Customer-Oriented Immigration...

Customer-Oriented Immigration Service

CONTENTS

PREVIOUS IMMIGRATION SERVICE

INNOVATION STRATEGY

IMPLEMENTATION OF INNOVATION

NEW IMMIGRATION SERVICE&SUCCESS FACTO

BRAND OF IMMIGRATION SERVICE

VISION OF KISS

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

0

INCHEON 1,759 1,950 1,842 2,241 2,435 2,638

NATIONWIDE 2,264 2,514 2,397 2,960 3,263 3,572

2001 2002 2003 2004 2005 2006

UNIT: 10,000

70,000 ENTRY/EXIT PER YEAR, 10 % INCREASE IN FLIGHT PER YEAR•

1,7591,950

1,842

2,2412,435

2,638

2,264

2,5142,397

2,960

3,263

3,572

�. PREVIOUS IMMIGRATION SERVICE

ENTRY AND EXIT PER YEAR

PORT

PASSENGER IMMIGRATIONOFFICER

CUSTOMER COMPLAINTS

LONG WAIT TIMECOMPLICATED PROCEDURE

POOR SERVICE MINDSET

IN THE GLOBALIZED WORLD, IMMIGRATION SERVICE DETERMINES

THE NATIONAL COMPETITIVENESS

INCONVENIENCE

WEAK IN COMPETITIVENESS

NEED FOR CHANGE IN ORDER TO CREATE THE QUALITY SERVICE

LOW CUSTOMER SATISFACTION DUE TO THE IMMIGRATION INSPECTION OF THE PAST PRACTICES

�. PREVIOUS IMMIGRATION SERVICE

BREAKING DOWN THE FIXED IDEA

WORK, OFFICER-ORIENTED

REGULATION-CENTERED

PARTIAL IMPROVEMENT

CUSTOMER-ORIENTED

SERVICE-CENTERED

SYSTEMATIC INNOVATION

Ⅱ. INNOVATION STRATEGY

DIFFERENTIATED AND CUSTOMER-ORIENTED INNOVATION

SELECT, FOCUS AND SPREAD

SELECTION OF LEADING INNOVATION AGENCY AND SPREAD THE EXPERIENCE AND RESULTS

CUSTOMER-ORIENTED SERVICE

SELECTION OF CHALLENGES TO MEET THE NEEDS OF CUSTOMERS

INNOVATION LEARNING

ACTION LEARNING AND ON-THE-SPOT COACHING

Ⅱ. INNOVATION STRATEGY

UNMANNED REMOTE INSPECTION SYSTEM OF FREIGHT TERMINAL

UNMANNED INSPECTION OF FLIGHT ATTENDANT OF CARGO PLANE

AUTOMATIC FLIGHT ATTENDANTINSPECTION SYSTEM

AUTOMATION OF FLIGHT ATTENDANT IMMIGRATION INSPECTION

MRPS

AUTOMATICALLY READ PASSPORTINFO AND CREATE THE IMMIGRATIONRECORD

APIS

USAGE OF APIS RESULTS FOR IMMIGRATION INSPECTION

Ⅲ. IMPLEMENTATION OF INNOVATION

ADVANCED TECHNOLOGY FOR IMMIGRATION

AUTOMATIC RECOGNITION OF PASSPORT

SEARCH OF THOSE ON THE BLACKLIST AND AUTOMATIC CREATION OF IMMIGRATION RECORD

ABILITY TO DETECT FORGED PASSPORT

ELIMINATE THE NEED FOR ENTRY/DEPARTURE CARD

SCAN AND STORE OF PASSPORT PHOTO



WITHIN 20 MIN. OF DEPARTURE, 2HOURS PRIOR TO ENTRY,

ELECTRONIC RECORD IS SENT TO MOJ

REGISTRATION NO. AND NAME

NATIONALITY

DEPARTURE PLACE AND TIME

PASSAGE PLACE AND TIME

PORT OF ENTRY AND TIME

NO. OF FLIGHT ATTENDANTS, PASSENGERS, TRANSIT PASSENGERS

FLIGHT INFO.

NATIONALITY

NAME ON THE PASSPORT

DATE OF BIRTH

SEX

TYPE AND NO. OF TRAVEL DOCUMENT

TRANSIT PASSENGER

PASSENGER INFO.



ENTRY INSPECTION

CLOSE INSPECTION

PASSENGER INFO.

