제1장 서론 ····························································································· 1 1. 연구의 배경 및 목적 ·················································································· 1 1) 연구 배경 및 필요성 ············································································ 1 2) 연구 목적 ······························································································· 2 2. 연구 범위 및 방법 ····················································································· 2 1) 연구 범위 ······························································································· 2 2) 연구 방법 ······························································································· 3 3. 연구의 흐름 ································································································· 3 제2장 행정사무의 민간위탁 성과평가에 관한 이론적 배경 ···········4 1. 행정사무의 민간위탁의 의의 ····································································· 4 1) 개념 정의 및 유형화 ············································································ 4 2) 행정사무 민간위탁의 필요성 ······························································· 9 2. 민간위탁 업무처리 절차와 성과평가 ····················································· 11 1) 민간위탁 업무처리 절차 ···································································· 11 2) 민간위탁 성과평가 절차 ···································································· 12 3. 민간위탁사업 성과평가지표 (체계) 개발의 의의 ·································· 14 4. 선행연구 및 분석틀 ················································································· 15 1) 선행연구 ······························································································· 15 2) 연구의 분석틀 ····················································································· 17 제3장 부산시 민간위탁 성과평가 실태 분석 ···································19 1. 부산시 민간위탁사업 현황 및 성과평가지표 체계 ······························ 19 1) 민간위탁 기본조례의 내용 분석 ······················································· 19 2. 부산시 민간위탁 성과평가 운영실태 ····················································· 22 1) 민간위탁 성과평가지표 체계의 구성 ··············································· 22 2) 민간위탁 성과평가의 실시 ································································ 24 3. 문제점 및 과제 ························································································· 26 1) 문제점 ·································································································· 26 2) 과제 ······································································································ 27 제4장 타 시·도 벤치마킹 ······························································· 28 1. 서울특별시 ································································································· 28 1) 도입배경 ······························································································· 28 2) 제도의 발전 및 현 적용 실태 ·························································· 29 3) 민간위탁 성과평가지표 체계 ····························································· 30 2. 대구광역시 ································································································· 34 1) 도입배경 ······························································································· 34 2) 제도의 발전 및 현 적용 실태 ·························································· 35 3) 민간위탁 성과평가지표 체계 ····························································· 38 3. 대전광역시 ································································································· 44 1) 도입배경 ······························································································· 44 2) 제도의 발전 및 현 적용 실태 ·························································· 44 3) 민간위탁 성과평가지표 체계 ····························································· 47 4. 시사점 ········································································································ 50 제5장 부산시 민간위탁 성과평가지표의 개발 방안 ···················· 52 1. 