제 출 문 - Seoulopengov.seoul.go.kr/sites/default/files/wordpress/2012/10/50a21668c253e8.35155520.pdf제 출 문 서울특별시 시장 귀하 본 보고서를 「2007년도 서울특별시

제 출 문

서울특별시 시장 귀하

본 보고서를 「2007년도 서울특별시 출연기관

경영실적 평가보고서」의 최종보고서로 제출합니다.

2008년 8월

서울특별시 출연기관 경영평가단

2007년도

경영실적 평가보고서

- 목차 1 -

목 차

제1장 2007년도 경영실적평가 개요 ························································ 1

1. 평가의 의의 및 목적 ························································································· 3

2. 평가의 내용과 수행체계 ··················································································· 3

2.1 평가의 내용 ··········································································································· 3

2.2 평가의 수행체계 ··································································································· 4

3. 평가방법 ··············································································································· 5

3.1 계량지표 ················································································································· 5

3.2 비계량지표 ············································································································· 6

3.3 공통지표 평가기준 ······························································································· 7

3.4 사업지표 평가기준 ····························································································· 11

4. 평가단의 구성 ··································································································· 12

제2장 2007년도 경영실적평가 결과 및 총평 ······································ 13

1. 평가결과 ············································································································· 15

2. 총 평 ················································································································· 16

서울특별시

출연기관 경영평가단

- 목차 2 -

제3장 출연기관별 평가결과 ······································································ 21

Ⅰ. 서울시정개발연구원 ············································································ 23

1. 평가종합 ···································································································· 25

1.1 평점 ··································································································· 25

1.2 총평 ··································································································· 26

1.3 공통지표 총평 ················································································· 26

1.4 사업지표 총평 ················································································· 29

2. 공통부문 ··································································································· 30

2.1 책임경영 ······································································································· 30

2.2 효율적인 경영 ····························································································· 35

2.3 창의경영 ······································································································· 44

2.4 고객감동 ······································································································· 50

3. 사업부문 ··································································································· 53

3.1 연구사업 선정의 적정성 ········································································· 53

3.2 연구사업 관리체계의 효율성 ································································· 58

3.3 산학연 협동연구의 활성화 ······································································· 63

3.4 연구사업성과의 우수성 ············································································· 66

3.5 연구성과의 확산 및 활용도 ····································································· 70

Ⅱ. 서울산업통상진흥원 ············································································ 73

1. 평가종합 ···································································································· 75

1.1 평점 ··············································································································· 75

1.2 총평 ··············································································································· 77

1.3 공통지표 총평 ····························································································· 77

1.4 사업지표 총평 ····························································································· 79

2. 공통부문 ··································································································· 80

2.1 책임경영 ······································································································· 80

2.2 효율적인 경영 ····························································································· 85

2.3 창의경영 ······································································································· 94

2.4 고객감동 ····································································································· 100

3. 사업부문 ································································································· 103

3.1 사업선정 및 추진방식 ············································································· 103

2007년도


- 목차 3 -

3.2 중소기업 지원 ··························································································· 108

3.3 신성장동력산업 지원 ··············································································· 115

3.4 사업후속관리 및 환류체제 ····································································· 129

Ⅲ. 서울신용보증재단 ············································································· 133

1. 평가종합 ·································································································· 135

1.1 평점 ············································································································· 135

1.2 총평 ············································································································· 137

1.3 공통지표 총평 ··························································································· 137

1.4 사업지표 총평 ··························································································· 139

2. 공통부문 ·································································································· 141

2.1 책임경영 ····································································································· 141

2.2 효율적인 경영 ··························································································· 145

2.3 창의경영 ····································································································· 153

2.4 고객감동 ····································································································· 159

3. 사업부문 ································································································· 162

3.1 보증 ············································································································· 162

3.2 사고 및 구상권 관리 ··············································································· 169

3.3 자금지원 ····································································································· 171

3.4 소상공인지원센터 운영 ··········································································· 173

3.5 출연금 및 기타 제도개선 ······································································· 176

Ⅳ. 세종문화회관 ····················································································· 183

1. 평가종합 ·································································································· 185

1.1 평점 ············································································································· 185

1.2 총평 ············································································································· 187

1.3 공통지표 총평 ··························································································· 187

1.4 사업지표 총평 ··························································································· 189

2. 공통부문 ································································································· 190

2.1 책임경영 ····································································································· 190

2.2 효율적인 경영 ··························································································· 195

2.3 창의경영 ····································································································· 203

2.4 고객감동 ····································································································· 210

서울특별시


- 목차 4 -

3. 사업부문 ································································································· 212

3.1 공연예술 진흥 ··························································································· 212

3.2 예술단체 기량향상 부문 ········································································· 222

3.3 전시예술 진흥 ··························································································· 228

3.4 문화수요자 지원 및 관리 ······································································· 231

3.5 마케팅/홍보 ······························································································· 235

3.6 무대·시설 운영 ······················································································· 238

Ⅴ. 서울여성가족재단 ············································································· 243

1. 평가종합 ································································································· 245

1.1 평점 ············································································································· 245

1.2 총평 ············································································································· 247

1.3 공통지표 총평 ··························································································· 247

1.4 사업지표 총평 ··························································································· 249

2. 공통부문 ································································································· 250

2.1 책임경영 ····································································································· 250

2.2 효율적인 경영 ··························································································· 255

2.3 창의경영 ····································································································· 262

2.4 고객감동 ····································································································· 269

3. 사업부문 ································································································· 272

