[Desk Column] The Altruistic System of an IT Powerhouse

Recently, a special graduation album appeared at the Daegu Gwangmyeong School graduation ceremony. The graduation album was made so that graduates could touch their friends' faces through three-dimensional models created with a 3D printer. Since all the graduates of Daegu Gwangmyeong School, a special school, are visually impaired, they had never been able to see their friends' faces. This graduation album was made possible by the idea of a school teacher and support from a nearby university.

Yongmin Cho, a digital marketing expert and manager at Google Korea, described this as "a case where science and technology were properly used to create value from the perspective of user consideration." In other words, the "altruistic use" of science and technology created value that did not exist before. If the Daegu Gwangmyeong School graduation album is the result of the meeting between one teacher's altruistic heart and science and technology, last year's upgraded "small business support system" is an example of an altruistic system created by a crisis situation and information technology (IT).

In February of last year, when the spread of the novel coronavirus infection (COVID-19) severely impacted self-employed business owners, the government quickly announced financial support measures. Upon hearing this news, small business owners sought guarantee institutions to put out the urgent fire, but long waiting times made it difficult even to receive consultations. There were even situations where they had to close their shops and line up early in the morning to obtain guarantee certificates.

Both the small business owners and the supporting institutions were distressed. Although the government promised prompt support, the handling of matters on the ground belied that promise. Counters were dispersed, and manpower was insufficient. The processing was only slow.

There was no consideration or improvement in the screening procedures. Documents had to be obtained in person. The same documents had to be submitted separately to the corporation, foundation, and bank. Initially, the unprecedentedly low interest rates even triggered excessive loan demand.

When the Small Enterprise and Market Service began pilot acceptance of one-stop emergency fund loan applications in March of last year, long lines stretching hundreds of meters appeared every dawn. The number tickets ran out within an hour, leaving small business owners' hearts burning like charcoal. Those who did not receive a number ticket had to come back the next day and line up again.

The phrase "IT powerhouse" seemed ironic. Fortunately, rapid improvements and supplements followed. Online applications were expanded, and procedures were simplified. To alleviate loan bottlenecks, loan institutions were dispersed, and an odd-even system was introduced. Digital and non-face-to-face services such as policy fund support, certificate issuance, and consultations were implemented. This was to prevent small business owners from having to stop their livelihoods and visit support centers in person to apply for funds.

Through collaboration between the government and the private sector, the number of loan documents, which used to be up to 13 types, was drastically reduced to just 3. Now, consultations, evaluations, and loans related to small and medium-sized enterprise policy fund support are also conducted non-face-to-face. Some worry about job losses due to system changes. However, there is no need to dig all day with a shovel when you can do the job once with an excavator.

Altruistic use can stem from an altruistic mindset. However, there is no need to expect an altruistic mindset to change the institutions and practices we perform out of habit. Even if it does not start from an altruistic heart, there are many things that can benefit others. An effective system can produce altruistic outcomes for our entire society. If those with authority take action, much faster and greater changes are possible. From this perspective, complaints are the best motivation and ideas for creating altruistic systems.