Seoul Facilities Corporation Launches Pilot Operation of Visible Consultation for Ddareungi

From the 28th, 'Visible Counseling' Pilot Operation (Weekdays 9 AM to 5 PM), Real-time Video Counseling and Remote Support... Strengthening Non-face-to-face Methods Due to Increased Ddareungi Users in the Post-Corona Era, Prompt Response to User Inquiries... Call Center (1599-0120) Phone 'Visible Counseling' Request → Text Message URL Access → Service Use

[Asia Economy Reporter Jong-il Park] Seoul Facilities Corporation (Chairman Seong-il Jo · photo) will introduce a ‘Visible Consultation’ service at the public bicycle Ddareungi call center and begin a pilot operation from the 28th.

‘Visible Consultation’ is a service where call center agents and users communicate interactively in real time through a video platform. Users can access the service by clicking the URL sent via text message by the agent. However, additional communication charges may apply when using ‘Visible Consultation.’ In some cases, consultation may be difficult depending on the smartphone manufacturer and device specifications.

For example, if a Ddareungi bike breaks down during use or if the rental/return method is not understood even after reading the manual, the agent can share an instructional video on rental/return methods on the user’s phone screen through the video platform. If the user shows the broken part of the Ddareungi bike, the agent can watch the screen in real time, identify the problem, and provide a solution.

Additionally, if necessary, the agent may directly support app updates to the latest version or grant app setting permissions through remote control.

For remote control, users must install a separate app after accessing the URL sent via text message.

※ Overview of provided (planned) services

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Remote Support ① App new version update ② Bluetooth / location information setting check

③ App setting permission grant ④ Guidance on how to execute app network reset

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Video Sharing ⑤ Screen sharing and other cases deemed necessary by the agent

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The corporation explained that following the surge in Ddareungi usage after COVID-19 and the increasing demand for non-face-to-face services from citizens, it introduced the ‘Visible Consultation’ method to respond more quickly and accurately to citizen inquiries. This is a step forward from the traditional voice-only phone consultations.

As of July this year, the total number of Ddareungi uses reached 13 million, showing about a 30% increase compared to 10 million during the same period last year.

The corporation plans to designate specialized agents for ‘Visible Consultation’ and conduct a six-month pilot operation (weekdays from 9 a.m. to 5 p.m.). After evaluating operational effectiveness, user satisfaction, and complaint analysis, it will decide on the future maintenance and improvement directions of the service.

The corporation expects that the introduction of the ‘Visible Consultation’ service will enable more accurate diagnosis and prompt guidance on how to address inconveniences occurring during Ddareungi use.

Introduction and usage guide videos for Visible Consultation can be found on YouTube.

Seong-il Jo, Chairman of Seoul Facilities Corporation, said, “We introduced the ‘Visible Consultation’ service so that citizens can use Ddareungi more easily and conveniently. Seoul Facilities Corporation will continue to do its best to provide valuable public services to citizens.”