3.1 연구개발 ····································································································· 272

3.2 성평등의식 향상 및 여성영향력 강화 교육사업 ······························· 278

3.3 여성가족문화 예술기획 사업 ································································· 285

3.4 여성관련기관 교류 및 지원 사업 ························································· 290

3.5 시설운영의 효율성 ··················································································· 296

Ⅵ. 서울복지재단 ····················································································· 301

1. 평가종합 ································································································· 303

1.1 평점 ············································································································· 303

1.2 총평 ············································································································· 304

1.3 공통지표 총평 ··························································································· 304

1.4 사업지표 총평 ··························································································· 307

2007년도


- 목차 5 -

2. 공통부문 ································································································· 309

2.1 책임경영 ····································································································· 309

2.2 효율적인 경영 ··························································································· 314

2.3 창의경영 ····································································································· 322

2.4 고객감동 ····································································································· 329

3. 사업부문 ································································································· 332

3.1 사업구성의 적정성 ··················································································· 332

3.2 사회복지시설에 대한 종합적 지원 ······················································· 334

3.3 시설위탁 심사 및 시설운영 평가 ························································· 340

3.4 시민복지 연구·개발 ··············································································· 344

3.5 연계·협력 인프라 구축 ········································································· 351

Ⅶ. 서울문화재단 ····················································································· 357

1. 평가종합 ································································································· 359

1.1 평점 ············································································································· 359

1.2 총평 ············································································································· 361

1.3 공통지표 총평 ··························································································· 361

1.4 사업지표 총평 ··························································································· 363

2. 공통부문 ································································································· 364

2.1 책임경영 ····································································································· 364

2.2 효율적인 경영 ··························································································· 368

2.3 창의경영 ····································································································· 376

2.4 고객감동 ····································································································· 382

3. 사업부문 ································································································· 385

3.1 문화예술 활동 지원사업 ······································································· 385

3.2 문화예술 환경조성 ················································································· 395

3.3 문화예술 정보공유 ··················································································· 402

3.4 문화예술행사사업 ··················································································· 406

Ⅷ. 서울시립교향악단 ············································································· 413

1. 평가종합 ·································································································· 415

1.1 평점 ············································································································· 415

1.2 총평 ············································································································· 416

서울특별시


- 목차 6 -

1.3 공통지표 총평 ··························································································· 417

1.4 사업지표 총평 ··························································································· 419

2. 공통부문 ································································································· 420

2.1 책임경영 ····································································································· 420

2.2 효율적인 경영 ··························································································· 424

2.3 창의경영 ····································································································· 431

2.4 고객감동 ····································································································· 437

3. 사업부문 ································································································· 439

3.1 사업계획의 적정성 ··················································································· 439

3.2 공연 관객호응도 ······················································································· 441

3.3 시민 문화향수 기회 확대 ······································································· 442

3.4 공연활동의 우수성 ··············································································· 445

3.5 단원의 예술기량 향상 ············································································· 448

3.6 문화수요자 및 후원자 관리 ··································································· 451

3.7. 마케팅/홍보 ······························································································ 454

Ⅸ. 서울시 자원봉사센터 ······································································· 457

1. 평가종합 ································································································· 459

1.1 평점 ············································································································· 459

1.2 총평 ············································································································· 460

1.3 공통지표 총평 ··························································································· 461

1.4 사업지표 총평 ··························································································· 463

2. 공통부문 ································································································· 464

2.1 책임경영 ····································································································· 464

2.2 효율적인 경영 ··························································································· 467

2.3 창의경영 ····································································································· 474

2.4 고객감동 ····································································································· 479

3. 사업부문 ································································································· 481

3.1 사업구성의 적정성 ··················································································· 481

3.2 교육사업의 적정성 ··················································································· 486

3.3 연구 및 프로그램 개발 ··········································································· 491

3.4 네트워크 사업 ··························································································· 495

3.5 자원봉사 홍보 및 활성화 ······································································· 499

2007년도


- 목차 7 -

제4장 창의경영 평가 결과 ····································································· 505

Ⅰ. 서울의료원 ························································································· 507

1. 평가종합 ································································································· 509

1.1 평점 ············································································································· 509

1.2 총평 ············································································································· 509

2. 창의부문 ································································································· 510

2.1 창의경영 전략의 적정성 ······································································· 510

2.2 창의경영 시스템의 제도화 ····································································· 511

2.3 창의경영 학습조직화 ··············································································· 513

2.4 창의경영 사업성과 ··················································································· 513

2.5 창의경영 횡단전개 ··················································································· 514

2.6 디자인경영 ································································································· 515

Ⅱ. 서울메트로 ························································································· 517

1. 평가종합 ·································································································· 519

1.1 평점 ············································································································· 519

1.2 총평 ············································································································· 519

2. 창의부문 ································································································· 520

2.1 창의경영 전략의 적정성 ······································································· 520

2.2 창의경영 시스템의 제도화 ····································································· 521

2.3 창의경영 학습조직화 ··············································································· 524

2.4 창의경영 사업성과 ··················································································· 525

2.5 창의경영 횡단전개 ··················································································· 526

2.6 디자인경영 ································································································· 527

Ⅲ. 도시철도공사 ····················································································· 529

1. 평가종합 ·································································································· 531

1.1 평점 ············································································································· 531

1.2 총평 ············································································································· 531

2. 창의부문 ································································································· 532

2.1 창의경영 전략의 적정성 ······································································· 532

