Goyang Special City opened the ‘On-site Civil Complaint 25 System’ on the new administrative internal network on the 23rd and began full-scale operation. This system was introduced to systematize the civil complaint processing process and strengthen real-time response to quickly resolve inconveniences in citizens’ lives.
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Goyang City, ‘On-site Civil Complaint 25 System’ in full operation to strengthen citizen communication © Reporter Seung-ju Ji |
Goyang Special City (Mayor Lee Dong-hwan) officially opened the **’On-site Civil Complaint 25 System’** through the new administrative internal network on the 23rd and began full-scale operation. This system was newly built to streamline the civil complaint handling process and strengthen communication with citizens.
◆ Establishment of a systematic civil complaint management system
‘On-site Civil Complaints 25’ systematically manages the entire process from receiving a complaint to completing processing, and focuses on increasing the speed and accuracy of complaint processing through real-time information sharing between the dong, working department, and on-site response team.
When the on-site complaint manager enters the complaint received from the district into the system and designates a person in charge of the working department, the system use authority is automatically granted to the person in charge. After that, the person in charge records all processes from complaint reception to final completion in the system, and can share information with the on-site response team in real time.
◆ Enhanced user convenience
The system provides a function that allows multiple complaints to be uploaded in Excel format for the convenience of internal employees. In addition, department staff can easily check the complaints they need to handle through the ‘View My Complaints’ function.
It is expected that the statistics menu will be helpful in systematically establishing policy and complaint response strategies by allowing users to check various complaint data by ward, district, and field at a glance.
◆ Future system functions to be improved
‘On-site Civil Complaints 25’ will continue to have various functions added in the future. It is planned to maximize the convenience of workers, such as △SMS transmission service when civil complaint processing is completed △Real-time notification function for civil complaint staff △Complaint content printing function in Korean file. In addition, it plans to integrate the various civil complaint reception channels that currently exist into ‘On-site Civil Complaints 25’ to build a unified civil complaint management system.
◆ Realizing field-centered communication administration
Park Sang-hee, the director of communication and coordination, said, “This system is a ‘heartwarming system’ where all employees can share citizens’ inconveniences and find solutions together,” and “Through continuous functional improvements, it will become Goyang City’s representative civil complaint resolution platform.”
Mayor Lee Dong-hwan of Goyang City emphasized that “the core of communication administration is to listen to citizens’ inconveniences in their lives and resolve them directly on site,” and that “the ‘On-site Civil Complaints 25’ system will be an opportunity to communicate more closely with citizens.”
Meanwhile, Goyang City plans to input additional complaints received since the comprehensive survey in October into ‘On-site Complaints 25’ by the end of this year, and plans to strengthen on-site response work along with system improvements starting next year.
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