Hanam-si Accelerates Complex Civil Complaint Processing... Speeds Up Multi-Agency Cooperation Problem Solving

Hanam City, Gyeonggi Province (Mayor Lee Hyun-jae) has established a cooperative system to handle complex civil complaints involving multiple agencies more quickly and efficiently, aiming to realize administrative innovation based on citizens' trust.

Lee Hyun-jae, Mayor of Hanam City, signed a business agreement to establish a mutual cooperation network for the prompt response to complex civil complaints on the 12th at the city hall situation room, together with Park Seong-gap, Chief of Hanam Police Station, Jo Cheon-muk, Chief of Hanam Fire Station, and Oh Seong-ae, Superintendent of Gwangju Hanam Office of Education. Photo by Hanam City

On the 12th, Mayor Lee Hyun-jae of Hanam City signed a memorandum of understanding to establish a mutual cooperation network for the prompt response to complex civil complaints at the city hall situation room, together with Park Seong-gap, Chief of Hanam Police Station, Jo Cheon-mook, Chief of Hanam Fire Station, and Oh Seong-ae, Superintendent of Gwangju Hanam Office of Education.

This agreement was promoted to improve the processing procedures of complex civil complaints received through platforms such as the National Sinmungo and to strengthen inter-agency cooperation systems to minimize inconveniences experienced by citizens in their daily lives.

Complex civil complaints refer to cases where a single complaint requires cooperation from two or more administrative agencies or departments. In particular, multi-agency complaints involving several institutions often result in longer processing times and unclear accountability, highlighting the need for practical cooperation among agencies.

According to the ‘Study on Improvement Measures for Gyeonggi Province Civil Complaint Response System’ report published by the Gyeonggi Research Institute in 2023, the average processing period for multi-agency complaints was 5.43 days, longer than that of general complaints (4.74 days). Additionally, the non-compliance rate for the first processing deadline was 9.87% for multi-agency complaints, higher than the 7.53% for general complaints.

Accordingly, Hanam City signed this agreement to accelerate the resolution of complex civil complaints, including multi-agency complaints, through cooperative responses and to prepare active administrative processing measures to minimize inconveniences for complainants.

Under this agreement, each agency will establish a cooperative system including ▲building a network of related agencies and sharing cases ▲operating consultative bodies for each complaint issue ▲opening dedicated hotlines between agencies ▲designating lead agencies and strengthening responsibilities.

In particular, a rapid cooperation system will be established centered on the civil complaint management departments of each agency, and procedures to prevent the occurrence of ‘ping-pong complaints’ will also be organized.

Mayor Lee Hyun-jae of Hanam City emphasized, “Hanam City has been selected as the best institution for four consecutive years in the comprehensive evaluation of civil complaint services hosted by the Ministry of the Interior and Safety thanks to efforts to minimize citizens’ inconveniences and to solve even small problems without overlooking them.” He added, “We will continue to provide high-quality civil complaint services that citizens can feel and do our best to enhance citizen satisfaction by strengthening cooperation with related agencies.”