2.2 창의경영 시스템의 제도화 ····································································· 533

서울특별시


- 목차 8 -

2.3 창의경영 학습조직화 ··············································································· 535

2.4 창의경영 사업성과 ··················································································· 536

2.5 창의경영 횡단전개 ··················································································· 537

2.6 디자인경영 ································································································· 538

Ⅳ. 서울시 농수산물공사 ······································································· 541

1. 평가종합 ································································································· 543

1.1 평점 ············································································································· 543

1.2 총평 ············································································································· 543

2. 창의부문 ································································································· 544

2.1 창의경영 전략의 적정성 ······································································· 544

2.2 창의경영 시스템의 제도화 ····································································· 545

2.3 창의경영 학습조직화 ··············································································· 547

2.4 창의경영 사업성과 ··················································································· 548

2.5 창의경영 횡단전개 ··················································································· 550

2.6 디자인경영 ································································································· 550

Ⅴ. SH공사 ································································································ 553

1. 평가종합 ································································································· 555

1.1 평점 ············································································································· 555

1.2 총평 ············································································································· 555

2. 창의부문 ································································································· 556

2.1 창의경영 전략의 적정성 ········································································· 556

2.2 창의경영 시스템의 제도화 ····································································· 556

2.3 창의경영 학습조직화 ··············································································· 559

2.4 창의경영 사업성과 ··················································································· 560

2.5 창의경영 횡단전개 ··················································································· 561

2.6 디자인경영 ································································································· 562

Ⅵ. 서울시설공단 ····················································································· 565

1. 평가종합 ································································································· 567

1.1 평점 ············································································································· 567

1.2 총평 ············································································································· 567

2007년도


- 목차 9 -

2. 창의부문 ································································································· 568

2.1 창의경영 전략의 적정성 ········································································· 568

2.2 창의경영 시스템의 제도화 ····································································· 569

2.3 창의경영 학습조직화 ··············································································· 572

2.4 창의경영 사업성과 ··················································································· 573

2.5 창의경영 횡단전개 ··················································································· 574

2.6 디자인경영 ································································································· 574

제5장 경영상의 문제점 및 개선방안 ··················································· 577

1. 공통부문 ··········································································································· 579

1.1 책임경영 ············································································································· 579

1.2 효율적인 경영 ··································································································· 580

1.3 창의경영 ············································································································· 585

1.4 고객감동 ············································································································· 588

2. 사업부문 ·········································································································· 590

2.1 서울시정개발연구원 ························································································· 590

2.2 서울산업통상진흥원 ························································································· 591

2.3 서울신용보증재단 ····························································································· 592

2.4 세종문화회관 ····································································································· 593

2.5 서울여성가족재단 ····························································································· 596

2.6 서울복지재단 ····································································································· 598

2.7 서울문화재단 ····································································································· 599

2.8 서울시립교향악단 ····························································································· 601

2.9 서울시 자원봉사센터 ······················································································· 601

3. 창의평가 ·········································································································· 603

3.1 창의경영 전략의 적정성 ················································································· 603

3.2 창의경영 시스템의 제도화 ············································································· 603

3.3 창의경영 학습조직화 ······················································································· 606

3.4 창의경영 사업성과 ··························································································· 606

3.5 디자인경영 ········································································································· 607

서울특별시


- 목차 10 -

제6장 경영평가지표 개선방안 ······························································· 609

1. 공통지표 ··········································································································· 611

1.1 책임경영 ············································································································· 611

1.2 효율적인 경영 ··································································································· 614

1.3 창의경영 ············································································································· 621

1.4 고객감동 ············································································································· 626

2. 사업지표 ·········································································································· 627

2.1 서울시정개발연구원 ························································································· 627

2.2 서울산업통상진흥원 ························································································· 628

2.3 서울신용보증재단 ····························································································· 633

2.4 세종문화회관 ····································································································· 638

2.5 서울여성가족재단 ····························································································· 638

2.6 서울복지재단 ····································································································· 642

2.7 서울문화재단 ····································································································· 649

2.8 서울시립교향악단 ····························································································· 652

2.9 서울시 자원봉사센터 ······················································································· 652

2007년도


31. 평가의 의의 및 목적

1 평가의 의의 및 목적

세계화, 지방화 시대에 한 국가의 경쟁력은 많은 부분이 공공부문의 경쟁력에 따라 결정되고 있다. 1980년대 이후 OECD국가를 비롯한 대부분의 국가에서는 강도 높은 정부개혁을 지속적으로 추진하면서 경쟁력을 확보하기 위해 공공부문의 경영합리화를 도모하고 있다.

우리나라의 경우에도 정부투자기관이나 출연기관을 평가하여 그 결과를 피드백하고 적극적인

자기학습 동기를 부여하고 있다. 서울시의 경우 서울시정개발연구원, 서울산업통상진흥원, 서울문화재단, 서울복지재단 등 여러 개의 시 출연기관을 운영하고 있으며 시 출연기관이 제대로 운영되고 있는 지를 감독하고 평가하여야 할 책무를 지니고 있다. 이에 따라 서울시의 경우도 2004년~2007년에 걸쳐 시 출연기관 경영실적을 평가하여 기관운영에 반영하였으며, 2008년에도 시 출연기관 경영평가를 실시한다. 특이한 점은 2008년도 경영평가에는 현재 시정의 주요 방향인 창의경영 평가의 비중을 강화하였으며, 서울의료원 및 5개 투자기관에 대한 창의경영 평가도 추가적으로 실시하였다. 또한 창의경영 평가부문에 디자인경영을 최초로 포함하여 평가를 하였다.

