• 산경연구논집
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• 제9권8호
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• pp.51-60
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• 2018

Purpose - Civil affairs are increasing in various forms, but civil servants who are able to handle them want to reduce the complaints and provide keywords that will help in the future due to their lack of time. While various ideas are presented and implemented as policies in solving civil affairs, there are many cases that are not policies that people can sympathize with. Therefore, it is necessary to analyze the complaints accurately and to present correct solutions to the analyzed civil complaint data. Research design, data, and methodology - We analyzed the complaints data for the last three years and found out how to solve the problems of Yongin City and alleviate the burdens of civil servants. To do this, the Hadoop platform and Design Thinking process were reviewed, and proposed a new process to fuse it. The big data analysis stage focuses on civil complaints - Civil data extraction - Civil data analysis - Categorization of the year by keywords analyzing them and the needs of citizens were identified. In the forecast analysis for deriving insights, - The case of innovation case study - Idea derivation - Idea evaluation - Prototyping - Case analysis stage used. Results - Through this, a creative idea of providing free transportation cards to solve the major issues of construction, apartment, installation, and vehicle problems was discovered. There is a specific problem of how to provide these services to certain areas, but there is a pressing need for a policy that can contribute as much as it can to the citizens who are suffering from various problems at this moment. Conclusions - In the past, there were many cases in which free traffic cards were issued mainly to the elderly or disabled. In other countries, foreign residents of other area visit the areas for accommodation, and may give out free transportation cards as well. In this case, the local government will be able to set up a framework to present with a win-win scenario in various ways. It is necessary to reorganize the process in future studies so that the actual solution will be adopted, reduce civil complaints, help establish policies in the future, and be applied in other cities as well.

• 국제학술발표논문집
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• The 9th International Conference on Construction Engineering and Project Management
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• pp.111-118
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• 2022

Conflicts in public construction projects become more serious and complex so that they have a negative effect on performance of projecets. Conflicts in public construction projects are defined as expanding in complaints. This study analyzes the relationship structure and effect on performance between complaints and conflicts. First of all, 219 survey data collected from industry experts were used to derive complaints arising from the project and to understand the characteristics of each complaint. In the case of environmental damages, rather than environmental damage during construction, harmful substances or effects that can occur in completed facilities cause complaints from local residents, and opposition from environmental groups has a great effect on time and cost increase. As for safety damage, civil complaints related to prevention and countermeasures for safety accidents occur frequently, and additional construction affects cost increases. Through this study, it is possible to understand the serious complaints that are prone to conflict in public construction projects, their frequency, and the performance of the project.

• 한국지반공학회:학술대회논문집
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• 한국지반공학회 2009년도 춘계 학술발표회
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• pp.30-37
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• 2009

In doing the foundation work in the downtown, the popular complaints by means of Noise and vibration have been became heavy burden. Therefore, the noise & vibration-free screw PHC pile method will contribute to the foundation work by removal of the popular complaints and improvement of the constructability. In this paper, the load bearing capacity and displacement characteristics of the noise & vibration-free screw PHC pile were analyzed. The noise & vibration-free screw PHC pile's behavior was better well than the existing PHC pile's one.

• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 한국ITS학회 논문지
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• 제20권4호
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• pp.57-70
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• 2021

본 연구는 민원데이터를 분석함으로써 교통경찰에 대한 국민의 치안 수요를 탐색하고자 하였다. 이를 위해 교통경찰 관련 국민신문고 민원데이터 2,062건을 대상으로, 토픽모델링 방법 중 하나인 잠재 디리클레 할당(Latent Dirichlet Allocation)을 통해 주요 토픽을 추출하고 높은 비중을 차지한 위반신고에 대해 추가분석을 시도하였다. 이 과정에서 키워드와 대표문서의 일관성과 합치성을 함께 고려하였다. 분석 결과 교통경찰 관련 민원은 시설개선, 신호에 따른 교차로통행방법, 번호판 영치, 개인형 이동장치 등 41개의 토픽으로 분류할 수 있었다. 교차로내 위반과 이륜자동차의 위반에 대한 단속을 강화하고 무인교통단속장비, 횡단보도, 신호등의 설치 및 운영에 대한 선제적인 조치, 최근 개정된 법령과 시행된 정책, 경찰교통민원 사이트, 단속 사후 절차에 대한 더욱 활발한 홍보가 필요한 것으로 판단된다.

• 한국빅데이터학회지
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• 제2권2호
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• pp.95-104
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• 2017

2014년 서울시는 시민의 목소리에 신속한 응대를 목표로 '서울특별시 응답소' 서비스를 시작하였다. 접수된 민원은 내용을 바탕으로 카테고리 확인 및 담당부서로 분류 되는데, 이 부분을 자동화시킬 수 있다면 시간 및 인력 비용이 감소될 것이다. 본 연구는 2010년 6월 1일부터 2017년 5월 31일까지 7년치 민원 사례 17,700건의 데이터를 수집하여, 최근 화두가 되고 있는 XGBoost 모델을 기존 RandomForest 모델과 비교하여 한국어 텍스트 분류의 적합성을 확인하였다. 그 결과 RandomForest에 대비 XGBoost의 정확도가 전반적으로 높게 나타났다. 동일한 표본을 활용하여 업 샘플링과 다운 샘플링 시행 후에는 RandomForest의 정확도가 불안정하게 나타난 반면, XGBoost는 전반적으로 안정적인 정확도를 보였다.

