Operation of 24-Hour Civil Complaint Response Service Chatbot
[Asia Economy Honam Reporting Headquarters, Reporter Heo Seon-sik] Suncheon City, Jeollanam-do (Mayor Noh Gwan-gyu) announced that it will improve work methods using digital new technologies such as data and artificial intelligence (AI) and provide mobile-based customized public services.
The city will build and operate an intelligent automated consultation ‘chatbot’ for 24-hour customized civil complaint response.
Suncheon City improves work methods using digital new technologies such as data and artificial intelligence (AI) and provides mobile-based customized public services. Photo by Suncheon City
Citizens can receive real-time answers 24 hours a day to inquiries in areas such as administration, transportation, welfare, and tourism, and the consultation content will be provided in various forms including text, maps, related site links, and images.
The ‘chatbot’ is a compound word of ‘chatting’ and ‘robot,’ and it is an interactive messenger service that allows users to receive information and services in real time regardless of time and place without going through a counselor.
In addition, the city is also seeking changes in administration to reduce paper documents and improve work methods.
Administrative tasks will be handled electronically, converting paper reports to electronic reports (electronic approval and memo reports), promoting paperless reporting for executive meetings and major business reports using laptops and tablet PCs, and conducting meetings by bringing meeting materials on tablet PCs or through non-face-to-face video conferences.
To activate electronic reporting and establish an information sharing infrastructure, tablet PCs will be distributed to all departments, and one laptop will be provided per team.
Starting this year with the transition of the outdated electronic document system to a cloud-based system, information systems will be gradually converted to cloud-based systems.
Also, for Work Diet, simple and repetitive tasks will be automated using digital technology (RPA).
RPA is a system that automates work processing by utilizing software robot technology with artificial intelligence.
RPA automatically handles simple and repetitive tasks such as illegal parking complaint automatic distribution and automatic sending of COVID-19 text messages, reducing the time required compared to when humans perform the tasks directly, improving speed, and reducing the possibility of mistakes or errors.
A Suncheon City official said, “We will create a Korean standard in the digital administration field by combining internal digital administrative innovation with mobile-based public services.”
Meanwhile, to provide citizens with more diverse public services using digital technology, Suncheon City has newly established and is operating the Digital Policy Division through the organizational restructuring of the 8th local government.
Asia Economy Honam Reporting Headquarters, Reporter Heo Seon-sik hss79@asiae.co.kr
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