평가의 목적은 출연기관의 임무, 기능, 비전, 전략 및 경영실적 등에 대한 공정하고 객관적인 진단 및 분석을 실시하고 결과에 따라 적절한 인센티브를 제공함으로써 경영혁신을 통한 책임경영체

제 확립에 기여하는데 있다. 이러한 평가를 통해 미래지향적인 발전방향을 제시함으로써 자율적 경영개선과 조직의 기능 및 역할 재정립을 유도하고 사업추진의 효율성 및 책임감을 제고할 수 있

기 때문이다. 평가결과에 대한 환류체계를 강화하고 분야별 개선대책을 지속적으로 발굴·개선함으로써 경영합리화 및 효율성을 제고하고, 기존 평가체계를 종합적·체계적으로 검토·보완함으로써 평가의 공정성과 객관성을 확보하고자 했다. 마지막으로 새로운 경영환경변화에 능동적으로 대응하기 위해 창의경영시스템을 확립하고 디자인경영과 고객감동을 추구하는 것을 목적으로 했다.

2 평가의 내용과 수행체계

2.1 평가의 내용

본 연구는 2008년도 6월부터 8월까지 3개월간의 경영실적평가를 포함하여 다음과 같은 과업을 수행한다.

(1) 2007년도 9개 서울시 출연기관 경영실적 평가(2) 2007년도 5개 서울시 투자기관과 서울의료원의 창의경영 실적 평가(3) 경영 및 운영제도상의 문제점과 개선방안 제시 - 경영평가 결과 나타난 시 출연기관의 인사, 조직, 재무, 대시민서비스 등 제반 경영 및 제도운

영상의 문제점을 도출하여 향후 발전방안 제시

- 출연기관별 경영합리화 방안 제시

서울특별시


제1장 2007년도 경영실적평가 개요4

- 창의경영 평가 결과를 토대로 기관별 문제점과 개선방안 제시(4) 2009년에 시행될 2008년도 경영평가대비 평가지표의 개선방안 제시- 평가업무 수행 중 나타난 경영평가편람상의 문제점을 도출하여 수정·보완 등 개선방안 제시- 경영환경 변화에 따른 평가기준과 평가방법 재조정 및 출연기관의 평가지표 개선요구안에 대

한 검토의견 제시

- 차년도 평가 대비 출연기관 경영평가지표 전반에 대한 개선방안 제시

2.2 평가의 수행체계

2007년도 경영실적평가의 수행체계는 다음과 같다.

그림 1-1 2007년도 경영실적평가 수행체계

2007년도


53. 평가방법

3 평가방법

3.1 계량지표

계량지표는 아래의 유형 중 가장 적합하다고 판단되는 방법 하나를 선택하여 평가한다. 각 평가방법별 적용지표는 기관별 평가편람에서 명시하였다.

(1) 목표 대비 실적 평가

목표달성도 계산 : 목표달성도는 평가대상년도의 목표 대비 실적으로 계산한다.

◦목표달성도 (Y) = 실 적목 표

평점 계산 : 평점은 목표 대비 실적의 백분율로서 계산하되, 평점의 상한치가 100점을 초과하지 않도록 한다.

◦ 평점 : Y × 100점

목표 변경 : 시정책 또는 경영여건의 변화 등 불가피한 사정이 있어 경영목표를 변경한 경우, 변

경한 목표를 중심으로 평가한다. 다만, 변경한 목표는 객관적 자료에 의해 경영평가

단으로부터 타당성을 인정받아야 한다.

(2) 단계별 평가

적용대상 지표

- 정성적 평가지만 평가내용을 수치화·객관화함으로써 계량지표와 같이 평점을 명확히 산정할 수 있는 경우

- ‘시정책 준수’ 등과 같이 그 시행여부를 기준으로 평점을 명확히 부여할 수 있는 경우 평점의 부여 : 지표별로 실적에 따라 단계를 구분하여 각 단계별로 단일 평점을 부여한다. 단

계의 구분과 단계별 평점에 관한 구체적인 내용은 평가편람에 의한다.

서울특별시



(3) 기타 평가

적용대상 지표 : 서울시정개발연구원, 서울여성가족재단, 서울복지재단의 연구보고서의 우수성평점의 부여 : 외부전문가의 100점 만점의 평가점수를 그대로 사용한다.

3.2 비계량지표

비계량지표는 가중치가 배분된 각 평가항목별로 A+, A0, B+, B0, C0, D+, D0, E+, E0의 9등급으로 평가한다. 각 등급에 A+ 100%, A0 87.5%, B+ 75.0%, B0 62.5%, C0 50.0%, D+ 37.5%, D0 25.0%, E+ 12.5%, E0 0%의 평점을 부여하고, 이를 가중치에 곱해 득점을 계산한다( 참조).

비계량지표의 평가는 해당 지표의 평가대상년도 실적과 아울러 전년대비 개선 정도를 함께 고려

하여 실시한다.

