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2、 3 .1 4 .3 4.1 .3 4.2 .3 4.3 3 4.4 .3 4.5 .3 5 .4 5.1 .4 6 .4 6.1 4 6.2 4 6.3 4 6.4 .5 7 5 7.1 .5 7.2 5 7.3 .5 7.4 5 7.5 .5 8 5 8.1 .6 8.2 6 8.3 6 9 6 9.1 6 9.2 6 10 .6 10.1 .6 10.2 7 11 3 .7 KS S 3009 1:2008 ii , , . (KS S 3009 2) . KS S 3009 1:2008 Civil application services Process 1 , . 2 . . (
3、) . KS S 3009 2, 3 . 3.1 (central government) . 3.2 (local autonomous entity) 3.3 (public institution) 3.4 (executive agency) , . 3.5 (civil application) KS S 3009 1:2008 2 3.6 (people who apply for a petition) 3.7 (Civil Service Consultation Center) , 3.8 (customer) 3.9 (civil application service)
4、. . 3.10 (moment of truth) , 3.11 (call center) ( , , SMS, , , ) , CS 3.12 (automatic certificate printer) 3.13 (complaint) , 3.14 (claim) 3.15 (monitoring) , , , 3.16 (happy call) KS S 3009 1:2008 3 3.17 (service recovery) , 4 4.1 , , , . 4.2 , , . a) b) c) d) e) 4.3 , . a) b) c) d) 4.4 , , . a) b)
5、 c) d) 4.5 , . , KS S 3009 1:2008 4 , . 5 5.1 5.1.1 . . 5.1.2 , . 5.1.3 . , , . 5.1.4 . , , . 6 6.1 , , . , . 6.2 . , , , , . 6.3 , , . KS S 3009 1:2008 5 6.4 , . 7 7.1 7.1.1 , . 7.1.2 , . 7.2 . , . 7.3 , , , . . 7.4 , . 7.5 7.5.1 , , , . , , . 7.5.2 . 8 KS S 3009 1:2008 6 8.1 . 8.2 , , , . 8.3 8.3.
6、1 , , , . , , , , . a) b) c) 8.3.2 , . 8.3.3 , . 9 9.1 . . 9.2 . , , . 10 10.1 KS S 3009 1:2008 7 . . 10.2 10.2.1 . 10.2.2 , . 10.2.3 , . 11 3 , 3 . , , . 135513 7017 (02)60094114 (02)600948878 http:/ KS S 3009 1:2008 KSKSKS SKSKS KSKS SKS KS SKS KSKS SKSKS KSKSKS Civil application servicesProcess ICS 03.080.30 Korean Agency for Technology and Standards http:/www.kats.go.kr
