1. 친절봉사를 위한 창구민원행정의 개선사례에 대한 총괄...7 2. 구청별 제출된 개선사례...13 [종로구] ○ 민원안내표지판 설치...15 ○ 민원실 공기청정기 설치...16 [중구] ○ 전동식 공타기에 의한 신호적편제 및 전호적 제재...17 ○ 호적등·초본 전산발급...18 [용산구] ○ 호적 및 제적 색인 전산화...19 ○ 청사내 습득물품 시민봉사실 전담관리...20 ○ 민원창구 업무지원 당번제 실시...21 ○ 민원창구 확대 설치운영...22 ○ 민원서류처리와 관련한 민원안내판 부착...23 ○ 전화민원서류 접수처리제 보완 개선...24 ○ 민원실 대기 시민용 편의시설 교체...25 ○ 민원실 자동민원안내기 설치...26 ○ 각종 공부확인 점검의 날 운영...27 ○ 외부기관 요원 호적열람 보안대책...28 ○ 구청장에 대한 우편직소민원제...29 [성동구] ○ 무료대서제 확대...30 ○ 민원실 집기제작 교체...31 [동대문구] ○ 호적 무료대서...32 ○ 신원증명발급 전산화...33 [중랑구] ○ 민원공무원 친절봉사 응대 요령집 발간...34 ○ 민원안내 약도 제작 활용...35 [성북구] ○ 간부직 근무일지 작성 업무활용...38 ○ 중계민원처리제도 운영...40 [도봉구] ○ 시민생활 안내책자 발간...41 ○ "민원응대요령 및 대화기법" 리후렛 제작...42 [노원구] ○ 구·동 민원실 컴퓨터 민원안내제 실시...45 ○ 반려 빈번 민원 사전검토안내제 실시...46 ○ 시민생활민원 이용안내 팜프렛 제작...48 ○ 표준인명용 한자책자 비치...53 [은평구] ○ 친절봉사 근무요령 책자배포...54 ○ 민원실 업무명 안내표지판 설치...55 ○ 민원처리 주간평가제 실시...56 ○ "은평구민의 소리" 운영...57 [서대문구] ○ 민원인 호출 전광판 설치...58 ○ 종합민원안내센타 운영...59 ○ 창구민원행정에 대한 설문조사...60 [마포구] ○ 분실물센타 운영...61 ○ 민원공지제도 활성화...62 ○ 시민봉사실 환경개선...65 [강서구] ○ 지적민원봉사실 신설...67 ○ 민원대기실 분위기 개선...68 [양천구] ○ 친절봉사 공무원에게 구민이 주는 상 운영...69 ○ 민원 온라인제도(중계민원) 확대 실시...70 [구로구] ○ 민원 편의시설 개선...71 ○ 집단주택지역 민원집배제 실시...72 ○ 공단이동 민원실 운영...73 [영등포구] ○ 종합민원안내기 설치 운영...74 ○ 우편(전신)민원 수수료 부족액 지로입금제 실시...75 ○ 민원실내 꽃꽂이 및 화분설치...76 [동작구] ○ 전화민원 자동접수제 실시...77 ○ 민원인 편의시설 설치...80 ○ 어린이 놀이방 이전 설치...82 ○ 민원상담관제 운영...84 ○ 민원창구표지판 정비...85 [관악구] ○ 철쭉 아가씨 1일 민원안내 자원봉사제 실시...86 ○ 민원관계공무원 특별교육 교재 제작...87 ○ 민원 우편처리 중간통보제...88 [서초구] ○ 민원실내 유아방 설치 운영...89 ○ 신원증명의 전산화 발급...90 [강남구] ○ 민원창구대 높이 개선...91 ○ 전화민원 접수 ARS시스템 개량...92 [송파구] ○ 말하는 컴퓨터(자동민원 안내기) 설치...93 ○ 민원처리 평가제 실시...94 ○ FAX에 의한 중계 민원처리...95 [강동구] ○ 혼인신고서 출생신고에 대한 안내...96 ○ 위법 건축물관리대장 표시방법 개선...98 ○ 신원증명 발급업무 개선...99 3. 부록 ○ '91 상반기 주요민원서류(증명) 발급현황...103 ○ '91 상반기 전화민원처리 현황...104 ○ 전화, 우편, 전신민원명 일람...105 ○ 주요 민원기관 전화번호...112