표 1-1 등급의 설정, 평가기준 및 평점

등 급 평 가 기 준 평점

A+

~

A0

① 평가지표에서 요구하는 평가내용을 충분히 만족시킨 경우

② 특별한 경영개선노력의 결과로 과거의 실적을 훨씬 상회하는 경우

③ 주어진 경영여건 하에서 최선을 다한 것으로 판단되고 직원들의

노력 정도가 객관적 자료에 의하여 현저하게 인정되는 경우

100

~

87.5

B+

~

B0

① 평가지표에서 요구하는 평가내용을 상당 수준 만족시킨 경우

② 자체적으로 문제점 및 미비점을 개선하려는 상당한 노력이 인정될

경우

③ 창의력을 발휘하여 자의적인 업무수행을 하였으나 개선의 여지가

있는 경우

75.0

~

62.5

C0① 평가지표에서 요구하는 평가내용을 보통 수준 만족시킨 경우

② 주어진 여건 하에서 당연히 기대되는 실적을 달성한 경우50.0

D+

~

D0

① 평가지표에서 요구하는 사항에 미흡한 경우

② 사업실적 미흡, 예산낭비요소 등이 발견되며 부진사업에 대한 분석

및 개선노력이 미흡한 경우

③ 직원들의 노력 정도가 미흡하여 과거 실적에 미달하는 경우

37.5

~

25.0

E+

~

E0

① 평가지표에서 요구하는 사항이 결여된 경우

② 사업실적이 매우 불량하거나 집행상 중대한 결점이 있는 경우

12.5

~

0

2007년도


73. 평가방법

3.3 공통지표 평가기준

평가는 각 기관별로 공통지표 50점, 사업지표 50점 만점으로 평가기준에 따라 이루어졌다. 그중 공통지표는 사업지표와 달리 모든 기관이 동일한 평가기준에 의해 평가되었다. 공통지표의 평가기준을 살펴보면 다음과 같다.

(1) 책임경영

1) 기관장 리더십

1-1 경영비전 및 실행전략 수립과 효과적인 실천노력 정도 - 기관장의 경영비전 - 비전구현을 위한 실행전략 - 현안과제 인식 및 해결 노력 1-2 조직 구성원 역량 증진을 위한 대내·외적인 활동 및 성과창출 정도 - 조직구성원의 역량 개발·증진노력 - 조직구성원의 기관만족도 향상을 위한 노력 - 기관의 위상을 증진시키기 위한 노력 1-3 기관장의 조직경영철학·비전, 리더십에 대한 조직 구성원의 공유도 - 조직문화 구축과 확산을 위한 노력정도 - 조직목표 달성을 위한 조직원간의 목표공유 정도

2) 전년도 평가지적사항에 대한 개선노력

2-1 전년도 평가지적사항에 대한 개선 노력 2-2 평가지적사항에 대한 체계적인 개선 정도 2-3 평가지적사항에 대한 개선 이행 정도

3) 시정책 준수 노력

3-1 시정책 기여정도 및 혁신노력 - 시정책의 수립과 개선에 기여한 기관의 사업 또는 활동 3-2 시 운영지침 준수 - 인건비 인상률 준수 여부 - 출연기관 예산관리 공통기준 준수여부 3-3 기관운영관련 지적사항 개선 - 서울시 각종 감사(종합감사, 정기감사, 성과감사 등) 및 조사 등에서 지적된 사항에 대한

개선노력

- 기타 기관의 감사 등에서 지적된 사항의 개선노력

서울특별시



(2) 효율적인 경영

1) 조직관리의 합리성

1-1 조직 효율성 증진 노력 - 설립 목적 및 환경 변화에 부응하는 조직구조 유지 - 적정인원 분석, 부서별 인원관리, 직급별 정·현원 분포비율의 적정성 - 권한과 책임의 위임 적정성, 직급체계와 결재단계의 간소화 1-2 조직발전 노력 - 고객 지향적, 개방적, 역동적, 학습 지향적 조직구조 - 협동적, 애사적 조직문화의 관리 및 확산 노력 1-3 조직관리 개선을 위한 혁신 포커스 - 기관의 특성에 맞는 조직관리제도 개선 중점과제 선정 여부 - 혁신적 조직관리제도의 도입 및 개선 효과 - 조직관리 담당인력의 업무역량 강화

2) 인사관리의 합리성

2-1 효율적 인력확보 - 인력수급계획, 채용과정의 관리, 이직 및 퇴직 관리 2-2 인력평가 및 개발 - 상시평가, 다면평가, 성과역량평가의 통합제도 구축 및 운용 - 교육훈련 수요 분석 및 교육훈련의 체계화 2-3 인사관리 개선 노력을 위한 혁신 포커스 - 기관의 특성에 맞는 인사관리 제도개선 중점과제 선정 여부 - 혁신적 인사관리관리제도의 도입 및 개선 효과 - 인사관리 담당인력의 업무역량 강화

3) 내부평가제도의 합리성

3-1 내부평가지표 및 방법의 적정성 - 평가지표와 경영목표 및 경영전략과의 연계성 - 평가지표 설정 시 피평가부서 의견수렴의 적정성 - 성과평가 방법의 적정성 3-2 내부평가결과 활용의 적정성 - 금전적/비금전적 인센티브 제도의 적정성 - 내부평가결과의 피드백 노력(경영 계획 및 제도개선) - 평가결과의 수용성 제고 노력

2007년도


93. 평가방법

4) 경영정보관리의 합리성

4-1 정보시스템 구축 - 전산화계획의 적정성 - 전산업무 분석 및 설계의 적정성 4-2 정보시스템 운용 - 정보시스템 관리의 적정성 - 정보시스템 활용의 적정성 4-3 정보시스템 통제 및 교육 - 정보시스템 통제의 적정성 - 정보 및 전산교육의 적정성

