used. 2. The biggest complaint was that the dental treatments they received weren't covered by the dental insurance. As for how to solve their grievances, the largest group of them told the employees of the dental institutions about their complaints or didn't use them again. When asked whether the dental institutions took any steps to get rid of their grievances, the greatest group replied they had no idea. and the second largest group answered they took no measure. 3. By age and educational level, those who were in their 60s and up and stopped at elementary school were best cognizant of client services. Among client service variables, they were most satisfied with how the employees handled their complaints, and as to overall satisfaction, their willingness to revisit ranked highest. 4. Concerning connections among client service awareness, service variables and overall satisfaction level, their awareness of client services had a positive correlational relationship with every service variable and satisfaction level. Among the service variables, prompt client services and employee attitude were positively correlated to overall satisfaction level, but service procedure, facilities and information services exercised little impact on that. 5. As for what factors affected their content with client services, their client service awareness was identified as one of the important factors to influence their use of dental institutions, the outcome of their visit and their willingness to revisit. The above-mentioned findings suggested that dental institutions should strengthen publicity activities to inform people of client services, and encourage them to express their grievances. In addition, they should take an immediate action to remove their complaints, and try to get a successful feedback to offer higher-quality medical services and customer-oriented services.

• International Journal of Computer Science & Network Security
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• 제22권3호
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• pp.344-354
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• 2022

Ombudsmanship is the framework to provide the speedy administrative justice to poor man which is originated in Sweden in the 19^th Century and the modus operandi with modernized arrangement of public grievance redressal. Pakistan has thirteen different Ombudsman Institutions at both Federal and Provincial level with limited public accessibility. This paper presents a collaboration framework for extending the outreach of Ombudsmanship at proverbial doorstep of complainants. This framework has three main components as collaborative arrangements, Proceedings and Resolution of the complaints that increased the public trust. A pilot project titles Swift Complaint Resolution (SCR) was constructed and executed by Federal Ombudsman Secretariat to materialize the concept of speedy redressal of complaints. The SCR project first affirmed the strength of the components of the framework. The concept of SCR was first presented in the Federal Advisory committee for Administrative Justice, which comprised of highest level of the Parliamentarians, Public Officials, NGOs and Civil Society where presented guidelines to be adopted for the free and speedy redressal of grievances at proverbial doorsteps in tehsils and district headquarters ultimately to the extended to the union councils. In SCR, the complaints were decided within 25 days even though the Law permitted 60 days that is itself a record in any judicial /quasi-judicial forum.

• 한국소음진동공학회:학술대회논문집
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• 한국소음진동공학회 2001년도 추계학술대회논문집 I
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• pp.108-113
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• 2001

Recently people have come to demand more pleasant environments as the quality and right of life have been improved. Along with industrial development, the tendency is causing a growing number of disputes concerning environmental damages. Of many kinds of environmental damages, noise and vibration pollution rising at construction fields are particularly the most common subjects of public grievance. Thus the government launched the Environmental Dispute Mediation Committee in 1991, purposing to utilize fully the promptness and expertise of administrative institutes and to resolve environmental damage disputes promptly and fairly by interfering in them actively. With the prompt and fair dispute mediations of the committee, people came to be able to get fair and prompt remedies for damages in their health and fortune by environmental pollution. Therefore, by analyzing dispute mediation cases on construction noise and vibration damages, we will suggest basic material on which efficient actions can be taken for public grievances happening in the future.

• 한국지리정보학회지
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• 제26권1호
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• pp.11-20
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• 2023

전통적으로 공공 서비스에 대한 만족도 요인을 측정하기 위해 설문조사나 인터뷰 연구가 주를 이뤄 왔다. 민원의 단순 빈도를 떠나 민원에 내포된 감정의 경중까지 고려되지 않아 민원인이 체감하는 민원의 시급성, 고충의 심각 정도를 판단하기 어렵다. 이에 본 연구의 목적은 헤도노미터 단어별 행복도 점수를 활용해 집단민원이 내포하는 부정적 감성수치를 산정하는 방안을 제시하였다. 국민권익위원회의 2021년 지역별 상위 민원 토픽과 연관키워드 데이터를 대상으로 헤도노미터를 적용하여 민원의 주제별 부정적 감성수치를 산출하고, 지역별로 분포를 가시화하였다. 본 연구결과로 도출된 부정적 감성수치를 이용해 민원에 내포된 감정의 경중을 고려하여 민원인이 체감하는 민원의 시급성, 고충의 심각 정도를 판단하는데 도움이 될 수 있을 것으로 기대된다.

• 한국소음진동공학회:학술대회논문집
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• 한국소음진동공학회 2007년도 추계학술대회논문집
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• pp.258-262
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• 2007

Recently people have come to demand more pleasant environments as the quality and right of life have been improved. Along with industrial development, the tendency is causing a growing number of disputes concerning environmental damages. Of many kind of environmental damages, noise and vibration pollution rising at construction fields are particularly the most common subjects of public grievance. Thus the government launched the Environments Dispute Mediation Committee in 1991, purposing to utilize fully the promptness and expertise of administrative institutes and to resolve environmental damage disputes promptly and fairly by interfering in them actively. With the prompt and fair dispute mediations of the committee, people came to be able to get fair and prompt remedies for damages in their health and fortune by environmental pollution. Therefore, by analyzing dispute mediation cases on construction noise and vibration damages, we will suggests basic material on which efficient actions can be takes for public grievances happening in the future.