기본방향(원칙)의 설정 ············································································· 52 1) ‘부산형’ 민간위탁 성과평가지표의 개발 ········································· 52 2) PDCA 사이클 활용과 기존 및 신규 지표의 할당 ························· 55 2. 민간위탁 성과평가지표 체계의 재구성 ················································· 56 1) 민간위탁사업(시설·사무)의 유형화 작업 ·········································· 56 2) 민간위탁 성과평가지표 체계 재구성 ··············································· 57 3) 민간위탁 성과평가지표 체계 가중치 부여 ······································ 59 제6장 결론 및 정책제언 ··································································· 81 1. 결론 ············································································································ 81 2. 정책제언 ···································································································· 84 참고문헌 ······························································································ 86 부록 ······································································································ 88

<표 Ⅱ-1> 민간위탁의 유사 개념 및 제도 ······················································ 5 <표 Ⅱ-2> 서울특별시 민간위탁사무의 유형화 ·············································· 9 <표 Ⅱ-3> 부산시 신규 민간위탁 추진 절차 ················································ 11 <표 Ⅱ-4> 민간위탁 성과평가 평가방식의 대안 ·········································· 13 <표 Ⅱ-5> 민간위탁사무 관련 선행연구 ······················································· 15 <표 Ⅲ-1> 부산시 사무 중 민간위탁이 가능한 사무 ··································· 19 <표 Ⅲ-2> 민간위탁 적정성 사전 검토 시 고려 사항 ································· 20 <표 Ⅲ-3> 부산시 민간위탁사업의 구분 ······················································· 20 <표 Ⅲ-4> 부산시의 민간위탁사업 성과평가지표 ········································ 23 <표 Ⅲ-5> 민간위탁 성과평가제도 시행 이후 성과평가 실시 실적 ·········· 25 <표 Ⅳ-1> 서울특별시 민간위탁 성과평가지표 체계(2018년) ···················· 31 <표 Ⅳ-2> 대구 민간위탁사무 유형(2017년) ················································ 39 <표 Ⅳ-3> 대구광역시의 민간위탁 성과평가지표 체계(2017년) ················ 41 <표 Ⅳ4> 대전광역시의 민간위탁 성과평가지표 체계(2011년) ················ 45 <표 Ⅳ5> 대전광역시의 민간위탁 성과평가지표(2019년) ·························· 47 <표 Ⅳ-6> 대전광역시의 성과평가 추진방법 ················································ 49 <표 Ⅳ-7> 벤치마킹 대상 3개 시의 민간위탁 성과평가 관련 조항 비교 51 <표 Ⅴ1> PDCA 사이클의 주요 내용 ·························································· 55 <표 Ⅴ-2> 4대 평가영역의 배점 조정 관련 의견 조사표(수탁기관 배포용) ·· 60 <표 Ⅴ-3> 4대 평가영역의 배점 조정 의견에 대한 평균 산출 ················· 60 <표 Ⅴ-4> 민간위탁사업 유형별 평가영역에 대한 중요도(AHP) 분석 결과 62 <표 Ⅴ-5> 민간위탁사업 유형별 성과평가지표 체계 및 배점(수탁기관 의견) ·· 63 <표 Ⅴ-6> 민간위탁사업 유형별 인터뷰 대상 전문가 명단 ······················· 64 <표 Ⅴ-7> 전문가 인터뷰 조사 일정표 ························································· 64 <표 Ⅴ-8> 유형화 구분의 적정성에 대한 인터뷰 조사 결과 요약 ············ 65 <표 Ⅴ-9> 2회차 조사에 대비하여 유의할 사항에 대한 인터뷰조사 결과 요약 · 66 <표 Ⅴ-10> 성과평가지표에 대한 추가/삭제 의견 및 채택 여부 ············· 68 <표 Ⅴ-11> 부산시 민간위탁 성과평가지표 체계(안)(예. 시민이용시설형)69 <표 Ⅴ-12> 민간위탁사업 유형별 성과평가지표 체계(안) 및 배점 비교(전문가 의견)72 <표 Ⅴ-13> 사업유형별 상대적 중요도가 높은 평가지표 및 특징 ············ 75 <표 Ⅴ-14> 고객만족도 조사 설문지 구성(초안) ········································· 76 <표 Ⅴ-15> 고객만족도 조사 시 중점 항목 및 이유 ·································· 78 <표 Ⅴ-16> 고객만족도 조사에서 추가했으면 하는 설문문항 제안 ·········· 79 <표 Ⅴ-17 민간위탁사업 유형별 고객만족도 설문문항에 대한 전문가 의견 · 80 <표 Ⅵ1> 민간위탁 성과평가지표 체계 재구성 ·········································· 83 <부록 표-1> 부산시 민간위탁사업의 재위탁‧재계약 추진 절차 ················· 88 <부록 표-2> 부산시 민간위탁사업 유형별 성과평가지표 배점 ·················· 89 <부록 표-3> 민간위탁사업 유형별 수탁기관(사무명) 구분 ························· 90 <부록 표-5> 민간위탁사업 고객 만족도 조사 설문지(유형: 자체수익운영형) · 93 <부록 표-6> 민간위탁사업 고객 만족도 조사 설문지(유형: 중간지원조직형) · 94 <부록 표-7> 민간위탁사업 고객 만족도 조사 설문지(유형: 사무관리형) · 95 <부록 표-8> 민간위탁사업 고객 만족도 조사 설문지(유형: 시민이용시설형) ·· 96 <부록 표-9> 민간위탁사업 고객 만족도 조사 설문지(유형: 기반시설형) · 97

<그림 Ⅰ-1> 연구의 흐름 ·················································································· 3 <그림 Ⅱ-1> 민간위탁과 공공위탁의 유형 구분 ············································ 8 <그림 Ⅱ-2> 민간위탁 성과평가 절차 ··························································· 14 <그림 Ⅱ-3> 연구의 분석틀 ············································································ 18 <그림 Ⅳ-1> 서울특별시 민간위탁 성과평가 추진 절차 ··························· 32 <그림 Ⅴ-1> 민간위탁사업 유형 확인을 위한 순서도 ······························· 53