5) 재정 및 예산관리의 합리성

5-1 재정 수입 및 운용의 효율성 - 총수입대비 자체수입의 적정성(실적수치 기준) - 기본재산 증대 노력 및 운용의 적정성 5-2 예산편성 및 집행의 적정성 - 중장기 경영전략에 연동한 예산편성 여부 - 전기 집행실적에 대한 사후분석 결과의 반영 여부 - 운영비 예산의 합리적 집행 및 절감 노력 5-3 결산 및 회계관리제도의 적정성 - 결산절차의 적절성 - 회계관리제도의 적절성 및 운영개선 노력 5-4 급여 관리의 적정성 - 급여체계 개선 및 인건비 절감 노력 - 성과급 산정의 적정성 - 퇴직충당금 적립 및 관리의 적정성

(3) 창의경영

1) 창의경영 전략의 적정성

1-1 창의경영 목표의 명확성 - 창의경영 목표의 수립 여부 및 내용의 적정성 - 창의경영 목표와 기관 경영목표와의 연계성 1-2 창의경영 추진 계획의 체계성 - 창의경영 시스템의 근거 및 방향 설정 - 분야별 추진전략의 연관성

서울특별시



- 중장기 실행계획의 구체성 및 실현가능성

2) 창의경영 시스템의 제도화

2-1 창의 아이디어 제안시스템의 구축 - 창의 아이디어 제안시스템의 운영 실적 - 창의 전담부서 설치 및 재원의 충분성 - 창의 아이디어 제안 실적 2-2 창의 아이디어 실행시스템의 구축 - 창의 아이디어 실행 회의의 운영 실적 - 창의 아이디어 실행 관리체계의 적정성 - 창의 아이디어 실행과제 발굴 실적 2-3 창의 보상시스템의 구축 - 창의 아이디어 제안 보상시스템의 다양성 및 적정성 - 창의 아이디어 실행성과 보상시스템의 다양성 및 적정성

3) 창의경영 학습조직화

3-1 공식적 창의교육프로그램의 운영 - 창의교육 프로그램의 운영체계 - 창의교육 프로그램의 내용 및 운영실적 3-2 비공식적 창의학습조직 활성화 - 창의학습 비공식 모임 및 활동 실적 - 창의학습 동아리 지원 및 활동 실적

4) 창의경영 사업성과

4-1 업무방식 개선 부문 사업실적 - 창의 사업 발굴 실적 - 창의 사업 실행 효과 4-2 예산절감 부문 사업실적 - 창의 사업 발굴 실적 - 창의 사업 실행 효과

(5) 창의경영 횡단전개

5-1 창의 아이디어 제안실적 - 창의경영 횡단전개 제안부문 평가 5-2 창의 아이디어 실행실적 - 창의경영 횡단전개 실행부문 평가 ※ 서울시 창의경영 횡단전개 평가 적용(서울시 창의경영 홈페이지(http://changui.seoul.go.kr) 참고)

2007년도


113. 평가방법

6) 디자인경영

6-1 디자인경영 추진체계의 적정성 6-2 디자인경영 추진체계의 제도화 노력 6-3 디자인경영 추진성과의 우수성

(4) 고객감동

1) 고객서비스 기준 및 고객지원시스템 구축 노력

1-1 고객서비스 기준 확립 - 고객유형별 고객서비스 기준 및 표준이행절차 강화 - 고객서비스 홍보 실적 1-2 고객관리 및 고객지원을 위한 시스템 구축 - 고객관리 및 고객지원 전문부서 운영 - 고객관리 및 고객지원 전문인력 확보 - 고객서비스를 위한 온라인 서비스 운영의 적정성(웹페이지, 메일링리스트 등)

2) 고객만족도 조사 결과

2-1 고객만족도 조사결과 - 서울시 투자/출연기관 고객만족도 평가점수

3) 고객만족도 조사 결과 반영 노력

3-1 고객만족도 조사결과의 고객만족 경영체제 개선에의 반영 - 고객서비스 기준 개선에의 반영 노력과 성과 - 고객지원시스템 개선에의 반영 노력과 성과 - 고객지향성 증진을 위한 교육훈련의 적정성 3-2 고객만족도 조사결과의 조직 성과관리에의 반영 - 고객만족도 조사결과를 반영한 경영관리제도의 개선노력 - 고객만족도 조사결과의 인센티브 제공에의 반영 정도

3.4 사업지표 평가기준

사업지표 평가기준은 기관의 특성에 따라 기관별로 서로 다른 기준으로 평가하였다. 구체적인 평가기준은 평가내용 본문에 개별적으로 기술되어 있다.

