Promoting Overhaul of Administrative Telephone System with IT Technology
Displaying 'City Mark and Department Name' in Civil Complaint Text Messages
Enhancing Protection for Citizens and Officials through Automatic Recording and Improved Call Connection Tones
Uijeongbu City, Gyeonggi Province (Mayor Kim Dong-geun) has completely revamped its ‘Civil Complaint Administrative Telephone System’ to minimize inconveniences and risks that may arise from phone and text services with citizens, and to support work more efficiently. This overhaul focuses on actively utilizing the latest information and communication (IT) technology to enhance the reliability of administrative calls and reduce the workload and fatigue of civil complaint officials.
Uijeongbu City Administrative Phone Call Information Notification Service and Improved Text Message Reception Service. Provided by Uijeongbu City
According to Uijeongbu City on the 11th, the city is the first in Gyeonggi Province’s municipalities to display the sender information of text messages sent by the city as the ‘city mark and department name.’ Previously, only the administrative phone number was shown, which could lead citizens to mistake the messages for smishing or spam. However, after the revamp, it will be immediately clear that the message is official, significantly enhancing trust.
Additionally, to allow citizens to feel more secure during calls, calls from community centers will now display the administrative phone number along with the department name, such as ‘OOO-dong Community Center.’ This improvement is expected to reduce anxiety caused by suspicion of phone scams or spam calls and enable prompt civil complaint responses.
The city will expand the ‘Administrative Phone Automatic Recording Service’ to protect the safety of civil complaint officials and prevent disputes. Previously, this service was applied only when officials individually requested it, but going forward, automatic recording will be conducted in all civil complaint departments without separate applications. This is expected to protect officials from verbal abuse, profanity, threats, and secure objectivity in handling complaints.
The city plans to first apply the automatic recording service to civil complaint departments and gradually expand it to all departments. Through this, it aims to protect officials in performing their duties while providing fair and trusted administrative services.
To minimize inconvenience for complainants, the city will also improve the call connection tone service. When connecting calls, information such as ▲lunch break ▲lunch shift work ▲end of business hours ▲holidays will be provided through the call connection tone to prevent complainants from making unnecessary repeated calls.
This will clearly inform the working hours of the responsible departments and reduce unnecessary call waiting times, enabling more efficient civil complaint responses. It is also expected to reduce inconvenience for complainants while increasing the work concentration of officials.
Mayor Kim Dong-geun said, “This administrative phone system overhaul was prepared to provide civil complaint services that citizens can trust and to allow officials to work in a safer environment,” adding, “We will continue to enhance citizen convenience and implement trusted administrative services through ongoing technological innovation.”
Through this system improvement, Uijeongbu City plans to simultaneously secure convenience for citizens and safety for officials, and continue efforts to improve the quality of civil complaint administrative services.
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