Seo-gu, Gwangju Metropolitan City (Mayor Kim Ikang) is increasing residents' satisfaction with administration through prompt and friendly civil complaint resolution since the 8th local government term.
On the 20th, Seo-gu announced that an analysis of the text message reception status on the 500th day of the direct text phone service "Baro Munja Harangkke," where the mayor personally checks and responds, showed that the proportion of complaint-type civil complaints such as dissatisfaction and problem pointing out regarding administration is gradually decreasing, while thank-you and praise messages have significantly increased.
Since its introduction in August last year, a total of 3,077 messages have been received through "Baro Munja Harangkke" over 500 days. Among them, 1,956 were daily life civil complaints, the most frequent category, followed by complaints related to system improvement and safety. Additionally, about 280 messages concerning administrative inquiries, suggestions, and mid- to long-term projects were received over one year and four months.
"Baro Munja Harangkke" has become an opportunity to enhance administrative trust as Mayor Kim Ikang personally reviews the text content, assigns the responsible department, and directly informs the complainant of the processing results within 48 hours after on-site dispatch or content verification.
Seo-gu is actively carrying out proactive administration by promptly resolving civil complaints that had remained unsolved for years, such as illegal dumping and odor issues, and actively collecting and reflecting opinions on the operation of facilities within the district.
Furthermore, for matters requiring fairness with other autonomous districts and mid- to long-term review, Seo-gu helps understanding of administration by providing detailed explanations of future plans.
As a result, Seo-gu has become known as "all civil complaints are resolved with just one text," and "Baro Munja Harangkke" has established itself as the fastest and most accurate communication hotline.
Moreover, while praise and thank-you messages accounted for only about 5% at the early stage of "Baro Munja Harangkke," the proportion has steadily increased to 26% on a monthly basis.
Residents of Seo-gu have shown very high satisfaction with the barefoot park, which has become synonymous with sohwakhaeng (small but certain happiness), beneficiary-tailored integrated care welfare services, and demand-centered education and events.
The 3,000th message received on the 9th included a review from a user of the Children's Ecological Learning Library, stating, "I am so glad to be a Seo-gu resident while participating in projects for children. The kindness and meticulous progress of the program manager will make this time memorable for a lifetime."
In addition, messages praising the diligence and kindness of employees at the Dong Administrative Welfare Centers, who are closest to residents' daily lives, continue to increase. An employee in Sangmu 2-dong received praise messages four times, earning the nickname "Praise MVP."
Mayor Kim Ikang of Seo-gu said, "When we first introduced 'Baro Munja Harangkke,' there were concerns and worries that it would become 'just another civil complaint window.' Nevertheless, the efforts of all employees who continuously communicate and strive for innovation have become an opportunity to increase trust and satisfaction in administration."
Shin Dongho, Honam Reporting Headquarters, Asia Economy baekok@asiae.co.kr
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