Korea Expressway Corporation announced on the 7th that it was selected as an excellent institution for two consecutive years in the public institution inspection of civil complaint handling conducted by the Anti-Corruption and Civil Rights Commission.
The Civil Complaint Portal is an online communication channel that allows citizens to easily submit and process complaints or suggestions to the government via the internet. The inspection evaluates 285 public institutions based on six criteria, including compliance rate with processing deadlines, speed of receipt, speed of transfer, and rate of providing contact information of the person in charge. Institutions are rated in three categories: excellent, average, and poor.
Korea Expressway Corporation handled 4,433 complaints last year. The inspection result showed a total score of 88.17 points (public institution average 79.21 points). A representative from the Expressway Corporation explained, "We improved the complaint handling speed by analyzing VOC big data from online spaces such as news comments and SNS, as well as utilizing artificial intelligence (AI), not only for complaints."
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