• 화약ㆍ발파
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• 제23권3호
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• pp.1-10
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• 2005

구조물의 발파진동에 대한 허용 수준 설정은 구조물의 반응 특성이 발파 진동의 특성과 전파 매질인 지반의 특성, 대상 구조물의 특성, 구조물의 기초 특성 등 여러 인파에 따라 달리 나타나므로 표준화된 기준을 적용하기는 쉽지 않은 일이다. 국외의 경우 영국, 독일, 스위스, 스웨덴과 같이 국가별로 허용수준에 대한 표준을 마련한 나라들도 있으며 아직 별도로 기준을 마련하지 않은 국가들도 많다. 우리나라는 통상 적용되고 있는 기준이 있으나 아직 국가 표준화는 되어 있지 않은 상황이며 민원 해결의 근거를 위한 합리적인 기준 마련의 필요성이 대두되고 있는 실정이다. 본 논문에서는 국가적으로 기준을 갖고 있는 미국, 영국, 독일, 스위스, 스웨덴 등의 사례와 개정 작업을 하고 있는 호주 및 브라질의 사례 분석을 통하여 다양한 형태의 기준들에 대한 특징을 파악하고 현행 사용되고 있는 국내 기준의 문제점을 고찰하였다.

• 한국중재학회지:중재연구
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• 제25권1호
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• pp.3-23
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• 2015

As the Internet rapidly emerges as a speedy and cost-effective way of purchasing goods from overseas websites, the number of disputes arising out of overseas direct purchases also increases. In such situations, a disgruntled consumer might be left without an effective remedy. Providing an alternative approach to redress such grievances might assist in resolving such disputes and in increasing consumer confidence in e-commerce. Online Dispute Resolution (ODR) will allow consumers to solve their disputes without going to court, in a quick, low-cost, and simple way. It also helps to eliminate complex jurisdictional and choice-of-law problems. On the other hand, it has many problems such as having inadequate confidentiality and security, not being able to meet the "writing" requirement for arbitration of disputes, having difficulty in enforcing online arbitration agreements, having difficulties in enforcing online decisions and so on. This article investigates relationship online disputes and ODR and suggests ways that ODR can work best in resolving disputes arising out of overseas direct purchases. To expand the ODR system in online disputes, it is very important for domestic consumers to recognize the concept and usefulness of the Alternative Dispute Resolution (ADR) and ODR systems. The Korean government must also help consumers recognize the ADR mechanisms of dispute resolution by public campaign advertisement of ADR systems. Further education of dispute resolution in higher educational institutions is also required as well as assisting the KCAB with funds and the establishment of ADR Law.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2009년도 춘계학술대회 논문집
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• pp.659-666
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• 2009

As the density and height of the buildings nearby subway lines get higher, the unprecedented residents' appeals for noise are on the rise. Furthermore, in accordance with the revision of enforcement regulations on the Noise and Vibration Control Act, the night time noise standards have been reinforced by 5dB effective on January 1st 2010 and the appropriate measures shall be taken accordingly. For the settlement of the public grievances against noise and vibration generated on tracks in at-grade and elevated section, the installation of continuously-welded-rail, rail lubrication system, improved fastening system and higher noise barrier is currently executed. Nevertheless, the noise and vibration levels in some areas are still exceeding the limits required in the regulation. Among the measures, an installation of higher noise barrier or noise tunnel seems to be the most effective way; however, it has limitations owing to the structural stability of existing elevated structures. The paper in consideration of the local conditions and foreign practices discusses the installation of fairing system under the train body as an noise insulation panel in order to reduce the rolling noise and under-carriage noise. Based on the result of this study, a performance verification test during actual train operation is in progress for further study.

• 한국시스템다이내믹스연구
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• 제7권1호
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• pp.91-118
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• 2006

The purpose of this study is to find what factors are directly related to the delay of public projects, usually going beyond the planned deadline and budget. From a series of System Dynamics simulation works applied to the Cheongju Cremation Project, the research finds that the negative externalities originated from the adjacent location of the LULU(locally unwanted land use) facilities have exerted significant influence on dynamic perceptions of key stakeholders, typically resulting in project delay. As shown repeated experiments, the proposed negotiation-based models would produce relatively higher planning performance level than the typical approaches hinged on the administrative-expediency tactics. Even though the former may require more human and material resources in the very beginning stage, as they have to deal with diverse grievances raised by major stake-holders, most of them would bound for strengthening reinforcing loops within the complex structure. These results also imply that negotiation or consensus-building approaches would enhance mutual agreement among stake-holders, upgrading the overall quality of project management.