• 웰빙융합연구
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• 제6권2호
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• pp.9-13
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• 2023

Purpose: In this study, we would like to make a technical proposal to solve the odor problem in pig houses. Through this, we would like to suggest an effective way to reduce the odor generated in the pig house as a solution to civil complaints. Research design, data and methodology: Conduct direct visits to pig farms where many civil complaints about bad odor occur, and identify the problems of each farm. Identify elements related to odor control, such as structure, facility, equipment, odor management method, and ventilation type. Through this, the technology to be applied to reduce odor and the solution to the odor problem are presented. Results: The results of major improvements are as follows: 1. Improvement of the structure of the barn or composting shed to an airtight type 2. Improvement of the pig manure treatment structure using the slope inside the barn 3. Establishment of ventilation and cooling systems 4. Automation of the mist spray system. Conclusions: As a result, as practical measures, sealing of facilities using winch curtains, construction of air conditioning systems using negative pressure ventilation, and management systems using AIoT systems were presented. It is judged that this study can be helpful in determining the grievances caused by civil complaints of tenant livestock farms and the direction of facility improvement in the future.

• 상하수도학회지
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• 제37권5호
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• pp.261-269
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• 2023

In light of recent social concerns related to issues such as water supply pipe deterioration leading to problems like leaks and degraded water quality, the significance of maintenance efforts to enhance water source quality and ensure a stable water supply has grown substantially. In this study, scan statistic was applied to analyze water quality complaints and water leakage accidents from 2015 to 2021 to present a reasonable method to identify areas requiring improvement in water management. SaTScan, a spatio-temporal statistical analysis program, and ArcGIS were used for spatial information analysis, and clusters with high relative risk (RR) were determined using the maximum log-likelihood ratio, relative risk, and Monte Carlo hypothesis test for I city, the target area. Specifically, in the case of water quality complaints, the analysis results were compared by distinguishing cases occurring before and after the onset of "red water." The period between 2015 and 2019 revealed that preceding the occurrence of red water, the leak cluster at location L2 posed a significantly higher risk (RR: 2.45) than other regions. As for water quality complaints, cluster C2 exhibited a notably elevated RR (RR: 2.21) and appeared concentrated in areas D and S, respectively. On the other hand, post-red water incidents of water quality complaints were predominantly concentrated in area S. The analysis found that the locations of complaint clusters were similar to those of red water incidents. Of these, cluster C7 exhibited a substantial RR of 4.58, signifying more than a twofold increase compared to pre-incident levels. A kernel density map analysis was performed using GIS to identify priority areas for waterworks management based on the central location of clusters and complaint cluster RR data.

• 지역연구
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• 제38권3호
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• pp.3-17
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• 2022

자동차 중심의 생활방식은 도시 공간에서 이점을 제공해 주었지만 교통체증, 대기오염, 교통사고 등 여러 가지 문제를 야기하고 있는 실정이다. 그중 불법 주정차는 도시 공간에서 부정적인 영향을 미치는 대표적인 도시문제 중 하나이다. 본 연구의 목적은 2019년 접수된 서울시 스마트 불편신고 민원 자료 중 불법 주정차 관련 자료를 활용하여 불법 주정차에 영향을 미치는 도시 환경 요인을 분석하고 정책적 시사점을 제공하는 것이다. 불법 주정차 민원의 경우 민원이 발생하는 시간대에 따라 영향요인이 다를 것으로 가정하고, 민원이 발생한 시간대를 전체 시간대, 낮 시간대, 밤 시간대로 구분하여 분석을 진행하였다. 본 연구의 분석 결과로는 토지이용과 POI 시설 수와 지하철 역세권, 도로폭 등의 변수가 불법 주정차와 밀접한 관련이 있는 것으로 나타났다. 반면 주차장 시설은 시설의 유형에 상관없이 불법 주정차 민원과 유의미한 결과가 나타나지 않았다. 본 연구는 스마트 불편신고 민원 빅데이터의 활용을 통해 도시민이 실제 체감하는 도시문제인 불법 주정차 문제를 분석하고 정책적 시사점을 제시하는 데 의의가 있다.

• 한국산업정보학회논문지
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• 제29권1호
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• pp.135-144
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• 2024

시민의 의견인 민원은 다양한 사람들이 여러 주제에 대하여 반복·지속적으로 실시간 쏟아내기 때문에 담당자가 이를 읽고 분석하는데 한계가 있다. 이에 본 연구에서는 빅데이터 분석을 통해 주요 현안에 대한 여론 및 요구 사항을 파악하기 위하여 정성적인 분석에 패싯을 기반으로 한 정량적인 다차원 분석을 위한 자동 분류 모델을 제안하였다. 구체적으로 첫째, 패싯 이론과 정치분석모형을 기반으로 민원 특성을 분석하고 이를 정책 단계에 활용할 수 있는 새로운 분류 프레임워크를 제시하였다. 둘째, 민원 분석 및 처리에 따른 행정 업무를 감소시키고, 시민들의 정책참여를 용이하게 하기 위해 딥러닝을 활용하여 패싯 분석 프레임에 의해 자동으로 속성을 추출하고 분류 하였다. 본 연구결과는 학문적으로 민원 빅데이터의 특성을 이해하고 분석하는데 중요한 단초를 제공하여 향후 많은 후속 연구를 창출할 수 있을 것으로 기대되며, 공공분야를 넘어 교육, 산업, 의료 등 다른 분야에서의 비정형 데이터의 계량화를 위한 가이드 라인과 다차원 분석의 활용에 대한 이론적 근거를 제시할 수 있다. 실무적으로 대용량 전자 민원에 대한 처리체계 개선 및 딥러닝을 통한 자동화로 민원처리 업무의 효율성과 신속성을 높일 수 있으며, 다른 분야의 텍스트 데이터의 처리에 활용될 수 있을 것이다.