Ⅰ.민원처리 체험수기 1.제 자격증 꼭 찾아주세요...7 2.참 봉사를 일깨워준 시각장애인...11 3.20년만의 만남...15 4.할머니 담당...19 5.한번 더 미소를...22 6.길가의 작은 안내소...26 7.5분 전쟁, 5분 명상...30 8.민원부서 근무유감...35 9.할머니의 담배 한 갑...38 10.내 작은 봉사가 큰 기쁨되어...43 11.언제나 역지사지의 자세로...47 12.나의 작은 도움이...51 13.동명이인...54 14.전화 한 대의 기쁨...59 15.구민을 주인으로 모시는 봉사행정...64 16.봄 향기를 싣고서...69 17.그림의 의미...74 18.친절! 작은 일에서 부터...78 19.어려운 이웃을 생각하며...82 20.잠깐동안의 아쉬운 친절...86 21.현장민원실에서 생긴 일...89 22.감사의 한마디에...93 23.썩은 사과 2개, 그해 겨울...98 24.민원인을 내 부모, 내 형제처럼...103 25.햇살이 비치기까지...107 26.지난1년을 돌아보며...111 27.막내아들의 혼인신고...116 28.정신질환자의 걸음마...121 29.번호판 바꾸러 왔는데요?...124 30.아! 소리가 들려요...128 31.멋진 나의 인생친구...131 32.한그루 소나무를 키우기 위해...136 33.어떤 추억...141 34.수서동 비둘기...144 35.노 시인의 감사...148 36.어느 할아버지의 빛바랜 무공훈장...151 37.지난 과거를 돌이켜 보며...155 38.기다려지는 할머니들...159 39.작은 관심이 벌어준 시간...162 40.주민등록증 발급 - 삼색 스케치...166 41.어떤 노인의 외로운 죽음...171 42.에이즈! 고민말고 검사를...175 43.매표실에서...180 44.더덕 한 봉지...186 45.낡은 가방에 얽힌 이야기...191 46.작은 일에도 인정이 넘치는...195 Ⅱ.민원처리 우수사례·시책 1.시유지 매각대금 분할납부대상 확대...203 2.주택재개발구역내 임대주택 입주조건 완화..205 3.무허가건물 밀집지역 상수도 공급...207 4.수도요금세대분할 혜택 확대...208 5.주택재개발 택지비 산정대상 확대...209 6.주민통행불편 관련 건축분쟁 해결...211 7.보행자 편의를 위한 통행로 설치...213 8.유기한 민원사무 처리기간 단축...214 9.사유 잡종재산 소유권 이전...215 10.야외용 전격포층기 설치...217 11.체납지방세 압류해체 안내문 송부...218 12.부동산등기부 등·초본 교부대행창구 운영...219 13.중소기업체 후견인제도 운영...220 14.가스공급관 교체분담금 분쟁조정...221 15.건축물 용도변경 첨부서류 간소화...223 16.공용의 도로부분 종합토지세 감면...224 17.지하수 수질검사 처리절차 개선...225 18.수렵면허장 발급제도 개선...226 19.성추행 방지홍보방송 실시...227 20.역사내 승객대기용 의자 설치...228 Ⅲ.사랑과 인생이야기 1.내가 겪은 민원인·공무원...231 2.가정도우미의 이웃사랑...235 3.조선시대의 청백리..238 4.내게 너무 아름다운 당신...243 5.선조들의 인생이야기...248