FLIGHT INFO.AIRLINES

INFO ON THOSE ON THE BLACKLIST

ICRM

THOSE ON THE BLACKLISTTERRORISTS

ILLEGAL IMMIGRANTS

BASIC ANALYSIS

DETECT ILLEGALBEHAVIOR THRU SHADOWING AND SURVEILLANCE

PRIOR EXAMINATION

APIS ANALYSIS

ENTRY

NO ILLEGAL BEHAVIOR

NOTIFICATIONREPORT

ENTRY DENIED

PRIORNOTIFICATION

SPECIAL ANALYSIS

PEOPLE ON THE WATCHLISTSUSPECT OF PASSPORT

FORGINGOTHER INVESTIGATION



EFFECTS OF MRP/APIS

TACKLING THOSE WHO HURT NATIONAL INTEREST AFTER-THE-FACT

LONGER WAIT TIME DUE TO INCREASED PASSENGERS

ENTRY-DEPARTURE CARD

PAPER REPORT OF IMMIGRATION

POOR MANAGEMENT OF TRANSIT PASSENGERS

PREEMPTIVE MEASURES TO PREVENT THOSE WHO HURT NATIONAL INTEREST

NO ENTRY/DEPARTURE CARD

ELECTRONIC REPORT OF IMMIGRATION

SYSTEMATIC MANAGEMENT OF PASSENGERS

SHORTENED WAIT TIME FOR INNOCENT PASSENGERS



STREAMLINED PROCESS AND ENHANCED SERVICE NO NEED FOR E/D CARD

IMMIGRATION REPORT CARD OF NATIONALS AND REGISTEREDFOREINGERS

ELECTRONIC REPORT

FLIGHT INFO. AND PASSENGER LIST

TAILOR-MADE SERVICE EDUCATION

EXPERTS FOR IMMIGRATION OFFICERS’ EDUCATION


�. BRAND OF IMMIGRATION SERVICE

DIRECTOR

ENTRYINSPECTION DIRECTOR

DEPARTURE INSPECTION

DIRECTOR

GENERALAFFAIRS SECTION

INVESTIGATION

IDENTIFICATIONENTRY SECTION 1

ENTRY SECTION 2

ENTRY SECTION 3

ENTRY SECTION 4

ENTRY SECTION 5

ENTRY SECTION 6

ENTRY SECTION 7

DEPARTURE SECTION 1

DEPARTURE SECTION 2

DEPARTURE SECTION 3

DEPARTURE SECTION 4

DEPARTURE SECTION 5

DEPARTURE SECTION 6

DEPARTURE SECTION 7

COMPUTATION SECTION

7 ENTRY SECTIONS7 DEPARTURE SECTIONS

NEWLY ORGANIZED IMMIGRATION INSPECTION ORGANIZATION

BEFORE

ORGANIZATION AND PERSONNEL MANAGEMENT


DIRECTOR

INSPECTION DIRECTOR 1

GENERALAFFAIRS SECTION

INSPECTION SECTION 1












COMPUTATION SECTION

INVESTIGATION

IDENTIFICATION

ENTRY SUPPORT

DEPARTURE SUPPORT

INSPECTION DIRECTOR 2

1- 12 SECTIONS24 TEAMS


NEWLY ORGANIZED IMMIGRATION INSPECTION ORGANIZATION

INSPECTION TEAM 1INSPECTION TEAM 2INSPECTION TEAM 3INSPECTION TEAM 4

INSPECTION TEAM 5INSPECTION TEAM 6INSPECTION TEAM 7

INSPECTION TEAM 8INSPECTION TEAM 9

INSPECTION TEAM 10INSPECTION TEAM 11INSPECTION TEAM 12INSPECTION TEAM 13

INSPECTION TEAM 14INSPECTION TEAM 15INSPECTION TEAM 16INSPECTION TEAM 17INSPECTION TEAM 18INSPECTION TEAM 19INSPECTION TEAM 20INSPECTION TEAM 21

INSPECTION TEAM 22INSPECTION TEAM 23INSPECTION TEAM 24

AFTER

DIVERSIFICATION OF WORK SHIFT

BEFORE INNOVATION（IN A 6-DAY CYCLE）

DAY &NITE

DAY &NITE

DAY

DAY DAY REST REST REST

08:30~08:3008:00~20:30



AFTER INNOVATION (IN A 24-DAY CYCLE)

