167 Unresolved Complaints Including Potential Conflict Cases Confirmed... Major Complaint Site Inspections Conducted
Mayor Donghwan Lee: "I Will Personally Visit Complaint Sites and Address Them with Responsibility"
Goyang Special City in Gyeonggi Province (Mayor Lee Dong-hwan) announced on the 12th that it has completed a comprehensive survey of unresolved civil complaints aimed at alleviating citizen inconveniences and improving civil service.
To realize the 5 major administrative goals of the 8th elected term, “Implementing Citizen-First Communication Administration,” Goyang Special City established the On-Site Response Team under the Communication and Cooperation Officer in the second half of September and declared a preemptive response to “potential conflict complaints.”
Accordingly, the On-Site Response Team conducted a comprehensive survey of unresolved complaints across 44 neighborhoods (dong) in Goyang City for 16 days starting from October 15, ahead of the full operation of the soon-to-be-launched “On-Site Complaint 25” system on the internal administrative network, Saeol.
This comprehensive survey aimed to identify everything from minor daily life complaints of citizens to “potential conflict complaints” that could escalate into collective disputes, thereby preventing the expansion into collective conflict stages in advance.
For more systematic and effective complaint management, the On-Site Response Team classified the unresolved complaints by various criteria such as “reception channel,” “complaint type,” “complaint nature,” and “reason for unresolved status” to conduct the survey.
In the “reception channel” classification, there were 101 on-site complaints, 6 complaints from neighborhood chiefs, and 60 complaints from neighborhood visits (communication meetings, district mayor’s neighborhood visits), with the majority of complaints being directly received by the neighborhood or discovered during patrols by officials.
By “complaint type,” construction and transportation accounted for 116 cases, parks and green spaces 30 cases, environmental sanitation 15 cases, and other complex complaints 6 cases, with the construction and transportation sector?which includes roads, water supply and drainage, and rivers?being the most frequent.
In terms of “complaint nature,” potential conflict complaints were the most numerous at 71 cases, followed by long-term unresolved complaints at 50 cases, solvable complaints at 42 cases, and previously occurred collective complaints at 4 cases.
Regarding reasons for unresolved status, 90 complaints required budget allocation, and 50 complaints had two or more complex reasons.
The city plans to use the total of 167 unresolved complaints identified through the survey as basic data for the “On-Site Complaint 25” system. Except for the 42 solvable complaints, the remaining 125 complaints will be sequentially investigated on-site, with close cooperation established among administrative neighborhoods (dong), related departments, and the On-Site Response Team to respond appropriately according to the nature of each complaint.
Park Sang-hee, Communication and Cooperation Officer, explained, “The concept of ‘potential conflict complaints’ was introduced for the first time in the 8th elected term. These complaints have not yet reached the stage of collective conflict but contain inherent obstacles and conflict factors that could lead to collective complaints in the future.” He emphasized, “These ‘potential conflict complaints’ will be the main focus of our systematic management during on-site investigations going forward.”
Mayor Lee Dong-hwan of Goyang City stated, “A system has been established to ensure that citizens’ opinions, which they experience directly in their daily lives and wish to convey to us, can be delivered more effectively and systematically through various channels. I will make time to visit the places that need attention, communicate directly with citizens, and continuously monitor with a sense of responsibility.”
Meanwhile, the On-Site Response Team plans to classify the 167 complaints identified in this survey by major cases and conduct training on the “On-Site Complaint 25” system manual for the heads of administrative civil complaint teams and on-site complaint officers of each neighborhood (dong) on the 12th.
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