기반시설 민원 자료 분석을 통한 목표 서비스 수준 결정 = Determinants of Process Setting Target Level of Service through the Analysis of Complaints Data caused by Infra Facilities

다국어 초록 (Multilingual Abstract)

One of the most important requirements in the asset management system of infrastructure facilities is to manage the level of service.
After the facilities were built, many parts of the replacement or repair items will be occurred by the requests of the users on the way of operation and management. Many advanced asset management agencies are setting and developing the target service level for managing the quality of service provided by themselves, and also establish annual repair and replacement plan and a long-term plan, based on their target aim. In this study, the complaints related with the sewage of S-area were analyzed, in which is progressed the domestic asset management development for the facilities and pipes related to wastewater. Based on these complaints data, the S-area's service performance of odor, damage and back flow, etc. were analyzed and compared with service level management strategies of advanced asset management agency. Through the steps, response times of complaints having the unclear standards or guidelines developed into the more clearly establishment making the target level of service. The establishment of target LOS will constitute a standard that allows to manage the future service level of S-area.

국문 초록 (Abstract)

기반시설 자산관리체계 구축에서 가장 중요한 요건중의 하나는 서비스 수준을 관리하는 것이다. 관련 시설이 건설되고 나면 운영단계에서 발생하는 개·대체 항목의 많은 부분들이 민원이나 사용자의 요구에 의해 이루어지게 된다. 이러한 서비스 수준을 관리하기 위해서 선진 자산관리 수행기관들에서는 목표 서비스 수준을 개발하고 이를 실천하면서 개·대체 연차별, 장기적인 계획을 수립하고 있다.
본 연구에서는 이러한 점을 반영하여 국내 자산관리 수행이 진행되고 있는 S지역의 하수 민원대장을 분석하였으며 이를 토대로 악취, 파손, 역류 등에 대한 S지역의 서비스 수행 내용을 분석하고 선진 자산관리 수행기관과의 비교 분석을 통해 하수시설 민원 처리시간및 목표 서비스 수준을 개발하는 단계를 수행하였다. 이를 통해 S지역의 향후 서비스 목표 수준을 관리할 수 있는 기준을 제시해 주었다.

참고문헌 (Reference)

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