June 21rd 2010 Istanbul, Turkey

Regulatory Reform SatisfactionSurvey: Method and Result

Kwon, Young SangPrime Minister’s Office, Republic of Korea

The introduction of Perception Survey since 2005

The needs for improvement of perception survey before 2008

The Revision of Regulatory Reform Satisfaction Survey in 2008

1. INTRODUCTION

The history of Regulatory Reform Satisfaction Survey in Korea

The ultimate goal of perception survey : enhancing of regulatory quality Mainly used as the part of Evaluation system of Regulatory Reform

The limits of survey model : less specified factors affected on CSI

In the use of findings, the creating of over-competing among agencies by ratingThe demand of meaningful information guiding direction of regulation reform etc

The strengthening the validity and reliability of survey findings

(1) Purpose of Survey

Measure the satisfaction level of the general public, experts and internal customers

Reflect on evaluating government agencies and implementation of regulatory reform

Enhance regulatory quality

(2) Evaluation system of Regulatory Reform in Korea

• Exceptions(8) : department without regulation (PMO etc), department without regulation tasks (Anti corruption & civil rights commission etc)

2. The overview of survey model(1) Evaluation Subjects

(2) Survey Design

(3) Survey Element in 2008

(4) Satisfaction Measurement Model

• Quantitative Performance• Qualitative Performance• Performance Perceived Satisfaction

New Customer Satisfaction Index

(NCSI)

W1

W2

W3

Satisfaction of regulatory reform elements

Perceived Satisfaction

0.7

0.3

• Rationality• Effectiveness• Contents Perceived Satisfaction

• Initiative• Reflection of diverse interestsand opinions

• Rapidity of execution process • Level of interagency cooperation• Process Perceived Satisfaction

1. Contents

2. Process

3. Performance

(5) Calculation of Satisfaction Level

New Customer Satisfaction Index (NCSI): Satisfaction level indexwhich adds weighted ‘satisfaction level by element’ and ‘overallsatisfaction’ at a ratio of 7:3

NCSI = 0.7 ×(∑Yi*Wi) + 0.3×S

Satisfaction Level by Element (∑Yi*Wi): Calculated by taking the weighted average ofthe satisfaction level of evaluation elementOverall Satisfaction (S): Overall level of satisfaction felt by respondents

7-Point scale for each survey elementComposition of question Scale

Point : (7 Points) (6 Points) (5 Points) (4 Points) (3 Points) (2 Point) (1 Point)Evaluation : Very Satisfied Satisfied Somewhat Satisfied Moderate Somewhat Unsatisfied Unsatisfied Very Unsatisfied

3. Survey Results in 2008(1) Overall Level of Satisfaction

2005 2006 2007 2008

30

40

50

60

70

20

10

Internal Customer Public Expert Overall

56.261

58.9 58.2

67.762.7

54.8

6358.8 60.759.5

66.361.9

(2) Satisfaction Level by Element

The overall level of satisfaction of enforcing agencies was 64.8 point, while that of policy departments was 60.1.

(3) Satisfaction Level by Ministry

Ministry of Land, Transport, and Maritime Affairs was the highest with 67.8 points.

Among the enforcing agencies, Customs Service was 77.0 point, followed by MilitaryManpower Administration with the point of 71.2.

The tracking comparison between 2007 & 2008

Basically, the 2008 survey uses different set of questionnaires, respondent pool, and calculation methods from 2007. Therefore, a time series analysis between the 2008 and the last 4 years results would be inappropriate.

However, “Overall level of satisfaction felt by respondents” was improved a little(2.5points)in comparison with 2007’satisfaction.

The lesson of findings

4. SUMMARY

Establishing a systematic framework of satisfaction assessment

The reorientation of perception survey design toward measuring the entire stages of regulatory reform will be helpful for establishing systematic measurements.

Notifying survey results to the rated agencies may be one of effective ways for allowing themto make use of survey results in their regulatory reform planning

The demonstration that customers weigh more heavily on their own involvement in thereform process than the contents of reform

Suggestions

Need to pay keen attention to explore key factors influencing users’ perception of regulatory reform process

The Implication that providing various communication channels to reflect diverse interests and opinions of stakeholders is necessary to boost the overall satisfaction level.

June 21rd 2010 Istanbul, Turkey

Thank for your attention !For More Information ; Kwon, Young Sang

Tel : +82-2-2100-2282E-mail : kysang@pmo.go.kr

Prime Minister’s Office, Republic of Korea