DAY &NITE

DAY &NITE

DAY &NITE

DAY &NITE

DAY

DAY

DAY REST

REST

REST

REST

RESTREST

REST

REST REST

REST

RESTREST

NITE

NITE

NITE

NITE

EARLY

EARLY

EARLY

EARLY EARLY

08:00~21:00

07:00~20:00 17:00~09:00

08:30~08:30

CURRENT CYCLE OF 24-DAY

PASSENGER IMMIGRATIONOFFICERS


BUSY HOUR OF ENTRY

FIXED→FLEXIBLE WORK SHIFT MORE IMMIGRATION OFFICERS TO CROWDED AREAS


ENTRY DEPARTUREPRECIOUS CYCLE

OF 6-DAY PASSENGER

IMMIGRATIONOFFICERS



CURRENT CYCLE OF 24-DAY

FIXED→FLEXIBLE WORK SHIFT

BUSY HOUR OF ENTRY

PRECIOUS CYCLE OF 6-DAY

ENTRY DEPARTURE

PASSENGER IMMIGRATION

OFFICERS IMMIGRATION

OFFICERS PASSENGER

PASSENGER

IMMIGRATIONOFFICERS

IMMIGRATIONOFFICERS

PASSENGER

MORE IMMIGRATION OFFICERS TO CROWDED AREAS



Ⅳ. NEW IMMIGRATION INSPECTION AND SUCCESS FACTOR

1. SHORTER WAIT TIME

MORE THAN 40 % DECREASE IN WAIT TIME

ENTRY INSPECTION DEPARTURE INSPECTIONENTRY FOREIGNER NATIONAL DEPARTURE FOREIGNER NATIONAL

1 3 5 7 9 11 13 15 17 19 21 23

10

20

30

40

50

60

70

80

90

Before After Number of passenger


2. FLEXIBLE MANAGEMENT OF IMMIGRATION OFFICERS

10

20

30

40

50

60

70

80

90

1 3 5 7 9 11 13 15 17 19 21 23

Before After Number of passenger


2. FLEXIBLE MANAGEMENT OF IMMIGRATION OFFICERS

3. CUSTOMER SATISFACTION

WORLD’S BEST SERVICE (2005-2006)

CUSTOMER SATISFACTION RESULTS BY ACI

COMPETITIVENESS

BEST IMMIGRATION SERVICE IN SPEED, CONVENIENCE, KINDNESS


KOREA

1ST1ST

HONGKONG

2ND2ND

SINGAPORE

3RD3RD

JAPAN

9TH 5TH

REPORT DOCUMENT COST

WAIT TIME

IMMIGRATION OFFICERS

4. COST REDUCTION AND INCREASE IN STAFF

SHORTER WAIT TIME REDUCTION OF 3.3 MILLION HOURS PER YEAR

NO NEED FOR E/D CARD REDUCTION OF 1.78 BILLION WON PER YEAR

CHANGE IN ORGANIZATION AND PERSONNEL MANAGEMENT EFFECT OF INCREASING 30 % (45 PERSONS)

OF OFFICERS


5. SUCCESS FACTOR

INNOVATIVE IDEAS FROM LEARNING AND DISCUSSION

PASSION AND EFFORTS OF CHANGE MANAGEMENT OFFICERS

STRONG WILL OF LEADERS TOWARD INNOVATION

DEVOTION OF IMMIGRATION OFFICERS


BACK GROUND MEANING OF KISS


PROMOTE THE WORLD’S BEST IMMIGRATIONSERVICE AROUND THE WORLD

ACRONYM OF Korea Immigration Smart Service

KOREA’S WONDERFUL IMMIGRATION SERVICE

WORLD’S TOP BRAND

2006 GOVERNMENT INNOVATION BRAND 2007 UNPSA

1。CREATION OF KISS, IMMIGRATION SERVICE BRAND

CREATION OF THE WORLD'S BEST SERVICE


NAME OF KISS

KOREA’S WONDERFUL IMMIGRATION SERVICE


CORE VALUE OF KISS

TREAT CUSTOMERS LIKE A FAMILY


SLOGAN OF KISS


2. UN PUBLIC SERVICE AWARD

RECOGNITION OF THE INNOVATION OF IMMIGRATION SERVICE

CUSTOMER ORIENTED SCIENTIFIC AND CREATIVE INNOVATION

INTERNATIONAL RECOGNITION OF EXCELLENCY OF PUBLIC ADMINISTRATIVE SERVICE

WORLD’S TOP CUSTOMER SATISFACTION IN 2005, 2006

ENHANCEMENT OF AIRPORT SERVICE AROUND THE WORLD

SHARING OF INNOVATIVE EXPERIENCE AND KNOW-HOW


CONTINUOUS INNOVATION

INTRODUCE INNOVATIVE EXPERIENCE AND KNOW-HOW TO ALL THE IMMIGRATIONADMINISTRATION AREAS

DELIVERCUSTOMER SATISFACTIONTHROUGH ENHANCED SERVICE

INNOVATION WITH CUSTOMERS

INTRODUCE THE INNOVATION TO ADMINISTRATIVE AND PUBLICAGENCIES

SHARPEN COMPETITIVENESSTHROUGH ADVANCED IMMIGRATION SERVICE

INNOVATION WITH THE WORLD

SHARE INNOVATIVE EXPERIENCE AND SYSTEM AND COMMERCIALIZATION

LEAD IMMIGRATION INSPECTIONBY INTRODUCING THE INTERNATIONAL STANDARD MODEL

�. VISION OF KISS

IMMIGRATION

SERVICE BRAND

WORLD'S TOP BRAND

Thank You !

Customer-Oriented Immigration...

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