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2023 Vol.41, Issue 5

Article

Factors Influencing Road Complaint Processing Time Using Survival Analysis

생존분석을 활용한 도로 민원처리시간 영향 요인 분석

Woo Hoon JEON1
,
Yusung MIN2
,
Jinguk KIM3
,
Gunwoo LEE4*
전 우훈1
,
민 유성2
,
김 진국3
,
이 건우4*
1Research Fellow, Korea Institute of Civil Engineering and Building Technology, Gyeonggi 10223, Korea
2Undergraduate Student, Transportation and Logistics Engineering, Hanyang University ERICA, Gyeonggi 15588, Korea
3Research Specialist, Korea Institute of Civil Engineering and Building Technology, Gyeonggi 10223, Korea
4Associate Professor, Transportation and Logistics Engineering, Hanyang University ERICA, Gyeonggi 15588, Korea
1한국건설기술연구원 도로교통연구본부 연구위원
2한양대학교 교통·물류공학과 학부과정
3한국건설기술연구원 도로교통연구본부 전임연구원
4한양대학교 교통·물류공학과 부교수
*Corresponding Author
31 October 2023. pp. 509-524
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Abstract

In order to conveniently receive civil complaints from citizens, the government has developed a mobile application called Road Problem Reporting Service that enables reporting of road hazards and inconveniences, and has been in operation since 2014. Road Problem Reporting Service processes reports within 24 hours and notifies the result, but most civil complaints are not processed within a day. Road dangerous objects need to be promptly processed to improve citizen satisfaction and prevent road incidents. It is important to identify factors that affect processing time to shorten civil petition processing time. However, there are few studies associated with the civil petition processing time. This study aims to analyze the factors affecting the processing time of civil complaints of the Road Problem Reporting Service solution service. A survival analysis was performed using civil complaint report history data received through the Road Problem Reporting Service solution service from January 2019 to June 22. As a result, it was found that the type of report and the region of report had an effect on the processing time of civil complaints. Among the reporting types, civil complaints received in the road-kill and rock-falling types showed a shorter processing time than other types. Among the reported regions, Seoul and Busan had the shortest processing time, while Sejong and Jeollanam-do had the longest processing time. The results derived from this study are expected to be useful for improving civil complaint processing time.

Keywords
complaint processing time
cox proportional hazard model
kaplan-meier method
road dangerous object
road problem reporting service solution service

정부에서는 시민들의 편리한 민원 접수를 위해 도로의 위험요소 및 불편사항의 상시 신고가 가능한 척척해결서비스를 개발하여 2014년부터 시행중이다. 척척해결서비스는 24시간 내 신고사항을 처리하고 그 결과를 고지하는 것을 원칙으로 하고 있으나, 민원의 배정 및 이관 절차로 인해 모든 민원이 24시간 내에 처리되지 않고 있는 것으로 나타났다. 도로의 위험요소는 시민들의 만족도 향상과 안전사고 예방을 위해 신속한 처리가 필요하다. 민원 처리시간을 단축하기 위해 처리시간 영향 요인을 파악하는 것이 중요하나, 관련 연구는 부족한 실정이다. 본 연구의 목적은 척척해결서비스 민원의 처리시간에 영향의 미치는 요인을 분석하는 것이다. ‘19년 1월부터 ‘22년 6월까지 척척해결서비스를 통해 접수된 민원신고 이력 데이터를 활용하여 생존분석을 수행하였다. 분석 결과 신고 유형과 신고 지역이 민원 처리시간에 영향을 미치는 것으로 나타났다. 신고 유형 중 로드킬 및 낙석 유형으로 접수된 민원은 다른 유형에 비해 민원 처리시간이 짧은 것으로 나타났다. 신고 지역 중 서울시와 부산시는 민원 처리시간이 짧은 것으로 나타났으며 세종시와 전라남도는 민원 처리시간이 긴 것으로 나타났다. 본 연구를 통해 도출된 결과는 향후 민원 처리시간 개선을 위한 참고자료로 활용될 수 있을 것으로 판단된다.

키워드
민원 처리시간
콕스 비례 위험 모형
카플란-마이어 방법
도로 위험 요소
척척해결서비스
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Information
  • Publisher :Korean Society of Transportation
  • Publisher(Ko) :대한교통학회
  • Journal Title :Journal of Korean Society of Transportation
  • Journal Title(Ko) :대한교통학회지
  • Volume : 41
  • No :5
  • Pages :509-524
  • Received Date : 2023-05-18
  • Revised Date : 2023-05-31
  • Accepted Date : 2023-06-14
  • DOI :https://doi.org/10.7470/jkst.2023.41.5.509
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