459 Fewer Complaints in 2023-2024 Compared to 2020-2021
Complaint Resolution and Supplementation Implementation Rate Soars to 96%
Effectiveness Attributed to 'Citizen Convenience' Priority Policies, Including the Mobile Mayor's Office
Paju City, Gyeonggi Province (Mayor Kim Kyung-il) announced on the 24th that the number of grievance complaints has decreased by 32.3% in 2023?2024 compared to 2020?2021, and the rate of complaint resolution and follow-up implementation has sharply increased to 96%, demonstrating the effectiveness of the 'citizen convenience' priority policy emphasizing proactive and prompt complaint handling.
Kim Kyung-il, Mayor of Paju City, conducting the '100th Mobile Mayor's Office' on August 9 last year. Provided by Paju City
The decrease in grievance complaints is attributed to the Mobile Mayor's Office and the 'Civil Service Administration 2·5·7 System' for expedited permits, which began after the launch of the 8th local government administration.
Grievance complaints refer to civil complaints requesting lawful and proper handling and administrative system improvements when rights have been infringed or inconvenience and burdens have been felt due to illegal, unfair, or passive dispositions (including acts and omissions) or unreasonable administrative systems. The city explained that an analysis of grievance complaints received over the past five years showed a sharp decline in the number of such complaints since the start of the 8th local government administration.
Over the past five years, grievance complaints received were 1,436 in 2020, 1,404 in 2021, 940 in 2022, 1,049 in 2023, and 873 in 2024. Notably, the total number of grievance complaints in the recent two years (2023?2024) decreased by 32.3% (459 cases) compared to the same period (2020?2021). This coincides with the full-scale operation of Paju City's 8th local government administration and the establishment of the Mobile Mayor's Office and the Civil Service Administration 2·5·7 System.
The Mobile Mayor's Office, which started in September 2022, has actively communicated by collecting various civil complaints and suggestions from citizens 121 times with 1,430 cases from September 2022 to 2024, including 20 sessions in 2022, 32 in 2023, and 69 in 2024. Additionally, the Civil Service Administration 2·5·7 System related to permits, established in January 2023, has been providing expedited permit services and is credited with reducing complaint rates in the construction and transportation sectors.
Looking at the major complaint receipt rates in 2024, the highest were in the transportation and construction sectors, followed by commerce and industry, and environment. Among these, the construction and transportation sector complaints decreased by 23% (157 cases) compared to the previous year. The city explained that this reflects efforts to improve the transportation system, including shortening permit periods, the opening of GTX-A, the establishment and reorganization of bus routes, the student-exclusive school shuttle bus (Papurika), and urban and rural Ddok buses.
Furthermore, an analysis of the requests for document supplementation and their processing rates showed a sharp increase in the implementation rate of supplementation from 6,245 cases (78%) out of 7,983 cases in 2020 to 7,727 cases (96%) out of 8,038 cases in 2024. At the same time, the non-implementation rate decreased by a total of 18 percentage points from 22% in 2020 to 4% in 2024, indicating a rapid improvement in citizen convenience through complaint resolution.
Mayor Kim Kyung-il of Paju City said, “The results of this ‘Paju City Complaint Handling Status Check’ were made possible by the high civic awareness and the efforts of Paju City officials who worked hard for fast and accurate complaint handling. We will continue to inspect and analyze complaints to improve citizen convenience as we move toward becoming a self-sufficient city of one million.” He added, “Furthermore, wherever citizens are, we will visit directly to listen to their opinions and respond proactively and swiftly to their demands to resolve citizen inconveniences without neglect.”
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