논문

This study is a critical review of client oriented innovations of citizen requests processing system by Korean local governments. The characteristics of their innovations are: 1) the innovations have been initiated by elected mayors or governors with reelection motive and most innovations are about increasing kindness and convenience. All the more, they are confused their roles in local governments, 2) they have simply adopted the firms' innovations without scientific analysis of policy alternatives, 3) They also adopt residents' satisfaction as evaluation critieria to their administration. 4) In order to change attitude of career bureaucrats of public agencies, elected mayors and governors depend so much on business administration. 5) They begin to introduce the humanistic and democratic approaches to improve the organizational efficiency and residents' participation to solve the problems of NYMBY. 6) The attitudes of public oficiers are changing authoritarian into service oriented ones, but administrative responsibility is not enough because administrative mistakes are not attributed to the administrative agencies. Consequently, citizens are more satisfied with their citizen requests processing system than before. However, the effiency, equality, and equity of public bureaucracy of Korean local governments might be decreased. The client oriented innovations which were introduced without considering their relevancy have been abused or misused. The concept of client in public administration must be different from business administration. The client of firm is the consumer, but the client of government is not just the citizen who requests something to the government. The fairness and openness of citizen requests processing administration comes from the different concept of client between public and private administration.