서울특별시



4 평가단의 구성

출연기관의 경영평가단은 단장, 공통지표 평가단, 사업지표 평가단으로 구성된다.구분 성명 소속 및 직위 분 야

단장 서 순 탁 서울시립대 도시행정학과 교수 총괄

공통

지표

평가반

이 춘 우 서울시립대 경영학부 교수 조직·인사

최 원 석 서울시립대 세무학과 교수 재정·예산·내부평가

이 강 수 한국능률협회 팀장 창의경영

이 병 준 서울시립대 도시과학연구원 책임연구원 창의경영

김 상 철 유한대학 유통물류학과 교수 창의경영

백 종 원 (주)네이트시스템 대표 디자인경영

김 두 래 서울시립대 행정학과 교수 책임경영·고객만족

사업

지표

평가반

조 성 길 서울시립대 공간정보학과 교수 서울시정개발연구원

최 석 준 서울시립대 경제학부 교수 서울산업통상진흥원

최 기 호 서울시립대 세무학과 교수 서울신용보증재단

서 우 석 서울시립대 도시사회학과 교수세종문화회관

서울문화재단

정 혜 숙 서울시립대 사회복지학과 교수 서울여성가족재단

이 영 환 성공회대 사회복지학과 교수 서울복지재단

김 영 준 서울시립대 음악학과 교수 서울시립교향악단

이 준 영 서울시립대 도시사회학과 교수 서울시 자원봉사센터

간사 최 명 식 서울시립대 도시과학연구원 연구원 총괄 지원

2007년도


151. 평가결과

1 평가결과

기 관 명 평가연도 공통지표 사업지표 합 계 전년대비

서울시정개발연구원2007 41.40 48.28 89.68 상승

(3.66점)2006 39.26 46.76 86.02

서울산업통상진흥원2007 46.03 45.54 91.57 상승

(0.44점)2006 45.00 46.13 91.13

서울신용보증재단2007 44.65 46.65 91.30 하락

(0.76점)2006 47.00 45.06 92.06

세종문화회관2007 41.61 44.89 86.50 상승

(0.62점)2006 42.38 43.50 85.88

서울여성가족재단2007 39.69 45.03 84.72 상승

(1.96점)2006 40.13 42.63 82.76

서울복지재단2007 41.54 46.65 88.19 상승

(2.69점)2006 38.25 47.25 85.50

서울문화재단2007 36.34 44.51 80.85 상승

(0.34점)2006 36.88 43.63 80.51

서울시립교향악단2007 35.89 48.63 84.52 하락

(0.74점)2006 37.01 48.25 85.26

서울시 자원봉사센터 2007 32.75 45.88 78.63 -

종합

(9개 기관 평균)2007 39.99 46.23 86.22 -

전년대비*2007 40.89 46.27 87.17 전년대비

1.03점 상승2006 40.74 45.40 86.14

* 신규 피평가 기관인 자원봉사센터를 제외한 8개 기관의 평균을 전년도와 비교

서울특별시


제2장 2007년도 경영실적평가 결과 및 총평16

2 총 평

2008년 6월~8월에 실시된 2007년도 서울시 출연기관 경영실적평가의 대상기관은 모두 9개 기관이며, 창의경영 평가만 실시하는 기관은 모두 6개 기관이다. 2004년도 평가는 5개 기관, 2005년도 평가는 서울복지재단과 서울문화재단이 추가되어 7개 기관, 2006년도 평가는 서울시립교향악단이 추가되어 8개 기관이 평가대상이었다. 2007년도 평가는 서울시 자원봉사센터가 추가되어 9개 기관이 출연기관 경영실적 평가대상이었고, 서울의료원과 5개 투자기관(서울메트로, 도시철도공사, 서울시 농수산물공사, SH공사, 서울시설공단)은 창의경영 평가대상이다. 다년간 계속 평가를 받아온 기관들은 전년도 지적사항을 개선하기 위해 노력하여 평가결과가 상향평준화되고 있는

것으로 나타나고 있으며, 그 결과 5년째 실시되어오고 있는 출연기관 경영평가제도는 이제 정착단계에 이르렀다고 할 수 있다.

2007년도 경영실적 평가 결과 신규 피평가기관인 자원봉사센터를 제외한 전체 출연기관 평균은 87.17점의 득점을 보였다. 이러한 결과는 전년도 평균득점인 86.14점에 비하여 1.03점 상승한 것으로 각 기관들의 경영개선 노력이 이러한 결과를 가져온 것으로 판단된다. 이를 공통지표와 사업지표로 나누어보면, 공통지표가 40.89점, 사업지표가 46.27점으로 사업지표의 득점이 높았던 것을 알 수 있다. 2006년도 평가의 공통지표 40.74점, 사업지표 45.40점과 비교할 때, 공통지표는 0.15점이 상승하였고, 사업지표는 0.87점이 상승하였다.

기관별로 살펴보면, 서울시정개발연구원이 89.68점, 서울산업통상진흥원 91.57점, 서울신용보증재단이 91.30점, 세종문화회관이 86.50점, 서울여성가족재단이 84.72점, 서울복지재단이 88.19점, 서울문화재단이 80.85점, 서울시립교향악단이 84.52점, 서울시 자원봉사센터가 78.63점으로 평가되었다. 전년도에 비해 가장 상승폭이 큰 기관은 서울시정개발연구원으로 3.66점이 상승하였고, 그 다음으로 서울복지재단이 2.69점 상승하였다.

공통지표와 사업지표를 나누어 보면 다음과 같다. 전반적으로 공통지표가 사업지표에 비해 낮은 득점을 기록하고 있는데, 서울산업통상진흥원이 가장 높은 46.03점을 나타내고 있으며, 다음으로 서울신용보증재단이 44.65점으로 높은 점수를 받았다. 반면, 사업지표는 서울시립교향악단이 48.63점으로 가장 높았고, 서울시정개발연구원이 48.28점, 서울신용보증재단과 서울복지재단이 46.65점 순으로 나타났다.

각 기관별 평가결과를 분석하면 다음과 같다.서울시정개발연구원은 전년도 평가에 비해 사업지표의 경우 1.52점 향상되었고, 공통지표가

2.14점 상승하여 전체적인 점수상승을 이끌었다. 특히 사업지표의 평점이 48.28점으로 매우 높은 평가를 받았으며, 이는 전년도 지적사항에 대한 충실한 보완과 더불어 기관 자체의 혁신노력이 결합되어 나타난 성과로 볼 수 있다. 공통지표 평점은 주로 효율적인 경영분야에서 상승이 두드러졌으며, 책임경영분야에서도 좋은 평점을 받았다. 그러나 고객감동 분야는 지난해와 마찬가지로 개선의 여지가 많은 것으로 나타났다.

