Utilizing Basic Data from Unresolved Civil Complaints Survey
Establishing Cooperation System among Dong, Practical Departments, and Field Response Teams
Mayor Lee Dong-hwan: "Creating an Opportunity for Closer Communication with Citizens through System Operation"
Goyang Special City in Gyeonggi Province (Mayor Lee Dong-hwan) announced on the 26th that it officially launched and began operating the ‘Field Civil Complaints 25 System’ on the Saeol administrative intranet on the 23rd.
‘Field Civil Complaints 25’ is a newly established system designed to address issues such as inadequate systematic management of the civil complaint handling process and lack of feedback to complainants. It utilizes the Saeol administrative system intranet, which employees use most frequently during their work. This system is intended for field civil complaint officers to input various complaints, including those received by the district office, and to respond and manage them efficiently.
Additionally, ‘Field Civil Complaints 25’ has established a cooperative framework that enables the district office, practical departments, and field response teams to jointly respond quickly to complaints through real-time information sharing via the network.
The field civil complaint officer at the district office inputs complaints received through various channels into the system and designates the responsible practical department officer, who is then automatically granted system access rights.
The responsible officer enters all responses from the initial complaint receipt date to final completion in the system’s department response section, sharing the information with the district office and field response team, enabling prompt and efficient complaint handling in real time.
‘Field Civil Complaints 25’ also focuses on user convenience for internal staff. The district office’s field civil complaint officer can input multiple complaints at once by pre-filling an Excel template and uploading it in bulk, while practical department officers can use the ‘View My Complaints’ feature to extract and review only the complaints they need to respond to.
Moreover, the statistics menu is designed to allow all employees to easily view the proportion of complaints by each classification criterion within the total complaints, as well as by the entire city, each district, and each neighborhood, so they can utilize the data according to their needs.
Beyond these basic functions, plans are underway to add features such as △ SMS notification service to complainants upon completion △ notification function for complaint-related officers within the Saeol administrative system △ Korean file output function for complaint content. The city is also exploring ways to integrate the various existing complaint reception channels into ‘Field Civil Complaints 25’.
Park Sang-hee, Head of Communication and Cooperation, stated, “Field Civil Complaints 25 is a ‘heartwarming system’ that shares citizens’ inconveniences heard directly with all employees and encourages everyone to work together to find solutions.” He added, “We will continue to improve its functions and strive to establish it as Goyang City’s representative complaint resolution system.”
Mayor Lee Dong-hwan of Goyang City said, “Listening directly to citizens’ daily inconveniences on site is the starting point of citizen communication administration,” and added, “If we utilize the newly launched ‘Field Civil Complaints 25’ system, we will be able to carry out the journey of citizen communication administration more efficiently and wisely.”
Meanwhile, the Field Response Task Force plans to have all complaints additionally received since the full survey at the end of October entered into ‘Administrative Complaints 25’ by each district office by the end of this year, and from next year, it will carry out full-scale field response tasks such as system function improvements and on-site complaint investigations.
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