서울산업통상진흥원의 2006년도 평가점수는 91.13점이었으며 2007년 평가점수는 91.57점으로

2007년도


172. 총 평

0.44점 상승하여 전체 기관중 최고득점을 기록하였다. 자세히 살펴보면, 공통지표에서는 1.03점 상승하였으나, 사업지표에서 0.59점 하락하였다. 특히 공통지표는 전체 출연기관중 가장 높은 평점을 보이고 있으며, 전체 지표에서 고르게 높은 평점을 받았고 그중 책임경영부문이 좋은 평가를 받았다. 이는 재단이 신규사업 및 지속사업을 비교적 효율적이고 체계적으로 추진하고 있기 때문으로 분석된다.

서울신용보증재단은 2006년도 평가점수 92.06점에 비해 0.76점 하락하여 2007년도 평가점수는 91.30점을 나타내어 1위 자리를 서울산업통상진흥원에 내주었다. 사업지표에서는 1.59점 상승하였으나, 공통지표에서 2.35점 하락하였다. 사업지표는 보증업무와 자금운영을 제외하고는 모두 높은 평점을 획득해 작년보다도 더 높은 평점을 받았다. 공통지표의 경우 대부분의 분야에서 우수한 평가를 받았으나, 확대 도입된 창의경영분야에서 상대적으로 낮은 평가를 받아 전체적인 점수가 전년에 비해 하락하였다.

세종문화회관은 2006년도 평가점수인 85.88점보다 0.62점 상승한 86.50점을 획득하였다. 공통지표가 41.61점으로 2006년 42.38점에 비해 0.77점 하락하였으나 사업지표는 44.89점으로 1.39점 상승하였다. 공통지표는 효율적인 경영 부분에서 상대적으로 낮은 평가를 받았으나, 사업지표는 예술단원 기량향상 분야를 제외하고는 모두 좋은 평가를 받았다. 문화예술 관련 조직의 특성상 경영의 효율성 분야에서 개선의 여지가 많은 것으로 판단된다.

서울여성가족재단은 84.72점을 받아 2006년의 82.76점에 비해 1.96점 상승하였다. 공통지표에서는 0.44점 하락하였으나, 사업지표에서 2.40점 상승하였다. 공통지표는 전년에 비해 큰 변화가 없으나 특히 창의학습조직화나 디자인경영, 조직관리 분야에서 상대적으로 낮은 평가를 받았다. 사업지표는 대체로 높은 평가를 받았으며 이는 전년대비 많은 개선이 이루어졌기 때문으로 판단된다.

서울복지재단은 2006년 85.50점에서 2007년 88.19점으로 2.69점 향상되었다. 사업지표는 0.60점 하락하였으나, 공통지표가 38.25점에서 41.54점으로 3.29점이 향상되었다. 특히 공통지표는 최근 3년간 매년 큰폭(34.90→38.25→41.54)의 상승을 나타내고 있다. 이는 조직이 점차 안정화되면서 조직운영이 효율적·체계적이 되고 있기 때문이며, 이에 따라 서울복지희망공동체 출범 등 창의적인 신규 사업도 다수 개발되고 있기 때문이다. 사업지표는 다소 하락하였는데, 이는 전년도의 사업지표 점수가 매우 높았기 때문이며, 이번 점수도 매우 높은편 이므로 전반적으로 양호하다고 할 수 있다.

서울문화재단은 2006년 80.51점에서 0.34점 상승한 80.85점을 나타내었다. 공통지표는 전년도 대비 0.54점이 하락하여 소폭 하락하였고, 사업지표는 0.88점 상승하여 소폭 상승하였다. 공통지표에서는 특히 고객감동 분야의 평가가 낮은데, 그 이유는 전년에 비해 개선되고는 있으나, 문화서비스 생산단계별 고객의 요구를 파악한 후 이를 실행하는 절차의 개선이 미흡했으며, 적극적인 신규 서비스 발굴노력이 부족한 것으로 나타났기 때문이다. 전체적으로는 전년도와 비슷한 수준의 평가를 받았다.

서울시립교향악단은 올해가 두 번째 평가로, 2006년 85.26점에서 2007년 84.52점으로 0.74점 하락하였다. 공통지표는 2006년에 비해 1.12점 하락하였으나, 사업지표는 0.38점 상승하였다. 특히 공통지표는 전년도 평가지적사항 개선노력과 고객만족도 반영노력이 낮은 평가를 받았으며, 창

서울특별시


제2장 2007년도 경영실적평가 결과 및 총평18

의경영분야에서 전반적으로 낮은 평가를 받았다. 전년도 평가지적사항 개선노력이 미흡했던 것은 올해가 두 번째 평가로 이 지표에 대한 평가는 처음이었기 때문에 효과적으로 대응하지 못한 때문

으로 보인다. 서울시립교향악단은 2006년에 신규로 경영평가를 받기 시작하였으며 타기관에 비해 상대적으로 규모가 작고, 현재 대표가 공석중인 것이 크게 작용하여 사업지표의 평가가 우수함에도 불구하고 공통지표에서 점수 하락이 있었던 것으로 분석된다.

서울시 자원봉사센터는 2007년

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